WhatsApp template to reactivate customers in your ecommerce

Do you have customers who bought once and never came back? It happens often. With a well-crafted WhatsApp template, you can reactivate them without falling into spam. Here's a message you can copy, adapt, and start using today.

• {{1}}: customer's name (e.g., Maria).
• {{2}}: your store's name (e.g., Tienda Lola).
• {{3}}: reason for the discount (e.g., your birthday, end of season, etc.).
• {{4}}: discount percentage or amount (e.g., 15%).

1. 1Copy the message and replace the variables with your customer's actual data.
2. 2In WhatsApp Business, use the templates option to save and send it. Note: if it's promotional, Meta must approve it (marketing category) and the customer must have given their opt-in.
3. 3If you use Wando, you load the template in the panel and the AI will use it on its own when it detects it's appropriate, always with your prior approval.

When to send this message (and when not to)

Timing is everything. This message works if the customer has already bought at least once and between 30 and 60 days have passed without activity. That's the sweet spot: they still remember you, but they're about to forget you.

Don't send it if the customer bought less than two weeks ago: you'll seem eager and the discount loses value. Also, don't send it at odd hours: Monday to Friday between 10:00 and 18:00 is ideal. Avoid Sundays and holidays, unless your business is food service or something urgent.

And watch out: if the customer already received a promo from you in the last 30 days, don't stack them. Wait. Spam kills conversion and can cost you the opt-in.

What to reply when the customer says "yes"

When the customer replies yes, you need to be quick and direct. Don't make them wait for the payment link: every minute that passes, they cool off.

Reply template:

Great {{1}}! 🎉 Here's your payment link: {{2}}. You have until {{3}} to use it. Anything you need, just message me here.

• {{1}}: customer's name.
• {{2}}: direct payment link (ideally with the discount already applied).
• {{3}}: promo deadline.

What to reply when the customer says “no” or “I don't have money”

A “no” is not a rejection of your brand, it is a rejection of the moment. Don't insist on the discount: offer something of value without pressure.

Response template:

Thank you for replying, {{1}}! I totally understand you. If you want, I'll let you know when we have offers or new products that might be useful for you. Does that sound good?

• This way you keep the door open and add another reason to write to them later without being pushy.

What to reply when the customer asks “where did you get my number?”

This is the most delicate response. Here goes honesty: if the customer gave their number when purchasing, you have the right to write to them about your business matters. But if they did not give opt-in for promos, you are taking a risk.

Response template:

Hello {{1}}, we're writing to you because you're a customer of {{2}} and we want to offer you an exclusive benefit. If you'd rather not receive more messages, let me know and I won't bother you again.

• If they ask you not to write to them anymore, respect that. Note it in your CRM or in Wando that they don't want to receive promos and don't send them anything else.

How to know if the message worked

It's not just about selling. Measure three things:

Response rate: how many replied something. If it's lower than 15%, the message or the discount isn't engaging.

Conversion rate: of those who replied, how many made a purchase. If it's lower than 30%, the problem is the payment link or the discount.

Opt-out rate: if more than 5% ask you not to write to them, you're spamming. Review the list and the message.

• With Wando, you can see these metrics in the statistics panel, without doing manual calculations.

Why Meta may reject your template (and how to fix it)

Meta is strict with marketing templates. The most common rejection reasons are:

Lack of opt-in: if the customer did not agree to receive promotions, the template is not approved or sending is blocked. Solution: add an opt-in checkbox at checkout.

Misleading content: if you promise a discount that is not real, or do not clarify conditions, Meta rejects it. Solution: be clear and specific.

Incorrect format: if you use too many emojis, capitals, or excessive signs, the template may be rejected. Solution: keep the text clean and professional.

If you are rejected, read the reason in the Meta panel and fix that specific issue. Do not resend it as is, because you could be penalized.

When to send this message (and when not to)

Timing is everything. This message works if the customer has already purchased at least once and between 30 and 60 days have passed without activity. That is the sweet spot: they still remember you, but they are about to forget you.

Don't send it if the customer bought from you less than two weeks ago: you'll seem anxious and the discount loses value. Also don't send it at odd times: Monday to Friday between 10:00 and 18:00 is ideal. Avoid Sundays and holidays, unless your field is gastronomy or something urgent.

And watch out: if the customer already received a promo from you in the last 30 days, don't stack them. Wait. Spam kills conversion and can cost you the opt-in.

What to reply when the customer says "yes"

When the customer replies yes, you need to be quick and direct. Don't make them wait for the payment link: every minute that passes, it cools down.

Response template:

Great {{1}}! 🎉 I'll send you the payment link: {{2}}. You have until {{3}} to use it. Anything else, write me here.

• {{1}}: customer's name.
• {{2}}: direct payment link (ideally with the discount already applied).
• {{3}}: promo deadline.

What to reply when the customer says "no" or "I don't have money"

A "no" is not a rejection of your brand, it's a rejection of the moment. Don't insist on the discount: offer something of value without pressure.

Response template:

Thanks for replying, {{1}}! I totally get it. If you'd like, I can let you know when we have offers or new products that might be useful for you. Does that work?

• This way you keep the door open and add another reason to reach out later without being pushy.

What to reply when the customer asks "where did you get my number?"

This is the most delicate response. Here's the honest truth: if the customer gave their number when purchasing, you have the right to contact them about your business topics. But if they didn't give opt-in for promos, you're taking a risk.

Response template:

Hi {{1}}, we're reaching out because you're a customer of {{2}} and we want to offer you an exclusive benefit. If you prefer not to receive more messages, just let me know and I won't bother you again.

• If they ask you not to write to them anymore, respect that. Note in your CRM or in Wando that they don't want to receive promos and don't send them anything else.

How to know if the message worked

It's not just about selling. Measure three things:

Response rate: how many replied something. If it's below 15%, the message or the discount isn't engaging.

Conversion rate: of those who replied, how many made a purchase. If it's below 30%, the problem is the payment link or the discount.

Opt-out rate: if more than 5% ask you not to write to them, you're spamming. Review the list and the message.

• With Wando, you can see these metrics in the statistics panel, without doing manual calculations.

Why Meta may reject your template (and how to fix it)

Meta is strict with marketing templates. The most common rejection reasons are:

Lack of opt-in: if the customer did not agree to receive promotions, the template is not approved or sending is blocked. Solution: add an opt-in checkbox at checkout.

Misleading content: if you promise a discount that is not real, or you do not clarify conditions, Meta rejects it. Solution: be clear and specific.

Incorrect format: if you use too many emojis, uppercase letters, or excessive punctuation, the template may be rejected. Solution: keep the text clean and professional.

If they reject you, read the reason in the Meta panel and fix that specific issue. Do not resend anyway, because you may be penalized.