WhatsApp reply templates for your online shop
Ten messages for every stage of an order, from the summary to asking for a review. Copy, fill in the blanks, save as a quick reply.
Replace every piece of text in [BRACKETS] before you send.
Reply templates in English
New order
Order summary from WhatsApp checkout
Suggested shortcut: /summary
Hi [BUYER NAME], thank you for ordering from [SHOP NAME]. Here is your order summary: [PRODUCT NAME] x [QTY] = IDR [PRICE] [PRODUCT NAME] x [QTY] = IDR [PRICE] Subtotal: IDR [SUBTOTAL] Shipping via [COURIER] to [CITY]: IDR [SHIPPING] Total: IDR [TOTAL] Delivery address: [FULL ADDRESS] You can pay by: [BANK, ACCOUNT NUMBER, ACCOUNT NAME] or through this link: [PAYMENT LINK] If everything looks right, just reply OK. If anything needs changing, let us know.
Order details missing
Suggested shortcut: /details
Hi [BUYER NAME], we have received your order. So we can process it right away, could you send us: - [MISSING DETAIL, FOR EXAMPLE SIZE OR COLOUR] - Your full address, including postcode We will then send the total and how to pay. Thank you.
Payment reminder
Payment link not yet paid
Suggested shortcut: /reminder
Hi [BUYER NAME], a quick reminder that we have not yet received payment for order [ORDER NUMBER], IDR [TOTAL]. Your payment link works until [DATE AND TIME]: [PAYMENT LINK] You can pay with [ACTIVE METHODS, FOR EXAMPLE QRIS, CARD, E-WALLET]. If something goes wrong at checkout, or you would like to cancel, just reply to this message. Thank you.
Link expired, sending a new one
Suggested shortcut: /newlink
Hi [BUYER NAME], the payment link for order [ORDER NUMBER] has expired. If you would still like the order, here is a new link: [NEW PAYMENT LINK] The items and the total stay the same, IDR [TOTAL]. If you have changed your mind, no problem, you can ignore this message.
Payment received
Payment confirmation
Suggested shortcut: /paid
Thank you [BUYER NAME], we have received your payment of IDR [TOTAL] for order [ORDER NUMBER]. We are preparing your order and will ship it by [DAY AND DATE]. We will send the tracking number in this chat as soon as the parcel is with the courier.
Order shipped
Shipping update and tracking number
Suggested shortcut: /tracking
Hi [BUYER NAME], your order [ORDER NUMBER] was shipped today. Courier: [COURIER AND SERVICE] Tracking number: [TRACKING NUMBER] Track it here: [TRACKING LINK] The courier estimates delivery by [ESTIMATED DATE]. If it has not arrived by then, please let us know.
Order delivered
Checking the parcel arrived
Suggested shortcut: /arrived
Hi [BUYER NAME], the courier shows your order [ORDER NUMBER] as delivered. We hope you like it. If anything is damaged, missing or not as described, please send a photo or an unboxing video to this chat within [NUMBER] days and we will sort it out under our shop terms: [TERMS PAGE LINK]
Asking for a review
Suggested shortcut: /review
Thank you for shopping with [SHOP NAME], [BUYER NAME]. If you have a minute, a short review here would mean a lot: [REVIEW LINK] It helps other buyers choose, and it tells us what to improve. Entirely optional, and thank you again.
Out of stock
Offering an alternative
Suggested shortcut: /outofstock
Hi [BUYER NAME], we are sorry, [PRODUCT NAME] [VARIANT] is out of stock at the moment. Here is what we can offer: 1. Switch to [OTHER PRODUCT OR VARIANT], IDR [PRICE] 2. Wait for new stock, expected around [DATE] 3. Cancel this item. If you have already paid, we refund it in full to [ORIGINAL PAYMENT METHOD] Which would you prefer?
Outside opening hours
Reply while the shop is closed
Suggested shortcut: /closed
Hi, thank you for contacting [SHOP NAME]. We are closed right now. Opening hours: [DAYS], [OPENING TIME] to [CLOSING TIME] [TIME ZONE]. Your message has reached us and we will reply when we open. If you would like to order now, our catalogue and checkout are here: [SHOP LINK]
Save them as quick replies
In the WhatsApp Business app, a template comes up with a slash and one short word.
Open Quick replies
In the WhatsApp Business app, open the Tools tab and tap Quick replies.
Paste the message
Tap the add button, tap Message, then paste the template once you have filled it in for your shop.
Give it a shortcut
Tap Shortcut and enter a short word, such as /summary or /tracking. Then tap Save.
Use it in a chat
In the message field, type / to bring up all your quick replies. Pick one, fill in the [BRACKETS], then send.
- WhatsApp Business stores at most 50 quick replies.
- Media files in quick replies are not supported on WhatsApp Web or Desktop. Text templates like these are not affected.
- A deleted quick reply cannot be recovered. This page can be your backup copy.
For Indonesian-speaking buyers
The same ten messages in polite Indonesian, for local buyers and for staff who reply in Indonesian.
