Sending Failed Order Messages and Back-in-stock Notifications – SHOPLINE Help Center

When customers place orders by leaving comments that match the specified keywords, you have the option to send a failed order message to them if none of their ordered products is successfully added to the order. The reasons that a product is not able to be added to an order include it being deleted, out of stock, deactivated, or the ordered amount exceeds the purchase limit.

To further enhance customer satisfaction and increase sales opportunities, you can now let customers subscribe to back-in-stock notifications. For the next year, whenever you restock the products and list them on a new livestream, the system will automatically send a notification message to the subscribed customers for them to purchase the products they were interested in.

The Timing of Sending Messages

Failed order messages are sent to your customers if the following two conditions are met:

You have turned on the Details on failure to enable add order feature.
NONE of their ordered products is successfully added to the order.

The following situations may prevent a product from being successfully added to the order:

The product is deleted.
The product is sold out.
The product is deactivated (removed from shelves).
The product is subject to purchase limits.

Note: The out-of-stock message will not be sent to customers when just some of their ordered products are not successfully added to the order.

Setting up Failed Order Messages

The failed order messages can be configured in the Information settings (optional) section when you create livestreams, or in the Settings tab of the livestream studio after you create livestreams.

During the Creation of a Livestream

During livestream creation, in the Information settings (optional) > Details on add order failure tab, you can turn on the toggle of Details on failure to enable add order to enable failed order messages, and you can customize the message content.

By default, the message content inherits from that configured in the Live shopping homepage > Settings > Message template section. If you want to modify the default message shown when you create a livestream, you can make your edits here.

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In the Livestream Studio

If you haven't enabled failed order messages during the creation of the livestream, you can do so in the livestream studio. Go to Settings > Message settings > Details on add order failure tab and choose whether to turn on the Details on failure to enable add order toggle. The rules are the same as when creating a livestream. You can modify the content and/or configuration of the failed order message anytime before the livestream ends.

After the livestream ends, the configuration can’t be modified. If customers continue to leave comments in the livestream, the system will determine whether to send failed order messages based on the configuration you had set (i.e., if it is enabled) during the livestream.
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General Settings

The message that is configured in the Settings section > Message template > Details on add order failure tab is the default message that will be used when creating a livestream. This is where you can modify the message content.
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Note: The Details on add order failure settings can be edited only when the livestream status is Preparing or Live. Editing is not allowed after the livestream has ended. However, if a customer continues to place orders after the livestream has ended but none of the ordered items are available, the system will still send a failed order message.

Setting up Back-in-stock Notifications

Once you have enabled failed order messages during the creation of livestreams or in the livestream studio, the Subscribe to arrival notifications toggle appears below. You can choose to turn it on and configure back-in-stock notifications. If you disabled failed order messages, the system will automatically turn off back-in-stock notifications.
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Currently, back-in-stock notifications only support Facebook livestreams. For Facebook to push notifications to your customers’ Messenger inbox, you need to enable Facebook’s One-time Notification (OTN) for your Page. For instructions on how to enable this feature, refer to this article. For more information, see Facebook’s documentation.

Configuring the Back-in-stock Notifications

Failed to add to cart' button
- The button is displayed under the failed order messages. When the customers click the button, the system automatically sends them a follow-up message asking if they want to subscribe to back-in-stock notifications (Subscribe to arrival notifications).
- You can customize the text on the button based on your needs.

The OTN status of your Facebook Page(s): This section indicates whether the OTN feature has been enabled for your Page(s). You need to enable it so that the notifications can be sent.
Subscribe to arrival notifications
- This message is used to collect the customer's OTN permission. The system can’t send back-in-stock notifications without their permission.
- When the customer clicks the button, the system obtains the customer's OTN permission, which is valid for one year. During this period, the system can send one back-in-stock notification to the customer with this permission.
- The message content is the default text provided by the system and cannot be customized. It will be displayed in your store’s language.
- The text on the button cannot be customized either. It is the default text provided by Facebook and will be displayed in the customer's device language.
Send arrival message
- Within one year from when you obtain the customer’s permission, when you list a product on a new livestream that a customer failed to purchase previously, the system automatically sends the back-in-stock notification to the customer. Each time you list a product on a livestream, the system identifies which customers have subscribed to receive back-in-stock notifications for the listed product and sends them messages.
- The back-in-stock notifications come with a button. When customers click it, they will be redirected to your livestream.
- The message content is the default text provided by the system and cannot be customized. It will be displayed in your store’s language.
- The text on the button cannot be customized either. It is the default text provided by Facebook and will be displayed in the customer's device language.
You can preview the effect in the right pane.

Important Notes

A customer can subscribe to back-in-stock notifications for multiple products across multiple livestreams. Each subscription grants you one permission. For example, if the customer has subscribed to the notification for 5 products, the system can send out a maximum of 5 notifications. The exception is that subscribing to the same product across multiple livestreams only gives you one permission.
Only one back-in-stock notification will be sent for each product that a customer subscribes to notification for, regardless how many times the customer has subscribed to its notification.
Each livestream can only send one back-in-stock notification to a customer. This notification can include multiple re-stocked products that the customer subscribes to. For example, if the customer has subscribed to the notification for 5 products in previous livestreams, and now you are going to host a livestream featuring 3 of them, then the system will send one notification that includes these 3 items.
Back-in-stock notifications are automatically sent by the system, regardless of your original livestream settings. Once a customer subscribes to the back-in-stock notification for a product in a livestream, even if you turn off this feature afterwards, the system will still send the back-in-stock notification to the customer when you list the product on a new livestream in the future.