Unresolved addresses and the WhatsApp fallback

Some checkout addresses cannot be matched with confidence: a new building, a street name spelled in an unusual way, or an address that is really a landmark. Keen Address never guesses in these cases. Instead it marks the order and asks the shopper.

What the merchant sees

• The order is tagged address-unresolved. You can filter orders by this tag, build a Flow on it, or hold fulfilment until it is cleared.
• The Short address attribute is absent until the address is confirmed.
• The Keen Address dashboard lists unresolved orders with the reason, for example “two candidate buildings” or “district not recognised”.

What the shopper sees

If the WhatsApp fallback is on, the shopper receives a short message from your store’s approved WhatsApp sender within a minute of placing the order. The message contains one link. Tapping it opens a page with:

• The address they typed at checkout.
• A map pin they can drag to their building, or a field to paste their own National Short Address if they know it.
• A single confirm button.

The page is in Arabic or English, following the language the shopper used at checkout.

What happens after confirmation

As soon as the shopper confirms, Keen Address re-runs the match, attaches the short address to the order, and removes the address-unresolved tag. If a Flow or a fulfilment hold depends on the tag, it releases automatically.

If the shopper does not respond, the order stays tagged. Keen Address does not send reminders on its own; sending a second message is a choice you make from the dashboard.

Turning the fallback off

You can switch the WhatsApp fallback off in Settings. Orders are still tagged, and your team can confirm addresses manually from the dashboard or by calling the shopper.