WhatsApp Template for Ecommerce: Warranty Expiry Reminder

If you sell online, the warranty is that uncomfortable topic everyone wants to avoid: the customer forgets it exists, you don't want to seem pushy, and when a problem arises, no one has the record. But the warranty is also an opportunity: a timely reminder shows you care about what you sell, builds trust, and, by the way, leaves you with an open contact for future sales. The trick is to send the right message, at the right time, through the right channel. And here we give you the template to do it right.

• {{1}}: the customer's name (e.g., 'Maria').
• {{2}}: the name of your store or brand (e.g., 'Tienda Ropa Online').
• {{3}}: the product or category (e.g., 'cotton t-shirt').
• {{4}}: the purchase date (e.g., '12/05/2025').
• {{5}}: the warranty expiration date (e.g., '12/05/2026').
• {{6}}: your name or the signer's (e.g., 'Support Team').

1. 1Upload the template in WhatsApp Business: go to the 'Templates' section on the Meta platform (or in Wando, which syncs it automatically) and create a new one with the 'Utility' category.
2. 2Paste the text with the variables {{1}}, {{2}}, etc., and save it.
3. 3Submit it to Meta for approval: it can take up to 48 hours, though it's usually much faster.
4. 4Once approved, use it from your inbox: in Wando, the AI suggests it automatically when the context calls for it (e.g., if the customer asks about their warranty).

When to send it and when not to?

The ideal time is between 7 and 15 days before the warranty expires. This gives the customer time to claim without feeling rushed, and if they don't respond, you still have room for a second reminder. Don't send it on the exact expiration day: people read it late, and it creates frustration you don't want. And watch the frequency: just one, at most two (the second, two days before). If the customer hasn't responded, don't insist: you've already done your part by notifying them.

What to reply if the customer responds

The warranty reminder doesn't end when you send it: it starts there. The customer can respond with three typical things, and what you reply defines whether the experience is good or bad. Here are the three with their template message.

1. 'I didn't remember, what do I do if I have a problem?'

2. 'All good, thanks'

3. 'Can I extend the warranty?'

Message variants

How to measure if it worked

It's not just about sending and waiting. Look at these metrics: response rate (how many replied?), claim rate (how many used the warranty?), and conversion rate (how many bought something else after the reminder?). In Wando, campaign statistics show you delivered, read, and replied. If the response rate is low, try changing the send time (try mid-morning or afternoon, avoid Monday mornings) or the tone.

Mistakes that make Meta reject it or the client ignore it

• Putting promotional content in a utility template: if you mix 'warranty reminder' with 'take advantage of 20% off', Meta rejects it. Wrong category, template rejected.
• Malformed variables: if you use {{1}} but then don't fill them in when sending, the message arrives with literal '{{1}}' and the client gets confused.
• Not respecting times: sending at 3 AM is not a good idea, even if WhatsApp allows it. People will ignore it or block you.
• Being too vague: 'Your warranty is about to expire' without a date or product doesn't drive action. The client needs to know exactly what you're talking about.
• Not offering an out: if the client has no issue, tell them to do nothing. Otherwise, they'll think it's an excuse to sell them something.

Frequently asked questions

• Can I send this reminder via WhatsApp without an approved template? No, in the official WhatsApp API, any message that isn't a reply to a customer message must use an approved template. If you use the regular WhatsApp Business app (free), it doesn't apply, but you also don't have the API features.
• How long does Meta approval take? Up to 48 hours, though usually less. There's no way to speed it up, so plan ahead.
• What if the customer doesn't respond? Nothing. Don't insist. The reminder has already served its purpose. If you want, you can send a second notice two days before expiration, but no more.
• Can I use this template to sell something? No. If you want to do marketing, you need a 'Marketing' category template and the customer's opt-in. Mixing things makes Meta reject the template or penalize you.
• How do I make Wando's AI use this template on its own? When you load the template in Wando, the AI learns the context and suggests it when a customer asks about their warranty or when you need it. Still, you always approve it with a click.
• What data do I need to fill in the variables? Customer name, your store name, product, purchase date, expiration date, and your name. If you have an ecommerce with history, Wando can fill them automatically from your contacts.
• What if the customer wants to extend the warranty? You need to have a defined policy. If you don't have one, don't offer anything: just tell them to check your store's warranty page.