WhatsApp Template for Ecommerce: Payment Reminder
Has it happened that a customer builds their cart, writes to you, promises to pay, and then... nothing? It happens all the time. The problem isn't that they don't want to buy, but that their intention went cold. A well-written payment reminder on WhatsApp, sent at the right moment, can recover that sale without sounding pushy.
Sample message (copy it and replace the variables): "Hello {{1}}, I'm writing about your order {{2}} that's pending payment. Would you like me to send you the payment link so you have it handy? If you have any questions, just let me know and I'll help."
- {{1}}: customer's name (e.g., 'Maria')
- {{2}}: order number or details (e.g., '#1234' or 'blue t-shirt size M')
- 1In WhatsApp Business, go to 'Tools' > 'Catalog' or use the 'Messages' option to create a template from the admin.
- 2Load the text with the variables {{1}} and {{2}} and save it as a utility (transactional) template.
- 3When a customer leaves an unpaid order, send the message with the complete details.
- 4If you use Wando, you load this template in the panel and the AI uses it on its own when it detects a pending order, always with your prior approval.
More formal variant: "Dear {{1}}, we remind you that your order {{2}} is pending payment. To complete your purchase, please click on the following link: [link]. We remain at your disposal."
More casual variant: "Hi {{1}}! 👋 Did your order {{2}} get left hanging? We don't want you to miss out on your purchase, so here's the payment link. If anything, just write to us."
Note: This type of message is transactional (utility), so it doesn't require the customer to have opted in for promotions, but there must be a prior relationship. In the official WhatsApp API, utility templates are approved by Meta (usually within 48 hours). Don't use this text to offer discounts: that would be marketing and requires another category.
When to send it and when not to
The right time is between 24 and 48 hours after the customer left the order unpaid. Earlier, they may feel rushed; later, they've completely lost interest. If the customer wrote to you and promised to pay 'in a bit', wait that bit and a little more: a reminder at 15 minutes is pressure, not help.
Don't send it if the customer already paid and the system update took time. Check the order status before sending. Also, don't use it for customers who never started a purchase: without prior relationship, Meta may reject the template and the message won't arrive.
If the customer doesn't respond to the first reminder, don't insist with the same text. Wait for them to write again or use a marketing campaign with another template, as long as they have opted in. A single reminder per order is the rule that doesn't annoy.
What to reply when the customer responds
The reminder opens a conversation. The customer can respond with three typical things: that they do want to pay, that they have a question, or that they're not interested. Each one needs a different response.
If they say yes: 'Perfect {{1}}! I'll send you the payment link: [link]. Anything else, I'm here.' Short, no fuss.
If they have a question about the product or shipping: 'Good question {{1}}. Let me check and I'll confirm in a few minutes. Meanwhile, I'll leave you the link in case you want to go ahead with the payment.'
If they say they're not interested: 'No problem {{1}}. I'll still leave you the link in case you change your mind. If you need anything else, let me know.' Don't insist, don't ask why. Leave the door open.
How to know if it worked
The main metric is simple: did the customer pay? If the order moves to paid within 24 hours after sending, the message worked. If not, it didn't serve its purpose, and that is also information.
Also check if the customer replied. A response is not payment, but it indicates that the message didn't annoy and that the conversation is still alive. If they neither respond nor pay, the reminder didn't reach them: the problem may be the price, shipping, or trust, not the text.
In Wando, message and campaign statistics show you delivered, read, and replied metrics. With that, you can compare: if a reminder has high delivery but low response, the text or the timing is failing. If it has good response but no payment, the problem is after the message.
Why Meta may reject this template
Meta reviews utility templates before approving them. If it rejects it, it's usually for one of these reasons: the text asks for something non-transactional (like a discount), includes links that are not from your domain, or has formatting errors in the variables {{1}}, {{2}}.
To fix it: only use links from your site or your payment gateway, not generic shorteners. Verify that the variables are correctly declared and that the text doesn't promise anything you can't fulfill. If Meta requests changes, adjust the text and resubmit it: approval takes up to 48 hours.
Do not use this template for marketing. If you mix in an offer, Meta will reject it and it could cost you approval of future templates. Keep the reminder clean, transactional, and without promises.
Formal and friendly variants: when to use each
The formal variant ('Dear {{1}}...') is for customers you don't know, premium brands, or high-value products. It also works if the customer addressed you with 'usted' first: mirror their tone.
The friendly variant ('Hi {{1}}! 👋...') is for customers who already know you, young brands, or low-cost products. If the customer uses 'tú' with you in the chat, use it without hesitation.
The rule is simple: look at how the customer talks to you and respond the same way. If you're unsure, start formal and loosen up if the customer opens up. The payment reminder is a transactional message, but the conversation it opens is human.
When to send the reminder and when not to
The ideal time is between 24 and 48 hours after the customer left the order unpaid. Before that, it may feel rushed; after that, their intention has cooled. If the customer promised to pay 'in a bit', wait that bit and a little longer: a reminder after 15 minutes is pressure, not help.
Don't send it if the customer already paid and the system hasn't updated. Check the order status before sending. Also, don't use it for customers who never started a purchase: without a prior relationship, Meta may reject the template and the message won't arrive.
