Unreachable Numbers

When WhatsApp cannot deliver a verification message, the order shows as Couldn’t reach in Level.

How it’s detected

WhatsApp reports delivery failure via webhook. Level sets the delivery status to failed and shows the Couldn’t reach badge on the order.

Common causes

Wrong or mistyped phone number
Landline or number without WhatsApp
Customer’s WhatsApp account inactive or deleted
Not always fraud — often a simple data entry error

What to do

Check the phone number on the order in Shopify Admin
Call the customer — Level shows a Call customer button on the order detail page
Fix the number in Shopify if incorrect, then resend
Do not ship until the order is verified or you’ve confirmed by phone

Dashboard alert

When unreachable orders exist, the dashboard shows:

“{count} COD orders could not be reached on WhatsApp. Check the phone number or call the customer before shipping.”

Click the alert to filter unreachable orders.

Order stays pending

Unreachable orders remain Awaiting reply — they are not auto-cancelled solely because of delivery failure. You decide whether to call, fix the number, resend, or cancel manually.