Order email and store contact notifications
Understand transactional order emails and distinguish them from shopper-initiated WhatsApp contact.
Depending on configuration, an order may trigger a customer confirmation and a merchant new-order notification. Customer emails contain customer-oriented order information; merchant notifications are intended for store operations. Order status and payment messages follow their own event rules.
COD orders remain unpaid until collected. A payment confirmation should only be sent after the authoritative payment state becomes paid.
The storefront WhatsApp contact button is initiated by the shopper and opens a conversation with the configured store destination. Automated merchant WhatsApp is a separate, entitlement- and preference-controlled notification; availability depends on the store plan and provider setup.
If a message is missing, check the order's current status and contact the merchant or HelaCommerce support with the order number. Do not send passwords or verification codes by email or WhatsApp.
Last updated
2026-10-02