Order confirmation WhatsApp template: 4 real-world versions

An order confirmation tells the customer their order went through and gives them one useful thing to do next. Most brands on TextYess leave this job to Shopify’s email, so the ones that send it on WhatsApp use it for something email does badly: catching a wrong address before the parcel leaves. One jewellery brand that asks customers to check their address gets the message read by 89% of 17,047 recipients.

What works, from the messages brands send on TextYess

Few brands send a stand-alone order confirmation on WhatsApp, so there is no benchmark yet. Two real messages stand out:

• Ask for one check. A jewellery brand asks customers to check the address, “especially the house number”, and to reply before 9am the next day starting with a keyword such as CHANGE ADDRESS or CHANGE SIZE. It is read by 89% of 17,047 delivered messages, so mistakes can be fixed before the order ships.

• Sell in a separate, marketing version. The confirmation with the highest order rate comes from a shoe brand: a team member thanks the customer and offers €25 off a second pair added to the same order. 4.6% of 1,483 delivered messages were followed by an order within 48 hours. The offer makes it a marketing template (template 4).

• Name the product, not just the person. In campaigns on TextYess, a first name alone changes nothing measurable. Naming the product does better: automated win-back messages that name the last product bought convert 1.17% against 0.60% for generic ones (median brand).

Templates

1. Check your address

For brands with address or size errors. Modelled on the jewellery brand’s message: one clear request, a deadline, and an easy way to reply.

• Header: none

• Buttons: quick reply “All correct ✅”, quick reply “Change address”

• Example values: {{first_name}} = Emma, {{order_number}} = 10482, {{shipping_address}} = 14 Elm Road, Leeds LS6 2AB, {{deadline}} = 9am tomorrow

2. Order summary with the product named

The plain, reliable version. Naming what they bought makes it read like a message from a shop, not a receipt.

• Header: none

• Buttons: URL “View my order”

• Example values: {{first_name}} = Emma, {{order_number}} = 10482, {{product_list}} = Silver heart ring x1, Gift box x1, {{total}} = 32.80

3. Thank-you from a real person

A short note signed by someone on the team. On TextYess, messages from a named person do better than unsigned ones (1.25× in campaigns, same brand and month).

• Header: none

• Buttons: none (replies come straight into your inbox)

• Example values: {{first_name}} = Emma, {{brand}} = your shop name, {{order_number}} = 10482. Replace “Sara” with a real person on your team.

4. Second item at a better price (marketing version)

Modelled on the shoe brand’s message, the order confirmation with the highest order rate in our data (4.6% of delivered messages followed by an order within 48 hours). Because it carries an offer, submit it as a marketing template, not as your utility confirmation.

• Header: none

• Buttons: URL “Add to my order”

• Example values: {{first_name}} = Emma, {{brand}} = your shop name, {{discount}} = 20

When to send it

Send it as soon as Shopify creates the order. If you ask for an address check, give a cut-off that falls before your warehouse picks the order. Use the marketing version instead of the plain confirmation, not on top of it, so the customer gets one message per order. With TextYess, it goes out automatically from your Shopify order data.

Meta category

An order confirmation is utility while it stays about that order: Meta’s own example is “Thank you! Your order {{order_number}} is confirmed.” Any upsell, discount code or “shop more” line makes it marketing, and Meta treats mixed content as marketing. If you keep sending promo inside utility templates, Meta can move all your utility templates to marketing for 7 days. See Meta’s template categorisation.

Avoid rejection

• Never start or end the body with a variable. Open with “Hi” and close with a fixed sentence, as above.

• Keep the # outside the variable: write #{{order_number}} and use 10482 as the sample value, because Meta rejects special characters inside variables.

• Keep enough fixed words around the variables. Meta rejects templates with too many variables for the length of the text.

• Keep the offer out of the utility version. Submit template 4 separately, as marketing.

• Button labels can be 25 characters at most. Quick replies and URL buttons in the same template can’t be seen on WhatsApp desktop.

Full list: Meta’s template review.

FAQ

Related templates

Shipping update, Cash on delivery confirmation and Post-purchase cross-sell.

See all 20 WhatsApp message templates for ecommerce.