WhatsApp template for stores: let customers know their order has arrived

When a customer places an order, the anxiety is real: they want to know if it arrived, when they can pick it up, or if it will be shipped. If you don't notify them quickly, they might message you a thousand times or, worse, get tired and go to another store. With this WhatsApp template, you notify them right away, clearly and professionally, without having to think about what to say every time.

What goes in each variable

• {{1}}: the customer's name (e.g., 'Maria', 'Jorge').
• {{2}}: the order or order number (e.g., 'the black dress size M', 'order #1234').
• {{3}}: the store address or pickup point (e.g., 'Av. Corrientes 1234').
• {{4}}: the pickup hours (e.g., '10:00 to 18:00', 'Monday to Saturday from 9:00 to 20:00').

How to load this template

1. 1Copy the message and adjust the variables according to your business.
2. 2In WhatsApp Business, go to Tools > Message templates and create a new one with this text (replace the variables with fields you fill in when sending).
3. 3If you use Wando, load it in the template panel and the AI will use it automatically when appropriate, always with your approval before sending.

Message variations

This type of message is transactional (order notification), so it falls under the 'utility' category in the official WhatsApp API. That means you don't need special marketing permission, but you do need a template approved by Meta. Approval usually takes up to 48 hours, so submit it in advance.

When to send this message (and when not to)

This message is to notify that an order is ready. Send it as soon as the order arrives at your location, ideally on the same day. If the customer requested pickup, notify them during hours they can actually come by, not at 11 at night. If the order is for delivery, use the 'reply to this message' part to coordinate.

Don't send it if the order hasn't arrived yet: it creates expectation and then the customer writes to you complaining. Also, don't use it for promotions or surveys; that's the marketing category and requires a different type of template. And if the customer hasn't provided their number or hasn't placed an order, don't write to them: it's spam and could cost you a complaint or a number block.

• Send it when the order is physically at your location.
• Notify during business hours, not at 2 AM.
• Don't use it to sell something else.

What to reply if the customer responds

When the customer receives the notice, they will most likely respond with one of these three things. Have a response ready for each one.

If they ask about shipping: 'Hello {{1}}, good day! Shipping to {{2}} costs {{3}} and takes {{4}} business days. Should I send it to you?'. Replace {{1}} with the name, {{2}} with their address, {{3}} with the cost (if it varies, tell them 'I'll confirm it here') and {{4}} with the timeframe.

If they ask about pickup hours: 'Hello {{1}}, we'll be waiting for you from {{2}} to {{3}} at {{4}}. If that doesn't work for you, let me know and we'll arrange another time.'

If they ask about the order status (for example, if something is missing): 'Hello {{1}}, let me check and I'll confirm in a moment. Is your order {{2}}?'

How to know if the message worked

The message works if the customer comes to pick up, coordinates shipping, or responds with something that moves the sale forward. Don't rely only on the 'read' receipt: some customers read and don't reply, but they still stop by the store.

In Wando, message statistics show you how many were delivered and how many responses you received. If a high percentage doesn't respond, check whether the pickup time is clear or if the message arrived at the right time. You can also add a simple 'Did you get it okay?' to the message to measure the reaction.

• Count how many customers respond 'ok' or 'thanks'.
• See if pickups increase during the time you announced.
• If no one responds, try changing the time or the tone.

Why Meta may reject the template and how to fix it

Meta rejects templates that sound like spam, promise something that is not fulfilled, or do not make the purpose clear. For example, if you put 'Take advantage of this offer!' in a notification message, the category does not match and it gets rejected. Also, if the text has spelling errors or poorly defined variables.

To fix it, check that the message is clear and transactional, without promotions. Make sure that the variables ({{1}}, {{2}}, etc.) are well explained in the template description. If it is rejected for 'low quality', simplify the text and resubmit it. Approval takes up to 48 hours, so have a backup version.

Formal variant and casual variant: when to use each one

The formal variant ('Dear {{1}}...') is for customers you do not know, B2B businesses, or sectors like real estate or health. Use it if the customer addresses you as 'usted' or if it is their first purchase.

The casual variant ('Hi {{1}}! 🙌...') is for regular customers, clothing stores, beauty salons, or restaurants. If the customer uses informal 'tú' in the chat, go with the casual one. If you are not sure, start formal and then adjust to the tone they use back.

When to send this message (and when not)

Timing matters as much as the text. Send it as soon as the order is physically at your location and ready for pickup or delivery, ideally during business hours. If the customer requested pickup, notify them at a time when they can actually come, not at 11 at night. If the order is for delivery, use the 'reply to this message' part to coordinate shipping and cost.

Don't send it if the order hasn't arrived yet or if it's not packaged: it creates expectation and then the customer writes to you complaining. Don't use it for promotions, surveys, or generic greetings either; that's marketing category and needs a different type of template with prior permission. And if the customer didn't place an order or didn't leave you their number, don't write to them. That's spam and can cost you a complaint or a number block.

• Send it when the order is physically at your location.
• Notify during business hours, not at 2 AM.
• Don't use it to sell something else.

What to reply if the customer asks about shipping

When the customer receives the notice, they'll most likely respond with one of these three things: ask about shipping, ask about pickup hours, or ask about order status. Have a response ready for each one.

If they ask about shipping: 'Hi {{1}}, good day! Shipping to {{2}} costs {{3}} and takes {{4}} business days. Should I send it?'. Replace {{1}} with the name, {{2}} with their address, {{3}} with the cost (if it's variable, tell them 'I'll confirm it here') and {{4}} with the timeframe.

What to reply if the customer asks about hours or status

If they ask about pickup hours: 'Hi {{1}}, we're waiting for you from {{2}} to {{3}} at {{4}}. If that doesn't work for you, let me know and we'll coordinate another time.'

If they ask about order status (for example, if something is missing or if they can change the size): 'Hi {{1}}, let me check and I'll confirm in a moment. Is your order {{2}}?'

How to know if the message worked

The message works if the customer comes to pick up, coordinates delivery, or responds with something that moves the sale forward. Don't rely only on the 'seen' receipt: some customers read and don't reply, but they still stop by the store.

In Wando, message statistics show you how many were delivered and how many replies you received. If a high percentage doesn't respond, check if the pickup time is clear or if the message arrived at the right time. You can also add a simple 'Did you get it?' to the message to gauge reaction.

• Count how many customers reply 'ok' or 'thanks'.
• See if pickups increase during the time you announced.
• If no one responds, try changing the time or the tone.

Why Meta may reject the template and how to fix it

Meta rejects templates that sound like spam, promise something that isn't fulfilled, or don't make the purpose clear. For example, if you put 'Take advantage of this offer!' in a notification message, the category doesn't match and it gets rejected. Also if the text has spelling errors or poorly defined variables.

To fix it, make sure the message is clear and transactional, without promotions. Ensure that the variables ({{1}}, {{2}}, etc.) are well explained in the template description. If it's rejected for 'low quality', simplify the text and resubmit it. Approval takes up to 48 hours, so have a backup version.

Formal variant and casual variant: when to use each

The formal variant ('Estimado/a {{1}}...') is for customers you don't know, B2B businesses, or sectors like real estate or healthcare. Use it if the customer addresses you as 'usted' or if it's their first purchase.

The friendly variant ('¡Hola {{1}}! 🙌...') is for regular customers, clothing stores, beauty salons, or restaurants. If the customer uses 'tú' with you in the chat, go with the friendly one. If you're not sure, start formal and then adjust to the tone they use.