14 WhatsApp templates for stores: ready-to-copy messages

If you have a store and you handle customer service through WhatsApp, you know that most messages repeat themselves: letting someone know an order arrived, that a reserved product is ready, that there's a promotion, or that the hours have changed. Writing everything by hand every time is slow and makes you miss replies. This guide gathers 14 WhatsApp templates made for stores, with text ready to adapt to your business.

Each template is made for a specific everyday situation. You don't need to use all 14: choose the ones that solve the messages you repeat the most. If you sell with in-store pickup, you'll use the pickup and reservation ones. If you run promotions, the promo, clearance, and seasonal ones. If you have customers who buy often, the reactivation and birthday ones. You can save them in Wando as templates and use them from the inbox, where the AI suggests replies that learn from how you respond.

What this guide includes

• Use it when a customer left something reserved and can now come pick it up or arrange delivery.
• Ideal for letting customers who bought before know that new merchandise they're interested in has arrived.
• For short weekend promotions, with a clear deadline so the message doesn't get stale.
• When hours change due to holidays, vacations, or a move and you need everyone to know.
• If the customer left a pending deposit and you want to remind them without sounding pushy.
• To confirm that the order arrived at the store or is on its way, with useful pickup or shipping details.
• When a customer hasn't bought in a while and you want to restart the conversation with something concrete.
• To announce a clearance with a real discount and deadline, without overpromising.
• If the order is ready for pickup at the branch and you need to let them know with the store's details.
• To ask for feedback after a purchase and find out what to improve in customer service.
• When days have passed since the pickup notice and the customer still hasn't come to get it.
• To wish the customer a happy birthday with a message that doesn't sound like a forced sale.
• To announce the arrival of the new season to customers who usually buy that category.
• To answer stock questions quickly, even if you don't have the product or need to check it.

WhatsApp template to let someone know the reserved product is ready

When a customer reserves a garment or a product from you, the most important thing is to let them know as soon as it's ready for pickup or shipping. A clear, quick message keeps them from getting tired of waiting, complaining, or buying it at another store. Here's a template you can copy and adapt.

• {{1}}: the customer's name (e.g., 'María').
• {{2}}: the reserved product (e.g., 'black dress size M').
• {{3}}: the store address or pickup point.
• {{4}}: the shipping area or address, if the customer requested it.

1. 1Copy the message and replace the variables {{1}}, {{2}}, {{3}} and {{4}} with the customer and product details.
2. 2In WhatsApp Business, save it as a template (or as a quick reply) so you can use it in one tap when you need to notify about a reservation.
3. 3If you use Wando, load this template in the panel and the AI will suggest it automatically when a customer message matches the 'product reserved' case. You approve it with one click before sending it.

When to send this message (and when not to)

This message goes out when the reserved product is now available for pickup or shipping. The ideal moment is as soon as you have it in the store: the customer is waiting for it and a quick notice saves them from wondering whether you still have the reservation.

Do not send it before you have the product in hand. If you send it and then there is a delay, you lose trust. Also do not use it for anything else: it is not for following up on a pending reservation, nor for offering similar products, nor for asking for feedback. For those cases you need another template.

If the customer wrote to you first asking about their reservation, reply directly in the conversation, not with this template. The template is for you to notify first, when the product is already available.

What to reply if the customer responds (3 likely cases)

When the customer receives the notice, they may respond in several ways. Here are the three most common ones and a template message for each.

If they say they'll come pick it up: 'Great, {{1}}! We'll be waiting for you at {{2}}. If something comes up, let us know and we'll hold it until the end of the day.'

If they ask for delivery: 'Sure, {{1}}. Send us your full address here and we'll send you the delivery cost (or we'll arrange payment if applicable). As soon as we ship it, we'll send you the tracking.'

If they ask if they can pay at the store: 'Yes, {{1}}, you can pay in cash, by transfer or by card when you come pick it up. If you want, we'll hold it for you until {{2}}.'

How to know if the message worked

The goal of this message is simple: for the customer to pick up or receive the product. The clearest sign that it worked is that the customer confirms by chat that they'll come by or that they request delivery. If they don't respond, don't assume they saw it.

In the official WhatsApp API, you can see if the message was delivered (a single check mark) and if it was read (double blue check mark). If 24 hours have passed and it wasn't read, the customer is probably not active on WhatsApp or changed their number. In that case, try a call or a reminder the next day.

Also check the behavior: if the customer comes to pick up the order within 48 hours, the template worked. If not, check whether the time of the notification was appropriate (better during business hours) or whether the message had all the necessary information.

Why Meta may reject this template and how to fix it

Meta reviews every template before approving it. If it rejects it, it's usually for one of these reasons: the message includes promotions or discounts (that makes it marketing), it has spelling or formatting errors, or the customer's opt-in is missing.

If it was rejected for promotional content, remove any offer or call to buy more. This message is only to notify about a booking that has already been made. If you want to offer something extra, use a marketing category template.

If the rejection is for formatting, check that the variables {{1}}, {{2}}, etc. are properly marked and that the text doesn't have strange line breaks. Fix it and submit it again. Approval can take up to 48 hours, so don't leave it until the last minute.

And most importantly: the customer must have agreed to receive messages from you. Without that opt-in, even if the template is approved, you can't use it.

Variants depending on the type of customer

The base template works for most cases, but sometimes it's worth adjusting the tone.

Use the formal variant (the one on the page) when the customer belongs to a more traditional segment, such as a booking for an expensive product or in industries like healthcare or real estate. Also if the customer addresses you as 'usted' in the conversation.

Use the casual variant (the one on the page) when the customer already has a rapport with your store, such as a regular customer or one who writes to you with emojis. In clothing or accessories stores, a casual tone usually performs better.

If you don't know which tone to use, look at how the customer writes to you: if they use 'vos' and emojis, go with the casual one; if they use 'usted' and are more curt, formal. Either way, the foundation is always clear and direct.

Let customers know new merchandise has arrived

If you have a clothing store, you know that when new merchandise arrives, your phone blows up. But letting all your customers know one by one is hours of work. With this WhatsApp template, you notify them in seconds and even give them the option to reply and reserve the item.

• {{1}}: customer's name (e.g., María).
• {{2}}: name of your store or shop.
• {{3}}: featured garments or products (e.g., winter sweaters, printed dresses).

1. 1Copy the sample message and replace the variables with your information.
2. 2In WhatsApp Business, go to Tools > Catalog or use the broadcast lists feature to send it to several contacts at once.
3. 3If you use Wando, load this template in the panel and the AI will use it on its own when a customer asks about new arrivals or in notification campaigns.

When to send this message (and when not to)

The ideal moment is as soon as the merchandise arrives and you have it loaded in the system or in the store. If you announce it before it's ready to sell, the customer shows up and can't find it: they get frustrated and lose trust.

Send it during business hours, Monday to Saturday from 10:00 to 19:00. Avoid Sundays and holidays: nobody wants to get promos while they're at the park. If your store has night hours, adjust it to that.

Don't send it if you don't have the customer's consent to receive promotions. With Meta's official API, a marketing message without prior permission can get your template blocked or your account limited.

Don't send it either if the merchandise is limited or not very relevant. A new arrivals notice every two weeks is fine; a notice for every pair of socks that comes in, isn't. The customer gets tired and mutes you.

What to reply if the customer responds "what's new?"

When the customer asks for details, don't send them an entire catalog. Pick three or four products that are your best sellers or the ones you most want to move.

If you use the official API, the reply falls within the service window (24 h from the customer's last message) and doesn't need an approved template. You can reply freely.

Sample message:

Hi {{1}}, we have {{2}} and {{3}} that arrived today. I can send you a photo if you want. Should I hold one for you in your size?

• {{1}}: customer's name.
• {{2}} and {{3}}: featured products (e.g. oversized hoodies, linen shirts).

What to reply if the customer wants to reserve an item

A reservation is the most likely conversion from this message. Reply quickly and confirm the details so the sale doesn't fall through.

Template message:

Hey {{1}}! I'll set aside {{2}} in size {{3}} for you. I'll hold it until {{4}} (for example, Saturday at 20:00). If you don't come by, I'll release it. Does that work for you?

• {{1}}: customer name.
• {{2}}: reserved product.
• {{3}}: size or variant (color, model).
• {{4}}: deadline date and time for pickup.

What to reply if the customer says "I don't have time / I'm not interested"

Don't pressure them or bombard them with more products. Respect their answer and leave the door open for next time.

Template message:

No worries {{1}}! If you want, I'll let you know when something from {{2}} comes in. Take care 👋

• {{1}}: customer name.
• {{2}}: category or type of product they're interested in (e.g. sneakers, dresses).

How to tell if the message worked

Don't rely only on direct replies. Look at these signals:

If you use Wando, campaign statistics show you how many messages were delivered, how many were read and how many replies you received. That way you can see whether the notice got through.

Also count actual reservations: how many customers asked you to hold an item for them. That is the metric that matters, not the "likes".

• Response rate: if more than 10% reply, the template worked.
• Reservations: if at least one customer reserves, it has already paid off.
• Store visits: if you notice more people mentioning the notice, it's a sign they read it.

Why Meta can reject the template and how to fix it

Meta rejects marketing templates that sound like spam or that don't make the sender clear. Common mistakes:

If it gets rejected, check the reason in the WhatsApp Manager panel. Fix the text and send it again. Approval usually takes up to 48 h, so do it well in advance of the campaign.

