Templates · Utility
WhatsApp order update templates: confirmation to delivery
Copy-ready utility templates for every step of an online order, written to Meta's rules, with the sample values and buttons that help them get approved.
By Broadchat teamPublished 4 min read
Before you submit these templates
- Keep every order template strictly about the order: no discount codes, product suggestions or "shop again" lines, or Meta may re-categorise it as marketing.
- Use realistic samples for every variable, such as "Priya", "#48213" and "14 Oct". Samples like "test" or "abc" are a common reason for rejection.
- Put tracking and order links on your own domain or your courier's domain, never behind a link shortener.
- Name templates by purpose and version, for example order_shipped_v2, because names cannot be changed later.
- Create the Hindi or regional-language version under the same name with its own language code, and send each customer the version they chose.
Why order updates belong on WhatsApp
Order updates are the messages customers actually want: they answer "where is my order?" before it is asked, and each one is a reason for the customer to keep your chat open. On the WhatsApp Business Platform they are utility templates, the category Meta uses for updates about a transaction the customer already started. Utility templates are reviewed for being factual and specific, and Meta prices them differently from marketing messages; since 1 October 2026 utility templates are charged per delivered message even while the customer's 24-hour service window is open (India rate card effective 1 Oct 2026: ₹0.8631 marketing, ₹0.115 utility, excluding GST). See how WhatsApp API pricing works for the details.
The ten templates below cover the full life of an online order for a fictional home-decor brand, Rangoli Home. Replace the brand name, links and timelines with your own, keep the structure, and submit each one with the sample values shown.
How to use these templates
- Open CRM → WhatsApp Templates in your panel and click Create Template.
- Choose your channel, paste the template name, pick the Utility category and the language.
- Copy the header, body, footer and buttons, then add each variable with the sample value from the table.
- Submit to WhatsApp and wait for approval; most utility templates are reviewed quickly, but approval is never guaranteed.
- Use the approved template in an automation or chatbot triggered by the order status, or send it from your store system through the API.
Which events to automate first
If you are starting from zero, automate in this order: order confirmation, shipped with tracking, and the cash on delivery check. Together they answer most "where is my order" questions, and the COD confirmation reduces parcels refused at the door. Add delay notices and refund updates once the first three are running, because those are the moments when a silent brand loses a customer.
For the flow behind each message, see the WhatsApp templates guide and the message template definition.
Sources
- Template components — Meta for Developers, checked 12 October 2026
- Template fundamentals — Meta for Developers, checked 12 October 2026
- Pricing on the WhatsApp Business Platform — Meta for Developers, checked 12 October 2026
Broadchat team · Product and partner success team
The people who build and support Broadchat, the white-label WhatsApp Business API platform. We write from what we see while onboarding partners and their clients on the official WhatsApp Cloud API, and we check every article against Meta's current documentation.
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10 order updates templates
Copy the wording, then submit it from CRM → WhatsApp Templates with the sample values shown. Meta reviews every template; approval is never guaranteed.
Hi {{1}}, thank you for your order {{2}} from Rangoli Home. Order total: {{3}}. We will pack it within one working day and send your tracking link here on WhatsApp.
Reply HELP to talk to our team
- View order
Order confirmation
Utilityorder_confirmedLanguage: en
Use it when: Immediately after an order is placed and paid, so the customer has a WhatsApp record of the order.
Variables Variable Meaning Sample {{1}} Customer first name Priya {{2}} Order number #48213 {{3}} Order total with currency ₹2,349 - The URL button variable is the order id; it counts as a separate button variable, not a body variable.
Hi {{1}}, you placed a cash on delivery order {{2}} for {{3}} with Rangoli Home. Please confirm it so we can ship it today. If you did not place this order, tap Cancel order.
- Confirm order
- Cancel order
Cash on delivery confirmation
Utilitycod_order_confirmLanguage: en
Use it when: Right after a cash on delivery order, to confirm intent before shipping and reduce returned parcels.
Variables Variable Meaning Sample {{1}} Customer first name Arjun {{2}} Order number #48219 {{3}} Amount payable on delivery ₹1,180 - Connect both quick replies to a chatbot flow that updates the order status, so confirmations need no manual work.
Good news, {{1}}. Your order {{2}} has been packed and will be handed to our courier partner by {{3}}. We will share the tracking link as soon as it ships.
Order packed
Utilityorder_packedLanguage: en
Use it when: For orders that take a day or more to dispatch, so customers do not ask where their order is.
