# Send an order update: Confirmed, Packed, Out for delivery, Delivered

> In SkedX Flow, an order a customer sends from your WhatsApp catalog gets your own number (#1001, #1002 …) and can be moved through Confirmed, Packed, Out for delivery, Delivered or Cancelled. In a chat, click + beside the reply box and pick Order update: choose the order, its next status and, for Out for delivery, a rider from your list and when they arrive; add a note if you like. Tell the customer is on by default and the preview shows the exact message — for example “Order #1042 · Out for delivery, Rider Manu, arriving 4–6 pm, Call Manu: +91 …”. Send update moves the order and sends the message; untick Tell the customer to only save it. The same Update is on the Orders page, where each order shows its history. An automation can do it with the Send order update step, and can start on Order Received or Order Status Changed. A WhatsApp message can go only within 24 hours of the customer’s last message — outside that the update is not sent and the order does not move; send a template first, or save it without telling them. Delivered and Cancelled orders do not move again. The same + menu is in the SkedX CRM inbox and the SkedX browser extension.

Product: SkedX Flow · Topic: Skills & selling · Draft — steps not yet re-verified in the live product

Most “where is my order?” messages are answered by hand. Send the update instead — one click from the chat, or an automation — and the customer has the rider’s name and number before they think to ask.

## Step 1: Open Order update in the chat

In the chat that placed the order, click **+** beside the reply box and pick **Order update**.
Open it directly: https://flow.skode.ai/inbox

## Step 2: Pick the status, the rider and the time

The order shows its number and where it is now. Pick where it goes next. For **Out for delivery**, pick the rider and when they arrive — riders come from [your list](https://skode.ai/help/flow/skills/add-your-riders-for-order-updates/).

## Step 3: Check the message and send

**Tell the customer** is on and the preview is the exact message. Click **Send update**. Untick Tell the customer to only save the status.

## Step 4: See it in the chat

The chat shows the update as a card — the order, the step it reached and, when out for delivery, the rider with a **Call** button. It rings through SkedX Call when you have a number, your phone’s dialer otherwise.

## Step 5: Or update it from the Orders page

On the **Orders** page every order has its number, **Update** — the same sheet — and its **History**: every status, when, and the rider.
Open it directly: https://flow.skode.ai/orders

## Common questions

### Why was my update not sent?

WhatsApp lets you message a customer freely only within 24 hours of their last message. Outside that the update is not sent and the order does not move — send a template first, or untick Tell the customer to only save the status.

### Can I undo Delivered or Cancelled?

No — a delivered or cancelled order does not move again. A new order arrives as a new number.

### Why is there no “Call rider” button on WhatsApp?

A WhatsApp chat message cannot carry a button that rings someone else’s number. The rider’s number is in the message, where WhatsApp makes it tappable.

### Can an automation send it?

Yes — add the Send order update step. It can start on Order Received (a cart from your catalog) or Order Status Changed, for example to send “Delivered — how was it?” a day later.

### Where is “Paid”?

Paid is set by the payment itself, never by hand.

## Useful links
- Orders in SkedX Flow — Update and History on every order: https://flow.skode.ai/orders

Videos and screenshots © 2026 SkedX, with sample data only. Share and link to them freely; copying the SkedX product or its design is not allowed. Terms: https://skode.ai/terms/

## Related guides
- Add your riders for order updates: https://skode.ai/help/flow/skills/add-your-riders-for-order-updates/
- Send products from the inbox: one product or a list, in the chat: https://skode.ai/help/flow/inbox/send-products-from-the-inbox/
- What you see in a Flow conversation: every message as your customer saw it: https://skode.ai/help/flow/inbox/what-you-see-in-a-flow-conversation/
- Your skills: everything SkedX can do in a chat, on one page: https://skode.ai/help/flow/skills/your-skills/

Source: https://skode.ai/help/flow/skills/send-an-order-update/