Twenty-five WhatsApp message templates for online shops: stock checks, orders, payment, shipping and the returns conversation
Online shops in this region sell through the chat: a photo, "got size M?", "how much for two?", a payment link. Then the second half of the inbox is "where is my order?". These templates handle both halves and keep the tone that made the customer message you in the first place.
Quick answer
Templates for products (availability, size and fit, colour, material, price, bundle), orders (take details, payment link, confirmation, change order), shipping (dispatched with tracking, delivery time, delay, wrong address, self-collect), after delivery (check-in, review, restock), returns (policy, start a return, exchange, refund timing, damaged item) and edge cases (wholesale, cash on delivery, out of stock). Order confirmations should list items, total, address and expected delivery.
Before you use these
Products
Availability
Yes, [product] in [variant] is in stock. RM [price]. Want me to reserve one for you?
Out of stock
[Variant] is sold out. It is back in around [date], or [alternative] is available now. Want a message when it is back?
Size and fit
[Product] fits [true to size / small / large]. Size chart: [link]. Tell me your usual size or measurements and I will suggest one.
Material and care
[Product] is [material]. Care: [instructions].
Bundle
Two [product] is RM [price], and three is RM [price] with free shipping. Which colours?
Orders and payment
Take order
Great choice. Please send: full name, delivery address with postcode, phone number, and the items with sizes and quantities. I will confirm the total.
Payment link
Total: RM [amount] including shipping. Pay here: [link], or transfer to [details] with reference [name]. Send the receipt here if you transfer.
Order confirmation
Order confirmed. [Items]. Total RM [amount]. Delivering to [address]. Expected delivery: [date range]. Order number [#].
Change order
No problem. What would you like to change? If it is not packed yet, we can update it.
Cash on delivery
We [do / do not] offer cash on delivery. [If yes: COD fee RM amount, available in areas.]
Shipping
Dispatched
Your order [#] has shipped with [courier]. Tracking: [number] at [link]. Expected delivery [date range].
Delivery time
Delivery takes [N] working days within [region] and [N] to [East Malaysia / overseas]. Orders placed before [time] ship the same day.
Delay
Your order [#] is delayed by [reason]. New expected delivery: [date]. Sorry about that; tell me if you need it by a certain day.
Wrong address
Send me the correct address now and I will update it before it ships. If it has already shipped, I will contact the courier.
Self-collect
You can collect from [address] on [days, hours]. Reply COLLECT with your order number and we will have it ready.
After delivery
Check-in
Your order should have arrived. Is everything as expected? If anything is wrong, tell me and we will sort it.
Review
Glad you like it. A quick review helps a small shop a lot: [link]. Thank you.
Restock notice
[Product, variant] you asked about is back in stock. Want me to hold one?
Returns
Policy
Returns within [days] for unworn items with tags. Exchanges are free; refunds go back to the original payment within [days]. Sale items are exchange only.
Start a return
Sorry it did not work out. Send me the order number and a photo, and I will send the return address and instructions.
Exchange
Exchange for [variant] is available. Post the original to [address] and we ship the new one once it arrives, or immediately if you prefer to pay a deposit.
Damaged
Really sorry. Send a photo of the damage and the packaging, and we will send a replacement right away at no cost.
Wholesale
We do wholesale from [minimum]. Let me get a colleague to send you the wholesale list and terms.
Every template here can be a taught answer or an instruction line in a ReplyKit agent, so stock checks and order details get answered instantly, and "where is my order" gets the tracking number 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.
The full setup is in the online shop guide, with more in out-of-stock templates and shipping update templates.
Frequently asked questions
What should a WhatsApp order confirmation include?
Items with variants, total, delivery address, expected delivery date and an order number.
How do I answer 'where is my order' on WhatsApp?
Courier, tracking number, link and expected date, in one message. An agent can pull this from your order list.
How should I handle returns on WhatsApp?
State the policy plainly, ask for the order number and a photo, and send instructions. Apologise once.
Can an AI agent take orders on WhatsApp?
Yes. A ReplyKit agent checks stock from your knowledge, collects the order details, and sends the payment link.
Can I message customers when items are restocked?
Only those who asked to be told. Keep a list and message once.
The shop that answers at midnight
Stock, orders and tracking handled in the chat. 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.