• Lack of identification: you don't say who the store is. Add the name at the beginning or at the end.
• Exaggerated promises: "Incredible discounts!" with no backing. Use a neutral tone.
• Prohibited call to action: asking people to reply "YES" to receive more messages (that's opt-in, it's not done through WhatsApp).
• Strange characters or too many emojis: some emojis can trigger the spam filter.

Formal and friendly variants: when to use each one

The formal variant (Dear {{1}}...) is for customers you don't know well or who prefer a distant tone: professionals, older people or corporate purchases. It also works for brands with a serious tone.

The friendly variant (Hey {{1}}! 🙌) is for regular customers or young brands. It builds trust, but don't use it with strangers: it can sound intrusive.

Simple rule: if the customer uses an informal tone with you, reply in a friendly way. If they address you formally or there's no prior contact, go with the formal one.

Weekend promo

If you have a store, you know the weekend is the time to sell. But notifying all your customers one by one through WhatsApp is impossible. That's why we put together a ready-to-use message template, with variables to personalize it and so you can load it into WhatsApp Business or Wando so the AI sends it on its own when appropriate.

What goes in each variable

• {{1}}: customer name (e.g.: María, Juan, etc.)
• {{2}}: your store name (e.g.: "La Casa de la Moda")
• {{3}}: discount percentage or specific promotion (e.g.: 20, 30, "2x1")

How to upload and use it

1. 1Copy the message and replace the variables with your promo info.
2. 2In WhatsApp Business, go to Messaging Tools > Message Templates and create a new one. Paste the text and save it.
3. 3In Wando, upload it in the templates panel and the AI will use it on its own when a customer asks about the promo, with your prior approval.

Message variants

When to send this message and when not to

The ideal time to send this template is Thursday or Friday, between 10:00 and 18:00. That way the customer receives the message with time to plan their visit to the store and doesn't lose it in the noise of Saturday morning.

Avoid sending it outside business hours: nobody wants a promo at 23:00 on a Wednesday. Also don't use it for customers who haven't interacted with your store in the last 90 days: if there's no recent relationship, the message is annoying and increases the chance of being reported as spam.

Another rule: don't send it twice the same weekend. If you already sent the promo on Friday, don't repeat it on Saturday. Repetition doesn't sell more, it only generates blocks and unsubscribes.

• Thursday or Friday between 10:00 and 18:00
• Only to customers with opt-in and recent activity
• Only once per weekend

What to reply when the customer responds

90% of responses to a weekend promo are one of these three. Have them ready to respond right away.

If the customer asks "How much does it cost?" or "What discount is there?", reply with the specific details: "Hi {{1}}! The discount is {{3}}% storewide, no minimum. Want me to send you photos of what we have?"

If they ask "Until when?", clarify: "Hi {{1}}! The promo runs all weekend, until Sunday at 20:00. Want me to set something aside for you?"

If they don't respond or say "thanks, not interested", don't push. A polite closing message is enough: "All set, {{1}}! If you change your mind, I'm here. Have a great weekend!"

How to know if the message worked

The success of a promo template isn't measured by sales alone. Look at three numbers: the response rate, the link click rate (if you included one), and the number of unsubscribes.

In Wando, message and campaign statistics show you how many received, opened, and responded. If the response rate is below 10%, the problem is usually the send time or the audience chosen, not the text. If it's above 25%, your offer is good and worth repeating.

Unsubscribes are the clearest sign that something didn't work. If more than 2% of contacts unsubscribe, review who you're writing to and how often. A message that doesn't bother people rarely generates unsubscribes.

Why Meta rejects this template and how to fix it

Meta rejects marketing templates for three common reasons: lack of visible opt-in, misleading language, or misconfigured variables.

Opt-in is the most frequent: if you can't prove that the customer agreed to receive promotional messages, Meta rejects the template. The solution is to add a confirmation field on your website or at the point of sale, and keep the record.

Misleading language includes impossible promises or false urgency: "Last chance!" with no basis. Check that the text is clear and honest.

Misconfigured variables are also a cause of rejection: if {{1}} and {{2}} are not used consistently, Meta will not approve them. Verify that each variable has a valid example and that the message makes sense with real data.

Formal variant and casual variant: when to use each one

The formal version of this template works for customers you don't know well or who prefer a more distant tone: professionals, companies, or contacts who have never purchased.

The casual version is ideal for regular customers, with whom there is already trust. Informal language and a relaxed tone generate more responses in fashion or gift shops.

The simple rule: if the customer speaks to you informally, respond informally. If they speak to you formally or you don't know, use the formal version. At Wando, the AI learns from your responses and can suggest the correct variant based on each contact's history, but the final decision is yours.

Common mistakes when configuring variables

The most frequent mistake is loading variables {{1}}, {{2}} and {{3}} in a different order than the one Meta approved. If in the approved template {{1}} is the name and {{2}} is the store, that order cannot be changed later.

Another typical mistake: using the same variable for two different things. For example, setting {{1}} for the name and then wanting to use it also for the discount. Each variable has a single purpose.

It also happens often that the examples you load in Meta don't match the real format. If you set "Juan" as the example for {{1}}, then you can't send a message where {{1}} is "Juan Pérez S.A.". The example defines the maximum expected length.

The golden rule: before saving, replace the variables with real data and read the whole message. If it sounds odd or has errors, fix it before sending it for review.

• Respect the approved order of variables
• One variable = one piece of data
• Examples define the valid format
• Always test with real data before saving

How to measure the return of the promo

Beyond the replies, the number that matters is how many people came to the store or bought online. If you can't track that, at least look at whether the replies turned into real conversations.

A simple way: add a unique discount code to the message. If the code is used, you know the message worked. If nobody uses it, the problem isn't the message, it's the offer.

In Wando, the statistics section shows you the response rate per campaign. Compare it with previous campaigns to see if this promo performed better or worse.

What isn't measured can't be improved. If you don't have data from the previous campaign, start saving it now: next time you'll be able to compare the promo with this one.

What happens if Meta rejects the template

If Meta rejects your template, it's not the end of the world. It will tell you the reason for the rejection and you can fix it and submit it again.

The most common rejection is for lack of opt-in. The solution: add a confirmation checkbox on your website or at the point of sale, and keep a record of who accepted and when.

The second reason is misleading language. Check if there are impossible promises or false urgency. An honest and clear message has a much better chance of being approved.

The third is poorly configured variables. Make sure each variable is used consistently and that the message makes sense with real examples.

Adapt the template to other industries

This template is designed for stores, but the structure works for almost any industry. Change the {{3}} variable to the service or product you want to promote.

For food service: "Hi {{1}}, this weekend at {{2}} you get {{3}}% OFF the menu. Should I book you a table?"

For beauty: "Hi {{1}}, at {{2}} we have {{3}}% OFF treatments this weekend. Would you like to come?"

The key is to keep the structure: personalized greeting, clear offer, and a question that invites a reply.

Announce your change of hours

Changing your store's hours is normal: in summer you open later, in winter you close earlier, or maybe you decided to open on Sundays. But if you don't announce it, your customers find out when they arrive and the shutters are down. That's money going to another store. With this message, you let them know clearly and you come across as an organized business.

• {{1}}: the customer's name (or "everyone" if it's a general notice).
• {{2}}: your store or shop's name.
• {{3}}: the date from which the new schedule applies.
• {{4}}: the opening time (e.g., 10:00).
• {{5}}: the closing time (e.g., 18:00).

1. 1Copy the template message and replace {{1}}, {{2}}, etc. with your store's details.
2. 2In WhatsApp Business, go to the "Message Templates" tab (or use the quick message option) and save it so you can use it whenever you want.
3. 3If you use Wando, load the template in the panel and the AI will use it automatically when a customer asks about the schedule or to send bulk notices.
4. 4Send the message to your contacts or post the notice in your WhatsApp status.

Message variations

When to send this notice (and when not to)

The timing is decided by the type of change, not the calendar. Send it as soon as the new schedule is confirmed, not a week before or the same day: too early and it's forgotten, too late and it's useless. Ideally 2 to 3 days before the change, and a reminder the day before if the change is big (e.g., you're closing on Sundays).

Don't send it if the change is temporary due to a holiday or an emergency: that's what the schedule-based auto-reply feature in Wando is for, which responds on its own with the updated hours. Also don't send it if you don't have the customer's opt-in: an unsolicited notice to someone who didn't authorize you can lead to blocks and complaints to Meta. If you're unsure, check the contacts section in Wando: there you can see who agreed to receive messages.

What to reply if the customer asks "And why did you change it?"

It's the most common question after a change notice. The customer doesn't want a long explanation: they want to know if it's still worth coming. Reply briefly, with the real reason and something to reassure them.

Template message: "Hi {{1}}, good morning. We changed our hours to serve you better: now we open earlier and the team is more productive. If it works for you, we'll see you at the new time. If not, write to us and we'll work something out."

If the reason is negative (e.g., less staff), don't hide it: "Due to organizational matters, we adjusted our hours. We're keeping the same service, just a bit more limited." Honesty cuts the debate short.

What to reply if the customer says "That schedule doesn't work for me"

The customer is giving you valuable information: that schedule is difficult for them. Don't argue, offer concrete alternatives.

Template message: "Hi {{1}}, I understand. What time would work better for you? I'll note it down and we'll see if we can adjust. In the meantime, if you need something specific, write to us and we'll sort it out on WhatsApp."

If you can't change the schedule, offer the digital channel: "The store opens from {{4}} to {{5}}, but on WhatsApp we always reply. Leave your question and I'll help you." That way you turn a complaint into a sale or an appointment.

