WhatsApp Template for Ecommerce: Exchange or Return in Progress

Did it happen that a client writes to you at 2 AM asking about their exchange? With this template you reply right away, without fuss, and you also keep a record of everything. It is a transactional message (utility category), so it does not require prior opt-in from the client: you can send it because it is part of after-sales service.

What goes in each variable

• {{1}}: the client's name, so they feel you are talking to them, not to a crowd.
• {{2}}: the order number or tracking code. If you don't have it handy, use the purchase date.
• {{3}}: the date you received the package (or the estimated date if it hasn't arrived yet).
• {{4}}: the estimated time in business days to process the exchange or return. Be realistic: better to promise 5 and deliver in 3, than the other way around.

How to load it in WhatsApp Business

1. 1Open WhatsApp Business, go to Tools > Catalog > Message templates.
2. 2Paste the message with variables {{1}}, {{2}}, etc., and save it as a draft.
3. 3When a client writes to you about an exchange, copy the template, replace the variables with the actual data, and send.
4. 4If you use Wando, you load the template in the panel and the AI suggests it automatically when it detects that the client is asking about an exchange or return. You just approve it with one click.

Variants according to the tone you want

Why this template is useful

Returns or exchanges are a delicate moment: the customer is already somewhat upset or anxious, and if you don't respond quickly, they get even more frustrated. With this message, you give them certainty and show that you're on top of it. Plus, since it's a transactional template, you can use it without fear of Meta rejecting it as spam. And if you load it into Wando, the AI will use it automatically when the context calls for it, so you don't have to keep an eye on the chat all day.

When to send this message (and when NOT to)

This message goes only at a specific moment: when the customer has already told you they want an exchange or return, and you've already received or are about to receive the package. It's the 'we're on it' notice, not the 'it's done' notice.

Don't send it if the customer hasn't said anything yet. If they write 'how do I return my order?', first reply with the process instructions, not this template. Also, don't use it to confirm that the exchange has already been resolved: that's another shipping confirmation or refund template.

The ideal time is the same day you receive the package, or, if you have the mail notification, the day you know it's going to arrive. That way the customer won't write to you asking after two days.

What to answer if the customer responds 'and how much longer?'

The customer asking how much longer is anxious, but not angry. The response must be concrete and give a date, not a 'we'll let you know'.

Sample message: 'Hi {{1}}, your exchange/return for order {{2}} is in process. We received the package on {{3}} and the timeframe is {{4}} business days. If you don't have news by {{5}}, write to us and we'll review it personally.'

The {{5}} variable is the deadline you promised (day {{3}} + {{4}} business days). If the deadline has already passed, don't use this template: go straight to resolving the case.

What to answer if the customer says 'I want to cancel the exchange'

It can happen that the customer changes their mind and wants a refund instead of the exchange. Don't argue: offer the option and confirm in the same message.

Sample message: 'Hi {{1}}, no problem. We can cancel the exchange for order {{2}} and switch to a refund. We confirm the reimbursement within {{3}} business days after we receive the package. Does that work for you?'

If the customer has already received the product and hasn't sent it yet, add the step for them to send it: 'When you send it, share the tracking code in this chat and we'll wait for it.'

What to answer if the customer asks about the refund status

This is the most common query after the initial notice. The answer must be clear about the processing times of Mercado Pago or the method you use.

Model message: 'Hi {{1}}, your refund for order {{2}} is in process. The payment will be credited within {{3}} to {{4}} business days, depending on the payment method. If you don't see it by {{5}}, write to us and we'll send you the receipt.'

Don't invent exact timeframes: the crediting times are set by the payment processor, not you. If you use Mercado Pago, refer to their official documentation for the refund timelines.

How to tell if the message worked

The message worked if the customer doesn't write back asking the same thing. If they reply 'thanks' or an emoji, that's it: you gave them certainty and they won't bother you anymore.

In Wando, check the message statistics: if the customer opened the chat and didn't forward any query, that's a good sign. If they ask again 'so?', the message wasn't enough: it probably lacked a specific date or you didn't give them an escalation channel.

You can also measure resolution time: if the case is closed within less than 24 hours after sending the template, it worked. If it drags on, check if the timeframe you promised was realistic.

Why Meta may reject this template

Meta is strict with templates: if the message looks like advertising or is not clearly transactional, it rejects it. The most common reasons with this template are:

1. Including offers or promotions ('take advantage of 20% off') that take it out of the utility category. 2. Putting URLs that are not from your domain or that do not point to the privacy policy. 3. Using vague language like 'we are working on your case' without providing a date or a concrete next step. 4. Not including the customer's name or the order number: without context, it looks like spam.

To fix it, replace vague language with concrete data (dates, order numbers), remove any promotion, and make sure the message is 100% informational. If it is rejected, edit it and resubmit it: approval takes up to 48 business hours.