13 WhatsApp Templates for E-commerce: Messages Ready to Copy and Use

If you run an e-commerce store, WhatsApp is already one of your most important support channels: that's where inquiries come in, sales get closed, and problems get solved. The problem is that writing every message by hand, with the right tone and at the right moment, takes time and it shows when the team improvises. This guide brings together 13 WhatsApp templates designed for the most common situations in an online store: from confirming a purchase to recovering an abandoned cart or letting a customer know an order is delayed.

Each section includes a template ready to copy and adapt, with context on when to use it. The idea isn't for you to send all 13 to every customer, but to choose the one that fits each moment of the purchase journey. As a general rule: use transactional messages (confirmation, shipping, payment) to provide certainty, and marketing messages (launch, coupon, reactivation) only with contacts who have already interacted with your brand. If you also use a tool like Wando, you can upload these templates and let the AI suggest a reply based on what the customer wrote, so your team can approve it with one click.

What this guide includes

• To close the sale with peace of mind: use it as soon as the payment clears, so the customer knows their order entered the system.
• When the order has already left the warehouse and you want the customer to have the tracking number on hand.
• To recover someone who left products in the cart and didn't finish the purchase; it's best to wait a few hours before sending it.
• When the customer requested an exchange or return and you need to let them know the status of the process.
• To reconnect with customers who bought a while ago and haven't come back; it works to offer something specific, not to send spam.
• Ideal for the first message after someone signed up or made their first purchase, with useful information and without sounding invasive.
• To announce a new product to contacts who have already shown interest; it's best to segment and not send it to your entire base.
• When the payment is still pending and you need to remind them without pressuring; it usually works better with a clear deadline.
• To let them know that a product the customer asked about or that had sold out is back in stock.
• When there's an amount due (for example, a shipping difference or partial payment) and you want to keep a written record.
• To send a coupon with a clear condition and an expiration date, without promising more than you'll deliver.
• When the order is delayed and you need to let them know before the customer complains; transparency prevents worse complaints.
• To measure satisfaction after delivery with a simple, actionable question.

WhatsApp template to confirm purchases in your ecommerce

Purchase confirmation inquiries are among the most common in an ecommerce: the customer has already paid and wants to know everything is in order. Responding quickly and clearly prevents anxiety, complaints, and returns. That's why we put together a WhatsApp template ready to copy, with variables to personalize and tips to use it on Meta's official API.

• {{1}}: customer name (e.g. María)
• {{2}}: order number or code (e.g. #1042)
• {{3}}: shipping city or locality (e.g. Salta)

1. 1Copy the template and replace the variables with the real data from each purchase.
2. 2If you use WhatsApp Business, load it in 'Message Templates' from the app. Remember that in Meta's official API this type of message is in the 'utility' category and needs approval (it usually takes up to 48 hours).
3. 3If you use Wando, load it in the panel and the AI will use it on its own when appropriate, with your prior approval.

Using a template like this saves you time and gives a professional image. And if you load it in Wando, the AI learns it and uses it at the right moment, with your approval. That way no confirmation slips through, not even at dawn or on Sundays.

When to send this message (and when not to)

The right moment is as soon as the payment is confirmed. That is the customer's peak anxiety: they've already paid and want to know it didn't get lost in the void. If you wait hours or until the next day, you lose the effect and generate avoidable complaints.

What this template is NOT for:

Don't use it to notify that the order has already been shipped. That deserves another message (of the 'shipping update' category, if you use the API). Don't use it to ask for a review, offer discounts, or do post-sale follow-up either: mixing purposes makes Meta reject it or makes the customer feel it's spam.

If the purchase was a gift or the customer explicitly asked not to be contacted, don't send it. And if the payment isn't confirmed, don't use it: first resolve the charge, then confirm.

What to reply when the customer responds

The template opens the conversation, but the customer almost always responds. Here are the three most likely replies and a model message for each one.

1. 'When does it arrive?' — the classic. Don't promise dates you don't control. If you have the information, give it; if not, be honest.

Model: "Hello {{1}}, your order {{2}} is being prepared. Shipping to {{3}} takes between 3 and 7 business days, but we'll confirm as soon as the company ships it. Does that work for you?"

2. 'I want to change the address' — here you need to act fast before it ships.

Model: "Hi {{1}}! We still have time to change the address for your order {{2}}. Send me the correct address and we'll update it right away. Thanks for letting us know!"

3. 'Can I cancel?' — if it's already being prepared, it depends on your policy. Be clear and straightforward.

Template: "Hi {{1}}, your order {{2}} is already being prepared, so we can't cancel it from here. But as soon as it arrives you can start a return without any problem. Can I help you with that?"

How to know if the message worked

A confirmation message isn't measured by whether the customer replies. It's measured by what did NOT happen: complaints, returns, and 'where is my order?' messages.

Look at these three indicators:

First, the response rate. If the customer replies with 'thanks' or an emoji, the message reached them well. If no one replies, it's not that it failed: it's that it didn't generate doubts, which is exactly what you're looking for.

Second, the number of follow-up messages. If after the confirmation you get fewer 'when does it arrive?' inquiries, the template is doing its job. Before using it, write down how many inquiries of that type you received per week; then compare.

Third, the delivery rates on the platform you use. If you use the Meta API, look at the message status: if it shows 'delivered' and 'read', the customer saw it. If you see many 'failed', check whether the numbers are valid or whether the template has any problem with the variables.

If the message doesn't work, it's not that the template is bad: it's that the problem is somewhere else, like the dispatch time or the tracking communication.

Why Meta can reject the template and how to fix it

Meta doesn't approve templates at random. There are specific reasons for rejection, and almost all of them can be fixed.

The most common one: mixing categories. If you include a discount or a review request inside a 'utility' message, Meta rejects it because it isn't a pure transactional notice. The solution is to separate them: this template is only for confirming. Offers and reviews go somewhere else.

Another reason: variables used incorrectly. If you use {{1}} for a long sentence or a URL, Meta may reject it. Variables are for short data: name, order number, city. Nothing more.

They also reject it if the message sounds like spam or promotional. Words like 'Buy now!', 'Offer' or 'Last chance' in a utility template are a direct ticket to rejection. And if the text doesn't match the declared purpose, that too.

How to fix it: read the exact reason for rejection in the Meta panel, adjust the text and submit it again. Approval usually takes up to 48 hours, but if the message is clear and categorized well, it shouldn't cause problems. If you use Wando, the panel notifies you of the status and helps you fix it.

Formal vs. casual variant: which to use and when

You already have both variants. The question is when to use each one, because choosing wrong affects how the customer perceives it.

The formal one is for industries where trust is built with distance: real estate agencies, clinics, professional services. It's also for high-ticket purchases, where the customer expects to be treated seriously. If you sell designer furniture or a subscription service, go with the formal one.

The friendly one is for mass-consumer ecommerce: clothing, accessories, food, cosmetics. There, customers value closeness and speed more than formality. If your brand uses casual language in the rest of its communication, the friendly variant is the consistent choice.

A simple rule: if your customer writes 'Hi, how's it going?', respond in a friendly way. If they write 'Dear Sir/Madam, I would like to inquire...', respond formally. The customer's register sets the register of your reply.

And if you're unsure, test it: use the friendly one for a month and measure the response rate. If it drops, switch to the formal one. Data decides.

Shipping notice with tracking

When a customer buys from you online, what they most want to know after paying is when their order will arrive. A shipping notice with tracking not only reassures them, it also keeps them from flooding you with messages asking 'have you shipped it yet?'. Here's a template ready to copy, with variables so you can personalize it in seconds.

• {{1}} – Customer name (e.g.: María)
• {{2}} – Order number or code (e.g.: #10234)
• {{3}} – Tracking link (e.g.: https://tuweb.com/seguimiento/10234)
• {{4}} – Your store name (e.g.: Tu Tienda Online)

1. 1Copy the template message and replace the variables with the real data for each order.
2. 2In WhatsApp Business, save it as a template (or use it directly in a conversation). If you use the Meta API, upload it in the WhatsApp Manager panel.
3. 3With Wando, you upload this template in the panel and the AI uses it automatically when it detects that the order has been shipped. You just approve with one click before it goes out.

When to send this message (and when not to)

This shipping notice works when the order has already left your warehouse and you have a real tracking number. The ideal moment is as soon as the courier or messaging service confirms the dispatch. That way the customer receives the message before they start asking.

Do not send it if the order has not been shipped yet. The message promises a tracking link that does not exist yet, and that creates more doubt than silence. Do not use it for canceled or pending orders either: for those cases you need another template, of a different category.

If your store sells digital products or services, this message does not apply. And if you do not have automatic tracking, wait until you do or change the variable {{3}} to a generic notice like "we'll let you know when the courier has it".

What to reply if the customer responds "when does it arrive?"

It is the most common response to a shipping notification. The customer wants a date, not a link. If you have the estimated date from the courier, use it. If not, be honest and offer manual tracking.

Template message: "Hi {{1}}! According to the courier, your order {{2}} arrives between {{3}} and {{4}}. If it doesn't arrive by that date, write to us and we'll look into it. You can track it here: {{5}}."

If you don't have an estimated date: "Hi {{1}}! We don't have an exact date yet, but order {{2}} is already on its way. As soon as the courier confirms the delivery, we'll let you know. Does that work for you?"

What to reply if the customer says "I didn't receive anything"

The customer may say they didn't receive the tracking or that the link doesn't work. First verify that the tracking number is correct and that the link is active. If the link fails, the problem is yours, not the customer's.

Template message: "Hi {{1}}! Sorry, we checked and the tracking link had an error. Here is the correct one: {{2}}. Your order {{3}} is still on its way. If you have any other issue, let us know."

