Follow-up
Every order Calls to make did not close in time. It is a second call list for the orders that slipped: someone started paying by card and stopped, or an order was placed and nobody called. Nothing is typed in here, and nothing on this screen charges a card, refunds money or marks an order paid. It is for talking to people.
What lands here
An order moves from Calls to make to Follow-up on its own once it is older than the Follow-up hours (24 unless you change it) and is still waiting on its first call:
- Card payment not finished — the buyer opened the card payment page and never paid, and there is a phone number or a real email address to reach them. Before that time these stay on Calls to make with the same label, so the closer can still call quickly. If the same buyer has since paid another order, the old unpaid one is not queued here.
- Not called yet — a cash on delivery, bank transfer or phone order nobody actioned. An order with a callback promised for later stays on Calls to make until that time has passed.
- Handed over from Calls to make — somebody pressed "Hand to Follow-up" on a Calls to make row. It shows here at once, whatever its age, until it is handed back or its stage moves on.
Orders that did not reach the customer are listed here too, whatever their age, until someone moves them on:
- Delivery failed — the rider could not deliver it (the order is in the Failed stage).
- Cancelled — the order was cancelled.
- Returned — the parcel came back.
These stay on the page for 30 days after they reached that stage, then drop off by themselves. Sooner, press Done, no further action on the row when there is nothing more to chase: the order leaves the page and the order records who marked it and when. Moving the order to another stage clears the mark.
An order is on Calls to make or on Follow-up, never on both. Orders brought in from another shop are never queued automatically.
Common tasks
See what needs a call
The reason chips at the top ("Everything", "Handed over from Calls to make", "Card payment not finished", "Not called yet", "Delivery failed", "Cancelled", "Returned") each show how many orders they hold. Tap one to see only those. "Call back now" lists promised callbacks that have come due; "Waiting for a call" lists the rest, oldest first.
Link to this answerCall or message the buyer
Each row has a Call button and, when the number works for it, a WhatsApp button. Open takes you to the order, where the call outcome (reached, no answer, call back later) is recorded.
Link to this answerHand an order to Follow-up
On a Calls to make row, "Hand to Follow-up". The order page timeline says "Handed to Follow-up".
Link to this answerHand an order back to Calls to make
"Hand back to Calls to make" on a Follow-up row. The order is left alone by the automatic rules for the same number of hours, so it does not bounce straight back.
Link to this answerClose as lost
"Close as lost" on a Follow-up row cancels the order with the reason "Closed as lost in Follow-up", and its reserved stock goes back on the shelf. It is never deleted. For a card order that is still unpaid it first closes the buyer's payment page; if that cannot be done (or Paystack's page may still be open) the order stays as it is and the screen says why. Try again later.
Link to this answerSend a payment link
On a "Card payment not finished" row, "Send payment link" (only when your plan has it switched on). It shows a short message with a link back to the checkout page and buttons to copy it or open WhatsApp with it filled in; you send it yourself. The buyer opens the checkout again, sees the current price and pays there, so nothing is charged by you and no old payment page is reused. The order's timeline records that a link was sent (never the link). It does not appear for cash orders. When the buyer pays through that link, the order is marked as recovered (the "Recovered cart" badge on the Orders list's new look, orders/origin-review), so you can see the sale came back through Follow-up. The link carries only the order's reference, no personal details.
Link to this answerChange the hours
Orders settings, "Move to Follow-up after (hours)", between 1 and 720.
Link to this answerSee what was won late
The box at the top of the screen shows orders confirmed more than the Follow-up hours after they were placed, after a call or a hand-over, and not cancelled since. Choose the dates with the date picker (last 30 days to start with). Money is shown in each currency on its own, never added together. It only reads your orders; it changes nothing.
Link to this answerWork your own list or everyone'sTeam
A closer sees only their own orders; staff with See every order (who has it: Owner, Admin, Manager, Logistics, Operations, Retention) see every order, as on Calls to make. A Follow-up person (Work Follow-up orders (who has it: Owner, Admin, Manager, Logistics, Operations, Follow-up, Retention)) sees only the orders on this list, the orders that did not reach the customer (failed, cancelled or returned) and the orders they won back themselves until those are delivered; their Orders page shows the same set, and a delivered order does not open for them. If the owner, an admin or a manager has switched it on for them (see the Staff guide), they also get a Take an order button at the top of this page. A Follow-up person can open Calls to make too: it shows only the orders they may see (the ones needing a call: callbacks they promised, unfinished payments, orders waiting too long and the ones they won back), without the closer's "confirmed today" figures, which are for closers.
Link to this answerNo task matches. Try fewer words, or search all of Help.
Left at checkout
People who typed their details at your funnel checkout and left without ordering show under Left at checkout (a button above the list, and below the orders on Everything). This needs the switch Follow up shoppers who don't finish on the Funnels page (off by default): small print below the checkout form then tells shoppers what is kept. Each person shows as a card: the name (or the email), how long ago they left, what they wanted, the listed price (not a charge), and the funnel and step where they stopped. Call dials the number. WhatsApp opens their chat in the Inbox on your business number when WhatsApp is connected (with no WhatsApp connected there is no WhatsApp button), and Email opens an email chat with them in the Inbox whenever email can be sent. Neither sends anything: you write the message in the chat. If the number cannot be turned into an international number (for example no business country is set in Settings > General), WhatsApp shows as unavailable and says why. Press Done when you have worked it. A row waits 30 minutes after the last thing typed before it shows, leaves the list by itself when the same person places an order, and the name and phone number are cleared from the list when you press Done or they order. Everything is deleted 30 days after the last touch. Nobody is sent anything by this list. Opening a chat adds the person to your contacts, not subscribed to marketing, and the chat stays in your Inbox after the row is gone.
Limits and plan gating
A CRM operations surface (crm_ops), visible-but-locked when the plan does not include it, with an upgrade path. Requires the See their own orders (who has it: Owner, Admin, Manager, Logistics, Operations, Retention, Website closer, WhatsApp closer), See every order (who has it: Owner, Admin, Manager, Logistics, Operations, Retention) or Work Follow-up orders (who has it: Owner, Admin, Manager, Logistics, Operations, Follow-up, Retention) staff permission to see it, and Confirm or cancel orders (who has it: Owner, Admin, Manager, Operations, Follow-up, Website closer, WhatsApp closer) to hand over, hand back or close an order, the same as recording a call.
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