E-commerce is a massively growing market. There are more than 26.5 million e-commerce websites in the world. So, how do you stand out? By making sure your communication game is on point.
With 64% of customers saying they are likely to spend more on a brand they can chat with on WhatsApp, it becomes clear that your business needs to nail its WhatsApp communication strategy.
This guide equips you with 18 essential WhatsApp templates designed specifically for e-commerce success in 2025. So, let’s start, shall we?
What are WhatsApp Business Templates?
WhatsApp Business Templates are pre-written messages that businesses can use to communicate with their customers on WhatsApp.
Here’s how they work:
- You create a template with placeholders for dynamic content like customer names or order details. Example: Hi [Customer Name], thanks for your order! In this template, “[Customer Name]” will be replaced with the actual customer name for each order.
- Meta reviews the templates to make sure they follow the rules and guidelines.
- Once approved, you can use the template to automatically send messages based on customer actions (like buying something).
Create WhatsApp Templates in Seconds
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What are the Benefits of Using WhatsApp Templates for E-commerce?
E-commerce businesses can enjoy several benefits by using WhatsApp Business Templates. Here are some of the major ones:
Efficiency and Time-Saving
Sending messages like order confirmations, shipping updates, and delivery notices can get repetitive. Typing them over and over again can be mundane and tedious. WhatsApp Templates save time and effort by eliminating the need to create each message manually. Just create the template once, and you’re good to go!
Enhanced Brand Personalization
Although you need to follow certain rules while crafting these templates, you can still infuse them with your brand voice and personality. This adds a personal touch and helps your brand stand out.
Improved Customer Experience
Templates help you keep your customers in the loop with clear and timely messages. This consistent and accurate information builds trust and makes customers feel good about shopping with you.
Reduced Errors
Manual data entry can lead to mistakes in order confirmations, shipping details, or other messages. With templates, you can reduce typos and ensure all the information you send is accurate.
Increased Sales and Conversions
Templates let you create targeted reminders for forgotten shopping carts or send personalized product recommendations based on what customers have bought before. This can nudge customers towards completing a purchase.
Boost customer engagement
Regular updates and notifications through WhatsApp keep your customers engaged with your brand. They’ll feel more informed and involved in the buying process, from browsing to delivery.
By combining the efficiency of templates with the power of personalization, you can significantly improve customer engagement and brand loyalty on WhatsApp.
Guidelines for Crafting Effective WhatsApp E-commerce Templates
Clear, concise, and engaging WhatsApp templates can help boost your e-commerce customer experience. Here are some guidelines to follow:
Keep it Simple and Straightforward
When crafting templates, always write in clear and concise language. Do not use long sentences or unnecessary jargon. Your customers should easily understand your message at one glance. This is not the time to channel your inner Shakespeare or take out the thesaurus.
Add Relevant Multimedia
Sometimes, a picture is worth a thousand words. Add relevant images or short videos to your templates, especially for products like clothes or homeware. They’ll grab your customer’s attention and make your message more interesting.
Professional Yet Conversational
Always aim to strike a healthy balance between friendly and professional. Use a polite tone while keeping the conversation flowing naturally.
Know Your Audience
Tailor your messages to suit your customers’ needs and preferences. What kind of language do they use? What information are they looking for? Understanding their needs helps you craft relevant content.
Follow WhatsApp’s Official Guidelines
Make sure your templates comply with WhatsApp’s guidelines for content and formatting. This includes securing approval for your templates and ensuring they comply with Meta’s Commerce Policy and the WhatsApp Business Policy. It might seem like a hassle, but it avoids any issues down the line.
Provide Multilingual Support
If you are selling to a global audience, consider offering templates in multiple languages. This can improve the customer experience for non-native speakers.
Test before you Blast
Before hitting that send button, test your templates with a small group first. This will help you check if the text is displayed correctly and how it will look to the end audience.
Clear Call to Action
Want customers to visit your site, complete a purchase, or browse your catalog? Make your call to action (CTA) straightforward and easy to follow. Tell them precisely what you want them to do next.
Personalize Messages to Build Connections
A little personalization goes a long way! Whenever possible, include your customer’s name or details about their purchase. This helps build a stronger connection with your customers.
Keep the Templates Fresh
What worked before might not work today. Update your templates regularly to keep them fresh and relevant to your customers’ needs and interests. Don’t let them get stale.
Perform A/B Testing
Once you have a few versions of a template, consider A/B testing them to see which version performs better with your audience. This data can help you further refine your messaging for optimal results.
Timing is Everything
There’s no point sending a discount code for that new summer dress at 3 am on a Tuesday. Send messages when your customers are most likely to be using WhatsApp. For time-sensitive notifications like order updates or appointment reminders, make sure they go out on time.
Segment Your Audience
Don’t send the same message to everyone. Segment your audience based on purchase history, interests, or demographics. This way, you can send messages that are more relevant to each person, making them feel special.
Listen and Learn
“The biggest room in the world is the room for improvement.” – Helmut Schmidt.
There’s always space to make your templates even better! Pay attention to the feedback you get from your customers on your templates. Are there any questions they have that your templates don’t answer? Do they find the tone a bit off-putting? Use their feedback to refine your templates.