If the order shows as delivered but the customer says it didn't arrive, don't argue. Offer to check with the courier and keep them informed: "We'll file a claim with the courier and confirm with you in {{1}} hours. Thanks for your patience."

What to reply if the customer asks to change the address

An address change after shipping is complicated. Many times the courier no longer allows modifications. Don't promise it can be done if you're not sure.

Template message: "Hi {{1}}! Your order {{2}} is already on its way, so we can't change the delivery address. If you won't be there, you can leave a note for the courier or ask them to leave it at a pickup point. Would you like us to help you with that?"

If the courier still allows changes: "Hi {{1}}! We'll try to change the address. We'll confirm here if the courier accepts it. In the meantime, your order {{2}} is still on its way."

How to tell if the message worked

The goal of this notice is to reduce inquiries about the shipment. The most direct way to measure it is to compare how many "when will it arrive?" messages you receive before and after implementing the template.

If you use Wando, you can see in the stats how many messages were sent, how many were opened and how many conversations continued after the notice. If the customer response rate is low (less than 10%), the message probably did its job.

Also check if the tracking link gets clicks. If nobody taps it, it could be that the message isn't arriving or that the link is broken. Check that before changing the text.

Why Meta can reject this template and how to fix it

Meta rejects templates for several reasons. The most common one is that the message does not match the category you chose. This notice is 'utility', not 'marketing'. If you submit it as marketing, they reject it.

Another typical reason is including promotions or links that do not correspond to tracking. Meta does not allow mixing a shipping notice with an offer. The message must be purely informational.

They also reject templates with poorly defined variables or with unusual formatting. Each {{1}}, {{2}} must have a clear example. And the text cannot have spelling errors or strange characters.

If you get rejected, read the exact reason in WhatsApp Manager, fix that and submit it again. Approval takes up to 48 hours, so do not leave it until the last moment.

WhatsApp template for abandoned cart in ecommerce

If you have an online store, it has surely happened to you: the customer adds to the cart, gets distracted, closes the chat and does not come back. With this WhatsApp message you can reactivate that sale without sounding pushy. Copy it, fill in the variables and send it at the right moment.

• {{1}}: customer name (e.g. 'María')
• {{2}}: product or products in the cart (e.g. 'size M t-shirt')
• {{3}}: estimated delivery time or availability (e.g. '24 hours')

1. 1Copy the message and replace the variables with the customer's real data.
2. 2In WhatsApp Business, open that contact's chat and paste it. If you use Wando, you upload it in the template panel and the AI suggests it automatically when it detects an abandoned cart.
3. 3Send the message within the first 2 hours after abandonment: that's when the customer still has purchase intent.
4. 4If the customer replies, continue the conversation: send them the payment link or answer their questions. In Wando, the AI suggests the reply and you approve it with one click.

Important: this type of message is promotional (marketing category in Meta's official WhatsApp API). To use it, you need a template approved by Meta and the customer's opt-in. Approval usually takes up to 48 hours. If the message were a reminder about a purchase already started (transactional), the utility category would apply, but always check Meta's requirements.

When to send this message and when NOT to send it

Timing is key. Send it within the first 2 hours after the customer abandons the cart. That's when purchase intent is still warm: the customer got distracted, but didn't change their mind. If you wait more than 24 hours, most have already forgotten or bought elsewhere.

Don't send it if the customer has already completed the purchase: it's annoying and makes you look disorganized. Don't use it either for customers who never gave their number or who didn't opt in to receive marketing messages: besides being spam, Meta can penalize you. And be careful: if the abandonment was a week ago, better not to send this message. That customer needs another strategy, like an offer, not a simple reminder.

If you use Wando, you can set up the template so the AI suggests it automatically when it detects an abandoned cart, but always with your approval before sending it. That way you don't miss the timing and you stay in control.

What to reply to the three most likely customer responses

When you send an abandoned cart message, the most common responses are three. Have them ready so you don't improvise.

1. "Yes, I'm interested": reply quickly with the payment link and a confirmation. Template message: "Great {{1}}! Here's the link to complete your purchase of {{2}}: [link]. If you have any questions, let me know. Thanks!"

2. "How long does shipping take?": here, don't sell, inform. Template message: "Hi {{1}}, shipping for {{2}} takes approximately {{3}}. If you buy today, it will arrive within that timeframe. Should I send you the payment link?"

3. "No, thanks": don't insist, but leave the door open. Template message: "No problem {{1}}! If you change your mind, your cart is saved for a few days. If anything comes up, I'm here. Have a great day!"

• Response 1: yes, I'm interested → direct payment link.
• Response 2: shipping? → timeframe and confirmation.
• Response 3: no, thanks → close kindly, without insisting.

How to tell if the message worked

Sending isn't enough: you have to measure. The main metric is how many customers respond and how many of those complete the purchase. If you use Wando, the message and campaign statistics show you delivered, read and replied, so you know if the template is performing.

Also look at response time: if the customer replies within the hour, interest is high. If it takes days, they probably won't buy. And watch out for false metrics: a read message is not a sale. What matters is the final conversion, not the open.

If after 20 sends you don't get any sales, it's not that the message is wrong: it could be the price, the product or the timing. Try changing the variable {{2}} for something more specific or adjust the sending time. Measure, adjust and try again.

What makes Meta reject a template like this and how to fix it

Meta rejects templates for two common reasons: misleading content and incorrect format. If you promise "free shipping" and that's not the case, or if the message asks for sensitive data (like passwords), it will be rejected. They also reject it if the text doesn't match the category: this is marketing, not utility.

Another frequent reason: poorly defined variables. If {{2}} doesn't make clear what it is, or if the message has typos, Meta sends it back. Fix it by checking that each variable has a clear example and that the message is coherent without replacing them.

The approval period is up to 48 hours, but if it's rejected, don't resend it as is: fix the problem and upload it again. In Wando, you can upload the template and the system lets you know if it meets the basic requirements before sending it to Meta.

A more formal variant and a more casual one, and when to use each

The formal one is for customers you don't know or premium brands: "Dear {{1}}, we noticed you left an order for {{2}} unconfirmed...". Use it if your store is luxury, if the ticket is high, or if the customer has never interacted with you. It conveys respect and distance.

The friendly one is for regular customers or young brands: "Hi {{1}}! 👋 We saw you were left wanting {{2}}...". Use it if your audience is millennial or Gen Z, if you sell fashion products, or if the customer has bought from you before. It builds trust and closeness.

Don't mix tones: if you start formal, keep it throughout the conversation. If you start friendly, don't switch to formal all of a sudden. And if you're unsure, try both in separate campaigns and measure which one converts better with your customers.

Exchange or return in progress

Has it happened to you that a customer writes to you at 2 AM asking how their exchange is going? With this template you reply right away, no hassle, and on top of that you keep a record of everything. It's a transactional message (utility category), so it doesn't need the customer's prior opt-in: you can send it because it's part of the after-sales service.

What goes in each variable

• {{1}}: the customer's name, so it feels like you're talking to them, not to a crowd.
• {{2}}: the order number or tracking code. If you don't have it handy, put the purchase date.
• {{3}}: the date you received the package (or the estimated date if it hasn't arrived yet).
• {{4}}: the estimated time in business days to process the exchange or return. Be realistic: better to promise 5 and deliver in 3, than the other way around.

How to upload it to WhatsApp Business

1. 1Open WhatsApp Business, go to Tools > Catalog > Message templates.
2. 2Paste the message with the variables {{1}}, {{2}}, etc. and save it as a draft.
3. 3When a customer writes to you about an exchange, copy the template, replace the variables with the real data, and send it.
4. 4If you use Wando, you upload the template to the dashboard and the AI suggests it automatically when it detects that the customer is asking about an exchange or return. You just approve it with one click.

Variants depending on the tone you want

Why this template works

An exchange or return is a delicate moment: the customer is already a bit angry or anxious, and if you don't respond quickly, they get more upset. With this message you give them certainty and show that you're on top of it. Also, since it's a transactional template, you can use it without fear of Meta rejecting it for spam. And if you upload it to Wando, the AI will use it on its own when the context calls for it, so you don't have to be watching the chat all day.

When to send this message (and when NOT to)

This message goes out only at a specific moment: when the customer has already told you they want a change or return and you have already received or are about to receive the package. It is the 'we're on it' notice, not the 'done' notice.

Don't send it if the customer hasn't said anything yet. If they write to you asking 'how do I change my order?', first reply with the process instructions, not with this template. Don't use it either to confirm that the change has already been resolved: that's where another shipping or refund confirmation template goes.

The ideal moment is the same day you receive the package or, if you have the courier notification, the day you know it will arrive. That way the customer doesn't write to you asking two days later.

What to reply if the customer responds 'and how much longer?'

The customer asking how much longer is anxious, but not angry. The reply has to be concrete and give them a date, not a 'we'll let you know'.

Sample message: 'Hi {{1}}, your change/return for order {{2}} is in process. We received the package on {{3}} and the timeframe is {{4}} business days. If you don't have any news by {{5}}, write to us and we'll look into it personally.'

The {{5}} variable is the deadline you promised (day {{3}} + {{4}} business days). If the timeframe has already passed, don't use this template: move on to resolving the case directly.

What to reply if the customer says 'I want to cancel the exchange'

It can happen that the customer changes their mind and wants a refund instead of an exchange. Don't get into an argument: offer the option and confirm it in the same message.

Template message: 'Hi {{1}}, no problem. We can cancel the exchange for order {{2}} and move to a refund. We'll confirm the refund within {{3}} business days after we receive the package. Does that work for you?'

If the customer has already received the product and hasn't sent it yet, add the step of sending it: 'When you send it, share the tracking code with us in this chat and we'll wait for it.'

What to reply if the customer asks about the status of the refund

This is the most common question after the initial notice. The answer has to be clear about the processing times of Mercado Pago or whichever method you use.

