Shipping Address Selection Not Working on Latest iOS WhatsApp Version - Cloud API Integration
1

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.

Aarambh
Asked about a month ago
Bar

How are you triggering the address entry workflow? I.e. what message are you sending from your Cloud API number to the consumer?

January 6 at 2:56 AM
Selected Answer
0

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:

  1. Trigger Logic:

    • If an address is found in the database:
      • We send the Payment Flow, which includes the existing address details retrieved from the database.
    • If no address is found in the database:
      • We send an Address Form (WhatsApp Flow) to collect the consumer's address details.
  2. Message Type:

    • We are using a WhatsApp Flow (interactive address form) to collect address details when the database does not contain an address for the user. The flow allows the consumer to fill in their shipping address seamlessly.
  3. Steps to Trigger:

    • Upon initiating an order, our backend checks the consumer's address data in the database.
    • If the address exists:
      • The consumer is sent a payment flow with the pre-filled address information.
    • If the address does not exist:
      • The consumer is sent the address form (WhatsApp Flow) to collect their address details.
  4. Behavior:

    • On Android devices and older WhatsApp iOS versions, this workflow functions as expected.
    • On the latest WhatsApp version for iOS, users are unable to fill or proceed with the address form. This issue is specific to the new WhatsApp version on iOS.

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.

Drop your mail or LinkedIn to connect later.

January 6 at 9:29 PM
Aarambh
Bar

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?

January 7 at 4:58 PM
1

Payment Workflow:

  • After the address is submitted through the flow, the Payment Workflow is triggered.
  • At this point, the address that the user entered is displayed as an option for them to select before proceeding with payment.

The Issue:

  • On iOS devices (latest WhatsApp version), when the user clicks on the displayed address to select it, the address is not getting selected.
  • As a result, the user cannot proceed to the payment step.
  • This issue occurs only on the latest version of WhatsApp for iOS. On Android and older iOS versions, this functionality works perfectly.

Once check the below link for screenshot https://drive.google.com/file/d/1wbISgMBnyuQJKl86nLJ876bRbcui2cGN/view?usp=sharing

January 7 at 9:25 PM
Aarambh