Order confirmation messages for WhatsApp: templates for shops, bakeries, florists and caterers
An order on WhatsApp passes through five moments where the customer wants a message: received, paid, ready, on the way, delivered. Skip one and you get "any update?". Here is a template for each, short enough to send from a phone between orders.
Quick answer
Send a message at each stage: order received (items, total, how to pay), payment received (what happens next and when), ready for collection (where and hours), out for delivery (window and who to expect), delivered (thanks and how to reach you if something is wrong). Each under four lines with the order number.
Five stages, five templates
Order received: Hi Aisha, thanks for your order #1042: 2 x Linen shirt (white, M), 1 x Tote (tan). Total RM 268 including delivery to Bangsar. Pay by [link] or bank transfer to [details]; we ship once payment is in. Payment received: Thanks Aisha, payment for #1042 received. Your order will be packed today and delivered Thursday or Friday. We'll message you when it's on the way. Ready for collection: Hi Aisha, order #1042 is ready. Collect from [shop], Mon to Sat 10am to 7pm, quote #1042 at the counter. We hold orders for 7 days. Out for delivery: Hi Aisha, #1042 is out for delivery today between 1pm and 5pm. The rider will call this number on arrival. Delivered: Hi Aisha, #1042 was delivered. Thank you for ordering with us. If anything is wrong, reply here and we'll sort it out. Custom order (bakery or florist): Hi Aisha, order #88 confirmed: 8-inch chocolate cake, message "Happy 40th, Raj", nut-free, collection Saturday 14 Sept, 2pm. Deposit RM 50 received; balance RM 130 at collection.
Rule for every template here: send it inside a conversation the customer started, or about something they booked or bought. Messages to people who did not contact you need consent, and on the official API need an approved template. Consent rules.
What every confirmation needs
- An order number the customer can quote.
- Items with variants, quantity, and the total including delivery.
- The next step and when, so nobody has to ask.
- How to reach you if something is wrong.
Where the agent fits
An AI agent collects the order details in conversation, confirms the items and total from your price list, and tells the customer the team will send a payment link. The order lands on the lead's card in your CRM. The team sends the payment link and the stage messages from the inbox; the delivered message is the natural place for a review ask. ReplyKit never handles card details. The workflow is in the online shop guide.
Frequently asked questions
What should an order confirmation on WhatsApp include?
Order number, items with variants and quantities, total including delivery, how to pay, and what happens next.
How many status messages should I send?
One per stage: received, paid, ready or out for delivery, delivered. Each under four lines.
Can an AI agent take orders?
It collects the details and confirms the total from your price list; the team sends the payment link. It never handles card details.
Should I include a review request?
In the delivered message, with the direct link and no incentive.
Are order updates allowed under WhatsApp's rules?
Yes. They are about a transaction the customer initiated.
Orders collected in the chat, details on the card
The agent takes the details and the team sends the link. 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.