What to answer if the customer asks "Are you still on the same number?"

It's the most repeated question after a schedule change. The underlying fear is losing contact. Answer with confidence and make it clear that the channel is still alive.

Template message: "Yes, {{1}}, we're still on this same WhatsApp. We reply here during business hours and we also leave messages if you write outside that range. Don't worry!"

If you use Wando, the AI can give this answer automatically when it detects the question, without you having to write it. But if you prefer a person to answer it, the template message works just as well to copy and paste.

How to know if the notice worked

Success isn't measured by how many opened the message, but by how many changed their behavior. Look at three things:

1) Direct replies: if several customers reply "ok", "thanks" or ask something, the message got through. If no one replies, it may be that the schedule doesn't matter to them or that the message landed in spam.

2) WhatsApp inquiries in the new schedule: if you used to get messages at 9 and now at 10, the notice worked. Wando shows you message statistics by hour, so you can see it in the dashboard.

3) Complaints: if someone arrives and finds the shutter down, the notice didn't arrive or wasn't understood. Check whether the number was entered correctly and whether the template was approved as utility.

Why Meta may reject this template (and how to fix it)

Meta rejects templates that look like spam, that promise something false, or that don't have a clear purpose. For a schedule notice, the most common reasons are:

1) You include promotions or discounts in the same message: that turns it into marketing, and if it isn't approved as such, they reject it. Separate them: the schedule notice is utility, the promo goes in another template.

2) The message is too long or has links: Meta prefers short messages without URLs. If you need a link, put it in the signature, not in the body.

3) The text doesn't make the purpose clear: if the customer doesn't understand what it's about, Meta flags it as "low quality". Check that the message explicitly says "schedule change" and the date.

If it gets rejected, correct the content and submit it again. Approval takes up to 48 hours, so submit it with time to spare. Wando notifies you if a template was rejected and suggests changes.

Formal variant and friendly variant: when to use each one

The formal one is for clients you don't know well or for industries where the relationship is distant: real estate agencies, accounting firms, clinics. Use it if your brand is serious and the client expects that tone.

The friendly one is for regular clients, neighborhood stores, beauty salons, or industries where there is already trust. If your client uses informal language and sends you emojis, the formal one feels odd.

The practical rule: if you're unsure, use the formal one for the first message and the friendly one for the reminder. The first contact sets the tone; the second reinforces the bond. And if the client responds casually, switch to the friendly one in the next interaction.

Notify about a pending deposit

Has it happened to you that a client left you a deposit, told you 'I'll transfer it in a bit' and never showed up again? With this template message you remind them in a kind and professional way, without chasing them. Copy it, fill in the details and send it via WhatsApp.

What goes in each variable

• {{1}}: customer name (e.g. 'María').
• {{2}}: reserved garment or product (e.g. 'the black dress').
• {{3}}: deposit amount or order detail (e.g. '$5,000' or 'order number #123').

1. 1Copy the message and replace {{1}}, {{2}} and {{3}} with the customer's details.
2. 2In WhatsApp Business, send the message from the chat inbox or from the contact list.
3. 3If you use Wando, load this message as a template in the dashboard and the AI will suggest it automatically when a customer has a pending deposit. You approve it with one click and that's it.

Important about the WhatsApp API

If you use the official WhatsApp API (as Wando does), this type of message is transactional (pending deposit notice) and falls under the 'utility' category. It needs a template approved by Meta, which usually takes up to 48 hours. The customer doesn't need to have opted in to receive promotions, but they do need to have written to you before or have an active conversation with your business.

When to send this message (and when not to)

This message is for a specific moment: the customer has already shown purchase intent, left a deposit or promised to transfer, and a few hours or a day have passed with no news. Send it when the deposit is pending, not before the customer has said they are going to pay.

Do not send it if the customer has never written to you or if the conversation has been cold for weeks: in that case the message can sound invasive and burn the contact. Do not use it to offer discounts or promotions either, because that is the marketing category and needs a different type of template.

If the customer has already paid or canceled, do not send it. It seems obvious, but with a full inbox it is easy to send a reminder at the wrong time and create an awkward moment. Check the status of the conversation before sending.

What to reply if the customer responds: three likely cases

When the customer responds, you have to be prepared. These are the three most common replies and a template for each one.

If they say they are going to pay now: "Great {{1}}! I'll send you the details for the deposit of {{2}}. Once you confirm the transfer, I'll reserve it for you and we'll coordinate the delivery. Thank you!"

If they ask for more time: "No problem {{1}}. I'll keep it reserved for you until {{2}} at {{3}}. If you need more time, let me know and we'll figure out how to resolve it. Let's stay in touch!"

If they say they are no longer interested: "Thanks for letting me know {{1}}. Don't worry, I'll release {{2}} so it stays available. If you change your mind, write to me. Best regards!"

• Customer who confirms payment: give them the details and confirm the reservation.
• Customer who asks for more time: set a clear, friendly limit.
• Customer who cancels: release the product and leave the door open.

How to know if the message worked

The goal is not just for them to reply: it is for them to complete the deposit. That is why the main metric is how many customers with a pending deposit end up paying after receiving the message.

In Wando, message and campaign statistics show you how many were sent, how many were read, and how many replies you received. If the message is read but no one replies, the text may be too formal or the customer is no longer interested. If replies do not turn into payments, the problem may be in the collection process, not in the message.

Also look at the response time: if the customer takes more than a day, they probably were not very convinced. On the other hand, if they reply within minutes, the urgency worked.

Why Meta may reject this template

Meta reviews every template and may reject it for several reasons. The most common is that the message looks like marketing instead of utility. If you add phrases like "take advantage" or "last chance", they will flag it as a promotion.

Another reason: the variables are not properly defined. If {{1}} is not clearly a name or {{2}} is not explained, Meta may not understand the message. It may also reject it if the text has spelling errors or if you do not include a way for the customer to opt out of communication.

To fix it, review the category, simplify the text and make sure every variable has an example. Then submit it for review again. If the rejection is not clear, appeal with an explanation of why it is a deposit notice.

• Keep it transactional: no promotions or artificial urgency.
• Define each variable with a clear example.
• Include an option for the customer to ask you not to message them again.

Formal and friendly variants: when to use each one

The formal variant works for customers you don't know well or with whom you prefer to keep your distance: professionals, large purchases or first interactions. Use it when the customer doesn't address you informally or when the product is expensive.

The friendly variant is for regular customers or informal conversations. If the customer writes to you with emojis and addresses you informally, the formal one can sound cold. The friendly one keeps the warmth and builds more trust to complete the purchase.

The difference is not just in tone: the formal one provides more reassurance in high-value contexts, while the friendly one speeds up the decision for small purchases. Choose based on the relationship, not on your preference.

Let them know the order arrived

When a customer places an order, the anxiety is real: they want to know if it arrived, when they can come pick it up or if it will be shipped. If you don't let them know quickly, they might write to you a thousand times or, worse, get tired and go to another store. With this WhatsApp template you let them know right away, clearly and professionally, without having to think about what to say each time.

What goes in each variable

• {{1}}: the customer's name (e.g. 'María', 'Jorge').
• {{2}}: the order or order number (e.g. 'the black dress size M', 'order #1234').
• {{3}}: the store address or pickup point (e.g. 'Av. Corrientes 1234').
• {{4}}: the pickup hours (e.g. '10:00 to 18:00', 'Monday to Saturday from 9:00 to 20:00').

How to load this template

1. 1Copy the message and adjust the variables for your business.
2. 2In WhatsApp Business, go to Tools > Message Templates and create a new one with this text (replace the variables with fields you fill in when sending).
3. 3If you use Wando, load it in the templates panel and the AI will use it on its own when appropriate, always with your approval before sending.

Message variants

This type of message is transactional (order notification), so it falls under the 'utility' category in the official WhatsApp API. That means you don't need special marketing permission, but you do need a template approved by Meta. Approval usually takes up to 48 hours, so submit it with time to spare.

When to send this message (and when not to)

This message is to let the customer know that an order is ready. Send it as soon as the order arrives at your location, ideally the same day. If the customer requested pickup, let them know during business hours when they can come by, not at 11 PM. If the order is for delivery, use the 'reply to this message' part to coordinate.

Don't send it if the order hasn't arrived yet: it creates expectations and then the customer writes back to complain. Don't use it for promotions or surveys either, that's the marketing category and requires a different type of template. And if the customer didn't provide their number or didn't place an order, don't message them: it's spam and it can cost you a complaint or the number getting blocked.

• Send it when the order is physically at your location.
• Notify during business hours, not at 2 AM.
• Don't use it to sell something else.

What to reply if the customer responds

When the customer receives the notification, they'll most likely respond with one of these three things. Have a reply ready for each one.

If they ask about shipping: 'Hi {{1}}, good morning! Shipping to {{2}} costs {{3}} and takes {{4}} business days. Should I send it?'. Replace {{1}} with the name, {{2}} with their address, {{3}} with the cost (if it varies, tell them 'I'll confirm it for you here') and {{4}} with the timeframe.

If they ask about the pickup time: 'Hi {{1}}, we'll be expecting you from {{2}} to {{3}} at {{4}}. If that doesn't work for you, let me know and we'll arrange another time.'

If they ask about the status of the order (for example, if something is missing): 'Hi {{1}}, let me check and I'll confirm in a moment. Is your order {{2}}?'

