Delivery Update WhatsApp Templates
Delivery update messages tell the customer where their order is — shipped, out for delivery, delivered, or delayed — with a live tracking link in the chat. Proactive WhatsApp tracking updates cut "where is my order?" tickets by half or more, and the out-for-delivery message alone meaningfully reduces failed delivery attempts.
Meta billing category
Templates on this page are typically approved as Utility, billed at ~₹0.115 per message (India).
Transactional — tied to an order, account, or appointment the customer already has. Cheapest category. Adding promotional lines risks Meta reclassifying it as Marketing at ~7.5x the cost.
Copy-ready templates
Replace the {{placeholders}} with your platform’s variables before submitting to Meta for approval.
1. Order shipped
Good news {{name}} — your order {{order_id}} has shipped! 🚚 Courier: {{courier_name}} AWB: {{awb_number}} Expected delivery: {{delivery_date}} Track live: {{tracking_link}}
Best for: The moment the courier picks up the shipment.
2. Out for delivery
Your order {{order_id}} is out for delivery today, {{name}}! 📦 It should reach you by {{eta_time}}. Please keep your phone reachable — the delivery partner may call. Not home today? Reply RESCHEDULE and we will arrange another day.
Best for: Morning of the delivery day; reduces missed deliveries.
3. Delivered confirmation
Delivered! 🎉 Your order {{order_id}} reached you today, {{name}}. We hope you love it. If anything is not right — wrong item, damage, missing piece — reply here within 48 hours and we will fix it, no forms, no call centres. Thank you for shopping with {{store_name}}! 🙏
Best for: Within an hour of the courier marking it delivered.
4. Delay apology with new ETA
Hi {{name}}, an update on order {{order_id}} — and an apology. 🙏 Your shipment is running late due to {{delay_reason}}. The new expected delivery date is {{new_delivery_date}}. Track here: {{tracking_link}} We are sorry for the wait. If the new date does not work, reply here and we will help.
Best for: Owning the delay before the customer notices it.
5. Failed delivery — reschedule
Hi {{name}}, our delivery partner could not deliver order {{order_id}} today ({{failure_reason}}). No stress — reply with a number to reschedule: 1️⃣ Tomorrow 2️⃣ Day after 3️⃣ Change delivery address We will attempt delivery again on your chosen day.
Best for: Same evening as a failed attempt, before the courier triggers RTO.
6. Pickup ready (store pickup orders)
Hi {{name}}, your order {{order_id}} is packed and ready for pickup! 🛍️ 📍 {{store_name}}, {{store_address}} 🕒 Pickup hours: {{store_hours}} Show this message at the counter. We will hold it for {{hold_days}} days.
Best for: Click-and-collect and hyperlocal stores.
What each variable means
These 14 placeholders appear in the templates above. Map each one to the matching field in your WhatsApp platform before you submit for approval.
| Variable | What to put in it |
|---|---|
{{name}} | The customer's first name. |
{{order_id}} | Your order reference, as the customer sees it. |
{{courier_name}} | Courier partner handling the shipment. |
{{awb_number}} | Airway bill / consignment tracking number. |
{{delivery_date}} | Expected or scheduled delivery date. |
{{tracking_link}} | Live courier tracking URL. |
{{eta_time}} | Expected arrival time. |
{{store_name}} | Your business name, exactly as it appears on your WhatsApp profile. |
{{delay_reason}} | The real reason for the delay, in plain language. No jargon. |
{{new_delivery_date}} | Revised delivery date after a delay. |
{{failure_reason}} | Replace with the failure reason for this message. |
{{store_address}} | Your street address, as a customer would need it to find you. |
{{store_hours}} | Replace with the store hours for this message. |
{{hold_days}} | Replace with the hold days for this message. |
Frequently asked questions
Which delivery events should trigger a WhatsApp message?
Four events cover 95% of the value: shipped (with tracking link), out for delivery, delivered, and any exception (delay or failed attempt). Avoid messaging every courier scan — "reached Bhiwandi hub" updates train customers to ignore your messages. Quality over frequency protects both your open rates and your WhatsApp quality rating.
Are delivery updates Utility or Marketing templates?
Utility — they relate to an existing transaction, so they are approved under the Utility category at roughly ₹0.115 per message in India. Keep them purely informational; adding promotional lines ("check out our new collection!") risks Meta reclassifying the template as Marketing at ~7x the cost.
Related template sets
- Order Confirmation WhatsApp TemplatesAn order confirmation message tells the customer their order is received, what they bought, what they paid, and what happens next — sent within seconds of checkout. On WhatsApp these messages see 95%+ open rates and cut "did my order go through?" support queries dramatically. Use a Utility-category template so it costs a fraction of a marketing message.
- COD Confirmation WhatsApp TemplatesA COD confirmation message asks the customer to verify a cash-on-delivery order before you ship it — typically with a one-tap YES/NO reply. This single message is the highest-ROI automation in Indian e-commerce: verified-COD flows cut RTO (return-to-origin) losses by 20–40% by filtering out accidental and fraudulent orders before courier costs are spent.
- Customer Feedback Request WhatsApp TemplatesA feedback request asks the customer to rate their purchase or experience, right inside WhatsApp where replying takes one tap. Feedback requests on WhatsApp see 30–40% response rates versus low single digits for email surveys — and an unhappy reply lands with you privately instead of as a public one-star review.
- Repeat Order Reminder WhatsApp TemplatesA repeat-order reminder nudges customers to reorder a consumable product just before it runs out, or win back customers who have gone quiet. Acquiring a new customer costs 5–7x more than reactivating an old one, and a well-timed "time to restock?" message on WhatsApp converts at 10–20% because it arrives exactly when the need resurfaces.
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