“Where is my order?” is the most common question an online store gets. Sending the answer on WhatsApp before the customer asks cuts support chats and builds trust, and order updates are utility messages, which cost much less than marketing messages (₹0.115 vs ₹0.8631 in India from 1 October 2026).
The five updates worth sending
| When | Message | Button |
|---|---|---|
| Order placed | Order confirmation with items and total | View order |
| Shipped | Courier name and tracking number | Track order |
| Out for delivery | Delivery expected today | Talk to us |
| Delivered | Delivery confirmation | Need help? |
| 2–5 days after delivery | Feedback request | Rate us |
For cash-on-delivery orders, replace the first message with a COD confirmation. See COD to prepaid on WhatsApp.
Sample templates
Order confirmation (utility)
Hi {{1}}, thanks for your order! Order #{{2}} for {{3}} is confirmed. We’ll message you here when it ships.
Shipped (utility)
Good news, {{1}}! Your order #{{2}} has shipped with {{3}}. Tracking number: {{4}}.
Preview yours with the free template preview tool.
Keep them utility
Meta classifies a template as utility only if it relates to a specific transaction the customer made and contains no promotion. “Order shipped, plus 10% off your next order” becomes marketing. Send offers separately, and only to customers who opted in. More in utility vs marketing messages.
Ask for feedback the right way
A delivered message followed a few days later by “How did you like it?” with 1–5 quick-reply buttons gets far more responses than an email survey. Route low scores to a person straight away. See collecting reviews on WhatsApp.
Setting it up
With Hello24, order updates are triggered automatically from Shopify or WooCommerce order and fulfilment events, on every plan. Customers who reply land in your shared team inbox. Book a demo.