If the customer doesn't respond to the first reminder, don't insist with the same text. Wait for them to write again or use a marketing campaign with another template, as long as they have opted in. One reminder per order is the rule that doesn't annoy.
How to respond to the three most likely responses
The reminder opens a conversation. The customer can respond with three typical things: they want to pay, they have a question, or they are not interested. Each one needs a different response.
If they say yes: 'Perfect {{1}}! I'll send you the payment link: [link]. Anything you need, I'm here.' Short, no fuss.
If they have a question about the product or shipping: 'Good question {{1}}. Let me check and I'll confirm in a few minutes. Meanwhile, I'll leave you the link in case you want to go ahead with the payment.'
If they say they are not interested: 'No problem {{1}}. I'll still leave you the link in case you change your mind. If you need anything else, let me know.' Don't insist, don't ask why. Leave the door open.
How to know if the message worked
The main metric is simple: did the customer pay? If the order moves to paid within 24 hours after sending, the message worked. If not, it didn't work, and that's also information.
Also check if the customer responded. A response is not a payment, but it indicates that the message didn't annoy and that the conversation is still alive. If they don't respond or pay, the reminder wasn't enough: the problem may be the price, shipping, or trust, not the text.
In Wando, message and campaign statistics show you delivered, read, and replied. With that you can compare: if a reminder has high delivery but low response, the text or timing is failing. If it has good response but no payment, the problem is after the message.
Why Meta may reject this template
Meta reviews utility templates before approving them. If it rejects it, it's usually for one of these reasons: the text asks for something that is not transactional (like a discount), includes links that are not from your domain, or has formatting errors in the variables {{1}}, {{2}}.
To fix it: use only links from your site or your payment gateway, not generic shorteners. Verify that the variables are correctly declared and that the text does not promise anything you cannot fulfill. If Meta requests changes, adjust the text and resubmit it: approval takes up to 48 hours.
Do not use this template for marketing. If you mix in an offer, Meta will reject it and it can cost you approval of future templates. Keep the reminder clean, transactional, and without promises.
Formal and informal variants: when to use each
The formal variant ('Dear {{1}}...') is for clients you don't know, premium brands, or high-value products. It also works if the client addressed you with 'usted' first: mirror their tone.
The informal variant ('Hi {{1}}! 👋...') is for clients who already know you, young brands, or low-cost products. If the client uses informal 'tú' in the chat, use it without fear.
The rule is simple: look at how the customer talks to you and respond the same way. If you don't know, start formal and loosen up if the customer opens up. The payment reminder is a transactional message, but the conversation it opens is human.
Frequently asked questions
How often can I send a payment reminder without being annoying?+
The ideal is a single reminder per order, 24-48 hours after the purchase went cold. If they don't respond, don't insist: you can wait for them to write back or use a marketing campaign with another template.
Do I need the customer to have given consent to send them a payment reminder?+
For transactional (utility) messages like a payment reminder, the WhatsApp API does not require marketing opt-in, but it does require a prior relationship: for example, the customer placed an order or started a conversation. Still, it's always good if the customer expects your message: if they asked for the link, even better.
Can I use this template to offer a discount so they pay?+
No. If you offer a discount or promotion, the message becomes marketing category and requires another template approved by Meta. The payment reminder is utility: it only serves to complete an already-started transaction.
What do I do if the customer says they already paid but the system doesn't reflect it?+
Apologize and say you'll check. Don't argue or insist on payment. Review the order status and, if necessary, wait for the gateway confirmation. If the payment doesn't show up, offer help to resolve it, but without accusing the customer.
Can I send the reminder to a customer who abandoned their cart but never wrote to me?+
Not with this template. The WhatsApp API requires a prior relationship: the customer started a conversation or placed an order. If they only abandoned their cart on your website, that doesn't count as a prior relationship. In that case, use a marketing message with opt-in, not a utility one.
How long does Meta take to approve the template?+
Generally up to 48 hours, but it can be less. Don't assume it's instant: upload it in advance, before you need it. If they reject it, fix the reasons and resubmit. The 48-hour timeframe is the only one we can state; for more detail, check Meta's official documentation.
How long do I have to wait to send the reminder if the customer promised to pay 'in a bit'?+
Wait that time and a bit more. If they said 'in an hour', wait at least an hour and a half. A reminder after 15 minutes is pressure, not help. The ideal window remains 24-48 hours after the purchase went cold.
What do I do if the customer replies that they already paid but the system doesn't reflect it?+
Apologize and say you'll check. Don't argue or insist on payment. Review the order status and, if necessary, wait for the gateway confirmation. If the payment doesn't show up, offer help to resolve it, but without accusing the customer.
What do I do if the customer doesn't respond to the first reminder?+
Don't insist with the same text. Wait for them to write back or use a marketing campaign with another template, as long as it has opt-in. One reminder per order is the rule that doesn't annoy.
How do I know if the message actually worked?+
The main metric is whether the customer paid within 24 hours of sending. Also check if they responded: a response indicates the message didn't annoy and the conversation is still alive. If they neither respond nor pay, the problem may be price, shipping, or trust, not the text.