How to tell if the message worked

The message works if the customer comes to pick up, arranges shipping, or replies with something that moves the sale forward. Don't rely only on the 'seen': some customers read and don't reply, but still stop by the store.

In Wando, message statistics show you how many were delivered and how many replies you received. If a high percentage doesn't reply, check whether the pickup time is clear or whether the message arrived at the right time. You can also add a simple 'Did it reach you okay?' to the message to measure the reaction.

• Count how many customers reply 'ok' or 'thanks'.
• See if pickups increase during the time you announced.
• If no one replies, try changing the time or the tone.

Why Meta may reject the template and how to fix it

Meta rejects templates that sound like spam, promise something that isn't delivered, or don't make the purpose clear. For example, if you put 'Take advantage of this offer!' in a notification message, the category doesn't match and it gets rejected. It also gets rejected if the text has spelling errors or poorly defined variables.

To fix it, check that the message is clear and transactional, with no promotions. Make sure the variables ({{1}}, {{2}}, etc.) are properly explained in the template description. If it's rejected for 'low quality', simplify the text and submit it again. Approval takes up to 48 hours, so keep a backup version.

Formal variant and friendly variant: when to use each one

The formal variant ('Dear {{1}}...') is for customers you don't know, B2B businesses, or industries like real estate or healthcare. Use it if the customer addresses you formally or if it's their first purchase.

The friendly variant ('Hi {{1}}! 🙌...') is for regular customers, clothing stores, beauty salons, or food businesses. If the customer uses informal language in the chat, go with the friendly one. If you're not sure, start formal and then adjust to the tone they use with you.

When to send this message (and when not to)

Timing matters as much as the text. Send it as soon as the order is physically at your location and ready to be delivered, ideally during business hours. If the customer requested pickup, let them know at a time when they can come by, not at 11 PM. If the order is for shipping, use the 'reply to this message' part to coordinate the shipping and the cost.

Don't send it if the order hasn't arrived yet or isn't packed: it creates expectations and then the customer writes to you complaining. Don't use it for promotions, surveys, or generic greetings either, that's the marketing category and requires a different type of template with prior permission. And if the customer didn't place an order or didn't give you their number, don't message them. That's spam and it can cost you a complaint or the number getting blocked.

• Send it when the order is physically at your location.
• Notify during business hours, not at 2 AM.
• Do not use it to sell something else.

What to answer if the customer asks about shipping

When the customer receives the notice, they will most likely reply with one of these three things: ask about shipping, about the pickup time, or about the order status. Have an answer ready for each one.

If they ask about shipping: 'Hi {{1}}, good morning! Shipping to {{2}} costs {{3}} and takes {{4}} business days. Should I send it?'. Replace {{1}} with the name, {{2}} with their address, {{3}} with the cost (if it varies, tell them 'I'll confirm it here') and {{4}} with the timeframe.

What to answer if the customer asks about the time or the status

If they ask about the pickup time: 'Hi {{1}}, we'll be expecting you from {{2}} to {{3}} at {{4}}. If that doesn't work for you, let me know and we'll arrange another time.'

If they ask about the order status (for example, if something is missing or if they can change the size): 'Hi {{1}}, let me check and I'll confirm in a moment. Is your order {{2}}?'

How to know if the message worked

The message works if the customer comes to pick up, coordinates the delivery, or replies with something that moves the sale forward. Don't rely only on the 'seen': some customers read and don't reply, but they still stop by the store.

In Wando, message statistics show you how many were delivered and how many replies you received. If a high percentage doesn't reply, check whether the pickup time is clear or whether the message arrived at the right time. You can also add a simple 'Did it reach you okay?' to the message to measure the reaction.

• Count how many customers reply 'ok' or 'thanks'.
• Check whether pickups increase during the time you announced.
• If no one replies, try changing the time or the tone.

Why Meta can reject the template and how to fix it

Meta rejects templates that sound like spam, promise something that isn't fulfilled, or don't make the purpose clear. For example, if you put 'Take advantage of this offer!' in a notification message, the category doesn't match and they reject it. Also if the text has spelling errors or poorly defined variables.

To fix it, check that the message is clear and transactional, with no promotions. Make sure the variables ({{1}}, {{2}}, etc.) are well explained in the template description. If they reject it for 'low quality', simplify the text and submit it again. Approval takes up to 48 hours, so have a backup version.

Formal variant and friendly variant: when to use each one

The formal variant ('Dear {{1}}...') is for customers you don't know, B2B businesses, or industries like real estate or healthcare. Use it if the customer addresses you formally or if it's their first purchase.

The casual variant ('Hi {{1}}! 🙌...') is for regular customers, clothing stores, beauty salons, or food businesses. If the customer uses informal language in the chat, go with the casual one. If you're not sure, start formal and then adjust to the tone they use with you.

Customer reactivation

Do you have customers who bought once and never came back? With a well-thought-out WhatsApp template you can reactivate them without falling into spam. Here's a sample message you can copy, adapt, and send in minutes.

• {{1}}: customer name (e.g., María)
• {{2}}: your name or the salesperson's (e.g., Caro)
• {{3}}: your store name (e.g., Lo de Caro)
• {{4}}: discount percentage (e.g., 15)

1. 1Copy the message and replace the variables with each customer's real data.
2. 2In WhatsApp Business, create a template in Meta's manager (business.facebook.com) with the marketing category, since it's promotional.
3. 3Send the template from the WhatsApp Business app or from a tool like Wando, which loads it into the panel and the AI uses it automatically when appropriate.
4. 4Wait for Meta's approval (it can take up to 48 hours) and make sure the customer has opted in to receive messages.

Important: since this is a promotional message, the official WhatsApp API requires you to use a template approved by Meta (marketing category) and that the customer has given their consent. If the message were transactional (for example, a purchase reminder), the utility category would apply. We don't make up prices or times: approval can take up to 48 hours.

When to send this message (and when NOT to)

Timing is everything. This message works when the customer already knows you: they bought at least once, left their number and haven't come back in more than 60 days. It's the sweet spot: they still remember your store, but they already need a nudge.

Don't send it to someone who never bought. Without a history, a 15% discount sounds like spam and can cost you a report. Don't send it to customers who bought a week ago either: you'll rush them for no reason and burn the offer. And watch the times: never send before 9:00 or after 21:00. People don't want offers while they're having dinner.

If the customer already replied or interacted recently, it's better to wait. Reactivation is for those who went cold, not for those who are still warm.

• Ideal moment: 60 days or more since the last purchase.
• Avoid: new customers, recent purchases, nighttime hours.
• If the customer already replied to something, there's no need to reactivate them.

What to reply if the customer says "yes, I'm interested"

When the customer takes the bait, don't keep them waiting. The response has to be fast, concrete, and lead them to action. Here's a model message:

"Great, {{1}}! I'll be waiting for you at {{3}}. Stop by the store or message me and I'll put together your order with the {{4}}% discount. Do you want me to set something special aside for you?"

If you sell online, change the ending to: "I'll send you the payment link with the discount applied. Do you want it here?"

The key is to close the sale in the same chat. Don't give them time to cool off again.

What to say if the customer says "no, thanks"

A "no" isn't a door slammed in your face, but you have to know how to handle it. Don't insist or make excuses. Respond with grace and leave the door open:

"No problem, {{1}}. I'll leave you the discount anyway in case you change your mind. If anything comes up, I'm here. Have a great day!"

That message serves two purposes: it maintains the relationship and keeps the offer valid. Many customers come back days later with the same message saved. That said: if they say no and then write to you, don't charge them less or offer them more. Keep the same offer, so they don't take you for a fool.

How to tell if the message worked

The message worked if two things happen: the customer replies and then buys. But not everything is a direct sale. It also counts if they ask for more info, ask about prices or say "I'll come back later." That's real interest.

To really measure it, use the statistics from WhatsApp Business or Wando. Look at three numbers: how many opened the message, how many replied and how many bought. If they open but don't reply, the problem is the offer. If they don't open, the problem is the timing or the subject.

Extra tip: if the customer replies but doesn't buy, don't count it as a failure. You reactivated them, you have them in the chat and you still have them for the next campaign.

• Opened but didn't reply: offer not attractive enough.
• Replied but didn't buy: closing or pricing problem.
• Didn't open: change the time or the message hook.

Why Meta can reject the template and how to fix it

Meta rejects templates for three common reasons. The first: misleading or exaggerated language, like "You won a prize!" when it isn't true. The second: lack of an opt-out option, which is mandatory in promotional messages. The third: weird formatting, like too many emojis or misused variables.

How to fix it: check that the message is honest, add a line saying "If you don't want to receive more messages, reply STOP" and use the variables {{1}}, {{2}}, etc. only for personal data, not for free text.

If it gets rejected, don't resend it the same way. Read the reason in Meta's manager, adjust it, and submit it again. Approval can take up to 48 hours, so plan your campaign in advance.

Formal vs. friendly variant: when to use each one

The formal variant is for businesses where the relationship is more distant: a real estate agency, an accounting firm, an expensive tech store. There, the customer expects a serious approach, and a "Dear" is not out of place.

The friendly variant is for clothing stores, food businesses, or beauty salons, where the connection is more personal. There, "Hi!" and emojis add value, because the customer sees you as an acquaintance, not as a company.

Simple rule: if you would address them formally in person, use the formal variant. If you would address them informally, use the friendly one. And if you're not sure, start formal and see how they respond. The customer's first reply tells you whether you can loosen up.

