WhatsApp template for stores: pickup reminder
Has it happened that a customer orders something, doesn't pick it up, and days later writes to you complaining? With a clear and friendly pickup reminder you avoid misunderstandings, free up stock, and improve the experience. Here we leave you a ready-to-copy template.
Hello {{1}}, we're writing to you from {{2}} to remind you that your order {{3}} is ready for pickup. We'll be waiting for you at {{4}} during our business hours ({{5}}). If you can't make it, let us know and we'll coordinate. Thank you!
- {{1}}: customer's name (e.g., 'Martina')
- {{2}}: your store's name (e.g., 'Moda Urbana')
- {{3}}: order number or details (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')
- 1Copy the message and replace the variables {{1}}, {{2}}, etc. with the actual data.
- 2In WhatsApp Business, go to 'Tools' > 'Saved messages' and paste it there to use it quickly.
- 3If you use Wando, load the template in the panel and the AI will use it automatically when appropriate (always with your approval).
More formal variant: 'Dear {{1}}, we remind you that your order {{2}} is available for pickup at {{3}}. Our hours are {{4}}. We remain at your service.'
More casual variant: 'Hi {{1}}! 🙌 Your {{2}} is waiting for you at the store. Come by anytime to {{3}} (we're open {{4}}). If anything, write to us. See you there!'
This type of message is transactional (category 'utility' in the official WhatsApp API), so it doesn't require marketing opt-in. Still, make sure the customer left their number to be notified about their purchase. In Wando, the AI suggests these reminders at the right time 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 on the same day. If the customer ordered something with delivery within 48 hours, let them know the moment the order becomes available, not before. An early reminder prevents the customer from forgetting and keeps stock from being held up.
Don't send it if the customer has already confirmed they'll come by, if they've picked up the order, or if the purchase was canceled. Also, don't use it to promote other products: it's a transactional message, and mixing it with marketing can cause Meta to reject it or annoy the customer. If you want to offer something extra, do it in a separate message with its own opt-in.
Avoid sending it outside the business's operating hours. An 11 p.m. reminder creates noise and can lead the customer to block you. Schedule it for the morning, when people are more receptive.
How to respond to the customer's three most likely replies
Reply 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 come, can you send it?' → 'Of course {{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 hold it 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 respond quickly, ideally within 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 after the reminder they come to pick it up, it worked. But there are also intermediate signs: 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 reply. If the reply rate is low, try changing the send time or the tone of the message.
Another useful metric: the time between sending the reminder and 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 such a template and how to fix it
Meta rejects templates that look like spam, have exaggerated promises, or mix categories. A pickup reminder is 'utility', but if you add 'Take advantage of our offers', it becomes marketing and requires different treatment.
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, like '{{1}} (customer name)'.
If it's rejected, fix the text, clarifying the purpose and the variables, and resubmit it. Approval can take up to 48 hours. Don't try to pass off something that it isn't: Meta reviews the content and the actual use.
A more formal variant and a closer one, and when to use each
The formal variant is for clients you don't know well, premium brands, or situations where the client prefers a distant treatment. Example: 'Dear {{1}}, we remind you that your order {{2}} is available for pickup at {{3}}. Our hours are {{4}}. We remain attentive.'
The close variant is for regular clients or young brands. Example: 'Hi {{1}}! 🙌 Your {{2}} is ready and waiting for you. Drop by whenever you want at {{3}} (we open at {{4}}). We'll be expecting you!'
Simple rule: if the client uses informal 'you' or emojis, use the close variant. If not, start formal and adapt based on their response. The key is that the message sounds natural, not robotic.
How to tell if the message worked
The clearest sign: the client picks up the order. If they come to get it after the reminder, it worked. But there are also intermediate signs: they respond 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 send time or the tone of the message.
Another useful metric: the time between sending the reminder and the pickup. If it decreases, the message is doing its job. If it doesn't change, check whether the client actually received the message or if the number is correct.
What causes Meta to reject a template like this and how to fix it
Meta rejects templates that look like spam, contain exaggerated promises, or mix categories. A pickup reminder is 'utility', but if you add 'Take advantage of our offers', it becomes marketing and requires different treatment.
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, like '{{1}} (customer name)'.
If it's rejected, fix the text, clarifying the purpose and variables, and resubmit. Approval can take up to 48 hours. Don't try to pass off something that isn't: Meta reviews the content and actual usage.
More formal and more casual variants, and when to use each
The formal variant is for customers you don't know well, premium brands, or situations where the customer prefers distant treatment. 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 casual variant is for regular customers or young brands. Example: 'Hi {{1}}! 🙌 Your {{2}} is waiting for you. Stop by whenever you want at {{3}} (we open at {{4}}). We can't wait to see you!'
Simple rule: if the customer uses informal 'you' or emojis, use the casual one. If not, start formal and adapt based on their response. The key is that the message sounds natural, not robotic.
Frequently asked questions
Do I need a Meta-approved template to send pickup reminders?+
Pickup reminders are transactional messages (utility category), so they don't require marketing opt-in. Still, the official WhatsApp API requires you to use approved templates to start conversations. In Wando, the AI suggests the right template and you approve it.
What if the customer doesn't pick up the order after the reminder?+
You can send a second reminder with a more direct tone, but always respecting frequency. If there's no response, coordinate a new pickup or set a return policy. The key is not to spam: a timely reminder is usually enough.
Can I use this template in Wando without knowing how to code?+
Yes, in Wando you load the template in the panel and the AI uses it automatically when appropriate (for example, when an order is ready). You always stay in control: the AI suggests, you approve with one click.
Can I send the reminder multiple times if the customer doesn't respond?+
Yes, but with limits. A second reminder after 48 hours can work, always with a more direct tone. More than two messages for the same order is spam and can cause Meta to limit your number.
What if the customer picks up the order but doesn't notify?+
If you use Wando, the AI can detect the response and update the order status. If not, mark the order as picked up in your system so you don't send reminders again.
Does this template work for other industries, like food service?+
Yes, the same scheme works for food pickup, reservations, or appointments. Just change the context: 'your order' to 'your reservation' or 'your appointment'. In Wando, there are specific templates by industry.
Can I use this template if the order is delivered to a different address?+
Yes, adapt variable {{4}} to indicate the delivery address instead of the store. The reminder is still valid: you're notifying that the order is on its way or ready for dispatch. In Wando, the AI suggests the text based on the context of each conversation.
What if the customer doesn't have the order number handy?+
No problem. The number is just a reference. If the customer doesn't have it, describe the product or the purchase date. What matters is that they know what you're talking about. Variable {{3}} can be 'your order of black sneakers' instead of a number.
How long should I wait before sending a second reminder?+
Wait at least 48 hours after the first one. If there's no response, send a more direct message offering a solution (reschedule, delivery, or return). More than two reminders for the same order is spam and can cause Meta to limit your number.
Does this template work for orders that have already been paid?+
Yes, in fact it's the most common case. If payment is already done, the reminder is purely logistical: you're letting them know the order is ready. If payment is pending, use a payment template (it can integrate with Mercado Pago in Wando) and then send the pickup reminder.