After a buyer pays, the first thing they want is proof that the order is real. A clear order confirmation message on WhatsApp gives that proof in seconds, and each update after it saves you a "where is my order?" call.
What an order message should include
- Customer's name and order number
- What they bought and the total amount
- Payment method (paid or cash on delivery)
- Expected delivery date
- How to reach you
Keep it plain. No offers inside an order update — that keeps it a utility message and keeps customers trusting it.
1. Order placed (prepaid)
"Hi Neha, thank you for your order #1042 from Sharma Sarees. Amount paid: ₹2,450. We will ship in 2 days and share the tracking link. Reply here for any help."
2. Order placed (cash on delivery)
"Hi Rohit, we received your order #1043 for ₹1,299 (cash on delivery). Please reply YES to confirm, or NO to cancel. We ship only confirmed orders."
This one matters most. Buyers who confirm are far less likely to refuse the parcel at the door.
3. COD confirmed
"Thank you, Rohit. Order #1043 is confirmed and will be packed today. Please keep ₹1,299 ready at delivery."
4. Shipped
"Good news, Neha! Order #1042 has shipped with Delhivery. Track it here: [link]. Expected delivery: 3 October."
5. Out for delivery
"Your order #1042 is out for delivery today. Please keep your phone reachable for the delivery partner."
6. Delivered
"Order #1042 has been delivered. We hope you love it! Reply here if anything is not right."
7. Delay notice
"Hi Neha, sorry — order #1042 is delayed by a day because of heavy rain in transit. New expected date: 4 October. Thank you for your patience."
Tell buyers before they ask. An early apology keeps trust even when the parcel is late.
8. Return picked up
"We have picked up your return for order #1042. Your refund of ₹2,450 will be processed within 7 working days after we check the item."
9. Refund done
"Your refund of ₹2,450 for order #1042 has been sent to your original payment method. It may take 3–5 days to show in your account."
10. Review request
"Hi Neha, how is your new saree? If you have a minute, please leave a short review here: [link]. It really helps a small shop like ours."
Send this a few days after delivery. This one is closer to marketing, so keep it separate from the order updates.
Tips for approval and results
- Submit order updates as utility templates, with no offers or discount lines inside.
- Use variables for name, order number, amount and date.
- Keep each message under five lines.
- Send in the customer's language if you know it — Hindi versions work well for many Indian buyers.
Sending them automatically
On the official WhatsApp Business API, your store can send these templates by itself as the order moves. On our Pro plan, your store or software sends them through the API, and customer replies land in a shared inbox your team answers.
Our online stores also send order and dispatch alerts on WhatsApp. See WhatsApp Business API plans or read how COD confirmation cuts returns.
Sources: 2026 guides to WhatsApp order and ecommerce templates.
FAQs
What should an order confirmation message include?
The customer's name, order number, items, total amount, payment method, expected delivery date and a way to contact you.
How do I confirm cash-on-delivery orders on WhatsApp?
Send a message asking the buyer to reply YES to confirm or NO to cancel, and ship only confirmed orders.
Are order updates marketing or utility templates?
Order confirmations and shipping updates are utility templates, as long as they have no offers or promotions inside.
Can order messages be sent automatically?
Yes. With the WhatsApp Business API, your store or software can send approved templates as each order moves. On our platform, this is done through the API on the Pro plan.
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