What every confirmation should say
What they ordered, the full price including delivery, when it arrives, who will call, and how to change or cancel. Five lines, no more.
Send it from a number that receives replies, in the language the customer ordered in.
Messages you can copy
- Right after the order
"Hi [Name], thanks for your order from [Store]: [Product], [Size/colour]. Total with delivery: [Price] EGP, paid on delivery. It arrives [Day or date range], and the courier will call before coming. Reply 1 to confirm or 2 if you need to change anything."
- No reply after a few hours
"Hi [Name], just checking your [Product] order before we ship it. Total [Price] EGP with delivery. Reply 1 and we send it today."
- Shipped
"Your order is on the way. Expected [Day]. Please keep [Price] EGP ready. The courier will call from a new number."
- Day of delivery
"Your [Product] arrives today. If you won't be there, reply with a better time and we'll tell the courier."
- After delivery
"Hope you like your [Product]. If anything isn't right, reply here and we'll sort it. How to use it: [short tip or link]."
The rules to respect
On the WhatsApp Business Platform you can reply freely within 24 hours of the customer's last message; outside that window, messages must use templates approved by Meta. Order updates usually fall under utility templates, promotions under marketing templates, which need the customer's agreement.
With the WhatsApp Business app, message people who ordered from you and gave you their number for the order. Never message bought lists: numbers get restricted.
Track what the messages change
For two weeks, write down for each order whether the customer replied to the confirmation, and whether the parcel was delivered or refused. Comparing replied and not replied shows you where to call instead of message.
Where to start
Start with the first message only, sent within minutes of every order, and add the others once it runs every day without being forgotten.