What your customer sees: tickets and statuses
Updated October 2026
Short answer
Every paid order or booking gets a ticket page with its reference, time, address and any balance to pay. Its status changes as you update the order in Sales.
After paying, your customer lands on their ticket. They can open it again any time with the View ticket button in their WhatsApp message.
Orders: what you tap and what they see
- They've paid
- Ticket: Paid - the seller has been told. They get a WhatsApp confirmation.
- You tap Start making it / Start packing it
- Ticket: Being prepared.
- You tap Mark ready
- Ticket: Ready for you. They get a WhatsApp message.
- You tap Mark collected / Mark delivered
- Ticket: All done.
- You refund it
- Ticket: Order cancelled - refund below.
Bookings
- Booking confirmed
- The deposit is paid and the time is held.
- Rescheduled
- You moved the time. The new time shows on the ticket.
- In progress
- The appointment has started.
- No-show
- They didn't turn up.
- All done
- Finished.
A booking ticket also has Add to calendar so they don't forget.
WhatsApp messages your customer gets
- Order or booking confirmed.
- Ready to collect, or on its way.
- Time changed.
- Cancelled or refunded.
- A request to review you when it's done.
Customers without WhatsApp can still buy. They just land on their ticket after paying.
Still stuck?
Tell us what you tapped and what you saw. A real person replies, usually the same day.