WhatsApp Template for Ecommerce: Discount Coupon

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

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

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

When to send this message (and when not to)

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

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

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

What to reply to the three most likely responses

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

The three most common responses and how to handle them:

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

How to know if the message worked

It's not enough to send and wait. You need to measure three things: click-through rate on your store link, response rate (whether the customer replied something), and conversion rate (whether they completed the purchase).

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

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

Why Meta may reject the template and how to fix it

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

If it's rejected, don't resend it as is: fix the problem and send it again. The rejection is not permanent, but resubmitting a rejected template without changes can lead to a suspension.

• Lack of opt-in: the customer did not give consent to receive promotions. Solution: add a subscription checkbox at checkout.
• Misleading language: promising "free" when it's not, or "last chance" without a date. Solution: use "discount" and include a real date.
• Incorrect format: poorly loaded variables or special characters. Solution: check that the braces and spaces are correct.
• Wrong category: sending marketing as if it were service. Solution: classify it as marketing.

Formal variant and casual variant: when to use each

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

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

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

• Formal: new clients, serious sectors, first interaction.
• Friendly: recurring clients, young brands, response to a previous inquiry.
• Mixed: if the client writes to you with "hi" and emojis, you can use the friendly one.

How to detect real signs of interest before sending

Not all who abandon their cart are the same. Some were comparing prices, others changed their minds, and others were just browsing. Sending the coupon to everyone can annoy people and lead to reports.

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

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

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

What to reply if the customer asks about the coupon

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

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

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

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

How to interpret metrics to adjust sending

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

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

If read rates are high but no one responds, the message doesn't engage. Try changing the discount percentage or the tone. If delivery rates are low, check the opt-in and that the numbers are valid.

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

What to do if Meta rejects the template

Meta rejects templates for three common reasons: lack of opt-in, misleading language, or incorrect formatting. If it's rejected, don't resend it anyway: fix the problem and resubmit it.

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

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

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

Formal vs. informal variant: when to use each

The formal variant is for customers you don't know or who have never interacted with you. It is also suitable for serious sectors such as real estate or healthcare. The informal variant is for repeat customers or young brands.

Simple rule: if in doubt, use the formal variant. It's easier to move from formal to informal than the other way around.

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

• Formal: new customers, serious sectors, first interaction.
• Informal: repeat customers, young brands, response to a previous inquiry.
• Mixed: if the customer uses emojis, you can be more casual.