Pesanan masuk
Rekap pesanan dari checkout WhatsApp
Suggested shortcut: /rekap
Halo Kak [NAMA PEMBELI], terima kasih sudah pesan di [NAMA TOKO]. Ini rekap pesanannya: [NAMA PRODUK] x [JUMLAH] = Rp [HARGA] [NAMA PRODUK] x [JUMLAH] = Rp [HARGA] Subtotal: Rp [SUBTOTAL] Ongkir [KURIR] ke [KOTA]: Rp [ONGKIR] Total: Rp [TOTAL] Dikirim ke: [ALAMAT LENGKAP] Pembayaran bisa lewat: [BANK, NOMOR REKENING, ATAS NAMA] atau lewat tautan ini: [TAUTAN PEMBAYARAN] Kalau sudah sesuai, balas OK ya Kak. Kalau ada yang perlu diubah, kabari saja.
Data pesanan belum lengkap
Suggested shortcut: /lengkapi
Halo Kak [NAMA PEMBELI], pesanannya sudah kami terima. Supaya bisa segera diproses, boleh dibantu lengkapi: - [DATA YANG KURANG, MISALNYA UKURAN ATAU WARNA] - Alamat lengkap dengan kode pos Setelah itu kami kirim total dan cara bayarnya. Terima kasih.
Pengingat pembayaran
Tautan pembayaran belum dibayar
Suggested shortcut: /ingat
Halo Kak [NAMA PEMBELI], sekadar mengingatkan, pembayaran untuk pesanan [NOMOR PESANAN] senilai Rp [TOTAL] belum kami terima. Tautan pembayarannya masih bisa dipakai sampai [TANGGAL DAN JAM]: [TAUTAN PEMBAYARAN] Bisa dibayar lewat [METODE YANG AKTIF, MISALNYA QRIS, VIRTUAL ACCOUNT, E-WALLET]. Kalau ada kendala saat membayar, atau ingin membatalkan, balas saja pesan ini. Terima kasih.
Tautan kedaluwarsa, kirim yang baru
Suggested shortcut: /tautanbaru
Halo Kak [NAMA PEMBELI], tautan pembayaran untuk pesanan [NOMOR PESANAN] sudah tidak berlaku. Kalau masih berminat, ini tautan barunya: [TAUTAN PEMBAYARAN BARU] Isi pesanan dan totalnya tetap sama, Rp [TOTAL]. Kalau tidak jadi, tidak apa-apa, cukup abaikan pesan ini.
Pembayaran diterima
Konfirmasi pembayaran masuk
Suggested shortcut: /lunas
Terima kasih Kak [NAMA PEMBELI], pembayaran Rp [TOTAL] untuk pesanan [NOMOR PESANAN] sudah kami terima. Pesanan sedang kami siapkan dan dikirim paling lambat [HARI DAN TANGGAL]. Nomor resi kami kabarkan di chat ini begitu paket diserahkan ke kurir.
Pesanan dikirim
Kabar pengiriman dan nomor resi
Suggested shortcut: /resi
Halo Kak [NAMA PEMBELI], pesanan [NOMOR PESANAN] sudah kami kirim hari ini. Kurir: [NAMA KURIR DAN LAYANAN] Nomor resi: [NOMOR RESI] Lacak di: [TAUTAN PELACAKAN] Perkiraan sampai [PERKIRAAN WAKTU] menurut estimasi kurir. Kalau paket belum sampai lewat dari itu, kabari kami ya.
Pesanan sampai
Memastikan paket sudah diterima
Suggested shortcut: /sampai
Halo Kak [NAMA PEMBELI], menurut pelacakan kurir, paket pesanan [NOMOR PESANAN] sudah sampai. Semoga sesuai ya. Kalau ada yang rusak, kurang, atau tidak sesuai, kirim foto atau video pembukaan paket ke chat ini dalam [BATAS HARI] hari. Kami bantu sesuai ketentuan toko: [TAUTAN HALAMAN KETENTUAN]
Minta ulasan
Suggested shortcut: /ulasan
Terima kasih sudah belanja di [NAMA TOKO], Kak [NAMA PEMBELI]. Kalau berkenan, boleh bantu tulis ulasan singkat di sini: [TAUTAN ULASAN] Ulasan Kakak membantu pembeli lain memilih, dan membantu kami tahu apa yang perlu diperbaiki. Tidak wajib, terima kasih banyak.
Stok habis
Menawarkan pengganti
Suggested shortcut: /stokhabis
Halo Kak [NAMA PEMBELI], mohon maaf, [NAMA PRODUK] [VARIAN] sedang kosong. Pilihan yang bisa kami tawarkan: 1. Ganti ke [PRODUK ATAU VARIAN LAIN], harga Rp [HARGA] 2. Menunggu stok baru, perkiraan tersedia [TANGGAL] 3. Batalkan item ini. Kalau sudah membayar, dananya kami kembalikan penuh ke [REKENING ATAU METODE ASAL] Kakak mau pilih yang mana?
Di luar jam kerja
Balasan saat toko tutup
Suggested shortcut: /tutup
Halo, terima kasih sudah menghubungi [NAMA TOKO]. Saat ini di luar jam operasional kami. Jam buka: [HARI] pukul [JAM BUKA] sampai [JAM TUTUP] [ZONA WAKTU]. Pesan Anda sudah masuk dan kami balas saat jam buka berikutnya. Kalau ingin langsung pesan, katalog dan checkout ada di: [TAUTAN TOKO]
Common questions
Tidy orders from the first chat
On the online shop packages, the cart sends each order to WhatsApp already complete, so these templates simply carry it on.
See the online shop packages