Template message: 'Hi {{1}}, your refund for order {{2}} is being processed. The payment is credited within {{3}} to {{4}} business days, depending on the payment method. If you don't see it by {{5}}, write to us and we'll send you the receipt.'

Don't make up exact timeframes: the crediting times are set by the payment processor, not by you. If you use Mercado Pago, refer to their official documentation for the refund timeframes.

How to tell if the message worked

The message worked if the customer doesn't write back asking the same thing. If they reply 'thanks' or an emoji, that's it: you gave them certainty and they won't bother you again.

In Wando, check the message statistics: if the customer opened the chat and didn't send any further questions, that's a good sign. If they ask again 'so?', the message didn't land: it probably lacked a specific date or you didn't give them an escalation channel.

You can also measure resolution time: if the case closes in less than 24 hours after sending the template, it worked. If it drags on, check whether the timeframe you promised was realistic.

Why Meta may reject this template

Meta is strict with templates: if the message looks like advertising or isn't clearly transactional, it rejects it. The most common reasons with this template are:

1. Including offers or promotions ('enjoy 20% off') that push it out of the utility category. 2. Putting URLs that aren't from your domain or that don't point to the privacy policy. 3. Using vague language like 'we're working on your case' without giving a date or a specific next step. 4. Not including the customer's name or order number: without context, it looks like spam.

To fix it, replace the vague language with specific data (dates, order numbers), remove any promotion and make sure the message is 100% informative. If it gets rejected, edit it and send it again: approval takes up to 48 business hours.

WhatsApp template to reactivate customers in your ecommerce

Do you have customers who bought once and never came back? It happens often. With a well-crafted WhatsApp template, you can reactivate them without falling into spam. Here's a message you can copy, adapt, and start using today.

• {{1}}: customer name (e.g. Maria).
• {{2}}: your store name (e.g. Tienda Lola).
• {{3}}: reason for the discount (e.g. your birthday, end of season, etc.).
• {{4}}: discount percentage or amount (e.g. 15%).

1. 1Copy the message and replace the variables with your customer's real data.
2. 2In WhatsApp Business, use the templates option to save and send it. Note: if it's promotional, you need Meta to approve it (marketing category) and the customer must have given their opt-in.
3. 3If you use Wando, you upload the template to the dashboard and the AI will use it on its own when it detects it's appropriate, always with your prior approval.

When to send this message (and when not to)

Timing is everything. This message works if the customer has already bought at least once and between 30 and 60 days have passed without activity. That's the sweet spot: they still remember you, but they're about to forget you.

Don't send it if the customer bought from you less than two weeks ago: you'll seem eager and the discount loses value. Don't send it at odd hours either: Monday to Friday between 10:00 and 18:00 is ideal. Avoid Sundays and holidays, unless your business is food service or something urgent.

And be careful: if the customer has already received a promo from you in the last 30 days, don't pile on. Wait. Spam kills conversion and can cost you the opt-in.

What to reply when the customer says "yes"

When the customer replies yes, you have to be fast and direct. Don't make them wait for the payment link: every minute that passes, it cools down.

Reply template:

Great {{1}}! 🎉 Here's the payment link: {{2}}. You have until {{3}} to use it. If you need anything, message me here.

• {{1}}: customer name.
• {{2}}: direct payment link (ideally with the discount already applied).
• {{3}}: promo deadline.

What to reply when the customer says "no" or "I don't have money"

A "no" is not a rejection of your brand, it's a rejection of the moment. Don't insist with the discount: offer something of value without pressure.

Reply template:

Thanks for replying, {{1}}! I completely understand. If you'd like, I'll let you know when we have offers or new products that might work for you. Does that sound good?

• This way you keep the door open and add one more reason to reach out later without being pushy.

What to reply when the customer asks "where did you get my number?"

This is the most delicate reply. Here's where honesty comes in: if the customer gave you their number when they made a purchase, you have the right to contact them about matters related to your business. But if they didn't opt in for promos, you're taking a risk.

Response template:

Hi {{1}}, we're reaching out because you're a customer of {{2}} and we want to offer you an exclusive benefit. If you'd rather not receive more messages, just let me know and I won't bother you again.

• If they ask you not to write to them again, respect that. Note in your CRM or in Wando that they don't want to receive promos and don't send them anything else.

How to know if the message worked

It's not just about selling. Measure three things:

Response rate: how many replied something. If it's under 15%, the message or the discount isn't engaging.

Conversion rate: of those who responded, how many bought. If it's under 30%, the problem is the payment link or the discount.

Opt-out rate: if more than 5% ask you not to write to them, you're spamming. Review the list and the message.

• With Wando, you can see these metrics in the statistics dashboard, without doing the math by hand.

Why Meta can reject your template (and how to fix it)

Meta is strict with marketing templates. The most common reasons for rejection are:

Lack of opt-in: if the customer did not agree to receive promotions, the template is not approved or the send is blocked. Solution: add an opt-in checkbox at checkout.

Misleading content: if you promise a discount that is not real, or you do not clarify the conditions, Meta rejects it. Solution: be clear and specific.

Incorrect format: if you use too many emojis, capital letters or excessive punctuation, the template can be rejected. Solution: keep the text clean and professional.

If you are rejected, read the reason in the Meta dashboard and fix that specific issue. Do not resend it as is, because you can be penalized.

When to send this message (and when not to)

Timing is everything. This message works if the customer has already bought at least once and 30 to 60 days have passed without activity. That is the sweet spot: they still remember you, but they are about to forget you.

Don't send it if the customer bought from you less than two weeks ago: you'll come across as eager and the discount loses value. Don't send it at odd hours either: Monday to Friday between 10:00 and 18:00 is ideal. Avoid Sundays and holidays, unless your business is food service or something urgent.

And be careful: if the customer has already received a promo from you in the last 30 days, don't pile on. Wait. Spam kills conversion and can cost you the opt-in.

What to reply when the customer says "yes"

When the customer responds yes, you have to be quick and direct. Don't make them wait for the payment link: every minute that passes, it cools down.

Reply template:

Great {{1}}! 🎉 Here's the payment link: {{2}}. You have until {{3}} to use it. If you need anything, message me here.

• {{1}}: customer name.
• {{2}}: direct payment link (ideally with the discount already applied).
• {{3}}: promo deadline.

What to say when a customer says "no" or "I don't have money"

A "no" is not a rejection of your brand, it's a rejection of the moment. Don't push with a discount: offer something of value without pressure.

Reply template:

Thanks for replying, {{1}}! I completely understand. If you'd like, I'll let you know when we have offers or new products that might work for you. Does that sound good?

• That way you keep the door open and give yourself one more reason to write to them later without being pushy.

What to say when a customer asks "where did you get my number?"

This is the most delicate reply. Here honesty matters: if the customer gave you their number when they made a purchase, you have the right to write to them about your business. But if they didn't opt in for promos, you're taking a risk.

Reply template:

Hi {{1}}, we're reaching out because you're a customer of {{2}} and we want to offer you an exclusive benefit. If you'd rather not receive any more messages, let me know and I won't bother you again.

• If they ask you not to write to them again, respect that. Note in your CRM or in Wando that they don't want to receive promos and don't send them anything else.

How to know if the message worked

It's not just about selling. Measure three things:

Response rate: how many replied with something. If it's under 15%, the message or the discount isn't engaging.

Conversion rate: of those who responded, how many bought. If it's under 30%, the problem is the payment link or the discount.

Opt-out rate: if more than 5% ask you not to write to them, you're spamming. Review the list and the message.

• With Wando, you can see these metrics in the statistics panel, without doing the math by hand.

Why Meta can reject your template (and how to fix it)

Meta is strict with marketing templates. The most common reasons for rejection are:

Lack of opt-in: if the customer did not agree to receive promotions, the template is not approved or the send is blocked. Solution: add an opt-in checkbox at checkout.

Misleading content: if you promise a discount that is not real, or you do not clarify the conditions, Meta rejects it. Solution: be clear and specific.

Incorrect format: if you use too many emojis, capital letters or excessive punctuation, the template can be rejected. Solution: keep the text clean and professional.

If you are rejected, read the reason in the Meta panel and fix that specific issue. Do not resend it unchanged, because you can be penalized.

Post-signup welcome

When a customer signs up on your online store, that is the perfect moment to make a good first impression. A welcome message on WhatsApp helps you confirm that their account is active, offer them help and, if you want, give them a welcome discount. Here is a template ready to copy, with variables that you will be able to fill in with each customer's data.

• {{1}}: customer name (e.g. 'María').
• {{2}}: your store name (e.g. 'Moda Urbana').
• {{3}}: discount code (e.g. 'BIENVENIDA10').
• {{4}}: benefit (e.g. '10% discount').

1. 1Copy the template message and replace the variables with the real data (or leave the variables if you use a tool that fills them in automatically).
2. 2In WhatsApp Business, go to 'Messaging tools' > 'Welcome messages' and paste the text. You can also set it up as an away message or quick reply.
3. 3If you use Wando, upload the template in the dashboard and the AI will use it when appropriate, always with your team's approval before sending (human-in-the-loop).

When to send this message (and when not to)

The ideal time to send this template is right after the customer confirms their registration in your store. That's the peak of interest: you've just won their attention and the message feels like a natural response to an action they took themselves.

Don't send it at other times. If the customer didn't sign up, if several hours have already passed, or if they're in the middle of a purchase, the message loses context and becomes annoying. Don't use it as an excuse to spam either: if there's no new sign-up, there's no welcome to give.

And watch the timing. If the sign-up happens in the early hours of the morning, schedule the send for the morning. A message at 3 AM doesn't make a good impression, no matter how nice the template is.