A clearance notice that sells

Clearances are a golden opportunity to move stock and gain customers, but if the message doesn't come through clearly, it gets lost in the noise. With this WhatsApp template, your customers know exactly what you're offering, until when, and how to take advantage of it. Copy it, adapt it, and start selling.

What goes in each variable

• {{1}}: the customer's name (if you have it, it adds a lot).
• {{2}}: the discount percentage, for example 30 or 50.
• {{3}}: the products or categories on clearance, such as 'summer t-shirts' or 'the entire past season'.

How to load it in WhatsApp Business

1. 1Open WhatsApp Business and go to the 'Message Templates' section (or 'Quick Replies' if it's for manual use).
2. 2Paste the text with the variables {{1}}, {{2}}, {{3}} and save it with an easy-to-remember name, for example 'clearance_2025'.
3. 3When a customer writes to you, select the template and replace the variables with the real data before sending.
4. 4If you use Wando, you load the template in the panel and the AI uses it on its own when appropriate, always with your prior approval.

Variants according to your tone

When to send this message and when not to

Timing is everything in a clearance sale. Send it when the discount is already active and the stock is available: don't announce it early and have the customer arrive and find nothing. The best time is a Tuesday or Wednesday mid-morning (10:00-12:00) or after lunch (14:00-17:00), avoiding early Monday and weekends, when people aren't paying attention to work.

Don't send it if the customer hasn't given you consent to receive promotions: it's a Meta requirement and it can cost you a restriction. Don't use it as a first contact with someone who has never bought either: start with a welcome or thank-you message, and only then offer them the clearance sale. And if stock is very limited, mention in the message that it's for a limited time, so you create real urgency.

• Send it with the clearance sale active: never before.
• Choose medium-activity hours: Tuesday to Thursday, 10:00-12:00 or 14:00-17:00.
• Don't send it without the customer's prior consent.
• Don't use it as a first contact: build trust first.

What to reply when the customer responds 'what's on sale?'

The most typical response is to ask for more details. Keep a list of products with updated prices on hand, and reply quickly, in less than 5 minutes if possible. The customer has already shown interest: don't make them wait.

Template message: 'Hi {{1}}! In the clearance sale you have {{2}}% off {{3}}. What's selling best is [star product] and [another product]. Want me to send you photos and prices of whatever interests you?'. That way you give them visual content and invite them to keep the conversation going.

• Reply in less than 5 minutes: interest cools down fast.
• Keep a list of products with updated prices.
• Offer photos or a catalog to keep the conversation going.

What to reply when the customer says 'I can't afford it' or 'do you have installments?'

It's not a definitive no: it's a price objection. Reply with options, not with a simple 'ok'. If you offer installments or flexible payment methods, mention it. If not, throw in an extra discount for cash payment or for buying more units.

Template message: 'I understand, {{1}}. For this clearance sale, if you pay in cash I'll give you an extra {{2}}%. I also have options for [more affordable product] starting at [price]. Does that work for you?'. That's how you turn 'I can't afford it' into a conversation about alternatives.

• Don't give up at a 'no': offer alternatives.
• Mention installments or cash-payment discounts if they exist.
• Offer a lower-priced product to reframe the offer.

What to reply when the customer says 'I'm not interested' or doesn't respond

If they tell you they're not interested, don't push. Thank them and leave the door open: 'No worries, {{1}}, let me know if you change your mind or if you want me to let you know when there's something new'. If they don't respond, don't send the same message again: that's spam and it can get you blocked. Wait a few days and send something different, like a reminder that the clearance sale is ending soon.

• Thank them and leave the door open, don't push.
• Don't resend the same message: it's spam.
• If they don't respond, wait and send a closing reminder.

How to know if the message worked

The clearest metric is the response rate: how many people replied to you in the first 24 hours. If you have more than 20% responses, the message is working. Less than 10% suggests that the text or the timing didn't land.

Also look at conversions: how many responses turned into sales. If you have a statistics system like Wando's, you can see which template performs best, what time people respond most, and which products get the most inquiries. That helps you adjust the next sale.

• Response rate: more than 20% is a good indicator.
• Conversion rate: responses that turn into sales.
• Use statistics to adjust the next message.

Why Meta rejects this template and how to fix it

Meta rejects marketing templates when the text is misleading, has excessive capitals, impossible promises, or doesn't include a way to opt out. Also if the message doesn't make it clear that it's a promotion. Approval takes up to 48 hours, so submit it with time to spare.

If it gets rejected, check the reason in the Meta panel, fix the text and submit it again. For example, if you used '!!!OFFER!!!' in capitals, change it to 'Offer'. If you didn't include 'reply STOP to stop receiving messages', add it. Every rejection adds time, so avoid mistakes from the start.

• Common reasons: too many capitals, exaggerated promises, lack of opt-out.
• Approval takes up to 48 hours: submit it in advance.
• If it gets rejected, fix it and resubmit, don't keep insisting the same way.

Formal variant and casual variant: when to use each one

The formal variant is for customers you don't know well, such as professionals or companies. Use it if the business is in a serious sector (real estate, healthcare) or if the customer has never interacted with you. The friendly variant is for regular customers or those who have already bought from you: it builds more trust and gets more responses.

The difference isn't just in tone: the formal one wins in respect, the friendly one in response speed. If you're unsure, start formal and switch to friendly once the customer responds to you with confidence. The important thing is that the message sounds like you, not like a robot.

• Formal: new customers or serious sectors.
• Friendly: regular customers or those who have already bought from you.
• Choose based on the relationship, not on your mood.

Let them know the in-store pickup is ready

If you have a clothing store, you know that in-store pickup is a key moment: the customer has already paid, but doesn't have the product in their hands yet. A clear, quick WhatsApp notification saves you pointless trips, messages asking 'is it ready yet?' and customers who get tired of waiting. Here's a template message you can copy, adapt and use today.

What goes in each variable

• {{1}}: the customer's name (e.g., 'María').
• {{2}}: the name of your store (e.g., 'Moda Urbana').
• {{3}}: the order number or code (e.g., 'A-1234').
• {{4}}: the address of the store where they pick it up (e.g., 'Av. Corrientes 1234').
• {{5}} and {{6}}: the pickup hours (e.g., '10:00' and '18:00').

How to load it in WhatsApp Business (and in Wando)

1. 1Open WhatsApp Business and go to 'Tools' > 'Catalog' > 'Messages' > 'Welcome messages' or create a new one.
2. 2Paste the template message and replace the variables with fixed text or tags (if you use the app, you can copy the message and fill in each customer's details).
3. 3If you use Wando, load the template in the panel and the AI will use it automatically when the context of the customer's message indicates it applies. You always approve the send with one click.

Important: template type in the official API

This message is transactional (pickup notice), so in Meta's official WhatsApp API it falls under the 'utility' category. That means it doesn't require the customer's opt-in to be sent, but it does require the template to be approved by Meta before use. Approval usually takes up to 48 hours, so load it with time to spare.

When to send this message (and when not to)

This ready-for-pickup notice is sent at one specific moment: when the order is already prepared and the customer can come pick it up. That is the only case in which it makes sense.

Send it as soon as the product is ready, not before. If you notify too early, the customer arrives and it is not ready yet, and you end up worse off than if you had not notified at all.

Do not use it for anything else: it is not a promotional message, it is not a payment reminder, and it is not for announcing offers. If you use it for that, Meta can reject your template and the customer perceives it as spam.

Also, do not send it if the order is on its way or if the customer has already arranged another day. In those cases, a one-off message without a template is better.

Simple rule: if the order is ready and the customer does not know, this message goes out. If both conditions are not met, it does not.

What to reply when the customer says they cannot come

The customer cannot always come pick it up. When they reply that they cannot, there is no need to improvise: you have a ready-made answer.

Template message for when the customer cannot come today:

Hi {{1}}, no problem. We can hold your order {{3}} for {{2}} more business days. Does it work for you if you pick it up on {{7}}? If you prefer, we can also send it by courier (the cost is covered by the customer). Let us know what you prefer.

• {{1}}: customer name.
• {{2}}: number of days you hold the order (e.g., '5').
• {{3}}: order number.
• {{7}}: proposed alternative day (e.g., 'Thursday').

What to reply if they ask about the price or the order status

Sometimes the customer replies with a question, not a confirmation. Two typical cases:

If they ask how much longer until it's ready:

Hi {{1}}, your order {{3}} is being prepared. We estimate it will be ready in approximately {{2}} hours. We'll message you as soon as it's ready for pickup.

If they ask how much home delivery costs:

Hi {{1}}, delivery costs {{2}} (check the rate for your area). If that works for you, we'll arrange payment and ship it today. Would you like us to handle it?

• In the first case, {{2}} is the estimated time (e.g., '2').
• In the second, {{2}} is the shipping cost (e.g., '$1500').

How to know if the message worked

Sending the notice isn't enough: you have to measure whether the customer received it and whether they came to pick up. In Wando, message statistics show you how many were sent and how many were delivered. But the data that matters is different: how many customers picked up after the notice.

If you use Wando, you can see in the inbox whether the customer replied and what they said. That tells you if the message arrived correctly or if there was a problem (for example, a wrong number).

You can also do a simple follow-up: if after 48 hours the customer hasn't replied or shown up, send a short reminder: 'Hi {{1}}, we're waiting for you with your order {{3}}. Do you still want to come by?'

The success indicator isn't the open rate, it's the actual pickup. If the notice doesn't translate into pickups, check whether the time, the address or the tone of the message are correct.

