WhatsApp Template for Ecommerce: Pending Payment

Has it happened that a client ordered something from you, said 'I'll transfer you,' and then nothing came of it? With this WhatsApp template for ecommerce, you'll be able to remind them of the pending payment clearly and professionally, without falling into spam or uncomfortable insistence. The best part: if you use Wando, the AI will use it automatically when it detects it's appropriate, and you just approve it with one click.

• {{1}}: customer's name (e.g., 'Maria')
• {{2}}: order number or detail (e.g., 'order #1234' or 'the blue jeans size M')
• {{3}}: exact amount (e.g., '$18,500')
• {{4}}: payment method you offer (e.g., 'Mercado Pago or bank transfer')

1. 1Copy the template message and replace the variables {{1}}, {{2}}, {{3}}, and {{4}} with each customer's data.
2. 2In WhatsApp Business, go to Message tools > Message templates and create a new template with that text (utility category, because it's a payment reminder).
3. 3Wait for Meta's approval (usually takes up to 48 hours).
4. 4If you use Wando, upload it to the panel and the AI will automatically suggest it when the context is a pending payment. You approve it with one click and that's it.

When to send this message (and when not to)

The template works if the customer already bought from you but hasn't paid. The right moment is between 24 and 48 hours after they confirmed the order, or when the payment link you sent them expires. If more than 3 days have passed without a response, it's better not to insist with the same text; at that point it's already spam.

Don't use it for customers who never contacted you or to offer discounts: that's marketing and needs another template category. Also don't send it if the customer already told you they'll pay on a specific date: wait for that date and only then remind them. And never use it twice for the same order without the customer responding, or they'll report you as spam.

How to respond to the three most likely replies

The customer can reply in three typical ways. Prepare your response before sending the template, so you don't improvise.

If they say 'I'll transfer you now' or 'I'll pay now': 'Great {{1}}! I'll wait for you. If you need the payment link again, I'll send it right away.'

If they say they had a problem with the payment: 'No worries {{1}}, we'll help you. What error did it show? Try {{4}} again, or I'll send you an alternative link.'

If they say they're not interested or want to cancel: 'No problem {{1}}, we'll cancel it. If you ever want to pick it up again, let me know and I'll have it ready for you.'

How to know if the message worked

Success is not just getting paid: it's the customer responding to you. If they reply, the template worked as a gateway. If they say nothing within 24 hours, don't send it again; wait for the payment link to expire and try another strategy, such as a phone call.

In Wando, you can see in the statistics how many templates were sent and how many responses you received. If the response rate is low (less than 30%), try changing the tone or the sending time. Also check whether the customer opened the chat or not: that gives you a clue as to whether they are reading you.

Why Meta may reject your template and how to fix it

Meta rejects templates for three common reasons: lack of variables, misleading content, or incorrect category. If your template doesn't have variables ({{1}}, {{2}}, etc.), Meta won't approve it because it's not personalized. If the text promises something you can't deliver, like 'payment in 5 minutes', they'll also reject it. And if you categorize it as marketing instead of utility, they'll reject it.

To fix it, check that all variables are properly marked and that the message is clear. If it was rejected, Meta tells you the reason; fix that and resubmit it. Don't modify it without knowing what happened, because you'll send it for review again and waste time.

Formal and familiar variants: when to use each

The formal variant is for customers you don't know well, such as a first purchase or a corporate order. Use it when the amount is high or when the customer addressed you formally. The familiar variant is for regular customers, those who address you informally or with whom you already have a rapport.

The rule is simple: if the customer addresses you informally, respond informally. If they address you formally, use the formal variant. If you're unsure, start with the formal one and see how they respond. The familiar variant works better with customers who have already bought from you several times, but don't use it with strangers or they'll see you as unprofessional.

When to send this message and when not to

The right time is between 24 and 48 hours after the customer confirmed the order, or when the payment link you sent them expires. If more than 3 days have passed without a response, it's better not to insist with the same text: at that point it's already spam.

Don't use it for customers who never contacted you, nor to offer discounts: that's marketing and needs another template category. Don't send it either if the customer already told you they'll pay on a specific date: wait for that date and only then remind them. And never use it twice for the same order without the customer responding, or they'll report you as spam.

How to respond to the three most likely replies

The customer can reply in three typical ways. Prepare your response before sending the template, so you don't improvise.

If they say 'I'll transfer you now' or 'I'll pay now': 'Great {{1}}! I'll wait for you. If you need the payment link again, I'll send it to you in a sec.'

If they say they had a problem with the payment: 'No worries {{1}}, we'll help you. What error did it show? Try {{4}} again, or I'll send you an alternative link.'

If they say they're not interested or they're canceling: 'No problem {{1}}, we'll cancel it. If you ever want to pick it up again, let me know and I'll have it ready for you.'

How to know if the message worked

Success is not just about getting paid: it's about the customer responding to you. If they reply, the template worked as a gateway. If they don't say anything within 24 hours, don't send it again; wait for the payment link to expire and try another strategy, like a phone call.

In Wando, you can see in the statistics how many templates were sent and how many responses you received. If the response rate is low (less than 30%), try changing the tone or the time of sending. Also check whether the customer opened the chat or not: that gives you a clue as to whether they are reading you.

Why Meta may reject your template and how to fix it

Meta rejects templates for three common reasons: lack of variables, misleading content, or incorrect category. If your template has no variables ({{1}}, {{2}}, etc.), Meta won't approve it because it isn't personalized. If the text promises something you can't deliver, like 'payment in 5 minutes', it will also be rejected. And if you categorize it as marketing instead of utility, they will reject it.

To fix it, check that all variables are properly marked and that the message is clear. If it was rejected, Meta tells you the reason; correct that and resubmit it. Don't modify it without knowing what happened, because you'll send it for review again and waste time.

Formal and casual variants: when to use each one

The formal variant is for customers you don't know well, like a first purchase or a corporate order. Use it when the amount is high or when the customer addressed you formally. The casual variant is for regular customers, those who address you informally or with whom you already have a close relationship.

The rule is simple: if the customer speaks to you informally, respond informally. If they speak to you formally, use the formal form. If you don't know, start with the formal form and see how they respond. The informal approach works better with customers who have already bought from you several times, but don't use it with strangers or they'll see you as unprofessional.