What to reply when the customer responds: 3 template messages

After the welcome, the customer will most likely respond with one of these three things. Don't improvise: have a ready answer for each case.

• Asks about shipping: 'Hi, do you ship to {{1}}?' → 'Yes! We ship nationwide. To {{1}} it takes {{2}} business days. You'll see the exact cost at checkout. Want me to give you more details?'
• Asks about the discount: 'How do I use the code?' → 'Easy: add the products to your cart, enter the code {{3}} in the discount field, and {{4}} is applied automatically. Shall we try it together?'
• Asks about payment methods: 'Do you accept Mercado Pago?' → 'Yes, we accept Mercado Pago, card, and bank transfer. At checkout you choose whichever is most convenient for you. Do you have any questions about any of them in particular?'

How to tell if the message worked

The success of a welcome isn't measured by whether the customer replied 'thanks'. It's measured by whether they did what you wanted them to do: use the discount or complete their first purchase.

To know if it worked, look at two things. First, the response rate: how many replied asking about shipping, prices, or the code? That tells you if the message generated interest. Second, and more important, the conversion: how many of those who received the welcome used the code {{3}} or bought within the following 7 days?

If the response rate is high but nobody buys, the problem is in your offer or your checkout, not in the message. If nobody responds, try changing the text or the benefit. And if you use Wando, the message and campaign statistics show you these numbers without having to calculate anything by hand.

Why Meta can reject this template and how to fix it

Meta reviews every marketing template before approving it. If yours is rejected, it is usually for one of these reasons:

1. Lack of opt-in: you did not prove that the customer consented to receive messages. The solution is to add a checkbox at sign-up and keep the record.

2. Misleading language or spam: exaggerated promises, words in all caps, or too many emojis. Check that the text is clear and honest.

3. Incorrect format: misplaced variables, strange line breaks, or content that does not match the 'marketing' category. Make sure the variables {{1}}, {{2}}, {{3}} and {{4}} are well defined and that the message is readable.

If you are rejected, read the exact reason in the Meta panel, correct what it indicates and submit again. Approval can take up to 48 hours. There is no shortcut: the template has to comply with the rules, there is no way around it.

Formal and friendly variants: when to use each one

The formal variant is for brands that want to project seriousness: tech stores, professional services, or businesses with a more conservative audience. Use it when the context is formal, such as a service subscription or a corporate purchase.

The friendly variant is for young brands or brands with a relaxed tone: fashion, cosmetics, food. It works well when the customer has already interacted with your brand casually, for example on social media.

The rule is simple: the tone of the message has to match the tone you use in the rest of the conversation. If at checkout you write 'Thanks for your purchase!' and then you send a 'Dear Sir/Madam', the customer realizes it's a robotic message. And that kills trust.

WhatsApp template to launch a product on your ecommerce

When you launch a new product, WhatsApp is the most direct channel to let your customer base know. But sending the same message to everyone, one by one, is a headache. With this template you have it ready to copy, paste, and personalize with each customer's data.

• {{1}}: customer name (e.g. 'María').
• {{2}}: name of the new product (e.g. 'the new oversized jacket').
• {{3}}: direct link to the product in your online store.

1. 1Load the template in the Wando panel ('Templates' section) and fill in the variables with your customer's data.
2. 2Enable sending: the AI will use it automatically when a customer asks about that product, or you can send it manually from the inbox.
3. 3If you use WhatsApp Business directly, go to 'Message tools' > 'Template messages' and create it with the same variables.

When to send this message (and when not to)

The exact timing matters. Send it as soon as the product is available in your store, ideally between Tuesday and Thursday from 10:00 to 18:00. That range usually has better open rates than early Monday or Friday afternoon, when people are focused on other things.

Don't send it if the customer hasn't given you the OK to receive promotions. Also, don't use it for a shipping notice or an order confirmation: that goes as a transactional message, with a different template. And avoid sending it more than once per launch: repeating the same message to the same base is the fastest way to get reported as spam.

What to reply if the customer asks for the price

If the customer replies "how much does it cost?", don't send them a PDF or a generic link. Reply with the exact price and a gentle nudge to close:

Example: "Hi {{1}}! The {{2}} is at {{3}}. Here's the link so you can check it out: {{4}}. If it works for you, I'll hold it for 24 hours so it doesn't get away."

Variables: {{1}} name, {{2}} product, {{3}} price (note: don't make up prices, use the ones you have loaded), {{4}} direct link.

• If the price varies by customer (discounts, memberships), clarify: "The price depends on your case, tell me and I'll send you yours".
• If they ask about shipping, add: "Shipping is available nationwide, the cost is calculated by the cart before you pay".

What to reply if the customer asks for more photos or details

Don't just say "check the website". Offer what they need and close with a specific question:

Example: "Hi {{1}}! I'm sending you more photos of the {{2}} here. Would you like me to also send you the exact measurements or anything else?"

If the customer is unsure between two sizes or colors, add: "If you want, I can send you the size guide and help you choose. Tell me what you're unsure about and we'll figure it out."

What to reply if the customer says 'I'll think about it'

That "I'll think about it" isn't a no, but if you don't engage them, it goes cold. Reply with something that adds value and leaves the door open:

Example: "Sure {{1}}, take your time. If it helps, I'll hold the {{2}} for you for 24 hours so it doesn't sell out. Any questions, I'm here."

Don't push or send another message the next day. Let them come back on their own. If they don't come back within a week, only then can you send them a specific promo (always with their consent).

How to know if the message worked

The message worked if the customer clicks the link, replies something, or buys. Don't rely on a feeling: measure it.

In Wando, campaign statistics show you delivered, read, and clicks. Compare those numbers with your previous sends: if the click rate is higher than 5%, it went well. If it's lower, try changing the subject or the time.

Another sign: the customer replies with a specific question (price, size, shipping). That means the message interested them, even if they haven't bought yet.

Why Meta can reject the template (and how to fix it)

Meta rejects marketing templates for three common reasons: language that looks like spam (all caps, repeated exclamation marks), lack of customer opt-in, or the message not being clear about what it is promoting.

If it gets rejected, review the text: remove the extra exclamation marks, make sure the product {{2}} is well described and that the link {{3}} goes directly to the product, not to the home page.

After correcting it, submit it for review again. Approval can take up to 48 hours, but it is usually faster if the text is clean.

When to send this message (and when not to)

The exact timing matters. Send it as soon as the product is available in your store, ideally between Tuesday and Thursday from 10:00 to 18:00. That range usually has better open rates than early Monday or Friday afternoon, when people are focused on other things.

Do not send it if the customer has not given you the OK to receive promotions. Do not use it for a shipping notice or an order confirmation either: that goes as a transactional message, with a different template. And avoid sending it more than once per launch: repeating the same message to the same base is the fastest way to get reported as spam.

What to reply if the customer asks for the price

If the customer replies "how much does it cost?", do not send them a PDF or a generic link. Reply with the exact price and a gentle nudge to close:

Example: "Hi {{1}}! The {{2}} is at {{3}}. Here's the link so you can see it: {{4}}. If it works for you, I'll hold it for 24 hours so you don't miss out."

Variables: {{1}} name, {{2}} product, {{3}} price (note: don't make up prices, use the ones you have loaded), {{4}} direct link.

• If the price varies by customer (discounts, memberships), clarify: "The price depends on your case, tell me and I'll send you yours".
• If they ask about shipping, add: "We ship nationwide, the cart calculates the cost before you pay".

What to reply if the customer asks for more photos or details

Don't stop at "check the website". Offer what they need and close with a specific question:

Example: "Hi {{1}}! I'm sending you more photos of the {{2}} here. Would you like me to also send you the exact measurements or anything else?"

If the customer is unsure between two sizes or colors, add: "If you want, I'll send you the size guide and help you choose. Tell me what you're unsure about and we'll figure it out."

What to reply if the customer says 'I'll think about it'

That "I'll think about it" isn't a no, but if you don't engage them, it goes cold. Reply with something that adds value and leaves the door open:

Example: "Sure {{1}}, take your time. If it helps, I'll hold the {{2}} for you for 24 hours so it doesn't sell out. Any questions, I'm here."

Don't push or send another message the next day. Let them come back on their own. If they don't come back within a week, that's when you can send a specific promo (always with their consent).

How to know if the message worked

The message worked if the customer clicks the link, replies something, or buys. Don't rely on a feeling: measure it.

In Wando, campaign statistics show you delivered, read, and clicks. Compare those numbers with your previous sends: if the click rate is higher than 5%, it went well. If it's lower, try changing the subject or the time.

Another sign: the customer replies with a specific question (price, size, shipping). That means the message interested them, even if they haven't bought yet.

Why Meta can reject the template (and how to fix it)

Meta rejects marketing templates for three common reasons: language that looks like spam (all in uppercase, repeated exclamation marks), lack of customer opt-in, or the message not being clear about what it is promoting.

If it gets rejected, review the text: remove the extra exclamation marks, make sure the product {{2}} is well described and that the link {{3}} goes directly to the product, not to the home page.

After correcting it, submit it for review again. Approval can take up to 48 hours, but it is usually faster if the text is clean.

Payment reminder

Has it happened to you that a customer fills the cart, writes to you, promises to pay and then... nothing? It happens all the time. The problem is not that they do not want to buy, but that their intention cooled off. A payment reminder via WhatsApp, well written and at the right moment, can recover that sale without sounding pushy.

• {{1}}: customer name (e.g. 'María')
• {{2}}: order number or detail (e.g. '#1234' or 'blue t-shirt size M')

1. 1In WhatsApp Business, go to 'Tools' > 'Catalog' or use the 'Messages' option to create a template from the admin panel.
2. 2Enter the text with the variables {{1}} and {{2}} and save it as a utility (transactional) type template.
3. 3When a customer leaves an order unpaid, send the message with the complete details.
4. 4If you use Wando, you upload this template in the panel and the AI uses it automatically when it detects a pending order, always with your prior approval.