Why Meta can reject the template and how to fix it

Meta reviews every template before approving it. The most common reasons for rejection for this type of notice are:

Using promotional language: if you write 'Take advantage of this offer!' or 'Check out our new arrivals,' the template stops being utility and becomes promotional. Fix it by removing any reference to sales or discounts.

Missing required data: if you don't include your store name, address or order number, Meta rejects it as incomplete. Fill in all the variables.

Poorly defined variables: if a {{1}} variable isn't clear or isn't used, Meta may reject it. Define each variable in the Meta dashboard.

The message doesn't match the category: if you say it's a pickup notice but the text sounds like marketing, they reject it.

To fix it, go to the WhatsApp Business dashboard, review the exact reason for rejection, adjust the text and submit it again. Approval takes up to 48 hours.

Formal and friendly variants: when to use each one

We already gave you both variants at the beginning. The question is when to use each one.

The formal variant ('Dear {{1}}...') is for customers you don't know, who are buying for the first time or who prefer a distant tone. It also works for premium brands or industries like healthcare or real estate, where the tone is more serious.

The casual variant ('Hi {{1}}! 👋...') is for regular customers, neighborhood stores, or young brands. It builds more trust and closeness, but be careful: if the customer doesn't know you, it can sound too informal.

Rule of thumb: if the purchase was online and there's no prior relationship, use the formal one. If the customer has bought from you before or messaged you on WhatsApp, use the casual one.

In Wando, you can upload both templates and choose which one to use depending on the context. The AI will suggest the one that best fits each conversation.

Satisfaction survey

Knowing whether your customer was happy with the purchase is key to improving and building loyalty. But sending a message to each one, one by one, takes time. Here's a ready-to-copy template you can use as is or adapt to your style.

What goes in each variable

• {{1}}: your customer's name (e.g., 'María').
• {{2}}: your store's name (e.g., 'Moda Urbana').

How to load it in WhatsApp Business

1. 1Copy the message and go to the WhatsApp Business app.
2. 2Go to 'Tools' → 'Messages' → 'Template messages'.
3. 3Paste the text and replace the variables with your customer's real data.
4. 4Or if you use Wando, load the template in the dashboard and the AI will use it on its own when the time comes, learning from your replies.

Message variants

Note: this type of message is transactional (utility category), so it doesn't require the customer's opt-in like promotional ones do. That said, the template has to be approved by Meta before you use it. In general, approval takes up to 48 hours, although it's not guaranteed.

When to send this message (and when not to)

The ideal moment is between 2 and 7 days after the purchase. If you send it right away, the customer is still caught up in the excitement of the moment and will respond more willingly. If you wait too long, the experience has cooled off and the response loses value.

Don't send it if the order hasn't arrived yet or if there was a recent problem (a delay, a size change, an open complaint). In those cases, first resolve the problem and then ask how it went. A survey at the worst moment guarantees you a 1, and all you achieve is making the customer angrier.

Also, don't send it more than once per purchase. If the customer has already responded, don't insist. And if they didn't respond, don't send them the same survey twice: nobody likes being asked the same thing twice.

What to reply if they respond with a 4 or 5

A happy customer is your opportunity to get a review or a recommendation. Take advantage of the moment, but without being pushy.

Template message: 'Thank you {{1}}! 😊 We're thrilled that you had a good experience at {{2}}. If you feel like it, we'd appreciate a review on Google; it helps us a lot to keep growing. Have a great day!'

Note: don't ask for the review in the same message as the survey. First let them respond with the score, and only then, if it's high, ask for the review. That way you don't mix things up and the request arrives at the best moment.

What to reply if they respond with a 3

A 3 is not a disaster, but it's not a resounding yes either. The customer is in the middle: they didn't complain, but they weren't delighted. Here your goal is to understand what was missing.

Template message: 'Hi {{1}}! Thanks for your response. 😊 We see that your experience was good but not excellent. Could you tell us what we could improve? Your opinion matters a lot to us so we can keep growing.'

This message is short on purpose. If the customer tells you the problem, you already have material to improve. If they don't respond, don't insist: at least now you know there's something to adjust in the process.

What to reply if they respond with a 1 or 2

A low score is an opportunity to save the relationship. The customer who complains and receives a good response can become more loyal than the one who never complained.

Template message: 'Hi {{1}}, we're very sorry about your experience in {{2}}. 🙁 Thank you for telling us, so we can improve. Could you tell us what happened? We want to resolve it and make sure you're happy with your purchase.'

Important: don't get defensive or justify the mistake. Listen, apologize, and offer a concrete solution (an exchange, a refund, a discount on the next purchase). If the problem is serious, move it to a call or a private channel. And if the customer gets angrier, don't argue: escalate to a supervisor.

How to know if the message worked

The first thing to look at is the response rate: how many responded out of how many received the message. If less than 30% respond, the timing was probably wrong or the message isn't engaging. If more than 60% respond, you're doing things right.

Then, look at the distribution of scores. If you have a lot of 4s and 5s, great. If you have a lot of 1s and 2s, there's an underlying problem you need to solve before you keep sending surveys.

With Wando, you can see the statistics of your messages and campaigns: how many were sent, how many were delivered and how many were answered. That way you know if the template works or if you need to adjust something. And if a customer responds with a low score, the AI suggests a reply for you to apologize, but you always approve it.

Why Meta can reject the template and how to fix it

Meta reviews templates to prevent spam and misleading messages. The most common reasons for rejection are:

· Promoting something without permission (if you mention discounts or offers, the category is no longer utility).

· Including URLs that aren't from your domain or shortened links.

· Using language that sounds like spam, such as 'You won!' or 'Last chance!'.

· Request sensitive information (bank details, passwords).

If it is rejected, read the reason in the Meta panel, correct what it indicates and submit it again. The approval period is up to 48 hours, but it is not guaranteed. If you need help, Wando advises you with template registration.

Pickup reminder

Has it happened to you that a customer orders something, doesn't pick it up and a few days later writes to complain? With a clear and friendly pickup reminder you avoid misunderstandings, free up stock and improve the experience. Here we leave you a template ready to copy.

• {{1}}: customer name (e.g. 'Martina')
• {{2}}: your store name (e.g. 'Moda Urbana')
• {{3}}: order number or detail (e.g. 'order #1234')
• {{4}}: store address (e.g. 'Av. Corrientes 1234')
• {{5}}: business hours (e.g. 'Monday to Saturday from 10:00 to 20:00')

1. 1Copy the message and replace the variables {{1}}, {{2}}, etc. with the real data.
2. 2In WhatsApp Business, go to 'Tools' > 'Saved messages' and paste it there to use it quickly.
3. 3If you use Wando, load the template in the panel and the AI will use it on its own when appropriate (always with your approval).

This type of message is transactional ('utility' category in the official WhatsApp API), so it does not require marketing opt-in. Still, make sure the customer has left their number so you can notify them about their purchase. In Wando, the AI suggests these reminders at the right moment and you approve them with one click.

When to send this message and when NOT to send it

Send it as soon as the order is ready for pickup, ideally the same day. If the customer ordered something with 48-hour delivery, let them know the moment the order becomes available, not before. An early reminder prevents the customer from forgetting and keeps the stock from being held up.

Do not send it if the customer has already confirmed they will come by, if they have picked up the order, or if the purchase was canceled. Do not use it to promote other products either: it is a transactional message, and mixing it with marketing can cause Meta to reject it or the customer to get annoyed. If you want to offer something extra, do it in a separate message, with its own opt-in.

Avoid sending it outside the store's business hours. A reminder at 11:00 p.m. creates noise and can make the customer block you. Schedule it for the morning, when people are more receptive.

What to reply to the customer's three most likely responses

Response 1: 'Hi! Yes, I'll come by tomorrow.' → 'Perfect {{1}}! We'll be waiting for you. If anything changes, let us know. Thanks!'

Reply 2: 'I won't be able to make it, can you send it?' → 'Sure {{1}}, we'll arrange the delivery. What address should we send it to? The cost depends on your area, we'll confirm it here. If you prefer, we can keep it reserved for a few more days.'

Reply 3: 'What order was it?' → 'It's the {{2}} you ordered on {{3}}. We'll be waiting for you at {{4}} during {{5}}. Does that work for you?'

• Always reply quickly, ideally in less than an hour.
• If the customer asks for delivery, provide the exact cost before confirming.
• If they don't respond, wait 48 hours before following up.

How to tell if the message worked

The clearest sign: the customer picks up the order. If they come by after the reminder, it worked. But there are also intermediate signs: they reply confirming, they ask to change the time, or they ask for delivery.

In Wando, message statistics show you how many were delivered and how many got a response. If the response rate is low, try changing the sending time or the tone of the message.

Another useful metric: the time between sending the reminder and the pickup. If it goes down, the message is doing its job. If it doesn't change, check whether the customer actually received the message or if the number is correct.

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

Meta rejects templates that look like spam, that contain exaggerated promises, or that mix categories. A pickup reminder is 'utility', but if you add 'Take advantage of our offers', it becomes marketing and requires different handling.

Another common reason: poorly defined variables. If you use {{1}} and {{2}} without explaining what they are, Meta may not understand the context. In the template, each variable must have a clear example in brackets, such as '{{1}} (customer name)'.

If it gets rejected, correct the text, clarifying the purpose and the variables, and submit it again. Approval can take up to 48 hours. Don't try to make it pass as something it isn't: Meta reviews the content and actual use.

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

The formal variant is for customers you don't know well, premium brands, or situations where the customer prefers a distant tone. Example: 'Dear {{1}}, we remind you that your order {{2}} is available for pickup at {{3}}. Our hours are {{4}}. We remain at your disposal.'

