My customer didn't get the message

Start with the status. Tap Customers, then the customer, and look at the label on the request. The full list is in Request statuses explained.

Sent · not yet delivered

WhatsApp or SMS has the message, but there is no delivery receipt yet. The usual cause is a phone that is off, out of signal or out of data. The message waits and arrives when the phone is back. Delivery depends on WhatsApp and your customer's phone, so RateMate cannot promise a time.

Failed · resent by SMS

WhatsApp could not deliver, so RateMate sent the same request by SMS with the same rating link. You do not need to do anything. If the SMS arrives, the status moves on to Awaiting reply · delivered.

If the number is not on WhatsApp, the request goes by SMS from the start, and your customer never sees a WhatsApp message. See What your customer receives.

Failed

Neither WhatsApp nor SMS could deliver. The likely cause is the number. A mistyped digit or a landline cannot receive the message. Check the number on the customer's page. You cannot edit a number, so if it is wrong, add the customer again with the right one.

The customer opted out

If your customer replied STOP to an earlier message, they show as Opted out and RateMate sends them nothing. Look at their page to check. See How customers opt out.

Delivered or read, but no rating

The message got there. Your customer may simply not have got round to it. A fresh request after the 48-hour window is the usual next step, or share a private link yourself. See Get a rating link without sending.

Customer has the message but the link fails

That is a different problem. See My customer says the link doesn't work.