What a WhatsApp order confirmation message should include

A good WhatsApp order confirmation message has the customer's name, the order number, what they ordered, the total to pay on delivery and the delivery address or area. Then one clear question: confirm or change.

Example: "Hi [name|there], we received order [order]: [product], total [total] to pay on delivery to [city]. Reply 1 to confirm or 2 to change anything."

Why confirm cash-on-delivery orders

COD buyers sometimes order on impulse, mistype a number or order twice. A confirmation gives them a moment to say no before the courier goes out, and a correct phone number for the driver if they say yes.

It also gives you a record. Customers who confirmed in writing are easier to follow up when a delivery is missed.

Send confirmations from your order export

Export new orders from your store to Excel or CSV with Phone, Name, Order, Product, Total and City columns. In Wassender, import the file, choose the phone column and write the message once with those column names as variables.

Step through the preview to check a few customers, including one with an empty cell. Wassender skips duplicate numbers and numbers on your opt-out list, and the file stays in your browser.

If your store or automation tool can call an API, Wassender's Integrations give it a key so it can send the confirmation through your own WhatsApp when an order arrives, while WhatsApp Web is open. See the Integrations guide for what it supports.

Handle the answers

Answers come back as normal WhatsApp replies. Keyword rules in Autopilot can reply instantly to 1 or confirm with a thank-you, while you handle changes by hand. Reply tracking shows which customers have not answered, so you can call them or send one follow-up before shipping.

Export the campaign report to Excel to match confirmations against your order list.

Confirmation wording for different stages

New COD order: "Hi [name|there], thank you for your order [order]! You ordered [product], total [total], paid in cash on delivery to [city]. Reply 1 to confirm or 2 to change something. Unconfirmed orders are held for 24 hours."

Shipped: "Hi [name|there], order [order] is on its way and should arrive within [days|2-3] days. Please keep [total] ready for the courier." Out for delivery: "Hi [name|there], your order [order] is out for delivery today. The courier will call this number before arriving."

Each message repeats the order number so the customer can match it, and the total so there are no surprises at the door. Short, factual messages like these are what customers expect after buying.

A daily confirmation routine for a COD store

Twice a day, for example at 11 am and 5 pm, export the orders that arrived since the last run. Import the file into Wassender, use your saved confirmation template, preview a couple of rows and send.

Give customers a clear window, such as 24 hours, to confirm. After that, check reply tracking for the campaign: confirmed orders go to packing, change requests get a personal reply, and silent customers get one follow-up or a call before you decide whether to ship.

Keep a column in your order sheet for the confirmation result. Exporting the campaign report to Excel gives you each recipient's status and time, which makes it quick to update.

Common mistakes with order confirmations

Wrong totals. If the total in your export does not include shipping, the customer sees a different number at the door. Make sure the Total column is the amount they will actually pay.

Phone numbers without a country code. Customers type numbers in many formats. Set your country code in Wassender for local numbers starting with zero, and check the recipient count matches your order count before sending; invalid numbers are skipped and counted.

Adding offers to every confirmation. A short related suggestion now and then is fine, but a confirmation that reads like an advert is easier to ignore, and the confirmation is the one message you need answered.

What to do with unconfirmed orders

Decide your rule in advance and apply it the same way every day. A simple one: orders confirmed within 24 hours ship; orders with no reply get one follow-up message; orders still silent after that get a phone call or are cancelled. Writing the rule down keeps the team consistent.

The follow-up should be short and neutral: "Hi [name|there], we're holding order [order] for you. Reply 1 to confirm and we'll ship it today." Use Follow up on the confirmation campaign so it goes only to customers with no recorded reply.

Track the result for a few weeks. Compare how many confirmed orders were refused at the door with how many unconfirmed ones were. That number tells you whether confirmation is saving you money and how strict your rule should be.

Share the rule with customers too. A line in the confirmation such as "Unconfirmed orders are held for 24 hours" is fair and clear, and it gives people a reason to reply now instead of later. Most customers who really want the product will confirm quickly once they know the order is waiting on them, and the few who don't are exactly the orders you didn't want to ship blind.

Keep it transactional

Customers accept order messages because they placed an order. Keep confirmations about the order; save offers for people who agreed to hear them, and honour stop requests.

Step by step

  1. Export new orders to Excel or CSV with Phone, Name, Order, Product, Total and City.
  2. Start a new campaign in Wassender, choose Spreadsheet and select the Phone column.
  3. Write the confirmation with [name], [order], [product], [total] and [city].
  4. Preview several customers and add fallbacks for empty cells.
  5. Send with human pacing, then check replies before you ship.
  6. Follow up customers who did not answer, and export the report.

Plan: Spreadsheet campaigns and keyword replies work in the free 1-hour Unlimited trial; after it, sending needs a paid plan, and reply tracking is part of Unlimited.

Frequently asked questions

How do I confirm COD orders on WhatsApp?

Send each customer their order details and ask them to reply 1 to confirm or 2 to change, before shipping.

Can the message include each customer's order number and total?

Yes. Put them in spreadsheet columns and use them as variables like [order] and [total].

Can confirmations send automatically for each new order?

Yes, with Integrations: your store or automation tool sends messages through an API key, and Wassender sends them while WhatsApp Web is open.

What if a customer doesn't reply?

Reply tracking shows who hasn't answered. Send one short follow-up or call before shipping.

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