WhatsApp template to notify customers their reserved product is ready

When a customer reserves an item or product from you, the most important thing is to let them know as soon as it's ready for pickup or shipping. A clear, quick message prevents them from getting tired, complaining, or buying it from another store. Here's a template you can copy and adapt.

• {{1}}: the customer's name (e.g., 'Maria').
• {{2}}: the reserved product (e.g., 'black dress size M').
• {{3}}: the store address or pickup point.
• {{4}}: the shipping area or address, if the customer requested it.

1. 1Copy the message and replace the variables {{1}}, {{2}}, {{3}}, and {{4}} with the customer's and product's details.
2. 2In WhatsApp Business, save it as a template (or as a quick reply) so you can use it with one tap when you need to notify about a reservation.
3. 3If you use Wando, load this template into the panel and the AI will automatically suggest it when a customer message matches the 'reserved product' case. You approve it with one click before sending.

When to send this message (and when not to)

This message is sent when the reserved product is already available for pickup or shipping. The ideal moment is as soon as you have it in the store: the customer is waiting for it, and a quick notice keeps them from wondering whether you still have the reservation.

Do not send it before you have the product in hand. If you send it and there is a delay later, you lose trust. Also, do not use it for anything else: it is not for following up on a pending reservation, nor for offering similar products, nor for asking for feedback. For those cases, you need a different template.

If the customer wrote to you first asking about their reservation, reply directly in the conversation, not with this template. The template is for you to reach out first, when the product is already available.

What to reply if the customer responds (3 likely cases)

When the customer receives the notice, they may respond in several ways. Here are the three most common ones and a sample message for each.

If they say they will come to pick it up: 'Great, {{1}}! We will be waiting for you at {{2}}. If you run into any issues, let us know and we will hold it until the end of the day.'

If they ask for shipping: 'Sure, {{1}}. Send us your full address here and we will share the shipping cost (or coordinate payment if applicable). As soon as we dispatch it, we will send you the tracking info.'

If they ask whether they can pay at the store: 'Yes, {{1}}, you can pay in cash, by bank transfer, or with a card when you come to pick it up. If you want, we will keep it reserved for you until {{2}}.'

How to know if the message worked

The goal of this message is simple: for the customer to pick up or receive the product. The clearest sign that it worked is that the customer confirms by chat that they will come by or requests shipping. If they don't respond, don't assume they saw it.

In the official WhatsApp API, you can see if the message was delivered (a single checkmark) and if it was read (blue double checkmark). If 24 hours have passed and it hasn't been read, the customer is probably not active on WhatsApp or has changed their number. In that case, try a call or a reminder the next day.

Also look at behavior: if the customer comes to pick up within 48 hours, the template worked. If not, check whether the notice time was appropriate (better during business hours) or if the message had all the necessary information.

Why Meta may reject this template and how to fix it

Meta reviews each template before approving it. If it rejects it, it's usually for one of these reasons: the message includes promotions or discounts (that makes it marketing), it has spelling or formatting errors, or the customer's opt-in is missing.

If it was rejected for promotional content, remove any offer or call to buy more. This message is only to notify about an already-made reservation. If you want to offer something extra, use a marketing category template.

If the rejection is for formatting, check that the variables {{1}}, {{2}}, etc. are properly marked and that the text doesn't have weird line breaks. Correct and resubmit. Approval can take up to 48 hours, so don't leave it until the last minute.

And most importantly: the customer must have accepted receiving messages from you. Without that opt-in, even if the template is approved, you cannot use it.

Variants by customer type

The base template works for most cases, but sometimes it is better to adjust the tone.

Use the formal variant (the one on the page) when the customer is from a more traditional segment, such as a reservation for an expensive product or in sectors like health or real estate. Also if the customer addresses you as 'usted' in the conversation.

Use the casual variant (the one on the page) when the customer already has trust with your business, such as a regular customer or one who writes to you with emojis. In clothing or accessory stores, the casual tone usually works better.

If you do not know which tone to use, look at how the customer writes to you: if they use 'vos' and emojis, go with the casual one; if they use 'usted' and are more dry, go formal. Either way, the base is always clear and direct.