Template library
Order updates are the messages customers actually want on WhatsApp, and they read them within minutes. This library covers the full lifecycle: placed, confirmed, packed, invoiced, delayed, cancelled and refunded. Each template is written to pass Meta review as a Utility message and to answer the customer's question before they call support.
38 ready-to-edit templatesCopy the message or the Meta JSON payloadOpen any template in the playground
order_placed_basic_v1
Sent immediately after checkout to confirm the order was received and set delivery expectations.
Order {{1}} received! Thanks for shopping with {{2}}, {{3}}. Amount: Rs. {{4}} Expected delivery: {{5}} We will message you here as your order moves. Reply to this chat any time for help.
You can track your order from the button below anytime.
order_placed_summary_v1
Sent right after checkout when you want the item list in the confirmation to reduce wrong-order queries.
Thanks {{1}}, your order is in. Here is what we packed into order {{2}}: {{3}} Total paid: ₹{{4}} Delivery to: {{5}} Anything look wrong? Tap below within 2 hours and we will fix it before dispatch.
order_placed_prepaid_v1
Sent after a successful online payment to confirm both the order and the payment in one message.
Payment received, order confirmed. ✅ Order no: {{1}} Paid via {{2}}: Rs. {{3}} Estimated delivery: {{4}} Your payment reference is {{5}}. Keep it handy for any refund or support request.
order_confirmed_seller_v1
Sent when the seller accepts the order, moving it from placed to confirmed in a marketplace flow.
Good news, {{1}} — order {{2}} has been confirmed by the seller and is now being prepared. Items: {{3}} Ship by: {{4}} We will notify you the moment it is packed and handed to the courier.
order_confirmed_stock_v1
Sent after a stock check for made-to-order or low-inventory items, confirming the order will ship.
Stock check complete: everything in order {{1}} is available and reserved for you. We start packing today and expect dispatch by {{2}}. Your delivery window remains {{3}}. Questions? Just reply here.
order_confirmed_custom_v1
Sent when a customised or made-to-order item is confirmed and moves into production.
Your customisation details are locked in. 🛠️ Order {{1}} ({{2}}) has entered production at our {{3}} workshop. Crafting takes {{4}} working days, after which we ship with tracking. Need a change? Reply within 24 hours — after that, production cannot be altered.
cod_confirm_2h_v1
Sent within minutes of a cash-on-delivery order to verify intent before the order is processed.
Please confirm your Cash on Delivery order. Order: {{1}} Amount to pay on delivery: Rs. {{2}} Deliver to: {{3}} Tap Confirm to proceed. Unconfirmed orders are auto-cancelled after {{4}} hours.
cod_confirm_reminder_v1
Sent a few hours after the first COD verification message if the customer has not yet responded.
Still want your order, {{1}}? Your COD order {{2}} worth ₹{{3}} is waiting for a quick confirmation. Without it, we cannot dispatch, and the order will cancel automatically at {{4}}. One tap is all it takes.
cod_to_prepaid_v1
Sent after COD confirmation offering an online payment option to reduce cash handling at the door.
Your COD order {{1}} is confirmed and being packed. Prefer not to keep ₹{{2}} in cash ready at the door? You can pay online now and we will mark the order prepaid — the delivery stays exactly the same.
order_packed_v1
Sent when the order is packed and awaiting courier pickup, keeping the customer informed pre-shipment.
Packed and ready! 📦 Order {{1}} has been packed at our {{2}} warehouse and will be handed to {{3}} shortly. You will receive a tracking link as soon as the courier scans it in. Expected delivery: {{4}}
order_packed_qc_v1
Sent when an order passes quality inspection and is sealed, used by brands that highlight QC.
Quality check passed. Order {{1}} was inspected, photographed and sealed by {{2}} from our QC team. Items verified: {{3}} It leaves our warehouse on the next courier pickup. Tracking details follow in this chat.
order_packed_gift_v1
Sent when a gift-wrapped order is packed, reassuring the sender that gifting instructions were followed.
Your gift is wrapped and ready, {{1}}. 🎁 Order {{2}} has been gift-packed with your note included and the invoice removed, exactly as requested. It ships to {{3}} and should arrive by {{4}}.
Approval & performance
Submit lifecycle templates as Utility, not Marketing. If Meta's reviewer sees promotional lines like "shop more and save" inside an order confirmation, the template gets reclassified as Marketing and billed at the higher rate.
Keep variables surrounded by static text. A body that starts or ends with a bare {{1}} is a common rejection reason, so anchor every variable with a label like "Order {{1}}" or "amount: Rs. {{2}}".
Send COD confirmation within a few minutes of checkout and include a "Cancel order" button. Fast COD verification measurably cuts returns-to-origin, and the explicit cancel path reduces disputes Meta counts against your quality rating.
Use one template per lifecycle stage instead of a generic "order status changed" template. Specific wording lowers block rates, and Meta's quality score is tracked per template, so one noisy template will not drag down the others.
Building the full journey? See how WhatsApp works for order tracking.
FAQ
Pure lifecycle notifications such as order placed, packed, delayed or refunded qualify as Utility because they relate to a transaction the customer initiated. Add promotional content like discount codes or product recommendations and Meta will classify the template as Marketing, which costs more per message and requires opt-out handling. Keep the two intents in separate templates.
Meta requires opt-in for all business-initiated messages, including Utility ones. In practice, a checkbox at checkout or a line in your order flow stating that updates will arrive on WhatsApp is sufficient. Store the timestamp and source of consent so you can respond if a user reports your number.
Create the template with a document header, then pass the PDF URL at send time through your provider's API. The template text stays fixed while the file changes per order. Keep invoices under 100 MB and use a stable, publicly fetchable URL, since WhatsApp downloads the file when the message is sent.
Their reply opens a 24-hour customer service window in which you can send free-form messages without a template. Route these replies to your support inbox or a bot, because unanswered replies frustrate customers and increase the chance they block your number, which hurts your messaging limits. InfiQ includes a 7-day free trial if you want to test the full flow first.
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38 templatesDispatch alerts, tracking updates, delivery OTPs, COD reminders and failed-attempt recovery messages.
38 templatesPut these templates to work
Import any template into InfiQ, submit it for approval from the dashboard, and go live on the official WhatsApp Business API in 2 hours.
