WhatsApp template for ecommerce: shipping address change confirmation

Has it happened that a customer writes to you at 11 at night: 'I changed my address, can you send it to another house?'? If you don't respond right away, the next day the order might already have gone out with the old address and you end up dealing with the complaint, the reshipment, and the bad mood. With a shipping address change template, you confirm the change right away, give them peace of mind, and avoid the endless back-and-forth of 'Did you receive it? Did you note it?'.

• {{1}} = Customer's name (e.g., 'Maria').
• {{2}} = Order number or internal code (e.g., 'A-1234').
• {{3}} = Street and number (e.g., 'Av. Corrientes 1234').
• {{4}} = City and postal code (e.g., 'CABA, ZIP 1043').
• {{5}} = Extra reference: floor, apartment, clarification (e.g., 'Floor 3, apt B'). If there is none, put 'no references'.
• {{6}} = Estimated shipping date or timeframe (e.g., 'within 24 hours').
• {{7}} = Tracking method (e.g., 'the Andreani link we sent you by email').

How to load this template in WhatsApp Business (and in Wando)

1. 1In WhatsApp Business: go to Messaging tools > Message templates > Create template. Choose the 'Utility' category (because it's a transactional notice, not marketing).
2. 2Paste the text with the variables {{1}}, {{2}}, etc. In the official API, variables are marked with the format {{1}}, {{2}}... and then you fill them in with the real data.
3. 3Send the template for Meta's review. Approval can take up to 48 hours, so load it in advance and don't leave it until the moment you need it.
4. 4In Wando: you upload the template from the panel (Templates section) and link it to the 'address change' intent. The AI will use it automatically when it detects that the customer asked to modify the address, and your team approves it with one click before it goes out.

When to send it (and when not to)

The ideal moment is as soon as you confirm the change in your system. If the order hasn't shipped yet, the customer stays calm and you avoid the error. If it has already shipped, don't send it: first talk to the courier or the customer to see if it can be redirected, and only then confirm via WhatsApp. Note: this template is to confirm a change you ALREADY made, not to request data. If the customer writes 'I want to change the address,' first reply with another template asking for the new address (or use the Wando inbox so the AI can suggest a response), and once you have it, use this one to confirm.

What to answer if the customer responds something different

Not all customers reply 'thank you.' Some take the chance to ask for more changes, others complain that the shipment is late, and others simply don't understand the message. Here are the three most likely responses and how to handle them.

1. 'Oh, but did it already change? Can you also change the phone number?'

Here the customer wants to modify something else. Don't send the confirmation template again: reply with a regular message (or a data update template) and then confirm the full change.

2. 'And when will it arrive? I need it to arrive before Friday'

The customer is anxious and wants certainty. If you can speed up the shipment, offer it; if not, be honest and tell them it's not up to you. Don't promise dates you can't meet.

3. 'I didn't receive the tracking link'

It can happen that the customer didn't see the email or that the link went to spam. Resend the link via WhatsApp and that's it.

How to measure if the template works

It's not enough to send it and forget about it. In Wando (and in the WhatsApp Business panel) you can see metrics for each template: how many messages were sent, how many were delivered, and how many generated a response. What matters to you is the response rate: if the customer replies 'thanks' or 'perfect', the template did its job. If they respond with questions or complaints, maybe the message wasn't clear or the customer expected something else. Also check if the address change was done without errors: if you get complaints like 'it arrived at the old address', the template isn't enough, the problem is the process.

Errors that make Meta reject the template (or that make the customer ignore it)

Meta reviews templates and rejects them if they look like spam or if they aren't clear. Common errors: using too many capital letters ('WE CONFIRM YOUR CHANGE!'), promising something you can't deliver ('it arrives tomorrow' without knowing it), or not including a way to opt out (even if it's utility, if the customer replies 'unsubscribe' you have to be able to handle it). Also avoid writing everything together without spaces or with too many emojis: the message should seem like it's from a person, not a robot. And be careful: this template is utility, so don't use it to offer discounts or promotions because Meta will reject it or mark it as marketing.

Frequently asked questions

• What happens if the customer asks for the change after the order has already shipped?
• Can I use this template to ask for the new address?
• How long does Meta's approval take?
• Do I need the customer to have given their consent to send them this template?
• Can I use variables in the template or do I have to write the message by hand?
• What do I do if Meta rejects the template?
• Can Wando help me upload this template?

Answers: 1) If it has already shipped, don't confirm the change: first talk to the courier or the customer to see if it can be redirected. 2) No, this template is to confirm a change already made. To ask for the address, use a data update template or reply via regular chat. 3) Up to 48 business hours, though it's usually less. 4) For transactional messages (utility) explicit opt-in is not required, but the customer must have started the conversation or have a prior commercial relationship. 5) Yes, variables are mandatory: you cannot send a personalized message without them. 6) Check the reason Meta gives you: it's usually due to lack of clarity, capital letters, or promises. Correct it and resubmit. 7) Yes, in Wando you upload the template and the AI uses it on its own when appropriate, always with your prior approval.