Variables Variable Meaning Sample {{1}} Customer first name Meera {{2}} Order number #48213 {{3}} Expected handover date 15 Oct Order {{1}} has shipped
Hi {{2}}, your order is on its way with {{3}}. Expected delivery: {{4}}. Use the button below to track it at any time.
- Track parcel
Shipping update with tracking
Utilityorder_shippedLanguage: en
Use it when: When the courier picks up the parcel and a tracking number exists.
Variables Variable Meaning Sample {{1}} Order number (header) #48213 {{2}} Customer first name Priya {{3}} Courier name Delhivery {{4}} Expected delivery date 17 Oct - A text header can hold only one variable, so the order number goes there and the name moves to the body.
Hi {{1}}, your Rangoli Home order {{2}} is out for delivery today. For cash on delivery, please keep {{3}} ready. Our courier partner will call before arriving.
Out for delivery
Utilityout_for_deliveryLanguage: en
Use it when: On the morning of delivery of a cash on delivery order, to cut failed delivery attempts.
Variables Variable Meaning Sample {{1}} Customer first name Arjun {{2}} Order number #48219 {{3}} Amount due on delivery ₹1,180 Hi {{1}}, our courier marked your order {{2}} as delivered on {{3}}. If anything is missing or damaged, tap Report a problem within 48 hours and we will sort it out.
- Report a problem
Delivery confirmation
Utilityorder_deliveredLanguage: en
Use it when: When the courier status changes to delivered.
Variables Variable Meaning Sample {{1}} Customer first name Meera {{2}} Order number #48213 {{3}} Delivery date 17 Oct - Do not add a review request or a coupon here; send those later as a separate marketing template to customers who opted in to offers.
Hi {{1}}, we are sorry: your order {{2}} is delayed because {{3}}. The new expected delivery date is {{4}}. You can reply here if you would like to change or cancel the order.
Delay notice
Utilityorder_delayedLanguage: en
Use it when: As soon as you know an order will miss its promised date, before the customer has to ask.
Variables Variable Meaning Sample {{1}} Customer first name Priya {{2}} Order number #48213 {{3}} Short reason heavy rain has closed the courier hub in your area {{4}} New delivery date 20 Oct - Write the reason sample as a full phrase so the reviewer can read the sentence naturally.
Hi {{1}}, your return request for order {{2}} is accepted. Our courier will collect the item on {{3}}. Please pack it in the original box with the invoice inside.
Return pickup scheduled
Utilityreturn_pickup_scheduledLanguage: en
Use it when: After a return request is approved and a pickup slot is booked.
Variables Variable Meaning Sample {{1}} Customer first name Arjun {{2}} Order number #48219 {{3}} Pickup date 21 Oct Hi {{1}}, we have processed a refund of {{2}} for order {{3}} to your original payment method. Banks usually take 5 to 7 working days to show it in your account.
Refund processed
Utilityrefund_processedLanguage: en
Use it when: When the refund is issued from your payment gateway.
Variables Variable Meaning Sample {{1}} Customer first name Meera {{2}} Refund amount ₹1,180 {{3}} Order number #48219 - State the bank timeline your payment gateway actually gives; do not promise a faster one.
नमस्ते {{1}}, रंगोली होम से आपका ऑर्डर {{2}} मिल गया है। कुल राशि: {{3}}। हम इसे एक कार्य-दिवस में पैक करके ट्रैकिंग लिंक यहीं WhatsApp पर भेज देंगे।
Order confirmation (Hindi)
Utilityorder_confirmed_hiLanguage: hi
Use it when: For customers who chose Hindi at checkout or who write to you in Hindi.
Variables Variable Meaning Sample {{1}} Customer first name प्रिया {{2}} Order number #48213 {{3}} Order total ₹2,349 - Give Hindi samples for Hindi templates; mixed-language samples can confuse the review.
Frequently asked questions
Are order update templates marketing or utility?
Utility, as long as they only report on an order the customer placed: confirmation, shipping, delivery, delays, returns and refunds. Adding offers or product suggestions makes them marketing.
Can I send these templates automatically from my store?
Yes. In Broadchat you can send an approved template from a chatbot or automation, or from your own system through the REST API, whenever an order event happens. The customer must have opted in to receive WhatsApp updates.
Why was my order template rejected?
The most common reasons are vague wording, unrealistic sample values, a variable at the very start or end of the body, and promotional lines inside a utility template. Fix the cause and resubmit.