KYC Collection WhatsApp Template for Ecommerce

Personalise it so it reads 1:1, not a blast

The template earns trust by being specific. Use {{1}} for the customer's first name and {{2}} for the exact account or service that triggered verification (for example 'Seller Wallet' or 'Business account'), and spell out in {{3}} precisely which documents you need — 'PAN and a cancelled cheque', not a vague 'your KYC documents'. Vague asks stall; a clear, named request gets completed. Keep the secure link behind the button rather than pasting a raw URL in the body, and never ask customers to type sensitive numbers back into the chat — always route them to a hosted, encrypted upload page. The more the message reflects the customer's actual context, the less it feels like a scam and the faster they act.

Getting it approved as Utility

Submit this template under the Utility category because it is transactional and tied to an action the customer initiated. The single most common reason KYC templates get rejected is drifting into promotional language — so keep it strictly informational. Do not add discount codes, 'shop now' nudges, or any marketing angle, or Meta will reclassify it as marketing and likely reject it. Provide realistic sample values for every variable at submission time (reviewers test with them), keep the body clear and free of ALL-CAPS or excessive emojis, and make sure the button label matches the action. Approval for a clean utility template is usually quick — often within a day — after which you can send it instantly.

• Category: Utility (transactional, action-triggered)
• No promotions, coupons or upsells in the body
• Fill in sample values for {{1}}, {{2}}, {{3}} on submission
• Button label must describe the action (e.g. Complete KYC)
• Route document upload to a secure hosted page, not the chat

What it costs to send

Since Meta moved off per-conversation billing on 1 July 2025, WhatsApp charges per delivered message by category. This template is a utility message, so each delivered send bills at the utility rate on Meta's live India rate card, plus InfiQ's transparent ₹ platform pricing (ex-GST). Utility is one of the cheaper categories, and replies a customer sends you inside the 24-hour service window are free — that window is a free service window, not a billing unit. Because completed KYC unlocks the transaction, refund or account the customer already wants, the send typically pays for itself many times over in reduced drop-off and fewer support tickets. Use the cost calculator to slide your monthly volume and see the ₹ figure for your business.

Variations you can copy

Start with the standard utility version below, then adapt it to your journey. A shorter build trims to name plus a single document ask for quick, low-friction sends. A re-KYC variant swaps the wording to flag expiring or outdated documents. And because most Indian ecommerce audiences respond best in their own language, you can create a Hindi or regional-language version of the same template — submitted separately for approval — so verification instructions land in the language your customer actually reads.

• Shorter: name + one document, single button
• Re-KYC: prompt to refresh expiring documents
• Regional: Hindi or your customers' local language