WhatsApp template for food service: pending payment link

If you own a pizzeria or any food business, you know that the moment of payment is critical. Sometimes the customer places the order, gives you their contact, and... forgets. The payment link sits there, unused. With this WhatsApp template, you can remind them in a friendly way without sounding pushy.

• {{1}}: customer's name (e.g., "John")
• {{2}}: order number or details (e.g., "#1234" or "two Neapolitan pizzas")
• {{3}}: your business name (e.g., "Don Carlos Pizzeria")
• {{4}}: payment link (e.g., the Mercado Pago link or your gateway)

1. 1Copy the template message and replace the variables {{1}}, {{2}}, {{3}}, and {{4}} with the actual data.
2. 2In WhatsApp Business, go to Tools > Template Library > Create Template and paste the text with the variables as is.
3. 3Submit the template to Meta for approval (utility category, because it's a payment reminder). Approval can take up to 48 hours.
4. 4Once approved, use it from the app or from Wando: upload it to the panel and the AI will automatically suggest it when it detects an order with a pending payment.

Note: This type of message is transactional (payment notification), so in the official WhatsApp API it falls under the utility category. That means you need a template approved by Meta (takes up to 48 hours). It's not a promotional message, so don't apply discounts or promos there.

With Wando, you don't need to copy and paste manually every time: you upload this template to the panel and the AI suggests it when appropriate. You approve it with one click and that's it. That way, no pending payment slips through, even during rush hour.

When to send this message (and when not to)

This message is for a specific case: the customer has already placed an order, you've already sent them the payment link, and a few hours have passed without them paying. That's when it makes sense to send a friendly reminder.

Send it within 24 to 48 hours after sending the link. If more than a week has passed, it's better to call or send a more personalized message, because a generic reminder can come across as cold.

Don't send it if the customer has already paid (you risk an annoyed response), if they've explicitly asked you not to write to them again, or if the link has already expired and you need to generate a new one. In that case, adjust the {{4}} variable and only then send the template.

Also, don't use it to promote anything. Meta approves it as utility, but if you add a discount or a promo, they'll reject it and you'll waste time.

What to reply if the customer says: 'I already paid'

This is the most common response. The customer paid but didn't notify you, or they paid right after the reminder. Don't make them feel bad.

Model message: "Thanks {{1}}! We can already see it reflected, we'll confirm it here. If you need anything, write to us. Enjoy your meal!"

If the payment doesn't show up in your system, don't call them a liar. Instead: "Thanks {{1}}! Sometimes it takes a little while to be credited. If we don't see it within an hour, we'll write to you. Is everything okay with the order?"

In Wando, if you have the suggestions tray, the AI can propose a similar response. You approve it with one click and that's it.

What to answer if they say: 'I didn't get the link'

The link can fail due to a typo in the number, a gateway issue, or a spam filter. Regardless of the cause: resend the link and show good vibes.

Model message: "Oops {{1}}! I'll resend it here: {{4}}. If you don't get it, check spam or write to us and we'll send it another way. Does that work for you?"

If the link expired, don't use the old template. Generate a new one and update the {{4}} variable before sending.

After resending, check if the customer opens it. If not, try a more direct message through another channel, like a call.

What to answer if they say: 'I don't have money right now'

Here there's no template that saves the day: the customer can't pay today. What you can do is keep the door open.

Sample message: "No worries {{1}}, no problem. Would you like me to reserve your order for tomorrow? I'll send you the link again when you can. Thanks for letting me know!"

If your business allows cash payment upon pickup, you can offer that. But be careful: don't promise it if it's not your policy.

The important thing is not to pressure. A customer who doesn't pay today may come back next week. The template is to remind, not to chase.

How to know if the message worked

The clearest indicator: the customer pays. But that doesn't always happen right away. Check the stats in your WhatsApp inbox or your payment gateway to see how many pending orders were resolved after the reminder.

In Wando, you can view message and campaign statistics: how many were sent, how many were opened, and how many got a response. That tells you if the text resonates or if you need to adjust it.

If the customer replies "I already paid" but you don't see the payment, follow up on the case manually. If they reply with an excuse, note the reason: it helps you improve your collection process.

Don't just look at delivery. A delivered message doesn't mean payment. The metric that matters is conversion from pending to paid.

Why Meta may reject this template and how to fix it

Meta rejects templates that seem promotional, have suspicious links, or don't make the purpose clear. This text is utility, but if you add a discount or a phrase like "Take advantage!", it will most likely be bounced.

Another common reason: poorly defined variables. If {{4}} is not a clear link or if the text doesn't indicate what each variable is, Meta may not understand the template.

To fix it, go to the WhatsApp Business template panel, look at the rejection reason, and adjust the text. Remove any promotional words, make sure the link is from a known gateway (like Mercado Pago), and resubmit it.

Approval can take up to 48 hours. If it's rejected twice, try a simpler and more direct text.