Order Tracking WhatsApp Templates
An order tracking message tells the customer exactly where their parcel is and gives them a live tracking link inside the chat, without making them log in to anything. Proactive tracking updates are the cheapest support you will ever buy: they remove the "where is my order?" message before the customer thinks to send it. Send on real events only — shipped, out for delivery, delivered, and exceptions.
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. Tracking link on dispatch
Your order {{order_id}} is on its way, {{name}}! 🚚 Courier: {{courier_name}} Tracking ID: {{awb_number}} Expected: {{delivery_date}} Track it live: {{tracking_link}}
Best for: The moment the courier scans the parcel in.
2. Reply-to-track (self-serve)
Hi {{name}}! Want an update on order {{order_id}}? Reply TRACK anytime and we will send you the latest status instantly — no app, no login, no waiting on hold. Or tap here for live tracking: {{tracking_link}}
Best for: Onboarding customers to self-serve tracking; cuts inbound support sharply.
3. In-transit checkpoint
Update on order {{order_id}}, {{name}} 📦 Current status: {{current_status}} Last scanned: {{last_location}} Still on track for: {{delivery_date}} Full history: {{tracking_link}}
Best for: Long-haul shipments only. Do not send this for every courier scan.
4. Exception / stuck shipment
Hi {{name}}, your order {{order_id}} has not moved since {{last_scan_date}} and we are chasing {{courier_name}} about it. 🙏 We will update you here within {{followup_hours}} hours with either a new date or a replacement. You do not need to do anything — we are on it.
Best for: Owning the problem before the customer discovers it. This message buys enormous goodwill.
5. Delivered + confirm receipt
Delivered! 🎉 Order {{order_id}} was handed over on {{delivery_date}} at {{delivery_time}}. Got it safely? Reply YES. Not received it? Reply NO and we will investigate immediately. Thank you for shopping with {{store_name}}! 🙏
Best for: Catching "marked delivered but never arrived" while the courier trail is still fresh.
What each variable means
These 12 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 |
|---|---|
{{order_id}} | Your order reference, as the customer sees it. |
{{name}} | The customer's first name. |
{{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. |
{{current_status}} | Replace with the current status for this message. |
{{last_location}} | Replace with the last location for this message. |
{{last_scan_date}} | Replace with the last scan date for this message. |
{{followup_hours}} | Replace with the followup hours for this message. |
{{delivery_time}} | Replace with the delivery time for this message. |
{{store_name}} | Your business name, exactly as it appears on your WhatsApp profile. |
Frequently asked questions
How many tracking messages should I send per order?
Three or four: dispatch with the tracking link, out for delivery, delivered, plus any genuine exception. Messaging every courier scan ("reached Bhiwandi hub") trains customers to ignore your messages, which then costs you when you send something that matters. Frequency discipline protects your open rates and your WhatsApp quality rating together.
Can customers just reply to get a tracking update?
Yes, and it is worth building. A keyword like TRACK handled by an automation replies with live courier status inside the 24-hour service window, which means the reply is free rather than a template send. It also removes the most common support ticket a small e-commerce business receives.
Related template sets
- Delivery Update WhatsApp TemplatesDelivery 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.
- 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.
- RTO Reduction WhatsApp TemplatesRTO reduction templates are the WhatsApp messages that stop a cash-on-delivery order from coming back to you unsold — address confirmation, COD verification, a prepaid nudge, and a delivery-day reminder. Return-to-origin commonly runs 25–35% on unverified COD orders in India, and every RTO costs you forward shipping, reverse shipping, and the packaging, on an order that earned nothing. These four messages attack each failure cause in turn.
- 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.
Go deeper
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