We're experiencing a critical issue with the WhatsApp Business Platform Cloud API where customers using the latest iOS version of WhatsApp are unable to select shipping addresses during checkout. This issue is specifically affecting our order completion process.
Key Points: - The shipping address selection interface is completely unresponsive on iOS devices - The same functionality works correctly on Android devices and older WhatsApp versions - This is blocking our customers from completing their orders - Order ID Reference: skygoal-402953 - Business Phone Number: +91 91***1 910
Technical Environment: - Integration: WhatsApp Cloud API - Platform: iOS WhatsApp (Latest Version) - Implementation: Standard shipping address selection flow - Issue Occurrence: 100% reproduction rate on latest iOS devices
Business Impact: This issue is preventing iOS users from completing their purchases, directly affecting our business operations and customer experience.
We request urgent investigation and resolution of this issue as it's affecting our business operations.
How are you triggering the address entry workflow? I.e. what message are you sending from your Cloud API number to the consumer?
Hello Bar,
We are triggering the address entry workflow dynamically based on whether an address is found in our database or not. Below are the specifics:
Trigger Logic:
Message Type:
Steps to Trigger:
Behavior:
Example: - For existing address: - Message: "Your address on file is [Home: 123 Main St]. Proceed to payment? - For missing address: - Message: We need your shipping address. Please fill in the details below. after submitting the form, it shows the address to select before the payment. while clicking the address to select it is not selecting in IOS devices, but it is working in android devices and older WhatsApp versions.
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Thanks for this Aarambh, let's keep the communication here.
I now understand your workflow, but still struggle to understand where the actual issue is.
From my understanding you are sending a user a WA Flow message. The user is able to open the Flow and fill the address information, and complete the Flow.
Now you get to the part where "it shows the address to select before the payment. while clicking the address to select it is not selecting in IOS devices,"
Is this after the user initiates the payments workflow?
Can you explain this further? Or perhaps attach a screenshot?
Payment Workflow:
The Issue:
Once check the below link for screenshot https://drive.google.com/file/d/1wbISgMBnyuQJKl86nLJ876bRbcui2cGN/view?usp=sharing