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Templates and scripts

WhatsApp COD confirmation message templates

By the COD Confirmation teamUpdated 3 min read

A good WhatsApp COD confirmation message greets the customer by name, shows the order number, the amount to pay on delivery and the delivery address, and ends with two quick reply buttons: Confirm order and Cancel order. Below are copy-ready templates in English, Arabic, French and Spanish, plus a reminder and the replies to send after the customer answers.

Key takeaways

  • Include name, order number, cash amount and delivery address. Nothing else.
  • Use quick reply buttons for Confirm and Cancel instead of “reply YES”.
  • Submit it as a Utility template and keep promotions out of it.
  • Create one template per language your customers use.

Template variables

WhatsApp templates use numbered placeholders. Your app fills them in from each Shopify order. These templates use the following variables:

Variable Meaning Example
{{1}} Customer first name Sara
{{2}} Store name Your Store
{{3}} Order number #1042
{{4}} Amount to pay on delivery 349 MAD
{{5}} Delivery address or city Casablanca

COD order confirmation template

Send this as soon as a cash-on-delivery order is created.

English
Hi {{1}} 👋 Thanks for your order from {{2}}. Order: {{3}} Amount to pay on delivery: {{4}} Delivery to: {{5}} Please confirm your order so we can ship it.
✅ Confirm order
❌ Cancel order
Arabic
مرحباً {{1}} 👋 شكراً لطلبك من {{2}}. رقم الطلب: {{3}} المبلغ عند الاستلام: {{4}} عنوان التوصيل: {{5}} يرجى تأكيد طلبك حتى نتمكن من شحنه.
✅ تأكيد الطلب
❌ إلغاء الطلب
French
Bonjour {{1}} 👋 Merci pour votre commande chez {{2}}. Commande : {{3}} Montant à payer à la livraison : {{4}} Adresse de livraison : {{5}} Merci de confirmer votre commande pour que nous puissions l’expédier.
✅ Confirmer la commande
❌ Annuler la commande
Spanish
Hola {{1}} 👋 Gracias por tu pedido en {{2}}. Pedido: {{3}} Total a pagar contra entrega: {{4}} Entrega en: {{5}} Por favor confirma tu pedido para que podamos enviarlo.
✅ Confirmar pedido
❌ Cancelar pedido

Reminder template (no reply yet)

Use a reminder for customers who haven’t answered after a few hours. One reminder is enough.

English
Hi {{1}}, your order {{3}} from {{2}} is waiting for your confirmation. Tap Confirm and we’ll ship it right away, or Cancel if you no longer need it.
✅ Confirm order
❌ Cancel order
Arabic
مرحباً {{1}}، طلبك رقم {{3}} من {{2}} في انتظار تأكيدك. اضغط على تأكيد وسنقوم بشحنه فوراً، أو إلغاء إذا لم تعد بحاجة إليه.
✅ تأكيد الطلب
❌ إلغاء الطلب

Replies after the customer answers

When the customer taps a button, they’ve messaged you, so you can reply with a normal message in that conversation. Close the loop so they know what happens next.

After “Confirm”
Thank you {{1}}! Your order {{3}} is confirmed ✅ We’ll send you the tracking details as soon as it ships 🚚
After “Cancel”
Your order {{3}} has been cancelled. If this was a mistake, just reply to this message and we’ll restore it.

Tips for getting your template approved

  • Pick the Utility category. It’s a message about an order the customer placed.
  • No promotions. Leave out discounts, upsells and links to other products.
  • Add sample values. Meta asks for an example for each variable. Use realistic ones, like the table above.
  • Don’t start or end with a variable. Put some fixed text before the first variable and after the last one.
  • Use quick reply buttons. Two buttons: Confirm and Cancel.

Put them to work

Templates are only half the job. Follow the Shopify COD confirmation guide to send them automatically and tag every order from the reply. For customers who don’t answer, use a follow-up call script.

Questions merchants ask

Can’t find the answer you’re looking for? Email info@usewhapi.com.

What should a COD confirmation message include?
The customer’s name, your store name, the order number, the exact amount to pay on delivery and the delivery address or city, followed by Confirm and Cancel buttons. Keep it short so it can be read in a few seconds.
Which WhatsApp template category should I choose?
Choose Utility. A COD confirmation is a transactional message about an order the customer placed. Keep promotional content such as discounts or new products out of it, or Meta may classify it as Marketing.
Can I send the template in Arabic, French or Spanish?
Yes. Create one template per language and pick the language when you submit it to Meta. Send each customer the version that matches your store’s language or their country.
Should I use buttons or ask customers to reply “YES”?
Use quick reply buttons. Customers confirm with one tap, and the app can read the reply reliably to tag the order. Free-text replies like “ok”, “yes” or “نعم” are harder to process automatically.

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