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Cross-sell WhatsApp messages aren't sending

If you’ve enabled WhatsApp cross-sell but no messages are reaching customers, work through the checks below in order.

1. Is the main switch on?

Section titled “1. Is the main switch on?”
  • Open Cartsaver → Settings → Cross-Sell.
  • The top toggle Enable cross-sell must be on (green).
  • Save after toggling.

2. Is the cross-sell template approved?

Section titled “2. Is the cross-sell template approved?”
  • Open Settings → WhatsApp → Templates and locate the Cross-sell template.
  • Confirm it shows Approved.
  • If it shows Pending review, wait for approval.
  • If it shows Rejected, edit the wording based on the rejection reason and resubmit.

3. Is the default channel WhatsApp?

Section titled “3. Is the default channel WhatsApp?”
  • Cross-sell only sends on WhatsApp.
  • Make sure WhatsApp is enabled as your default (or a country rule routes the customer to WhatsApp).
  • Check Settings → Verification → OTP Channels.

4. Is the customer reachable on WhatsApp?

Section titled “4. Is the customer reachable on WhatsApp?”
  • Customers without WhatsApp won’t receive cross-sell messages.
  • In the message logs (Logs), look for the affected order — the reason often shows “Not on WhatsApp”.

5. Are the source products in stock?

Section titled “5. Are the source products in stock?”
  • Cartsaver skips products that are out of stock.
  • In Shopify Recommendations mode, if no eligible recommendations exist, no message is sent.

6. Are post-purchase features paused?

Section titled “6. Are post-purchase features paused?”

Cross-sell messages do not count against the WhatsApp message quota — they ship alongside your verification quota at no extra cost. So a depleted quota is not the reason cross-sell isn’t sending. Instead, check whether post-purchase features have been paused at the plan level (e.g., during a billing-quota issue that disabled all post-purchase sends, not just metered ones). The Dashboard surfaces this as a plan-level banner when it applies.

7. Is the customer’s language configured?

Section titled “7. Is the customer’s language configured?”
  • If a customer’s language isn’t configured in your templates, Cartsaver falls back to the default language.
  • If neither is set up correctly, the message fails. See Languages & translations.

8. Allow some send delay

Section titled “8. Allow some send delay”
  • On higher plans, cross-sell is near-instant.
  • On the Free plan, send may be delayed up to 10 minutes due to message scheduling.
  • Give it a few minutes before troubleshooting.

9. Still not working?

Section titled “9. Still not working?”

Contact support with:

  • The order number that should have received the cross-sell.
  • Your selected source (Manual Selection, Collection, or Shopify Recommendations).
  • A screenshot of the Cross-sell template status in Settings → WhatsApp → Templates.