The casual variant is for regular customers or young brands. Example: 'Hi {{1}}! 🙌 Your {{2}} is already waiting for you. Stop by {{3}} whenever you want (we open {{4}}). See you there!'

Simple rule: if the customer uses informal language or emojis, use the casual one. If not, start formal and adapt based on the response. The key is for the message to sound natural, not robotic.

How to tell if the message worked

The clearest signal: the customer picks up the order. If they come to get it after the reminder, it worked. But there are also intermediate signals: they reply to confirm, they ask to change the time, or they ask for delivery.

In Wando, message statistics show you how many were delivered and how many got a response. If the response rate is low, try changing the sending time or the tone of the message.

Another useful metric: the time between sending the reminder and the pickup. If it goes down, the message is doing its job. If it doesn't change, check whether the customer actually received the message or whether the number is correct.

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

Meta rejects templates that look like spam, that make exaggerated promises, or that mix categories. A pickup reminder is 'utility', but if you add 'Take advantage of our offers', it becomes marketing and requires different handling.

Another common reason: poorly defined variables. If you use {{1}} and {{2}} without explaining what they are, Meta may not understand the context. In the template, each variable must have a clear example in brackets, such as '{{1}} (customer name)'.

If it gets rejected, fix the text, clarifying the purpose and the variables, and submit it again. Approval can take up to 48 hours. Don't try to make it pass as something it isn't: Meta reviews the content and the actual use.

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

The formal variant is for customers you don't know well, premium brands, or situations where the customer prefers a distant tone. Example: 'Dear {{1}}, we remind you that your order {{2}} is available for pickup at {{3}}. Our hours are {{4}}. We remain at your service.'

The friendly variant is for regular customers or young brands. Example: 'Hi {{1}}! 🙌 Your {{2}} is waiting for you. Stop by {{3}} whenever you like (we open {{4}}). See you soon!'

Simple rule: if the customer uses informal language or emojis with you, use the friendly one. If not, start formal and adapt based on the response. The key is for the message to sound natural, not robotic.

Customer birthday message

A customer's birthday is a golden opportunity to strengthen the relationship and, along the way, make a sale. But sending the same generic message to everyone isn't enough: personalization makes the difference. That's why we bring you a WhatsApp template for stores that you can copy, adapt, and use today.

• {{1}}: the customer's name (e.g., María).
• {{2}}: your store's name (e.g., Lo de María).
• {{3}}: the specific benefit (e.g., 10% off one item, free shipping, a free accessory).

1. 1Copy the message and replace the variables with a real example to visualize it better.
2. 2In WhatsApp Business, go to Tools > Template catalog (or the equivalent section) and create a new template with this text, marking the Marketing category.
3. 3Submit the template and wait for Meta's approval (it can take up to 48 hours).
4. 4If you use Wando, load the template in the panel and the AI will use it on its own when appropriate, always with your prior approval.

When to send this message (and when not to)

The ideal moment is the same day as the birthday, early (between 9:00 and 11:00 in the morning). People check their phones in the morning and a greeting at that time feels genuine, not like a pending task from midday.

If the birthday falls on a Monday or a holiday, send it anyway: the message is personal, not an urgent offer. But avoid odd days like Christmas or New Year's, when the noise of promotions is huge and yours gets lost.

Don't send it if the customer didn't opt in. Without prior consent, the template won't be approved and, if you send it anyway outside the API, you risk a block. Also don't send it if the customer bought from you more than a year ago and hasn't opened any message in that time: that contact is cold and a discount won't reactivate it.

And note: don't send it at 20:00 or on Sundays. A birthday greeting at that time reads as spam, not as attention.

What to reply when the customer responds (3 likely replies)

The birthday message generates replies, and you need to have them thought out. These are the three most likely ones and how to answer them.

1. "Thank you! What discount is it?" — Here the customer is already interested. Reply with the clear benefit and a concrete step:

"You're welcome, {{1}}! 🎉 We'll be waiting for you at {{2}} with a {{3}}. Come by today or tomorrow and we'll honor it for you. What time works for you?"

2. "I didn't know you had something like that" — The customer didn't know about the promotion. Take the chance to explain the benefit and add a detail:

"Yes! It's our birthday gift. {{3}} is for this week, but if you come by before Saturday we'll honor it for you. Would you like me to reserve something for you?"

3. "Thanks, but I can't right now" — Don't insist. Leave the door open and log the opportunity:

"Don't worry, {{1}}! The benefit is valid until {{2}}. If you want, I'll let you know when it's about to expire. Have a great day!"

With Wando, the AI suggests these replies and you approve them with one click.

How to know if the message worked

Sending the message and waiting isn't enough. There are two concrete signs that the template worked.

First, the response rate. If more than 20% of contacts reply, the message hooked them. If it's less than 10%, the benefit wasn't attractive or the message didn't feel personal. Compare it across sends: if one benefit worked better than another, repeat it.

Second, conversion. How many of those who replied bought? That's the number that matters. A message that generates replies but not sales is a problem with the offer, not the message. If 30% or more of those who reply buy, you're doing very well.

In Wando, campaign statistics show you delivered, read and replied, and you can see which template performed best. With that, you adjust the next birthday without guessing.

Why Meta rejects a template like this and how to fix it

Meta rejects marketing templates for three common reasons. The first: lack of opt-in. If you can't prove the customer consented to receive promotions, the template won't pass. Solution: add the opt-in at the time of purchase or in a previous message.

The second: misleading or exaggerated language. Phrases like "You won!" or "Last chance" without real context are grounds for rejection. Use a direct, verifiable tone: "We're offering you 10% off your next purchase."

The third: misused variables. The variables {{1}}, {{2}}, {{3}} must have a clear purpose and must not be repeated. If you use the same variable twice, Meta rejects it. Check that each one is in the right place.

If you get rejected, read the exact reason in the Meta panel, fix it and submit again. Don't keep pushing the same text: adjust what they flagged. With Wando, the panel lets you know if a template was rejected and suggests changes.

Formal and friendly variants: when to use each one

The formal variant you already saw is for customers who don't know you well or who have a distant relationship: a customer who bought once six months ago, a new contact, or a B2B. Use it when the benefit is important and you want to sound serious.

The friendly variant is for regular customers, those who buy from you often or message you on WhatsApp with confidence. There the relaxed tone and the emoji work: there's already a connection, and the message reads as a gesture, not as a promo.

Simple rule: if in doubt, use the formal one. A sober greeting never offends; one that's too friendly with a customer who doesn't have that trust can sound invasive. And if the customer uses informal language in their messages, then switch to the friendly one.

You can also adapt the closing: in the formal one, "We're here for you"; in the friendly one, "Let me know!". The benefit can be the same, but the framing changes.

Let everyone know the new season has arrived

The new season has arrived and you surely already have the new garments in your store. The problem is that letting all your customers know on WhatsApp, one by one, takes hours. With a well-crafted message template, you can let everyone know in seconds and start selling from the very first minute.

• {{1}}: customer's name (e.g. María)
• {{2}}: your store's name (e.g. Tienda Lola)
• {{3}}: benefit or promo (e.g. 10% discount)
• {{4}}: valid-until date (e.g. May 15)
• {{5}}: address or contact method (e.g. Av. Siempre Viva 123)

1. 1Copy the message and replace the variables with your store's info.
2. 2In WhatsApp Business, go to Tools > Message Templates (or the equivalent option) and create a new template with the Marketing category.
3. 3Paste the message and save it. Meta has to approve it (it can take up to 48 hours).
4. 4Once it's approved, send it to your contacts who agreed to receive promotions.
5. 5If you use Wando, upload it to the panel and the AI will use it automatically when appropriate, without you having to keep an eye on it.

When is the right time to send this message?

Timing matters as much as the text. Send it when the season is already in the store: if you announce it before you have stock, the customer comes in and finds nothing, and that's worse than not announcing it at all.

Choose low-activity hours: Tuesday to Thursday from 10:00 to 12:00 or from 15:00 to 17:00. Avoid early Monday (people start the week with a thousand things going on) and Friday night (nobody reads promotions when they're already in weekend mode).

What you should NOT do: send it every month with the same excuse. If the customer gets the fourth 'the season is here!' in a year, they'll block you or report you as spam. Use it only when there's real news: a new collection, a restock of a highly requested product, or a strong promotion for a seasonal change.

• Send it when the stock is already available
• Best Tuesday to Thursday, from 10:00 to 12:00 or from 15:00 to 17:00
• Don't use it more than once per season

What to reply if the customer asks 'what came in?'

The template message is the entry point. The sale closes in the conversation that follows. If the customer replies 'what came in?', don't send a catalog of 20 photos: overwhelming them is losing them.

Reply with the 3 strongest garments of the season, with a photo and price. If you use Wando, the AI suggests the reply and you approve it with one click. The model message for this reply:

Hi {{1}}! The oversize hoodies, the denim jackets and the midi dresses have arrived. I'm sending you photos of the 3 that are selling the most. Do you want me to hold one for you in your size?

• Show 3 products, not 20
• Photo + price + available size
• Offer to hold it: creates urgency

What to reply if the customer says 'I don't have time to stop by'

'I don't have time' is almost never a real no: it's a logistics objection. If you offer an easy way out, the conversation continues. Have the reply ready before you send the template.

The sample message:

No worries {{1}}! I can send it by courier if you're in {{2}}, or I can hold it for you until {{3}} and you can stop by whenever you can. Which do you prefer?