When to send it and when not to

The right moment is between 24 and 48 hours after the customer left the order unpaid. Earlier, it can feel rushed; later, it's already gone completely cold. If the customer wrote to you and promised to pay 'in a bit', wait that bit and a little longer: a reminder after 15 minutes is pressure, not help.

Don't send it if the customer already paid and the system update was delayed. Check the order status before sending. Also, don't use it for customers who never started a purchase: without a prior relationship, Meta may reject the template and the message won't arrive.

If the customer doesn't respond to the first reminder, don't insist with the same text. Wait for them to write again or use a marketing campaign with another template, as long as they have opted in. One reminder per order is the rule that doesn't annoy.

What to reply when the customer responds

The reminder opens a conversation. The customer can reply with three typical things: that they do want to pay, that they have a question, or that they are not interested. Each one needs a different response.

If they say yes: 'Perfect {{1}}! Here's the payment link: [link]. If you need anything, I'm here.' Short, no fuss.

If they have a question about the product or shipping: 'Good question {{1}}. Let me check and I'll confirm in a few minutes. In the meantime, here's the link in case you want to go ahead with the payment.'

If they say they're not interested: 'No problem {{1}}. I'll leave you the link anyway in case you change your mind. If you need anything else, let me know.' Don't insist, don't ask why. Leave the door open.

How to know if it worked

The main metric is simple: did the customer pay? If the order changes to paid within 24 hours after sending, the message worked. If not, it didn't work, and that's information too.

Also check whether the customer replied. A reply is not a payment, but it shows that the message didn't bother them and that the conversation is still alive. If they don't reply or pay, the reminder wasn't enough: the problem may be the price, the shipping or trust, not the text.

In Wando, message and campaign statistics show you delivered, read and replied. With that you can compare: if a reminder has high delivery but low response, the text or the timing is failing. If it has a good response but no payment, the problem is after the message.

Why Meta can reject this template

Meta reviews utility templates before approving them. If it rejects yours, it's usually for one of these reasons: the text asks for something that isn't transactional (like a discount), it includes links that aren't from your domain, or it has formatting errors in the variables {{1}}, {{2}}.

To fix it: use only links from your site or your payment gateway, not generic shorteners. Make sure the variables are properly declared and that the text doesn't promise anything you can't deliver. If Meta requests changes, adjust the text and resubmit it: approval takes up to 48 hours.

Don't use this template for marketing. If you mix in an offer, Meta will reject it and it could cost you approval of future templates. Keep the reminder clean, transactional, and free of promises.

Formal and casual variants: when to use each one

The formal variant ('Dear {{1}}...') is for customers you don't know, premium brands, or high-value products. It also works if the customer addressed you formally first: mirror their tone.

The casual variant ('Hi {{1}}! 👋...') is for customers who already know you, young brands, or low-cost products. If the customer uses an informal tone in the chat, use it without hesitation.

The rule is simple: look at how the customer talks to you and respond the same way. If you don't know, start formal and loosen up if the customer does. The payment reminder is a transactional message, but the conversation it opens is human.

When to send the reminder and when not to

The ideal time is between 24 and 48 hours after the customer left the order unpaid. Earlier, it can feel rushed; later, the intent has cooled off. If the customer promised to pay 'in a bit', wait that bit and a little longer: a reminder at 15 minutes is pressure, not help.

Don't send it if the customer already paid and the system didn't update. Check the order status before sending. Don't use it either for customers who never started a purchase: with no prior relationship, Meta can reject the template and the message won't arrive.

If the customer doesn't respond to the first reminder, don't insist with the same text. Wait for them to write again or use a marketing campaign with another template, as long as they have opt-in. One reminder per order is the rule that doesn't annoy.

How to respond to the three most likely replies

The reminder opens a conversation. The customer can reply in three typical ways: that they do want to pay, that they have a question, or that they're not interested. Each one needs a different response.

If they say yes: 'Perfect {{1}}! Here's the payment link: [link]. Anything you need, I'm here.' Short, no fuss.

If they have a question about the product or shipping: 'Good question {{1}}. Let me check and I'll confirm in a few minutes. In the meantime, here's the link in case you want to go ahead with the payment.'

If they say they're not interested: 'No problem {{1}}. I'll leave you the link anyway in case you change your mind. If you need anything else, let me know.' Don't insist, don't ask why. Leave the door open.

How to know if the message worked

The main metric is simple: did the customer pay? If the order changes to paid within 24 hours after sending, the message worked. If not, it didn't work, and that's also information.

Also check if the customer replied. A reply is not a payment, but it indicates that the message didn't bother them and that the conversation is still alive. If they don't reply or pay, the reminder wasn't enough: the problem may be the price, the shipping or the trust, not the text.

In Wando, the message and campaign statistics show you delivered, read and replied. With that you can compare: if a reminder has high delivery but low reply, the text or the timing is failing. If it has a good reply but no payment, the problem is after the message.

Why Meta may reject this template

Meta reviews utility templates before approving them. If it rejects it, it's usually for one of these reasons: the text asks for something that isn't transactional (like a discount), it includes links that aren't from your domain, or it has format errors in the variables {{1}}, {{2}}.

To fix it: use only links from your site or your payment gateway, not generic shorteners. Check that the variables are properly declared and that the text doesn't promise anything you can't deliver. If Meta asks for changes, adjust the text and send it again: approval takes up to 48 hours.

Do not use this template for marketing. If you mix in an offer, Meta will reject it and it could cost you approval of future templates. Keep the reminder clean, transactional, and without promises.

Formal and casual variants: when to use each one

The formal variant ('Dear {{1}}...') is for customers you don't know, premium brands, or high-value products. It also works if the customer addressed you formally first: mirror their tone.

The casual variant ('Hi {{1}}! 👋...') is for customers who already know you, young brands, or low-cost products. If the customer uses informal language in the chat, use it without hesitation.

The rule is simple: look at how the customer talks to you and respond the same way. If you don't know, start formal and loosen up if the customer does. The payment reminder is a transactional message, but the conversation it opens is human.

Restock notice

Has a customer asked you a thousand times if size M has arrived yet? With this restock notice you let them know as soon as the stock is back, without having to write again. Copy the message, fill in the details, and send it.

• {{1}}: customer name (e.g. 'María').
• {{2}}: restocked product (e.g. 'the jeans in size M').
• {{3}}: color or variant (e.g. 'blue') or the arrival date (e.g. 'this week').

1. 1In WhatsApp Business, go to Tools > Template Library > Create template.
2. 2Choose the Marketing category (because it is promotional) and paste the message with the variables {{1}}, {{2}}, {{3}}.
3. 3Send it for review; Meta's approval can take up to 48 hours.
4. 4Once approved, use it from the admin panel or from Wando: you upload it once in the panel and the AI suggests it automatically when appropriate, always with your approval before sending.

When to send it (and when not to)

The ideal moment is as soon as you confirm the restock in your system. Don't wait for the stock to be published on the website: if the customer asked you, they want to be the first to know.

Send it if the customer asked you about the product, if they had it in their cart and abandoned it, or if they bought it before and it is an item they repurchase. In that case, the message is expected and performs well.

Don't send it if the customer never showed interest in that product, if they recently bought something different from you and there's no sign they want more, or if more than 60 days have passed since their last interaction. In that case it's not a notice: it's spam.

What to reply when the customer responds

The template opens the conversation, but the customer's reply is a free-form message. There you no longer need an approved template: you can reply with normal text. These are the three most likely responses and how to follow up.

If they say "yes, hold it for me": confirm quickly and send the payment link. Don't leave the conversation open with no action.

If they say "how much does it cost?": reply with the price and the direct payment link. Don't send the price by message if you prefer them to pay on the website, but be explicit about where they can pay.

If they say "not now, later": don't push. Note that they'll be looking for it in a few days and let them know if stock drops again. Forcing the sale here makes you lose their trust.

• Reply to "yes": "Great, {{1}}! I'll keep it reserved for you. Here's the payment link: [link]. If you have any questions, message me."
• Reply to "how much does it cost?": "Hi {{1}}, it's [price]. Here's the payment link so you can secure it: [link]. Should I hold it for you in the meantime?"
• Reply to "later": "Sure, no problem. If stock drops I'll let you know. Do you want me to let you know if it gets low again?"

How to know if the message worked

The main metric is not how many messages you sent, but how many conversations turned into sales. If you sent 50 notices and 5 bought, you have a 10% conversion rate: that is a good number for a promotional message.

In Wando, campaign statistics show you delivered, read and replied. But the data that matters is the one that is not on the dashboard: how many of those who replied ended up paying. That one you have to measure yourself, by looking at the week's sales.

If nobody replies, check two things: the list (are they customers who actually asked for that product?) and the timing (did you send it on a Monday at 9 in the morning or a Friday at 8 at night?). The message can be perfect and the timing a disaster.

Why Meta can reject the template (and how to fix it)

Meta rejects templates for three common reasons: lack of opt-in, poorly defined variables and misleading content.

The first is the most frequent: if you cannot prove that the customer agreed to receive marketing, the template can be rejected even if the text is perfect. The solution is not to change the text, it is to collect opt-ins.

The second: the variables {{1}}, {{2}}, {{3}} have to be well defined in the Meta form. If you leave them empty or describe them poorly, the reviewer does not understand what will replace them and rejects it.

The third: if the message promises something you cannot deliver (e.g. "50% discount" and there is no such discount), Meta considers it misleading. Check that the text is literally true.

Formal vs. friendly variant: when to use each one

The formal variant works for customers who buy little, who are older, or in industries where the relationship is more distant (healthcare, real estate, professional services). It also works for the first contact after a purchase.

