WhatsApp template for stores: notify your new hours

Changing your store's hours is normal: in summer you open later, in winter you close earlier, or maybe you decided to open on Sundays. But if you don't let customers know, they find out when they arrive and see the shutter down. That's money going to another store. With this message, you let them know clearly and come across as an organized business.

• {{1}}: the customer's name (or "everyone" if it's a general notice).
• {{2}}: the name of your store or business.
• {{3}}: the date from which the new hours apply.
• {{4}}: the opening time (e.g., 10:00).
• {{5}}: the closing time (e.g., 18:00).

1. 1Copy the sample message and replace {{1}}, {{2}}, etc. with your store's details.
2. 2In WhatsApp Business, go to the "Message templates" tab (or use the quick reply option) and save it for whenever you need it.
3. 3If you use Wando, upload the template in the dashboard and the AI will use it automatically when a customer asks about hours or for sending bulk notices.
4. 4Send the message to your contacts or post the notice on your WhatsApp statuses.

Message variations

When it's a good idea to send this notice (and when it isn't)

The timing is decided by the type of change, not the calendar. Send it as soon as the new schedule is confirmed, not a week before or on the same day: too early and it's forgotten, too late and it's useless. The ideal is 2 to 3 days before the change, and a reminder the day before if the change is significant (e.g., you close on Sundays).

Don't send it if the change is temporary due to a holiday or an emergency: that's what the auto-reply by schedule feature in Wando is for, which responds automatically with the updated schedule. Also, don't send it if you don't have the customer's opt-in: an unsolicited notice to someone who hasn't authorized you can lead to blocks and complaints to Meta. If in doubt, check the contacts section in Wando: there you can see who accepted receiving messages.

What to reply if the customer asks "And why did you change?"

This is the most common question after a change notice. The customer doesn't want a long explanation: they want to know if it's still worth coming. Reply briefly, with the real reason and something that reassures them.

Sample message: "Hi {{1}}, good day. We changed our schedule to serve you better: we now open earlier and the team is more productive. If it works for you, we'll be expecting you at the new time. If not, write to us and we'll coordinate."

If the reason is negative (e.g., less staff), don't hide it: "Due to organizational matters, we adjusted our schedule. We still provide the same service, just slightly more limited." Honesty cuts the debate short.

What to reply if the customer says "That time doesn't work for me"

The customer is giving you valuable information: that schedule is inconvenient for them. Don't argue with it, offer concrete alternatives.

Sample message: "Hi {{1}}, I understand. What time would work better for you? I'll note it down and see if we can adjust. Meanwhile, if you need something specific, write to us and we'll sort it out on WhatsApp."

If you can't change the schedule, offer the digital channel: "The store is open from {{4}} to {{5}}, but on WhatsApp we always reply. Leave your question and I'll help you." That way you turn a complaint into a sale or an appointment.

What to reply if the customer asks "Are you still on the same number?"

This is the most repeated question after a schedule change. The underlying fear is losing contact. Reply confidently and make it clear that the channel is still active.

Sample message: "Yes, {{1}}, we're still on this same WhatsApp. We reply here during business hours and we also take messages if you write outside that range. Don't worry!"

If you use Wando, this reply can be given automatically by the AI when it detects the question, without you having to type it. But if you prefer a person to answer, the sample message works just as well for copy and paste.

How to know if the notice worked

Success is not measured by how many opened the message, but by how many changed their behavior. Here are three things to look at:

1) Direct replies: if several customers reply "ok", "thanks", or ask something, the message got through. If nobody replies, it may be that the time change doesn't matter to them or that the message went to spam.

2) WhatsApp inquiries during the new hours: if you used to receive messages at 9 and now at 10, the notice worked. Wando shows you message statistics by hour, so you can see it in the dashboard.

3) Complaints: if someone arrives and finds the shutter down, the notice didn't get through or wasn't understood. Then check if the number is correctly loaded and if the template was approved as utility.

Why Meta may reject this template (and how to fix it)

Meta rejects templates that look like spam, that promise something false, or that lack a clear purpose. For a schedule notice, the most common reasons are:

1) You include promotions or discounts in the same message: that turns it into marketing, and if it's not approved as such, they reject it. Separate them: the schedule notice is utility, the promo goes in another template.

2) The message is too long or has links: Meta prefers short messages without URLs. If you need a link, put it in the signature, not in the body.

3) The text does not make the purpose clear: if the customer does not understand what it is about, Meta flags it as "low quality". Check that the message explicitly says "schedule change" and the date.

If it is rejected, correct the content and send it again. Approval takes up to 48 hours, so submit it in advance. Wando notifies you if a template is rejected and suggests changes.

Formal and casual variants: when to use each one

The formal one is for customers you do not know well or for industries where the interaction is distant: real estate agencies, accounting firms, clinics. Use it if your brand is serious and the customer expects that tone.

The casual one is for regular customers, neighborhood stores, beauty salons, or industries where there is already trust. If your customer uses informal language and sends emojis, the formal tone feels awkward.

The practical rule: if in doubt, use the formal one for the first notice and the casual one for the reminder. The first contact sets the tone; the second strengthens the relationship. And if the customer responds informally, switch to the casual one in the next interaction.