WhatsApp Order Confirmation Sent From Your Order System
A WhatsApp order confirmation tells the customer their order went through, with the order number, items and total, on the app they already read. AeroChat sends it as an approved template when your store or order system creates the order, then handles every reply against the same system: Shopify, WordPress with WooCommerce, Square, NetSuite, Odoo or a Google Sheet.
What happens today
The confirmation goes out by email and lands in a promotions tab. The customer is not sure the order went through, so they message the shop on WhatsApp to ask.
Someone on the team opens the order system, finds the order, and types the details back. If the customer then wants to change the address or add an item, that is another message and another lookup, often hours later.
How it runs on WhatsApp
- At checkout the customer ticks a box to get order updates on WhatsApp. Your store saves that opt-in with the order.
- When the order is created, your store or order system sends it to AeroChat by webhook.
- AeroChat reads the order: name, order number, items, total, delivery method and the opt-in. If there is no opt-in, it sends nothing.
- It sends your approved utility template with the order details and a link to the order status page.
- If the customer replies, AeroChat answers from the order record: what was ordered, when it ships, how to pay if payment is pending.
- It writes back to the order: a note that the WhatsApp confirmation was sent, and any change the customer asked for, such as a new delivery note, within the rules you set.
- If the customer asks for something outside those rules, such as changing items on an order that is already packed, it hands the conversation to your team with the order details attached.
The recipe
Copy this into AeroChat
When a new order is created in our store, follow these steps.
- Check whether the customer opted in to WhatsApp order updates. If not, do nothing.
- Send our approved template order_confirmed (example) with their first name, the order number, the order total and the order status link.
- Add a note to the order: “WhatsApp confirmation sent.”
- When the customer replies, find the order by their WhatsApp number. If there is no number or no match, ask for their order number or email.
- Answer questions about items, total, payment and shipping from the order record.
- If they ask to change the delivery note or delivery time before the order is packed, update the order and confirm it back to them.
- If they ask to change items, change the address after the order is packed, or cancel, hand the conversation to our orders team with the order number.
Never promise a delivery date the order record does not show. Reply in the customer’s language.
Create and submit the template in AeroChat first. Meta reviews it and assigns the category. Use the template name Meta approved in step 2.
Connect the systems behind it
- Square: sends new orders to AeroChat and holds the order AeroChat reads when the customer replies.
- NetSuite: triggers the confirmation when a sales order is created and takes the note back on the order.
- Odoo: sends confirmed sales orders and receives delivery note changes from the chat.
- Google Sheets: for shops that sell from a sheet, a new order row triggers the confirmation and the status column is updated.
- Shopify and WordPress. Built in. Order lookup works as soon as the store is connected.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
Each confirmation is a utility template, charged per delivered message, and since 1 October 2026 that also applies when a conversation is already open. Utility messages get volume tiers per market that reset each month. When the customer replies, their message is free, and your replies are service messages, free up to 1,000 a month per business phone number and charged per message after that. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger, TikTok and web chat
The reply side of this workflow runs the same way on Instagram, Facebook Messenger, TikTok (DMs and TikTok Shop buyer chat), Telegram, web chat and email, with the same order connections behind it. A customer who asks about their order on any of them gets the same answer from the same record.
Who uses it
Fashion stores and beauty stores use it to cut “did my order go through” messages after checkout.
Read more: how to send order confirmations on WhatsApp from Shopify.
Questions
Do customers need to opt in before I send a WhatsApp order confirmation?
Yes. A confirmation is a message your business starts, so it needs the customer’s opt-in and an approved template. The usual place to collect the opt-in is a checkbox at checkout, saved with the order.
Can I send the order confirmation as a normal WhatsApp message?
Only if the customer messaged you in the last 24 hours. The customer service window opens with their last message. Outside it, WhatsApp only delivers approved templates, so order confirmations are almost always sent as a template.
How much does a WhatsApp order confirmation cost?
Meta charges each delivered utility template by the customer’s country. The customer’s replies cost nothing, and your replies to them are free up to 1,000 a month per number. AeroChat adds no markup on Meta’s fees.
Is there a limit on how many confirmations I can send in a day?
Meta limits how many unique customers a business can message first in a rolling 24 hours. New business portfolios start at 250, verified ones at 2,000, and the limit then scales to 10,000, 100,000 and unlimited based on quality and use.
Confirm every order where your customers read it
Install AeroChat from the Shopify App Store
Not on Shopify? Start your 7-day free trial.
Related: ordering in chat and order tracking.