Automate Efficiently, Personalize Effectively
While automation saves time, remember the importance of personalization. Use templates as a starting point, then personalize them with customer details whenever possible.
By following these simple tips, you can create WhatsApp templates that keep your customers happy and coming back for more!
16 WhatsApp E-commerce Templates for 2025
Here are 16 templates for different touchpoints in the customer journey.
1. Order Confirmation
Thank the customer for their order, mention the order number, and let them know that their order will be shipped any time soon. Mention that they will receive a tracking link once the order is out for delivery.
WhatsApp Template:
“Hi [Customer Name], thanks for your order! 😊
Your order number is #[Order Number]. We’ll be shipping it shortly. You will receive a tracking link once it’s out there.”
2. Abandoned Cart Reminder
Remind customers about the items they left behind in their shopping carts. Use a gentle nudge to encourage them to complete the purchase by creating a FOMO or offering a limited-time discount coupon. With optimized text message reminders, you can recover up to 58% of lost sales from abandoned carts.
FOMO Approach: Hey [Customer Name], it looks like you forgot something awesome in your cart!😔 Our [Product Name] is selling fast, and you do not want to miss out!
Head back to checkout now: [link].”
Discount Offer: “[Customer Name], we saw you eyeing our [Product Name]. Complete your purchase now and get 15% off with code ‘CART15’! This offer won’t last long, so hurry! [link]⏰.”
3. Order Shipping Update
Send your customers a notification once their order has shipped. This will keep them informed and reduce their anticipation. Provide a tracking link so they can follow the delivery progress in real-time.
WhatsApp Template:
“Good news, [Customer Name]! 🎉
Your order #[Order Number] has been shipped and is on its way. Track your order here: [Tracking Link].
We can’t wait for you to receive it! This is definitely going to be worth the wait.”
4. Order Update + Upsell Message
Combine the standard order update notification with a targeted upsell opportunity. Use the customer’s existing purchase to suggest a complementary product or accessory that you think will work well for them.
WhatsApp Template:
“Hi [Customer Name], thanks for your order! 😊
Your order number is #[Order Number]. Your order #[Order Number] has shipped and is speeding its way to you🚚! Track your package here: [Tracking Link].
Meanwhile, did you know we also offer the perfect [complementary product]? It would be the ideal addition to your [original product]! Check it out here: [link to complementary product].”
5. Delivery Reminder
Send the customer a friendly heads-up that their order is scheduled for delivery that day or within the next few days. This reminder will help them plan to receive the package.
WhatsApp Template:
“Hi [Customer Name], your order #[Order Number] is out for delivery today. 🚚 Please ensure someone is available to receive it.
Hope it was worth the wait.😊”
6. Asking for Feedback
Encourage customers to share feedback about their recent purchases. This will help you understand customer satisfaction and improve your products and services.
WhatsApp Template:
“Hi [Customer Name], we hope you’re enjoying your purchase. 🛍️
Could you take a moment to share your feedback? [Feedback Link]” Again, thank you for choosing us.
7. Return to Origin (COD Refusal)
This template is specifically for Cash on Delivery (COD) orders in which the customer refuses to accept the package upon arrival. This is one of the major pain points for e-commerce businesses.
According to studies, one in three orders is a Return-to-Origin order. Here’s a template to encourage customers to complete their payment and reduce COD refusals:
WhatsApp Template:
Thank you for choosing [Your Brand Name]! We’re excited about your purchase of [Product Name].
Your product is already on its way!
Pay now and get a 10% discount on your order! Use code PAYNOW10. [Payment Link]”
8. Special Offers to Loyal Customers
Reward your loyal customers with exclusive discounts and offers to show appreciation and encourage repeat business.
WhatsApp Template:
“Hi [Customer Name], thanks for being a valued customer! We appreciate your continued support.
Enjoy a special 20% discount on your next purchase! 🎉Just use code ‘THANKYOU20’ at checkout. Offer valid until [date].”
9. Restock Alert
Inform customers when a popular out-of-stock item is back in stock. This sparks interest and encourages them to complete a purchase they might have delayed earlier.
WhatsApp Template:
“Hey [Customer Name], we heard you! The [Product Name] is finally back in stock!🚨 Don’t miss out this time around. Get yours now before they’re gone again: [link].”
10. Personalized Birthday Message
Send your customers a happy birthday message with a discount coupon. This will make your customer feel valued and happy on their birthday.
WhatsApp Template:
“Happy Birthday, [Customer Name]! 🥳
We wish you a fantastic day filled with joy, laughter, and lots of cake🎂. To celebrate, enjoy a special 10% discount on your entire purchase! Just use the code ‘HAPPYBIRTHDAY10’ when checking out. Offer valid for [duration].”
11. New Product Launch Announcement
Generate excitement and buzz around the launch of a new product while making customers feel like they’re part of the product journey.
WhatsApp Template:
“Hey [Customer Name], remember how we mentioned something exciting brewing? We’re thrilled to finally announce the launch of our brand new [Product Name]!🥁🎉
The [Product Name] is the perfect [describe the product’s benefit], and we can’t wait for you to experience it. Available now! Be among the first to get yours: [link].”
