Retail, D2C and catalog commerce teams

WhatsApp templates for ecommerce

Order and delivery updates that tell the customer what changed and what they can do next.

Personalize a message

Copy, personalize and verify.

Keep the purpose intact. Change the variables, tone and button destinations for your business.

Utility

Order confirmed

Send when: The business has accepted an order and can provide a confirmed order reference.

Message preview

Preview only

Thanks {{1}}. Order {{2}} is confirmed for {{3}}. Total: {{4}}. Delivery is scheduled for {{5}}. Tap below to view the order or change delivery details.

View orderDelivery details

Variables

{{1}}Customer name
{{2}}Order reference
{{3}}Order summary
{{4}}Total
{{5}}Delivery window

Buttons or quick replies

View order, Delivery details

Window and consent

Send only after the order is confirmed. Do not use this wording while payment or stock is still pending.

Utility

Order dispatched

Send when: A confirmed dispatch event is available for the order.

Message preview

Preview only

Order {{1}} has left {{2}} and is due on {{3}}. Track the delivery below. If the address has changed, reply here before {{4}}.

Track orderGet help

Variables

{{1}}Order reference
{{2}}Dispatch point
{{3}}Delivery date
{{4}}Change cutoff

Buttons or quick replies

Track order, Get help

Window and consent

Trigger this from a confirmed dispatch status. Outside the service window, use an approved utility template.

Utility

Delivery needs attention

Send when: A verified delivery attempt could not be completed.

Message preview

Preview only

We could not complete delivery for order {{1}} because {{2}}. Choose a new delivery time or share an updated location below.

Choose a timeShare location

Variables

{{1}}Order reference
{{2}}Confirmed attempt reason

Buttons or quick replies

Choose a time, Share location

Window and consent

Use the carrier's confirmed reason. Do not guess why delivery failed.

Marketing

Back in stock

Send when: A customer requested product updates and gave WhatsApp marketing opt-in.

Message preview

Preview only

{{1}} is back in stock in {{2}}. The current price is {{3}}. Would you like to view the item or stop product updates?

View itemStop updates

Variables

{{1}}Product name
{{2}}Available variant
{{3}}Current price

Buttons or quick replies

View item, Stop updates

Window and consent

Send only with marketing opt-in and current availability. Use an approved marketing template outside the service window.

Use another template pack.

Keep the same discipline across sales, service, appointments and operational updates.

All resources

Turn these messages into a complete journey.

We will connect the sending moment, customer choice and final confirmation for your exact business process.

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