• Offer home delivery: if they're in the area, say so
• Offer to hold it: takes the pressure of urgency off them
• Ask which option they prefer: it commits them to choosing

What to reply if the customer says 'what if it's not available in my size?'

Fear about sizing is the most common objection in clothing. Don't fight it: solve it. Your answer has to lower the perceived risk:

Hi {{1}}! If it doesn't fit, you have {{2}} days to exchange it. And if you want, I can hold two sizes for you and you can try them at the store. Should I set them aside for you?

• Mention the exchange policy: if you have one, state it
• Offer to hold two sizes: it shows confidence in your stock
• Close with a yes/no question: 'Should I set them aside for you?'

How do you know if the message worked?

A promotional message works if it generates conversations, not if it generates 'seen'. The metrics that matter:

Response rate: how many replied out of how many received it. If it's below 10%, the message or the timing is failing. Conversion rate: how many of those who replied bought or reserved. That's where the money is. Opt-out rate: if many ask you not to message them again, the message is spam, not a promo.

In Wando, campaign statistics show you delivered, read and replied. Don't get hung up on 'read': someone can read and not reply, and that's not a failure. The failure is that no one replies.

• Response rate: aim for more than 10%
• Conversion rate: the one that pays the bills
• Opt-out: if it goes up, lower the frequency

Why Meta can reject your template and how to fix it

Meta rejects marketing templates for three common reasons: misleading language (promising something you won't deliver), lack of opt-out (every promotional message must offer a way to unsubscribe) and incorrect format (misplaced emojis or poorly declared variables).

If it gets rejected, don't resend it as is: read the exact reason in the WhatsApp Business panel. Fix the text and send it again. Approval can take up to 48 hours, so don't leave it until the last minute.

A typical mistake: using the word 'free' if it isn't free. Another: promising discounts that don't exist. Meta reads the content and if it looks like clickbait, it rejects it.

• Reason 1: misleading language or clickbait
• Reason 2: lack of opt-out option
• Reason 3: incorrect variable format

Answer stock inquiries in seconds

Has it happened to you that you post a garment on your story and get flooded with "Do you have it in M?" messages? With this template you'll reply fast, with personality and without repeating yourself fifty times a day. Copy it, adapt it and start selling more.

What goes in each variable

• {{1}}: the name of the person writing to you (e.g. "María").
• {{2}}: the name of the product or garment they're asking about (e.g. "black dress").
• {{3}}: the available size or variant (e.g. "size M").

How to load this template in WhatsApp Business

1. 1Open WhatsApp Business and go to the "Quick Replies" section (in Settings > Chat tools).
2. 2Create a new quick reply with the shortcut /stock and paste the message with the variables.
3. 3When you get an inquiry, type /stock and fill in the details in seconds.
4. 4If you use Wando, load the template in the panel and the AI will use it automatically when appropriate, always with your approval before sending.

Message variants

Why use an AI-powered template

Replying with templates saves you from the repeated "Do you have it in M?", but if you want to go one step further, Wando learns from your real replies and suggests automatic responses that you approve with one click. That way you answer in seconds, at night and on Sundays, without losing control or the personal touch.

When to send this message (and when NOT to)

This message is for specific stock questions: "Do you have it in M?", "Do you have the black dress?", "How much are the jeans?". Reply as soon as you see it, ideally within the first 10 minutes, because in stores the sale is lost if you take too long.

Do NOT use it if the customer has already told you they want to buy and sent you their address: in that case go straight to coordinating the shipping. Don't use it to promote offers or new products either: that's marketing and needs another template approved by Meta. And if the message comes from a number that isn't from Argentina, don't assume the shipping is the same: ask before promising.

What to reply if the customer asks about another size

The most likely response after your template is: "And in S, don't you have it?". Don't start writing again: use this variant.

"Hi {{1}}, we don't have it in S right now, but I can let you know when it comes in. Should I write you down? Still, if you want, I can send you photos of the {{2}} in {{3}} so you can see how it looks."

If the size they're asking about isn't available, offer to reserve the one that is, or take their details to notify them. Never leave the conversation at "no, we don't have it": always leave a door open.

• If they ask about another size: offer to let them know when it comes in.
• If they ask about another color: "we don't have it in black, but we do in blue, want me to send it?".
• If they ask about the price: "the {{2}} is $X, but I can reserve it for you today if you want" (fill in with the real price).

How to know if the message worked

The message worked if the customer replies with something like "sure, reserve it for me", "yes, I'll come pick it up" or "how long does shipping take?". That's a conversation moving toward a sale.

If they reply "thanks, I'll write to you later" or don't reply, it doesn't mean it failed: they may be comparing prices or waiting to get paid. What is a sign that something didn't land is if they ask something the template didn't answer, like "does it have a warranty?" or "how long does it take?". That's where the template fell short.

In Wando, the statistics show you how many messages were answered and in what time. If you see that many conversations die after your reply, try changing the offer: instead of "should I send it to you?", try "I'll reserve it for you for 24 hours, does that work?".

Why Meta can reject this template and how to avoid it

Meta reviews templates to prevent spam. This one, since it's transactional, is usually approved quickly, but it can be rejected if:

1) You include promotions or links to your store (that's marketing). 2) You use misleading language or promises you can't keep (e.g., "free shipping" when it isn't). 3) You don't include the variables {{1}}, {{2}} and {{3}} correctly, or you use them for something other than name, product and size.

If they reject it, fix the text, remove anything that sounds like a promo and send it again. Approval can take up to 48 hours, so don't leave it until the last minute.

Formal variant and casual variant: when to use each one

The formal variant is for customers you don't know, brands that sell expensive products, or when the customer writes to you in a serious tone ("Hello, I'd like to know if you have the product in size M"). Use it in those cases.

The casual one is for customers who have already bought from you, write to you with emojis, or are from the neighborhood. There, formality is unnecessary and closeness sells.

If you don't know which one to use, start with the casual one: in stores, people buy from whoever they like. But if the customer writes formally, mirror it: if they're formal, you are too.

When to send this message (and when NOT to)

This message is for specific stock inquiries: "Do you have it in M?", "Do you have the black dress?", "How much is the jean?" Answer it as soon as you see it, ideally within the first 10 minutes, because in stores the sale is lost if you take too long.

Do NOT use it if the customer has already told you they want to buy and gave you their address: in that case, go straight to coordinating the shipping. Also do not use it to promote offers or new products: that is marketing and needs another template approved by Meta. And if the message comes from a number that is not from Argentina, do not assume the shipping is the same: ask before promising.

What to reply to the customer's three most likely responses

After sending the template, the customer usually replies with one of these three things. Have them ready so you don't have to write from scratch again.

If they ask about another size: "Hi {{1}}, at {{3}} we don't have it right now, but I can let you know when it comes in. Should I add you to the list? If you want, I can also send you photos of the {{2}} in another size so you can see how it looks."

If they ask about the price: "The {{2}} is $X. I can hold it for you for 24 hours if you want. Should I ship it or will you pick it up?" (fill in with the real price).

If they ask about shipping: "We ship nationwide by mail, it takes 3 to 5 business days. The cost depends on the postal code, but I'll confirm it before shipping. Should I hold it for you?"

• They ask about another size: offer to let them know when it comes in.
• They ask about the price: give them the info and offer to hold it.
• They ask about shipping: explain the timeframe and the cost, and offer to hold it.

How to tell if the message worked

The message worked if the customer replies with something like "sure, reserve it for me", "yes, I'll come pick it up" or "how long does shipping take?". That is a conversation moving toward the sale.

If they reply "thanks, I'll write to you later" or don't reply, it doesn't mean it failed: they may be comparing prices or waiting to get paid. What is a sign that something didn't land is if they ask something the template didn't answer, like "does it have a warranty?" or "how long does it take?". That's where the template fell short.

In Wando, the statistics show you how many messages were answered and in what time. If you see that many conversations die after your reply, try changing the offer: instead of "should I send it to you?", try "I'll hold it for you for 24 hours, does that work?".

Why Meta may reject this template and how to avoid it

Meta reviews templates to prevent spam. This one, since it's transactional, is usually approved quickly, but it can be rejected if:

1) You include promotions or links to your store (that's marketing). 2) You use misleading language or promises you can't keep (e.g. "free shipping" when it isn't). 3) You don't include the variables {{1}}, {{2}} and {{3}} correctly, or you use them for something other than name, product and size.

If it's rejected, fix the text, remove anything that sounds like a promo and submit it again. Approval can take up to 48 hours, so don't leave it until the last moment.

Formal variant and casual variant: when to use each one

The formal variant is for customers you don't know, brands that sell expensive products, or when the customer writes to you in a serious tone (“Hello, I would like to know if you have the product in size M”). Use it in those cases.

The casual one is for customers who have already bought from you, write to you with emojis, or are from the neighborhood. There, formality is unnecessary and friendliness sells.

If you don't know which one to use, start with the casual one: in stores, people buy from whoever they like. But if the customer writes formally, mirror them: if they're formal, you are too.

These templates are a starting point: adapt the tone, the store's details, and the timeframes to the way you work. The important thing is that the message is clear, that it says what the customer needs to do, and that it doesn't promise things you can't deliver. If you use Wando, you can save them as templates, send them from the inbox, and let the AI suggest replies based on how you respond. Remember that templates sent outside WhatsApp's 24-hour window require Meta's approval, which can take up to 48 hours. To try Wando you get 14 days free, no card, and current plans are at wando.online/pricing.