Order update message templates
An order update tells a buyer where their order is: confirmed, being made, ready, sent or delivered. Send it in the chat where they ordered, include the order number, and say what happens next.
When to use it
Use these for customers who ordered from you through a chat, or who asked to get updates on a particular channel. Each update goes to the one person whose order it is.
Send updates at the moments that matter to the buyer: when the order is confirmed, when it is sent or ready to collect, and if anything changes. More than that tends to feel like noise.
Customers often reply to an update with a question, so make sure someone, or your AI agent, is watching the chat.
8 templates to copy
Copy a template, replace the words in square brackets, and read it once before you send it. Change anything that does not sound like you, because customers answer messages that sound like a real person who knows them.
1. Order confirmed · WhatsApp · Friendly
Hi [name], thanks for your order! Here is what we have:
[item] x [quantity]
Total: [total]
Order number: [order number]
We will message you when it is on its way, usually within [time frame].2. Dispatched · WhatsApp · Short
Good news, [name]: order [order number] is on its way. Tracking: [tracking link]. Expected [delivery date].3. Ready to collect · WhatsApp · Friendly
Hi [name], your order is ready to collect from [address]. We are open [opening hours]. Just show this message or give your name at the counter.4. Instagram order update · Instagram DM · Friendly
Hey [name], your [item] is packed and posted today! Here is your tracking link: [tracking link]. Cannot wait for you to see it.5. Messenger order update · Messenger · Friendly
Hi [name], your order [order number] has been sent and should arrive by [delivery date]. If anything is not right when it arrives, reply here.6. Email dispatch notice · Email · Professional
Subject: Your order [order number] is on its way
Hi [name],
Your order has been dispatched with [carrier] and should arrive by [delivery date].
Track it here: [tracking link]
If you have any questions, just reply to this email.
Thanks for shopping with [business]7. Made to order · Any channel · Warm
Hi [name], a quick update: we have started making your [item] today. It should be ready on [date], and I will send you a photo before it goes out.8. Delivered check · Any channel · Friendly
Hi [name], your order shows as delivered. Hope you love it! If anything is missing or damaged, reply here and we will sort it.What to avoid
- Using order updates to push other products or offers.
- Sending updates to people who did not order, or on a channel they did not give you.
- Updates with no order number. Customers with several orders get confused.
- Copying a long delivery policy into the chat. Link it instead.
- Promising delivery dates the carrier has not given you.
Give this to your AI agent
Paste this into your AI agent’s instructions and replace the words in square brackets. Your agent then follows the same rules every time. What else to tell your AI agent.
When an order changes status, send one short update to that customer in the chat where they ordered, with the order number, what has happened and what comes next, including the tracking link if there is one. Do not add offers or other products. If the customer replies with a problem, apologise, gather the details and pass the chat to [staff name].Channel rules that apply
- WhatsApp. WhatsApp restricts automation and bulk sending on ordinary and Business app numbers, so treat automated sending as a risk you manage rather than one you remove. Reply in chats customers started, and never broadcast these messages to a list. Spaces keeps a connected number to at most 200 messages and 10 new chats a day, and a newly connected number warms up over four weeks. WhatsApp limits
- Instagram. Instagram only lets you message someone who has not replied inside its messaging window, so replies in existing chats work best. Reply to people who messaged you, commented or asked to hear from you. Instagram limits
- Messenger. Like Instagram, Messenger limits messages to people who have not replied, so replies in existing chats work best. Keep to people who wrote to your Page first. Messenger limits
- Email. A new chat here is a new email thread. Replies on a thread someone started are not held back by the warm-up. Spaces sends one email at a time to one person, never bulk email. Email limits
Spaces lowers the risk of a restricted account with enforced limits, warm-up and pacing, but no tool can guarantee a platform will not act on an account. How Spaces keeps accounts safe.
FAQ
How many order updates should I send?
Usually two or three: confirmed, sent or ready, and delivered if it helps. Add one if something changes, such as a delay.
Can I send order updates on WhatsApp?
Yes, to customers who ordered through WhatsApp or asked for updates there. Send each one to that customer alone, never as a broadcast to all buyers.
Can my AI agent answer “where is my order?”
Yes, if it can see your order details. Connected through Spaces, it can reply in the customer’s chat and hand anything it cannot answer to a person.
Can I send this order update message to all my customers at once?
No. Send each message to one person who contacted you, booked or bought from you. Bulk messages on WhatsApp, Instagram or Messenger are one of the quickest ways to get an account restricted, and Spaces refuses the same cold message sent to many people. A message written for one conversation also gets far better replies.
Can my AI agent use these templates for me?
Yes. Connect your accounts to Spaces and your AI agent can read each chat and reply in your words, using the note on this page as a guide. A scheduled message or a routine can also send a set reply at a time or on a trigger; routines send the exact words you give them and are not an AI. You can turn on approvals so nothing goes out until you say yes, and every message stays inside the account’s sending limits.
Let your AI agent answer for you
Spaces connects your own WhatsApp, Instagram, LinkedIn, Messenger, X and email accounts to the AI agent you already use, so it can reply in your words and keep every account inside safe sending limits. No card needed to start a trial.
Related
More orders and delivery templates: Delivery delay. All message templates.