Template library
Delivery questions make up the bulk of support tickets for most Indian D2C brands and logistics teams. These templates keep customers informed from dispatch to doorstep, so fewer people call to ask where their parcel is. Each one is written to pass Meta review as a utility message and to reduce failed attempts and RTO.
38 ready-to-edit templatesOne tap to load any template into your accountOpen any template in the playground
dispatch_confirm_awb_v1
Sent the moment a shipment is handed to the courier, to share the AWB and set a delivery expectation.
Your order is on its way
Order {{1}} has been dispatched. Courier: {{2}} AWB: {{3}} Expected delivery: {{4}} Track it live using the button below. We will message you again when it is out for delivery.
dispatch_confirm_short_v1
A compact dispatch alert for high-volume sellers who send one message per shipment, not per item.
Shipped! Your order {{1}} left our {{2}} warehouse today with {{3}}. Tracking number {{4}} goes live within 4 hours. Expected at your doorstep by {{5}}.
dispatch_partial_split_v1
Sent when an order ships in multiple boxes, so the customer is not alarmed when only part arrives.
Heads up, {{1}}: your order {{2}} is arriving in 2 shipments. Shipment 1 ({{3}}) dispatched today, arriving {{4}}. Shipment 2 ships within 48 hours and we will send its tracking separately. Nothing is missing, just packed apart for safer transit.
in_transit_hub_update_v1
A mid-journey scan update for long-distance shipments, sent when the parcel crosses a major hub.
Tracking update for {{1}}: your parcel cleared our {{2}} hub at {{3}} and is moving towards {{4}}. It remains on schedule for delivery by {{5}}. No action needed from you.
in_transit_on_schedule_v1
Sent 48 hours after dispatch on longer routes to pre-empt where-is-my-order support tickets.
Quick update on order {{1}}: everything is on track. The parcel was last scanned at {{2}} and is expected in {{3}} by {{4}}. You will get an out-for-delivery alert on the day itself.
in_transit_reached_city_v1
Sent when the shipment arrives at the destination city facility, one step before out-for-delivery.
Your parcel has reached {{1}}! Order {{2}} is now at the local delivery centre and should be out for delivery within {{3}}. Keep your phone reachable on {{4}} so the rider can find you.
ofd_rider_details_v1
The morning-of-delivery alert with rider details, sent when the parcel is loaded for the last mile.
Arriving today
Out for delivery! Order {{1}} will reach you today between {{2}}. Rider: {{3}} Contact: {{4}} Please keep your phone handy. If you are not available, tap below to reschedule instead of missing the attempt.
ofd_cod_amount_v1
Out-for-delivery alert for COD orders that states the exact amount to keep ready.
Arriving today: order {{1}}. This is a *Cash on Delivery* order. Amount to pay: Rs. {{2}}. Our rider {{3}} also accepts UPI at the door. Expected window: {{4}}. Reply here if you will not be home.
ofd_next_stop_v1
Sent when the rider is a few stops away, so the customer can come to the door or gate on time.
Almost there! Your rider is about {{1}} stops away from {{2}} and should arrive in roughly {{3}} minutes with order {{4}}. If your building needs a gate pass or lift access, now is a good time to arrange it.
ofd_landmark_confirm_v1
Sent on delivery day when the address lacks a landmark, to help the rider locate the customer faster.
Your order {{1}} is out for delivery to: {{2}} Could you reply with a nearby landmark or gate number? It helps our rider {{3}} reach you faster and avoids a failed attempt.
delivery_otp_code_v1
Sent when the rider marks arrival, so the customer shares the code to confirm secure handover.
{{1}} is your delivery confirmation code for order {{2}}. Share it with the delivery agent only at handover. Valid for 10 minutes.
delivery_otp_resend_v1
Sent when the customer or rider requests a fresh OTP after the first one expires at the doorstep.
{{1}} is your new delivery code for order {{2}}. The earlier code has expired. This one is valid for 10 minutes. Do not share it before the parcel is in your hands.
Approval & performance
Submit tracking templates as Utility, not Marketing. If the body mentions an offer or upsell alongside the tracking link, Meta will often reclassify it as Marketing and charge the higher rate.
Put the AWB or order number in the first line. When a customer searches their chat history for a tracking number, the message they find first is the one they act on, and it cuts repeat where-is-my-order queries.
Send the out-for-delivery message with a live rider phone number or reschedule button. Templates that give the customer an action on failed delivery measurably reduce RTO for COD-heavy pin codes.
Keep delivery OTP templates in the Authentication category with a copy-code button only. Adding marketing copy, links or extra buttons to an OTP template is a common cause of rejection.
Building the full journey? See how WhatsApp works for logistics & delivery.
FAQ
Order-triggered updates like dispatched, out-for-delivery and delivered are Utility, which costs less per delivered message — and is free when sent inside an open 24-hour service window — and gets approved faster. Only messages with promotional content, such as a shipping-upgrade offer, need the Marketing category. Keep the two separate rather than mixing an offer into a tracking message.
Yes. A URL in the body or a URL button is fine for Utility templates. Use a link that opens directly to the specific shipment rather than a generic tracking page where the customer re-enters the AWB. If your link contains the AWB, pass it as a variable.
Send a COD confirmation with the exact amount before dispatch, an out-for-delivery message on the day, and a failed-attempt message with a one-tap reschedule button. Brands that add the pre-dispatch COD confirmation step typically see a meaningful drop in refusals at the door.
Yes. Delivery confirmation OTPs must use the Authentication category, which has a fixed format: the code, a validity line and a copy-code button. You cannot reuse a Utility tracking template for OTPs, and you cannot add tracking info to an Authentication template.
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Import any template into InfiQ, submit it for approval from the dashboard, and go live on the official WhatsApp Business API in 2 hours.