The friendly variant works well for customers who have already bought from you several times, who write to you informally, or who have a relationship of trust. If you're unsure, start formal and loosen up over time: it's easier to go from formal to friendly than the other way around.

The criterion isn't "the product is expensive, so formal." It's "how comfortable the customer feels with familiarity." A customer who addresses you informally and sends you voice notes doesn't want a "Dear Sir." One who addresses you formally and writes briefly probably prefers the formal treatment.

How to tell if the message worked (besides sales)

Sales are the final metric, but not the only one. There are earlier signals that tell you if the message is performing before the month closes.

Look at the response rate: if out of 50 sends you get 10 responses, you have 20% engagement. That's good for a promotional notice. If fewer than 10% respond, something is failing: it could be the text, the list, or the timing.

Also pay attention to negative responses: if several customers ask you not to write to them anymore, your list is poorly segmented. That's valuable information: adjust the segmentation before the next campaign.

At Wando, campaign statistics show you delivered, read and replied. But the data that matters is the one that isn't on the dashboard: how many of those who replied ended up paying. That one you have to measure yourself, by looking at the week's sales.

What happens if Meta rejects the template (and how to avoid it)

Rejection isn't the end of the world, but it's best to avoid it. Meta rejects templates for three common reasons: lack of opt-in, poorly defined variables and misleading content.

The first is the most frequent: if you can't prove that the customer agreed to receive marketing, the template can be rejected even if the text is perfect. The solution isn't to change the text, it's to gather opt-ins.

The second: the variables {{1}}, {{2}}, {{3}} must be properly defined in Meta's form. If you leave them empty or describe them poorly, the reviewer doesn't understand what will replace them and rejects it.

The third: if the message promises something you can't deliver (e.g. "50% discount" and there is no such discount), Meta considers it misleading. Check that the text is literally true.

If it's rejected, read the exact reason on Meta's dashboard, fix that specific point and submit again. Don't change the whole text: change only what they flagged.

Formal vs. friendly variant: when to use each one

The formal variant works for customers who buy little, who are older, or in industries where the relationship is more distant (health, real estate, professional services). It also works for the first contact after a purchase.

The casual variant works for customers who have already bought from you several times, who write to you informally, or who have a relationship of trust. If you're unsure, start formal and loosen up over time: it's easier to go from formal to casual than the other way around.

The criterion isn't "the product is expensive, so formal." It's "how comfortable the customer feels with familiarity." A customer who speaks to you informally and sends you voice messages doesn't want a "Dear Sir." One who addresses you formally and writes briefly probably prefers the formal tone.

How to measure performance without falling into empty metrics

The platform's metrics (delivered, read, replied) are useful, but they don't tell you whether the message generated money. The only metric that matters is conversion to sale.

To measure it, you need a system: when a customer replies "yes" or "how much does it cost?", mark that conversation as "interested" in your CRM or in a spreadsheet. Then, when you close the sale, cross-reference the data.

If you don't have a CRM, use tags in Wando: create a "restock" tag and a "purchased" tag. At the end of the campaign, count how many went from one to the other.

With that number, calculate your conversion rate: if you sent 50 messages and 10 replied, but only 3 bought, you have a 6% conversion rate. That tells you whether the message is worth repeating or adjusting.

How to prepare the list before sending the notice

The perfect message doesn't save a bad list. Before sending, make sure every contact has shown real interest in the product: that they asked about it, abandoned it in the cart, or bought it before.

Segment by product: don't send everyone the notice about the size M jeans if only 20 people asked about that size. The rest will read it as spam and may block you.

Also check the recency: if the contact hasn't interacted in more than 60 days, they're probably no longer interested. Better to remove them from the list and focus on the ones who are hot.

And the opt-in: if you don't have it, don't send. Better to invest in a previous campaign to gather permissions than to risk Meta blocking your number.

Pending payment

Has it happened to you that a customer ordered something, told you 'I'll transfer you' and then nothing? With this WhatsApp template for ecommerce you'll be able to remind them about the pending payment clearly and professionally, without falling into spam or awkward insistence. The best part: if you use Wando, the AI will use it on its own when it detects it's appropriate, and you just approve it with one click.

• {{1}}: customer name (e.g. 'María')
• {{2}}: order number or detail (e.g. 'order #1234' or 'the blue jeans size M')
• {{3}}: exact amount (e.g. '$18,500')
• {{4}}: payment method you offer (e.g. 'Mercado Pago or bank transfer')

1. 1Copy the template message and replace the variables {{1}}, {{2}}, {{3}} and {{4}} with each customer's details.
2. 2In WhatsApp Business, go to Messaging Tools > Message Templates and create a new template with that text (utility category, because it's a payment reminder).
3. 3Wait for Meta's approval (it usually takes up to 48 hours).
4. 4If you use Wando, upload it in the panel and the AI will suggest it automatically when the context is a pending payment. You approve it with one click and that's it.

When to send this message (and when not to)

The template works if the customer already bought from you but didn't pay. The right moment is between 24 and 48 hours after they confirmed the order, or when the payment link you sent them expires. If more than 3 days have passed without a response, it's better not to insist with the same text; at that point it's spam.

Don't use it for customers who never wrote to you or to offer discounts: that's marketing and it needs another template category. Also don't send it if the customer already told you they'll pay on a specific date: wait until that date and only then remind them. And never use it twice for the same order without the customer responding, or you'll be reported as spam.

How to respond to the three most likely replies

The customer can reply to you in three typical ways. Prepare the response before sending the template, so you don't improvise.

If they say 'I'll transfer you now' or 'I'll pay now': 'Great {{1}}! I'll wait. If you need the payment link again, I'll send it to you right away.'

If they say they had a problem with the payment: 'No worries {{1}}, we'll help you. What error did you get? Try again with {{4}}, or I'll send you an alternative link.'

If they say they're not interested or they cancel: 'No problem {{1}}, we'll cancel it. If at some point you want to pick it back up, let me know and I'll have it ready for you.'

How to know if the message worked

Success isn't just that they pay you: it's that the customer replies to you. If they answer, the template worked as a gateway. If they don't say anything within 24 hours, don't send it again; wait for the payment link to expire and try another strategy, like a phone call.

In Wando, you can see in the statistics how many templates were sent and how many replies you received. If the response rate is low (less than 30%), try changing the tone or the time you send it. Also check whether the customer opened the chat or not: that gives you a hint about whether they're reading you.

Why Meta can reject your template and how to fix it

Meta rejects templates for three common reasons: missing variables, misleading content, or the wrong category. If your template has no variables ({{1}}, {{2}}, etc.), Meta won't approve it because it isn't personalized. If the text promises something you can't deliver, like 'payment in 5 minutes', it also gets rejected. And if you categorize it as marketing instead of utility, they'll reject it too.

To fix it, check that all variables are properly marked and that the message is clear. If it was rejected, Meta tells you the reason; fix that and submit it again. Don't modify it without knowing what happened, because you'll send it back for review and waste time.

Formal and casual variants: when to use each one

The formal variant is for customers you don't know well, like a first purchase or a corporate order. Use it when the amount is high or when the customer addressed you formally. The casual variant is for regular customers, those who address you informally or with whom you already have a close relationship.

The rule is simple: if the customer addresses you informally, respond informally. If they address you formally, use the formal variant. If you don't know, start with the formal one and see how they respond. The casual variant works better with customers who have already bought from you several times, but don't use it with strangers or they'll see you as unprofessional.

When to send this message and when not to

The right moment is between 24 and 48 hours after the customer confirmed the order, or when the payment link you sent them expires. If more than 3 days have passed without a response, it's better not to insist with the same text: at that point it's already spam.

Don't use it for customers who never wrote to you, or to offer discounts: that's marketing and requires a different template category. Also don't send it if the customer already told you they'll pay on a specific date: wait until that date and only then remind them. And never use it twice for the same order without the customer responding, or they'll report you as spam.

How to respond to the three most likely replies

The customer can reply in three typical ways. Prepare your response before sending the template, so you don't improvise.

If they say 'I'll transfer you now' or 'I'll pay now': 'Great {{1}}! I'll wait for you. If you need the payment link again, I'll send it to you right away.'

If they say they had a problem with the payment: 'No worries {{1}}, we'll help you. What error did it show? Try {{4}} again, or I'll send you an alternative link.'

If they say they're not interested or they're canceling: 'No problem {{1}}, we'll cancel it. If at some point you want to pick it up again, let me know and I'll have it ready for you.'

How to know if the message worked

Success isn't just that they pay you: it's that the customer replies. If they answer, the template worked as a door opener. If they don't say anything within 24 hours, don't send it again; wait for the payment link to expire and try another strategy, like a phone call.

In Wando, you can see in the statistics how many templates were sent and how many replies you received. If the response rate is low (less than 30%), try changing the tone or the time of sending. Also check whether the customer opened the chat or not: that gives you a clue about whether they are reading you.

Why Meta can reject your template and how to fix it

Meta rejects templates for three common reasons: missing variables, misleading content, or incorrect category. If your template has no variables ({{1}}, {{2}}, etc.), Meta won't approve it because it isn't personalized. If the text promises something you can't deliver, like 'payment in 5 minutes', it also gets rejected. And if you categorize it as marketing instead of utility, they will reject it.

To fix it, check that all variables are properly marked and that the message is clear. If it was rejected, Meta tells you the reason; fix that and send it again. Don't modify it without knowing what happened, because you'll send it to review again and waste time.

Formal and casual variants: when to use each one

The formal variant is for customers you don't know well, like a first purchase or a corporate order. Use it when the amount is high or when the customer addressed you formally. The casual variant is for regular customers, those who address you informally or with whom you already have a close relationship.