12. Early Access for VIP Customers
Reward your loyal customers with exclusive early access to new products, sales, or promotions.
WhatsApp Template:
“Hi [Customer Name],
We’re inviting you to be the first ones to access our stunning new collection before anyone else! ✨
Check out the collection now and get your favorites before the official launch: [link].
VIP Access Ends in Just a Few Hours! ⏰ Don’t miss this exclusive opportunity to shop the latest trends.
[Button – Last Chance to Buy]”
13. Order Cancellation
Instead of simply informing the customer about their order cancellation, use this as a chance to gather valuable feedback that can improve your business.
WhatsApp Template:
“Hi [Customer Name],
We noticed your order #[Order Number] was recently canceled. We understand that things change, and we’re always looking for ways to improve your shopping experience with [Your Brand Name].
To help us serve you better in the future, would you be willing to share a quick reason for canceling your order? Your feedback is important to us. Share it here: [link]. Thank you.😊”
14. Payment Confirmation
Inform the customer that their payment for an order has been successfully processed.
WhatsApp Template:
“Hi [Customer Name],
We’re happy to let you know that your payment for order #[Order Number] has been confirmed! ✅ Your order will be shipped shortly, and you’ll receive a tracking link when it’s on its way.
Here’s a copy of your receipt for your reference: [Link].
Thank you for your order! We appreciate your business.”
15. Referral Program Invitation
Motivate customers to spread the word about your brand and earn rewards by referring friends and family.
WhatsApp Template:
“Hi [Customer Name] 👋,
We’re excited to invite you to join our Referral Program! 🎉 Spread the word about [Your Brand Name] and earn amazing rewards by referring friends and family.
For every successful referral, you and your friend will both receive [Reward Details]. It’s our way of saying thank you for being a loyal customer.
Start sharing and earning today! Click here to get your unique referral link: [Link]
Thank you for your support! 😊”
16. Win Back Inactive Customers
Re-engage customers who haven’t interacted with your brand in a while.
“Hi [Customer Name],
We miss you! It’s been a while since your last visit to [Your Brand Name].
We have some exciting new arrivals and exclusive offers you won’t want to miss. 🛍️Browse our latest collection now: [Link]
Enjoy a special [Discount]% off your next purchase! Just use code ‘WELCOMEBACK’ at checkout. Offer valid for [duration].
We hope to see you back soon!”
As promised, these were the 16 WhatsApp e-commerce templates designed to enhance every step of your customer journey. What are you waiting for? Try them out today!
Creating and Managing WhatsApp Templates
Once you finish crafting your templates, submit them for WhatsApp approval. Approval decisions typically come in a few hours or a day. If your template is rejected, do not worry. You will receive a notification with feedback. You can resubmit it with edits. For more details, check out Meta’s Message Templates guidelines.
Once approved, the templates can be integrated into your e-commerce strategy and used for marketing and promotional campaigns.
Manage Conversations with TimelinesAI
To manage all your E-commerce conversations efficiently, consider using TimelinesAI. It offers a shared inbox that can help your team to handle customer interactions seamlessly.
Additionally, TimelinesAI provides a ChatGPT-integrated autoresponder to automate repetitive notifications (order confirmations, shipping updates) and basic customer inquiries. This way, your customers always receive timely help, and your team can focus on complex issues.
Conclusion
In today’s mobile-driven world, 91% of consumers use smartphones for online purchases. This makes clear communication through WhatsApp a critical tool for e-commerce businesses.
Using the templates provided in the blog and following basic guidelines will help you significantly boost customer engagement and sales.
With tools like TimelinesAI, managing these conversations becomes even easier. You can automate routine messages and provide consistent support, ensuring a smooth and satisfying customer experience. Start using these templates today and watch your e-commerce business thrive in 2025.
Frequently Asked Questions: FAQs
What are the different types of WhatsApp Business Message Templates?
There are three primary categories of WhatsApp Business Message Templates- marketing templates used for promotional campaigns and special offers; utility templates designed for functional communication, including order updates, shipping notifications, and delivery reminders; and authentication templates used to send OTPs.
What are WhatsApp Business Message Templates?
These are pre-written messages designed for communication on WhatsApp Business accounts. They save time and ensure consistent messaging.
What are some best practices for using WhatsApp Business Templates effectively?
Always get straight to the point and avoid unnecessary jargon. Add a human touch by including the customer’s name or relevant details. Be friendly and approachable, but maintain professionalism.
What is the approval process for WhatsApp Business Templates?
After crafting your message template, submit it for review. The approval process typically takes up to 24 hours. Once a decision is made, you’ll receive a notification. If rejected, you can edit the template to address any concerns and resubmit it for approval. Alternatively, you can appeal the decision if you believe it’s incorrect. Appeals must include a sample message.
Does WhatsApp allow promotional messages?
Yes, WhatsApp allows promotional messages, but they must comply with WhatsApp’s guidelines and policies. Also, businesses must ensure they have obtained the customer’s opt-in to receive such messages.
