WhatsApp order confirmation and shipping message templates

After checkout, a customer wants three things: proof the order went through, a delivery date, and a way to reach you if something's wrong. WhatsApp handles all three, if your templates get approved and stay in the right category.

Below are nine templates you can submit as they are. Variables like {{1}} are filled in for each customer.

The one rule that decides your category

Meta reviews every template and puts it in a category. Order updates belong in utility, which is cheaper than marketing. To stay there, Meta says a template must be "non-promotional, not containing any promotional or persuasive intent" and must relate to the customer's own order or account (Meta).

Meta also says order messages "should not promote, recommend, upsell, or cross-sell products." An order update with a promo in it is classed as marketing, and so is any template whose purpose is unclear.

In practice:

• No discount codes, no "you might also like", no "shop the new collection"
• Every template names a specific order
• Buttons point to tracking, the order page or support, never to a sale

Order confirmation

1. Order confirmed

Hi {{1}}, thanks for your order! Order {{2}} is confirmed: {{3}}. We'll message you here when it ships. Questions? Just reply to this message.

2. Cash on delivery confirmation

Hi {{1}}, we got your order {{2}} for {{3}}, to be paid in cash on delivery. Please reply YES to confirm and we'll ship it. Need to change anything? Reply here.

Use this one before you ship any COD order. It catches wrong addresses and impulse orders before they cost you two shipping fees. More in our COD returns guide.

Shipping and delivery

3. Shipped

Good news, {{1}}! Order {{2}} has shipped with {{3}}. Expected delivery: {{4}}. Track it here: {{5}}

4. Out for delivery

Hi {{1}}, order {{2}} is out for delivery today. Please keep your phone handy for the courier.

5. Delivered

Hi {{1}}, order {{2}} was delivered. If anything isn't right, reply here and we'll sort it out.

6. Delivery delayed

Hi {{1}}, order {{2}} is running late. The new expected delivery date is {{3}}. Sorry about the wait. Reply here if you have any questions.

Send this before the customer has to ask. A delay message with a new date gets fewer angry replies than silence.

Changes and problems

7. Address check

Hi {{1}}, we couldn't verify the delivery address for order {{2}}. Please reply with your full address, including landmark and pin or zip code.

8. Order cancelled

Hi {{1}}, order {{2}} has been cancelled as requested. {{3}}. Reply here if this was a mistake.

Use {{3}} for the refund note, for example "Your refund of $49 will reach your original payment method in 5 to 7 days."

9. Return or exchange received

Hi {{1}}, we've received the return for order {{2}}. {{3}}. Reply here if you need anything else.

Six mistakes that get templates recategorized

1. A promo code in the footer. Even "Use THANKS10 next time" makes it marketing.
2. "You might also like" product carousels in an order update.
3. Vague templates like "We have an update for you" with no order named.
4. A "Shop now" button on a shipping update.
5. Emoji-heavy hype that reads like an ad. A thank you is fine. "Don't miss out" isn't.
6. One template doing two jobs, like confirmation plus review request plus offer. Split them.

Send fewer, better messages

Every delivered utility message is billed, including ones sent while a customer is already chatting with you, since Meta's October 1, 2026 change (Meta). Most customers only need three updates: confirmed, out for delivery, delivered. Add shipped and delayed when they're useful. See what changed in WhatsApp pricing in 2026.

The part templates can't do

Templates start the conversation. Then the customer replies: "Can I change the size?", "Can you deliver Saturday instead?", "Where's my refund?" Each of those needs an answer from your live order data, ideally within minutes.

That's what Pipr does. It sends your order updates on WhatsApp and answers every reply from your Shopify store, so a "where's my order?" ends in one message instead of a support ticket. See WhatsApp order tracking in Pipr or COD confirmation.

FAQ

Is a WhatsApp order confirmation a utility or marketing message?

Utility, as long as it's about the customer's specific order and contains nothing promotional. Add a discount code or product suggestion and Meta treats it as marketing.

Do I need a template to reply to a customer on WhatsApp?

Only if you message first, or if more than 24 hours have passed since the customer's last message. Inside the 24-hour window, you can reply freely.

How many order update messages should I send?

Three covers most orders: confirmed, out for delivery and delivered. Add shipped, delayed or address check when they help. Each one is billed, so drop the ones customers don't need.