WhatsApp template to notify that the delivery is on its way

When the delivery goes out, the customer needs to know. A clear, timely message prevents calls, complaints, and customers asking for their order twice. Here's a ready-to-use template with variables for personalization.

• {{1}}: customer's name (e.g., Juan)
• {{2}}: order number or details (e.g., 1234 or two mozzarella pizzas and a Coke)
• {{3}}: delivery person's name or method (e.g., Carlos or motorcycle)
• {{4}}: estimated arrival time (e.g., 20:30)

1. 1Copy the message and paste it into your WhatsApp Business, replacing {{1}}, {{2}}, etc.
2. 2In Wando, upload the template to the panel and the AI suggests it when appropriate; you approve it with one click before sending.
3. 3Test the message with a real order and adjust the tone to match your brand.

This type of message is transactional (delivery notification), so it falls under the utility category in the official WhatsApp API. No additional opt-in is needed if the customer has already messaged you before, but it's still best to use it in moderation and always with real data.

When to send this message (and when not to)

This message goes out when the order has already left the store and you have a realistic estimated time. Don't send it before the delivery driver starts: if something happens later, you'll be stuck with a promise you didn't keep.

Also don't send it if the order is for pickup at the store, if it's a scheduled delivery for another day, or if the customer has already told you not to notify them. For those cases, there are other template categories or simply don't send anything.

If the delivery driver is new or the area is tricky, wait until they confirm with you that they've left. A timely notice is better than a rushed one.

• Send it when the delivery driver confirmed departure
• Don't send it before the actual departure
• Don't use it for pickups or scheduled deliveries

What to reply if the customer asks about the order

The three most likely responses are: "Has it left?", "What time will it arrive?" and "Can you change the address?". For each one, have a prepared answer.

• If they ask if it left: "Yes, {{1}} left a few minutes ago with {{2}}. It arrives at approximately {{3}}. I'll let you know if there's any news."
• If they ask the time: "The estimated delivery is at {{1}}. If there's any delay, we'll write to you here as soon as we find out."
• If they ask to change the address: "Sure, send me the new address and we'll see if it can make it. If not, we'll arrange for the delivery driver {{1}} to write to you."

How to know if the message worked

The message works if the customer doesn't write to you asking about the order. That is the main indicator: fewer inquiries = clear message.

You can also check the template statistics in Wando: how many were sent, how many were delivered, and whether there were responses. If the customer responds something like "Thank you!", that's a good sign.

If you notice that the customer still asks about the time or the delivery person, check whether the message is clear or whether the estimated time is too broad. Adjust and try again.

What makes Meta reject this template

Meta rejects templates that look like spam, have exaggerated promises, or are not clear. In this case, common reasons are: promising an exact time without margin, using too many emojis or writing in all caps, or including links that are not from your domain.

Another reason: not using variables correctly. If you put {{1}} and then don't replace it, Meta sees it as a formatting error.

To fix it, check that the message is simple, without promises, with well-defined variables and no strange links. Resubmit the template and wait up to 48 hours.

Formal variant and casual variant: when to use each

The formal variant is for clients you don't know, for neighborhood stores with a more distant approach, or for chains. Use it if the client hasn't messaged you before or if the order is large.

The casual variant is for regular clients, for small stores, or when there's already trust. The relaxed tone adds value if the client already knows you.

If you're unsure, start with the formal one and test. Over time, you'll see which one performs better.

When to send this message (and when not to)

Timing is key: this message should go out when the order has already left the store and the delivery driver has confirmed they've started. Not before. If you send it before the actual departure, you're tied to a promise you can't keep later.

Also, don't use it for orders picked up at the store, deliveries scheduled for another day, or if the client has explicitly asked not to be notified. In those cases, the template adds no value and might be annoying.

If the delivery driver is new or the area is tricky, wait for them to confirm they've left. A notification with the real time is worth more than a rushed one that later needs correcting.

• Send it when the delivery person confirmed departure.
• Do not send it before the actual departure.
• Do not use it for pickups or scheduled deliveries.

What to reply if the customer asks about the order

The three most likely responses are: "Has it left yet?", "What time will it arrive?" and "Can you change the address?". For each one, have a prepared response on hand.

If they ask if it left: "Yes, {{1}} left a few minutes ago with {{2}}. It arrives around {{3}}. I'll let you know if there's any news."

If they ask for the time: "The estimated delivery is at {{1}}. If there's any delay, we'll write to you here as soon as we find out."

If they ask to change the address: "Sure, send me the new address and we'll see if it can make it. If not, we'll arrange for the delivery person {{1}} to write to you."

How to know if the message worked

The main indicator is simple: the customer doesn't write to you asking about the order. Fewer inquiries = clear message. That's the data you need to look at.

You can also use Wando statistics to see how many messages were sent, how many were delivered, and whether the customer replied. A "Thanks!" is a sign that everything went well.

If the customer still asks about the time or the delivery person, check if the estimated time is too broad or if the message is not clear. Adjust the template and try again.

What causes Meta to reject this template

Meta rejects templates that look like spam, have exaggerated promises, or are not clear. In this case, the common reasons are: promising an exact time without margin, using too many emojis or writing in ALL CAPS, or including links that are not from your domain.

Another reason: not using variables correctly. If you include {{1}} and then don't replace it, Meta sees it as a formatting error.

To fix it, make sure the message is simple, without promises, with well-defined variables, and without suspicious links. Resubmit the template and wait up to 48 hours.

Formal variant and casual variant: when to use each

The formal variant is for customers you don't know, for neighborhood stores with more distant treatment, or for chains. Use it if the customer hasn't written to you before or if the order is large.

The close variant is for regular customers, for small businesses, or when there is already trust. The relaxed tone helps if the customer already knows you.

If you don't know, start with the formal one and try it. Over time, you'll see which one responds better.