WhatsApp template for stores: notify about a pending deposit

Did it happen that a client left you a deposit, told you 'I'll transfer in a bit' and never showed up again? With this template message you remind them in a friendly and professional way, without chasing them. Copy it, fill in the details, and send it to them on WhatsApp.

What goes in each variable

• {{1}}: client's name (e.g., 'Maria').
• {{2}}: item or product reserved (e.g., 'the black dress').
• {{3}}: deposit amount or order detail (e.g., '$5,000' or 'order number #123').

1. 1Copy the message and replace {{1}}, {{2}}, and {{3}} with the client's details.
2. 2In WhatsApp Business, send the message from the chat inbox or from the contacts list.
3. 3If you use Wando, load this message as a template in the panel and the AI will automatically suggest it when a client has a pending deposit. You approve it with one click and that's it.

Important about the WhatsApp API

If you use the official WhatsApp API (as Wando does), this type of message is transactional (pending deposit notice) and falls under the 'utility' category. It requires a template approved by Meta, which usually takes up to 48 hours. The customer doesn't need to have opted in to receive promotions, but they must have messaged you before or have an active conversation with your business.

When to send this message (and when not to)

This message is for a specific moment: the customer has already shown purchase intent, left a deposit or promised to transfer, and a few hours or a day have passed without news. Send it when the deposit is pending, not before the customer has said they will pay.

Don't send it if the customer never messaged you or if the conversation has been cold for weeks: then the message can feel invasive and burn the contact. Also don't use it to offer discounts or promotions, because that's marketing category and needs another type of template.

If the customer has already paid or cancelled, don't send it. It seems obvious, but with a full inbox it's easy to send a reminder at the wrong time and create a bad moment. Check the conversation status before sending.

What to reply if the customer responds: three likely cases

When the customer responds, you need to be prepared. These are the three most common responses and a model for each one.

If they say they'll pay now: "Great {{1}}! I'll send you the details for the deposit of {{2}}. Once you confirm the transfer, I'll reserve it for you and we'll arrange delivery. Thanks!"

If they ask for more time: "No problem {{1}}. I'll keep it reserved for you until {{2}} at {{3}}. If you need more time, let me know and we'll figure something out. We'll stay in touch!"

If they say they're no longer interested: "Thanks for letting me know {{1}}. Don't worry, I'll free up {{2}} so it's available. If you change your mind, just write to me. Cheers!"

• Customer who confirms payment: give them the details and confirm the reservation.
• Customer who asks for more time: set a clear and friendly limit.
• Customer who cancels: free up the product and leave the door open.

How to know if the message worked

The goal isn't just for them to reply: it's for them to complete the deposit. That's why the main metric is how many customers with a pending deposit end up paying after receiving the message.

In Wando, message and campaign statistics show you how many were sent, how many were read, and how many responses you received. If the message is read but no one responds, the text may be too formal or the customer is no longer interested. If responses don't turn into payments, the problem may be in the payment process, not the message.

Also pay attention to response time: if the customer takes more than a day, they probably weren't very convinced. On the other hand, if they respond in minutes, the urgency worked.

Why Meta may reject this template

Meta reviews every template and may reject it for several reasons. The most common is that the message looks like marketing instead of utility. If you add phrases like "take advantage" or "last chance", they will mark it as a promotion.

Another reason: variables not being well defined. If {{1}} is not clearly a name or {{2}} is not explained, Meta may not understand the message. It can also reject if the text has spelling errors or if you don't include a way for the customer to cancel the communication.

To fix it, review the category, simplify the text, and make sure each variable has an example. Then resubmit it for review. If the rejection is not clear, appeal with an explanation of why it is a signal notice.

• Keep it transactional: no promotions or artificial urgency.
• Define each variable with a clear example.
• Include an option for the customer to ask you not to write to them anymore.

Formal and friendly variants: when to use each one

The formal variant is for customers you don't know well or with whom you prefer to keep distance: professionals, large purchases, or first interactions. Use it when the customer doesn't use informal address or when the product is expensive.

The friendly variant is for regular customers or informal conversations. If the customer writes to you with emojis and uses informal address, the formal one can sound cold. The friendly one maintains warmth and builds more trust to complete the purchase.

The difference is not just in tone: the formal one gives more security in high-value contexts, while the close one speeds up the decision in small purchases. Choose based on the relationship, not your preference.