The rule is simple: if the customer addresses you informally, respond informally. If they address you formally, use the formal variant. If you don't know, start with the formal one and see how they respond. The casual one works better with customers who have already bought from you several times, but don't use it with strangers or they will see you as unprofessional.

Discount coupon

If you have an online store, you know that a customer who abandons their cart is money walking away. A discount coupon sent at the right time via WhatsApp can be the push they need. Here's a ready-to-copy template, with variables that load automatically if you use Wando.

• {{1}}: customer name (e.g. Maria).
• {{2}}: product or category they viewed (e.g. the urban sneakers).
• {{3}}: discount percentage (e.g. 15).
• {{4}}: coupon code (e.g. WELCOME15).

1. 1In WhatsApp Business, go to Tools > Message Templates and create a new one with this template.
2. 2Fill in the variables between curly braces and save it so Meta can review it (up to 48 hours).
3. 3In Wando, the template loads in the dashboard and the AI uses it automatically when it detects an abandonment or interest inquiry.
4. 4Once Meta approves it, send it from the WhatsApp inbox with one click.

When to send this message (and when not to)

This message works if the customer showed real interest: they left a product in the cart, asked about an item, or viewed it several times. In that case, the coupon is a nudge, not spam.

Don't send it if the customer never interacted with your store or if they purchased recently. Meta requires opt-in for marketing, and a cold message can lead to blocks or reports. Don't use it either to recover carts from customers who already bought from you and didn't come back: in that case, a satisfaction survey is better, not a discount.

• Yes: cart abandoned less than 24 hours ago.
• Yes: customer who asked about a product and didn't buy.
• Yes: customer who bought once and showed interest in another product.
• No: customer without opt-in or who never interacted.
• No: customer who already received a coupon in the last 30 days.

What to reply to the three most likely responses

When the customer replies, the conversation changes category: it's no longer marketing, it's a conversation. There you can reply without a template, with free-form messages from the Wando inbox.

The three most common responses and how to handle them:

• "Is the coupon still valid?" → "Yes, {{1}}, the code {{4}} gives you {{3}}% off until {{5}}. Can I help you complete the purchase?"
• "I'm not interested" → "No worries, {{1}}. If you change your mind, the coupon is available until {{5}}. Do you want me to let you know when there are offers?"
• "What products do you have?" → "Take a look, here are the most ordered: {{2}}. If you want, I'll send you the full catalog here. Are you looking for something in particular?"

How to know if the message worked

Sending and waiting isn't enough. You have to measure three things: click-through rate on your store link, response rate (whether the customer replied to anything) and conversion rate (whether they completed the purchase).

In Wando, campaign statistics show you delivered, read and replied. If the response rate is low, try a different time or a bigger discount. If the conversion rate is low but people reply, the problem is the coupon or the purchase process, not the message.

• Delivered: how many arrived (if it's low, check opt-in and valid numbers).
• Read: how many opened (if it's low, change the subject or the time).
• Replied: how many responded (if it's low, the message isn't engaging).
• Conversion: how many bought with the coupon (the number that matters).

Why Meta can reject the template and how to fix it

Meta rejects marketing templates for three common reasons: lack of opt-in, misleading language or incorrect format.

If it's rejected, don't just resend it as is: fix the problem and send it again. Rejection isn't final, but repeating a rejected template without changes can lead to a suspension.

• Lack of opt-in: the customer didn't give consent to receive promotions. Solution: add a subscription checkbox at checkout.
• Misleading language: promising "free" when it isn't, or "last chance" with no date. Solution: use "discount" and put a real date.
• Incorrect format: poorly filled variables or special characters. Solution: check that the braces and spaces are correct.
• Incorrect category: sending marketing as if it were service. Solution: classify it as marketing.

Formal variant and casual variant: when to use each one

The formal variant is for customers you don't know or who have never interacted with your brand. It also works for industries like real estate or healthcare, where the tone is more serious.

The friendly variant is for customers who have already bought from you or who have written to you before. It also works for young or fashion brands, where informal language and emojis are part of the identity.

Simple rule: if in doubt, use the formal one. It's easier to go from formal to friendly than the other way around.

• Formal: new customers, serious industries, first interaction.
• Friendly: returning customers, young brands, replying to a previous inquiry.
• Mixed: if the customer writes to you with "hi" and emojis, you can use the friendly one.

How to spot signs of real interest before sending

Not everyone who abandons the cart is the same. Some were comparing prices, others changed their mind, and others were just browsing. Sending the coupon to everyone can annoy them and generate reports.

Before sending, check if the customer met at least one of these conditions: they added a product to the cart and didn't buy, they visited a product page more than twice, or they wrote to you asking about an item. If there's no signal, the coupon won't convert.

Timing also matters. A cart abandoned 2 hours ago is hot; one from 10 days ago is cold. For the cold ones, don't send a coupon directly: first ask if they're still interested.

• Abandoned cart less than 24 hours ago: ideal for a coupon.
• Repeated visits to a product: a sign of purchase intent.
• Prior inquiry about an item: perfect context for the discount.
• No prior interaction: don't send, get opt-in first.

What to reply if the customer asks about the coupon

When the customer replies "is the coupon still valid?", the conversation shifts from marketing to conversation. At that point you no longer need a template: you can reply freely from the Wando inbox.

The ideal reply confirms the coupon, adds real urgency and offers help. Example: "Yes, {{1}}, the code {{4}} gives you {{3}}% off until {{5}}. Can I help you complete the purchase?"

If the customer doesn't reply, wait 24 hours before following up. A gentle reminder can work, but if you ignore the silence and send another message right away, you'll create friction.

• Confirm the discount and the expiration date.
• Offer concrete help: do you need me to send you the payment link?
• If they don't reply, wait a day and send a brief reminder.

How to interpret the metrics to adjust the send

Wando's statistics show you delivered, read and replied. But not all numbers matter equally.

The conversion rate is what defines whether the coupon works. If you convert well, the message is good. If conversion is low but the response is high, the problem is the coupon or the purchase process, not the text.

If reads are high but nobody responds, the message doesn't engage. Try changing the discount percentage or the tone. If delivered is low, check the opt-in and that the numbers are valid.

• Delivered < 90%: check opt-in and numbers.
• Read < 50%: change the time or subject.
• Replied < 20%: adjust the tone of the message.
• Conversion < 5%: check the coupon and the checkout.

What to do if Meta rejects the template

Meta rejects templates for three common reasons: lack of opt-in, misleading language or incorrect format. If they reject it, don't resend it as is: fix the problem and send it again.

Rejection is not final, but repeating a rejected template without changes can lead to a suspension. Check that the opt-in is clear, that you don't promise "free" when it isn't, and that the variables are properly filled in.

If you can't find the error, contact Meta support with the template ID. Sometimes it's a format issue that isn't visible at first glance.

• Missing opt-in: add a check at the checkout.
• Misleading language: use "discount" and the real date.
• Incorrect format: check the braces and spaces.
• Incorrect category: classify it as marketing.

Formal vs. casual variant: when to use each one

The formal variant is for customers you don't know or who have never interacted with you. It also works for serious industries like real estate or healthcare. The casual variant is for returning customers or young brands.

Simple rule: if in doubt, use the formal one. It's easier to go from formal to casual than the other way around.

If the customer writes to you with "hi" and emojis, you can use the casual variant. If they write formally, keep the tone.

• Formal: new customers, serious industries, first interaction.
• Casual: returning customers, young brands, reply to a previous inquiry.
• Mixed: if the customer uses emojis, you can be more casual.

Delayed order notice

When an order is delayed, the customer gets nervous and starts asking questions. If you don't let them know first, you lose trust and your inbox gets flooded with messages. With this template you can give notice in a clear, empathetic and professional way, without having to write everything from scratch every time.

• {{1}}: customer name (e.g. Laura)
• {{2}}: order number (e.g. #1024)
• {{3}}: reason for the delay (e.g. shipping issues)
• {{4}}: new estimated delivery date (e.g. August 15)

1. 1Copy the message and replace the variables with the real order details.
2. 2In WhatsApp Business, go to 'Message Templates' (or 'Quick Replies') and save it to use whenever you need it.
3. 3If you use Wando, load the template in the panel: the AI will suggest it automatically when a customer asks about their order, and you approve it with one click.

When to send this message (and when not to)

Send it as soon as you know there's a delay, not when the customer has already asked. An early notice turns a problem into a gesture of transparency; a late notice looks like an excuse.

Use it if the delay is real and you have a new estimated date. If you don't have a date, don't send it: a short message saying you're looking into it and will get back to them with news within 24 hours is better.

Don't use it for delays of just a few hours, for orders that are already on the way (there it only creates noise), or for orders the customer already knows are arriving late because of their own mistake (for example, incorrectly entered data).

Also don't send it if the customer has already canceled or if the order is in the return stage: there the message is confusing.

• Yes: confirmed delay, new estimated date, customer not notified.
• No: no date, minor delay, canceled order or order in return.

Likely customer responses and how to reply to them

Three responses come up almost every time. Prepare them so you can reply quickly and without improvising.

1. "So when will it arrive?" — The customer is looking for certainty. Restate the date and offer proactive follow-up:

Template message: "Hi {{1}}, the new date is {{2}}. If there's any change, we'll let you know as soon as we find out. Would you like us to send you the tracking number?"

2. "No, that doesn't work for me. I want to cancel." — Don't argue. Confirm the cancellation and explain the next step:

Template message: "Hi {{1}}, we completely understand. We're canceling order {{2}} and the refund will be processed within 3 to 5 business days. Should we send you the receipt here?"

3. "And why was it delayed?" — Explain the reason without going into technical details and move on to the solution:

Template message: "Hi {{1}}, it was due to {{2}}. It's already resolved and your order is on its way. It will arrive on {{3}}. Would you like us to let you know when the delivery driver heads out?"

