Confirming Cash-on-Delivery orders

When Cash-on-Delivery confirmation is turned on, a new order asks the customer to confirm before it moves forward — automatically over WhatsApp, or manually if the order came from a connected store like Shopify or WooCommerce and no chat exists yet.

Orders → Confirmations lists every order by where it stands — waiting for a reply, asked for help, no reply, confirmed or cancelled — with its customer, items and total. From there you can confirm or cancel an order yourself (for example when the customer calls in), open the chat, mark a help request handled, and choose what happens after each answer: notify the team, tag the order, or send a follow-up.