Fifteen WhatsApp templates for delivery updates: dispatched, out for delivery, delayed, failed attempt, delivered, and the "where is my order" reply
The customer who asks "where is my order?" is not impatient; they are uninformed. One message at each stage of the parcel's journey stops the question before it is asked, and the standard reply handles the rest. Here are the fifteen messages.
Quick answer
Send one message at each stage the customer cares about: order confirmed, dispatched with tracking, out for delivery, delivered. Add a delay notice the moment you know, a failed-attempt message with what to do next, and a clear reply for wrong addresses and self-collection. Keep a standard where-is-my-order reply with the courier, tracking number and expected date, and let an agent send it from your order list.
Before you use these
The stages
Order confirmed
Order [#] confirmed: [items]. We ship within [N] working days and will message you the tracking number.
Dispatched
Order [#] has shipped with [courier]. Tracking [number]: [link]. Expected delivery [date range].
Out for delivery
Your parcel is out for delivery today with [courier]. Please keep your phone nearby; the rider may call.
Delivery window
[Courier] estimates delivery between [window] on [date]. If nobody will be home, reply and we will arrange a redelivery or collection.
Delivered
Your order [#] was delivered at [time]. If you have not received it, check with household members or the guardhouse, then message us and we will investigate.
Problems
Delay
Your order [#] is delayed because [reason]. New expected delivery: [date]. Sorry about this; tell me if you need it by a specific day and we will see what we can do.
Failed attempt
[Courier] tried to deliver order [#] today but nobody was available. They will try again on [date], or you can collect from [location]. Which do you prefer?
Wrong address
Send me the correct address with postcode now. If the parcel has not left, we will update it; if it has, we will ask the courier to redirect, which may take [N] extra days.
Lost parcel
Your parcel seems to be lost in transit. We are claiming with the courier and sending a replacement today at no cost. New tracking to follow.
Damaged on arrival
Sorry. Send a photo of the item and the packaging and we will ship a replacement immediately. No need to return the damaged one.
Missing item
Apologies, [item] was missing from order [#]. We are sending it today at no cost. Tracking to follow.
Other
Where is my order (standard)
Order [#] is with [courier], tracking [number]: [link]. Current status: [status]. Expected delivery [date]. Anything else I can check?
Self-collect ready
Order [#] is ready for collection at [address], [days and hours]. Show this message and your name.
International
International orders take [N] working days and may incur import duties payable on delivery. Tracking: [link].
Signature or guardhouse
The courier may leave the parcel at the guardhouse or require a signature. Tell me now if you prefer one over the other.
Every template here can be a taught answer or an instruction line in a ReplyKit agent, so the where-is-my-order reply comes from your order list in seconds, at any hour without a person copying and pasting. The agent asks the questions in order, fills the lead card, and hands over when the template says a person should. Instructions are in how to write instructions.
Companion collections: online shop templates and out-of-stock templates. The transactional messaging rules are in order updates and delivery notifications.
Frequently asked questions
What shipping updates should I send on WhatsApp?
Order confirmed, dispatched with tracking, out for delivery, delivered, plus a delay notice the moment you know of one.
How do I reply to 'where is my order'?
Courier, tracking number and link, current status and expected date, in one message.
Is it okay to send delivery updates on WhatsApp?
Yes. They are transactional messages about an order the customer placed, which is expected service.
What do I say when a parcel is lost?
Say so, claim with the courier yourself, and send a replacement without making the customer wait for the claim.
Can an AI agent send these updates?
It can answer where-is-my-order from your order list and send stage updates when you record them.
Fewer 'where is my order' messages
Updates sent, tracking answered, at any hour. 7-day free trial.
Sources and further reading
- WhatsApp Business Messaging Policy · opt-in, opt-out and prohibited-use rules every business must follow
- Harvard Business Review, The Short Life of Online Sales Leads (Oldroyd, McElheran, Elkington, 2011) · firms that responded within an hour were about seven times more likely to qualify the lead
ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. This article is general guidance for running a small business, not legal, financial or regulatory advice.