• Variables: {{1}} name, {{2}} order detail or date, {{3}} reason or date as applicable.

How to tell if the message worked

The message worked if the customer doesn't bombard you with questions and doesn't complain. Measure it with three concrete signals:

1. Response rate: if the customer replies "thanks" or "ok", that's it. If they don't reply, it still worked: it kept them from asking.

2. Follow-up inquiries: if no one asks "where is my order?" in the next 48 hours, the notice did its job.

3. Cancellations: if the cancellation rate does not rise after the notice, the message maintained trust. If it rises, review the tone or the clarity of the date.

With Wando, you can see in statistics how many messages were sent with this template and how many replies they received. That gives you an exact number, not a feeling.

• It works: no follow-up questions, positive replies, stable cancellations.
• It does not work: more inquiries, complaints or cancellations than usual.

Why Meta can reject the template and how to fix it

Meta reviews WhatsApp API templates before approving them. The most common rejections for this type of notice:

1. Missing date variable: if you do not include {{4}} with the new date, Meta considers the message vague. Always include an estimated date.

2. Promotional language: phrases like "Take advantage!" or "Special offer" make Meta classify it as marketing, and that is not what you want for a transactional notice.

3. Poorly formatted variables: if you use unnumbered variables ({{1}}, {{2}}), Meta does not know what is being replaced and rejects it. Respect the format.

4. Wrong category: a delay notice goes in utility, not in marketing. If you upload it in the wrong category, it gets rejected.

To fix it: check the rejection reason in the Meta panel, adjust the text and resubmit. Approval can take up to 48 hours. With Wando, you upload the template in the panel and the AI suggests it when appropriate, always with your approval.

• Fixes: add the date, remove promotional language, use numbered variables, choose the utility category.

When to use the formal variant and when to use the friendly one

There is no single rule, but there are two criteria that help: the type of customer and the context of the delay.

Use the formal variant when the customer is a company, when the order is high value or when the delay is long and the customer has already shown impatience. The formal tone conveys seriousness and lowers tension.

Use the friendly variant when the customer is an individual, the order is low value or the delay is short. The friendly tone maintains trust and humanizes the brand.

If you are unsure, start with the formal one and offer a friendly closing: "We remain at your disposal." The friendly one can sound disrespectful if the customer is angry.

With Wando, you can save both variants and the AI suggests which one to use based on the conversation history with each customer.

• Formal: business customers, expensive orders, long delays.
• Friendly: individuals, small orders, short delays.

Template ready to copy

Has it ever happened that a customer buys from you, receives the order and you never find out if everything was okay? The post-purchase survey is the simplest way to close the loop: you show that you care about their experience and, at the same time, you gather data to improve. With this template you send it in seconds and without sounding like a robot.

What goes in each variable

• {{1}}: the customer's name. Always personalize, it increases responses.
• {{2}}: the name of your store or brand.
• {{3}}: the order number or the product purchased, so they know exactly what you're referring to.

1. 1Copy the message and replace the variables with the real data of each customer.
2. 2In WhatsApp Business, create a template in the Meta panel (category 'utility' because it's post-purchase) and wait for approval (it usually takes up to 48 hours).
3. 3If you use Wando, you upload the template in the panel and the AI suggests it automatically when appropriate, for example after a confirmed purchase. Your team approves it with one click and that's it.

Watch out for this

This type of message is transactional (post-purchase), so on the official WhatsApp API it falls under the 'utility' category. It doesn't need to be marketing, but you do need a template approved by Meta. Approval time is usually up to 48 hours, though it can vary. Also, the customer must have agreed to receive messages (opt-in), which normally happens at the time of purchase.

If you want to automate sending and have AI suggest the survey at just the right moment, without coding flows, Wando does it for you. And if you prefer to start simple, copy the template, paste it into WhatsApp Business, and send it manually. The important thing is to ask: those who ask, improve.

When to send this message and when NOT to send it

The ideal moment is between 2 and 7 days after the customer receives the order. If you send it earlier, they may not have tried it yet; if you wait too long, they forget the experience and the response loses value.

Don't send it if the customer has already filed a complaint or returned the product. In that case, the survey sounds tone-deaf: what they need is for you to solve their problem, not to rate you. Also, don't send it outside business hours, because if they reply with a problem, no one will attend to it until the next day. And even less so if the order arrived late or damaged: first solve, then ask.

What to reply to the three most likely customer responses

When you send a survey, the customer doesn't always respond with a number. These are the three most common responses and how to reply to them.

• Positive response (e.g. "5" or "everything perfect"): "Thank you {{1}}! We're very happy that you're pleased with your purchase at {{2}}. If you ever need anything else, we're here. Enjoy it! 😊"
• Neutral response (e.g. "3" or "so-so"): "Thanks for your honesty, {{1}}. What could we improve so that next time it's a 5? We read you and we'll take it into account."
• Negative response (e.g. "1" or "arrived broken"): "Oh no, {{1}}, we apologize! That's not what we want. Message us privately with the details of order {{3}} and we'll resolve it today."

How to tell whether the message worked

The simplest metric: how many responses you received out of how many messages you sent. If out of 10 surveys 3 or more respond, the message works. If fewer respond, try changing the send time or the tone.

Also look at the content of the responses. If complaints come up, the message served to uncover problems you weren't seeing before. That's a result, not a failure. And if the scores are consistently high, you have material to ask for reviews or testimonials later.

In Wando, campaign statistics show you delivered, read and replied. There you quickly see which template performs and which doesn't.

What makes Meta reject a template like this, and how to fix it

Meta rejects templates for three common reasons: lack of opt-in, language that looks like spam, and misused variables.

Opt-in is mandatory: the customer must have agreed to receive messages, which usually happens at the time of purchase. If you don't have it documented, Meta can reject the template.

Spam language includes exaggerated promises, too many exclamation marks, or words like "FREE" in all caps. Keep the tone neutral and direct.

Misused variables are another classic: each {{número}} must have a clear purpose, and you can't put two variables in a row without text in between. Check that the template example has real, coherent values.

Formal vs. friendly variant: when to use each one

The formal version works for industries where the relationship is more distant or the ticket is high: real estate, healthcare, B2B. There the customer expects professional treatment, and an informal survey undermines that seriousness.

The friendly version works better in ecommerce, food service, and beauty, where the relationship is more everyday and the customer values warmth. Emojis and casual language lower the barrier to responding.

If you don't know which one to use, start with the friendly one: in LatAm SMEs it usually gets a better response. But if the customer spoke to you formally in the chat, mirror them: reply in the same tone.

Tips for getting customers to answer the survey

If the customer doesn't respond, it's not that they don't care: it's that the message didn't give them a reason to reply. The survey competes with their time and attention.

Always personalize the name and the product. A generic message reads as spam; one with their name and their order reads as real attention.

Give them a single response option, a number from 1 to 5 or an emoji. If you let them choose between writing a paragraph or ticking an option, they'll tick. Less friction, more responses.

If you use Wando, the AI suggests the survey at just the right moment, after a confirmed purchase, and your team approves it with one click. That saves you the work of remembering to send it.

What to do if the customer doesn't respond to the survey

Don't insist with the same message. If they haven't responded after a week, sending them the same survey again is annoying and can get you blocked.

Try changing the time you send it. If you sent it at 9 in the morning and there was no response, try at 19, when people get back from work. The same message at a different time performs differently.

If the response rate is low overall, review your tone. A very formal message can be intimidating; one that is too informal may not seem important. Adjust it and try again.

And if they still don't respond, that's okay. The survey is a tool, not an obligation. What matters is that the customer knows you asked.

Common mistakes when sending the survey and how to avoid them

The most common mistake is sending it before the customer has received the order. If you send it as soon as they confirm the purchase, the message arrives before the product and makes no sense.

Another mistake is not personalizing the variables. If {{1}} remains a generic name or {{3}} doesn't have the order number, the customer feels it's a mass message and doesn't respond.

There's also the mistake of sending it outside business hours. If the customer responds with a problem at 23:00, no one will attend to it until the next day, and that creates a bad experience.

And the most serious one: sending it when the customer has already filed a complaint or returned the product. In that case, the survey is disrespectful. First solve the problem, then ask.

How to measure whether the survey improves your business

The survey is not an end in itself: it is a means to improve. So don't stop at the average score. Look at what happens next.

If the scores are high, use them as material to ask for reviews or testimonials. A customer who gave a 5 is a perfect candidate for a review on Google or on social media.

If the scores are low, look at which area they are concentrated in. If all the complaints come from one product or one shipping zone, there you have a specific problem you can tackle.

In Wando, campaign statistics show you delivered, read and replied. With that you quickly see which template performs and which doesn't, without doing calculations by hand.

Alternatives if the customer doesn't want to answer surveys

Not all customers answer surveys, and that's fine. Some prefer not to give their opinion, and pressuring them is counterproductive.

If the response rate is very low, offer an incentive: a discount on the next purchase or a raffle. But be careful: that can attract fake responses, so use it with caution.

Another alternative is to ask for the opinion indirectly: a message like "How did everything arrive for you?" generates conversation, and from that chat you get information just as valuable as from a formal survey.

And if you want data without asking, look at your sales statistics: if a customer comes back, it's a sign they're happy. The survey is a complement, not the only source of truth.

These templates are a starting point: what works for your e-commerce depends on your industry, your tone and your response times. Try them, measure which messages get opened and which generate a response, and adjust the text with your customers' vocabulary. If you use the WhatsApp Business API, remember that marketing and utility templates are approved by Meta and the only deadline that can be stated is up to 48 hours; conversation prices depend on the country and it's best to check Meta's official documentation. And if you want to centralize sending, replies and follow-up in a single inbox with AI suggestions that learn from your own replies, you can try Wando free for 14 days, no card required.