WhatsApp template to notify that the order is ready for pickup

How many times has it happened that the customer arrives and the order isn't ready yet, or it gets cold while waiting because nobody notified them? With this model message, you let them know right away that their food is ready for pickup, and in passing, you reduce the calls asking 'is it ready yet?'. Copy it, fill it in with your customer's details, and send it via WhatsApp Business.

• {{1}}: customer's name (e.g., 'Maria').
• {{2}}: your business name (e.g., 'Don Luigi Pizzeria').
• {{3}}: order number or product detail (e.g., 'No. 245, two margheritas and a coke').
• {{4}}: address or location reference (e.g., 'Av. Corrientes 1234').

1. 1Open WhatsApp Business and go to the 'Message templates' tab (or 'Messages' > 'Templates').
2. 2Paste the model message and replace the variables {{1}}, {{2}}, etc., with the customer's details.
3. 3Send the message from the customer's conversation or schedule it for later if you want.
4. 4If you use Wando, the AI suggests responses and you approve them with one click, so you can use this template as a base to respond faster.

This type of message is transactional (notification that an order is ready), so in the official WhatsApp API it corresponds to the 'utility' category. It doesn't require customer opt-in, but it is recommended that the number has a recent open conversation. The template can take up to 48 hours to be approved by Meta, so load it in advance.

When to send this message (and when not to)

This notice is for a specific moment: when the order is ready and the customer needs to pick it up. Send it as soon as you confirm it, not before. If you send it while it's being prepared, you create anxiety and extra calls.

Don't use it for anything else. It's not for confirming orders, promoting, or greeting. If you use it for anything other than notifying that it's ready, the customer perceives it as spam and Meta may flag the template.

Also, don't send it if the order is going to be delayed. In that case, better to send an apology message and a new estimate. Saying it's ready when it isn't is the fastest way to lose trust.

• Send it when: the order is ready and there is a pickup time.
• Don't send it if: the order isn't ready, it's for a different matter, or more than 24 hours have passed since the order without the customer picking it up.

What to reply when the customer asks 'Is it ready?'

The most common response to this notice is 'Is it ready?' or 'Can I come pick it up?'. Here's a model message to confirm without hesitation:

'Hi {{1}}, yes, your order {{3}} is ready. We'll be expecting you at {{4}}. Thanks!'

If the customer asks about closing time, add this detail: 'We close at {{5}}, so you have time to come by.'

• Short answer: 'Yes, it's ready. Come whenever you want.'
• With closing time: 'Yes, we'll wait for you until {{5}}.'
• If delayed: 'Not yet, we'll let you know as soon as it's ready. Sorry for the delay.'

What to reply when the customer says 'I can't go today'

Sometimes the customer can't pick up right away. Respond with options, not with 'okay, let me know'. Offer concrete alternatives:

'Hi {{1}}, no problem. Would you like us to keep it for tomorrow, or do you prefer we let you know if someone can deliver it? You can also send someone else to pick it up.'

If you have delivery, offer it: 'If you want, we can send it to you by delivery. Does that work for you?'

• Keep the order: 'We'll keep it for you until tomorrow at {{5}}.'
• Someone else picks it up: 'Anyone can come by, just give us the name.'
• Delivery: 'We'll send it to you, the shipping cost we'll see at the moment.'

What to reply when the customer arrives and the order is not ready

This happens. The important thing is not to make excuses, but to solve it. Respond like this:

'Hi {{1}}, sorry, there was a delay. We'll have it for you in {{5}} minutes. We'll let you know as soon as it's ready, or if you prefer, we can deliver it.'

Don't say 'it's on its way' if it's not true. Better an honest estimate and an apology. The customer values transparency more than an empty promise.

• Apology + time: 'Sorry, we'll have it for you in 10 minutes.'
• Delivery offer: 'If you want, we'll send it to you at no charge.'
• Follow-up: 'I'll confirm as soon as it's ready.'

How to know if the message worked

Success is not when the customer replies 'thank you'. It's when they pick up their order without calling. Measure it like this:

If you use WhatsApp Business, check the message statistics: how many were delivered, how many were read. If the customer reads and doesn't respond, they're probably already on their way.

Also count the calls asking 'is it ready?' before and after using the template. If they go down, it worked. If not, check if the notification arrives late or if the customer doesn't receive it.

With Wando, message and campaign statistics show you the delivery and read rate. That gives you a clear metric without guessing.

• Fewer 'is it ready?' calls: a sign that the notification arrives on time.
• Positive responses: 'ok, I'm coming' or 'thanks'.
• Frictionless pickups: the customer comes in and doesn't ask anything.

Why Meta may reject the template and how to fix it

Meta reviews templates to avoid spam. The most common rejections are due to misleading text, hidden promotions, or poorly used variables.

If the template says 'ready for pickup' but the message sounds like advertising ('Check out our promo!'), they reject it. Also if the variables are not properly labeled or if the text does not match the 'utility' category.

To fix it: use the message exactly as it is, without adding promotions. Verify that variables {{1}}, {{2}}, etc. are in order and that the text is clear. If they reject it, Meta tells you the reason; fix that and resubmit it.

Approval can take up to 48 hours, so submit it in advance. If you use Wando, the template is managed from the platform and the local support team helps you with the process.

• Cause: promotions or misleading text → solution: notification-only text.
• Cause: poorly used variables → solution: check the {{1}}, {{2}} format.
• Cause: incorrect category → solution: use 'utility' for notifications.

Formal variant and close variant: when to use each one

The formal variant is for customers you don't know well, for more serious industries (real estate, healthcare), or for first purchases. Use it when the interaction is formal and there's no prior trust.

The close variant is for regular customers, casual dining, or when there's already a relationship. The emoji and 'you' create closeness, but don't use it with a customer who doesn't know you.

If you're unsure, start formal and switch to close when the customer responds confidently. The key is to read the other person's tone.

• Formal: 'Dear {{1}}, we inform you that your order {{3}} is ready.'
• Close: 'Hi {{1}}! Your order {{3}} is ready.'