WhatsApp template for ecommerce: shipping notification with tracking

When a customer buys from you online, what they most expect after payment is to know when it will arrive. A shipping notification with tracking not only reassures them, it also prevents them from flooding you with messages asking 'Did you send it yet?'. Here's a ready-to-copy template, with variables so you can personalize it in seconds.

• {{1}} – Customer's name (e.g., Maria)
• {{2}} – Order number or code (e.g., #10234)
• {{3}} – Tracking link (e.g., https://yourwebsite.com/tracking/10234)
• {{4}} – Your store's name (e.g., Your Online Store)

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

When to send this message (and when not to)

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

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

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

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

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

Sample message: "Hi {{1}}! According to the courier, your order {{2}} arrives between {{3}} and {{4}}. If it does not arrive by that date, write to us and we will check it. Here you can track it: {{5}}."

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

What to reply if the customer says "I did not receive anything"

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

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

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

What to reply if the customer asks to change the address

Changing the address after shipping is complicated. Often the courier no longer allows modifications. Don't promise it's possible if you're not sure.

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

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

How to tell if the message worked

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

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

Also check if the tracking link receives clicks. If nobody clicks it, it may be that the message is not arriving or that the link is broken. Check that before changing the text.

Why Meta may reject this template and how to fix it

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

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

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

If they reject it, read the exact reason in WhatsApp Manager, fix that, and resubmit it. Approval takes up to 48 hours, so do not leave it until the last minute.