WhatsApp template for stores: let customers know their in-store pickup is ready

If you have a clothing store, you know that in-store pickup is a key moment: the customer has already paid, but doesn't have the product in hand yet. A clear, quick WhatsApp notification saves you from wasted trips, messages asking 'Is it ready yet?' and customers who get tired of waiting. Here's a template message you can copy, adapt, and use today.

What goes in each variable

• {{1}}: the customer's name (e.g., 'Maria').
• {{2}}: your store's name (e.g., 'Moda Urbana').
• {{3}}: the order number or code (e.g., 'A-1234').
• {{4}}: the branch address where they pick up (e.g., 'Av. Corrientes 1234').
• {{5}} and {{6}}: the pickup hours (e.g., '10:00' and '18:00').

How to set it up in WhatsApp Business (and in Wando)

1. 1Open WhatsApp Business and go to 'Tools' > 'Catalog' > 'Messages' > 'Welcome messages' or create a new one.
2. 2Paste the template message and replace the variables with fixed text or labels (if you use the app, you can copy the message and fill in each customer's details).
3. 3If you use Wando, load the template in the panel and the AI will use it automatically when the context of the customer's message indicates it's appropriate. You always approve the send with one click.

Important: template type in the official API

This message is transactional (pickup notification), so in the official WhatsApp API from Meta it corresponds to the 'utility' category. That means it does not require customer opt-in to be sent, but the template does need to be approved by Meta before use. Approval usually takes up to 48 hours, so load it in advance.

When to send this message (and when not to)

This pickup-ready notification is sent at a specific moment: when the order is already prepared and the customer can come pick it up. That is the only case where it makes sense.

Send it as soon as the product is ready, not before. If you notify too early, the customer arrives and it is not ready, and you look worse than if you had not notified.

Do not use it for anything else: it is not a promotional message, not a payment reminder, and not for announcing offers. If you use it for that, Meta can reject the template and the customer perceives it as spam.

Also, do not send it if the order is on its way or if the customer has already arranged another day. In those cases, better a one-off message without a template.

Simple rule: if the order is ready and the customer doesn't know it, this message goes out. If both conditions aren't met, it doesn't go out.

What to reply when the customer says they can't come

The customer can't always come to pick up. When they reply that they can't, there's no need to improvise: you have a ready-made response.

Sample message for when the customer can't come today:

Hi {{1}}, no problem. We can hold your order {{3}} for {{2}} more business days. Would it work for you to pick it up on {{7}}? If you prefer, we can also send it by courier (the cost is on the customer). Let us know how you'd like.

• {{1}}: customer's name.
• {{2}}: number of days you'll hold the order (e.g., '5').
• {{3}}: order number.
• {{7}}: proposed alternative day (e.g., 'Thursday').

What to reply if they ask about the price or order status

Sometimes the customer replies with a question, not a confirmation. Two typical cases:

If they ask how long until it's ready:

Hi {{1}}, your order {{3}} is being prepared. We estimate it will be ready in approximately {{2}} hours. We'll message you as soon as it's ready for pickup.

If they ask how much home delivery costs:

Hi {{1}}, delivery costs {{2}} (check the rate for your area). If that works for you, we can arrange payment and send it out today. Would you like us to handle it?

• In the first case, {{2}} is the estimated time (e.g., '2').
• In the second, {{2}} is the delivery cost (e.g., '$1500').

How to know if the message worked

Sending the notification isn't enough: you need to measure whether the customer received it and whether they came to pick it up. In Wando, message statistics show you how many were sent and how many were delivered. But the key metric is another: how many customers picked up after the notification.

If you use Wando, you can check the inbox to see if the customer replied and what they said. That tells you whether the message went through properly or if there was an issue (e.g., a wrong number).

You can also do simple follow-up: if after 48 hours the customer hasn't responded or shown up, send them a short reminder: 'Hi {{1}}, we're waiting for you with your order {{3}}. Are you still interested in stopping by?'

The success indicator is not the open rate, it's the actual pickup. If the notification doesn't lead to pickups, check whether the time, address, or tone of the message is correct.

Why Meta may reject the template and how to fix it

Meta reviews each template before approving it. The most common rejection reasons for this type of notification are:

Using promotional language: if you include 'Take advantage of this offer!' or 'Check out our new arrivals', the template stops being utility and becomes promotional. Fix it by removing any references to sales or discounts.

Missing required data: if you don't include your store name, address, or order number, Meta rejects it as incomplete. Fill in all the variables.

Poorly defined variables: if a variable {{1}} is not understood or not used, Meta may return it. Define each variable in the Meta panel.

The message doesn't match the category: if you say it's a pickup notification but the text sounds like marketing, they reject it.

To fix it, go to the WhatsApp Business panel, check the exact reason for the rejection, adjust the text, and send it again. Approval takes up to 48 hours.

Formal and close variants: when to use each one

We already gave you the two variants at the beginning. The question is when to use each one.

The formal variant ('Dear {{1}}...') is for customers you don't know, who are buying for the first time, or who prefer a distant tone. It also works for premium brands or sectors like healthcare or real estate, where the tone is more serious.

The close variant ('Hi {{1}}! 👋...') is for regular customers, neighborhood stores, or young brands. It builds more trust and closeness, but be careful: if the customer doesn't know you, it might sound too informal.

Practical rule: if the purchase was online and there's no prior relationship, use the formal one. If the customer has bought from you before or has messaged you on WhatsApp, use the close one.

In Wando, you can upload both templates and choose which one to use depending on the context. The AI will suggest the one that best fits each conversation.