Facebook Messenger order confirmation templates

A Messenger order confirmation repeats the order number, the items, the total paid and what happens next. Send it within 24 hours of the customer’s last message, which is easy when the order was placed in the chat. Below are 9 templates to copy. AeroChat sends the confirmation itself once it detects the payment, so the customer never has to type “paid”.

Messenger rules to know before you send

The 24-hour window. You can reply freely within 24 hours of the customer’s last message, and those replies may include offers.
After 24 hours, only approved message types. Meta allows specific options outside the window, such as a reply from a person on your team within a separate 7-day period, approved message tags and utility messages. Using a tag outside its approved use can restrict your Page’s messaging.
Ads give you longer. When the customer’s first message comes from a click-to-Messenger ad, the window can last up to 7 days. See click-to-Messenger ads.
Orders from your website. If the customer ordered on your site and hasn’t messaged you in the last 24 hours, you can’t start a Messenger chat with them. Send that confirmation by email or on WhatsApp with an approved template, and answer their replies on Messenger when they write.

Messenger rules from Meta’s Messenger Platform policy overview, checked 11 November 2026.

9 Messenger order confirmation templates to copy

Replace the words in double curly brackets with the order details. Keep the total exactly as charged, discounts included.

1. Standard confirmation

When to use it: after any paid order.

Thanks {{customer_name}}! Your order {{order_number}} is confirmed.
{{items}}
Total paid: {{total}}
We'll send your tracking link here once it ships.

2. Order placed in the chat

When to use it: after the customer paid by a payment link in Messenger.

Payment received, thank you {{customer_name}}. Order {{order_number}} is confirmed: {{items}}, {{total}} with delivery. It ships on {{dispatch_date}} to {{delivery_address}}.

3. With delivery estimate

When to use it: when the delivery date is known.

Hi {{customer_name}}, order {{order_number}} is confirmed. Expected delivery: {{delivery_date}}. Reply here if anything about your order needs to change.

4. Store pickup

When to use it: for orders collected in person.

Hi {{customer_name}}, order {{order_number}} is confirmed for pickup at {{pickup_location}}. We'll message you when it's ready. Please bring your order number.

5. Pre-order

When to use it: when the item ships later.

Thanks {{customer_name}}! Your pre-order {{order_number}} for {{product_name}} is confirmed. It's due to ship on {{ship_date}}. We'll message you here when it's on its way.

6. Custom or personalized item

When to use it: when the order includes engraving, sizing or other details.

Hi {{customer_name}}, your order {{order_number}} is confirmed. Here are your personalization details: {{custom_details}}. Please check them and reply within {{hours}} hours if anything needs to change.

7. Cash on delivery

When to use it: when the customer pays when the parcel arrives.

Hi {{customer_name}}, your order {{order_number}} is confirmed for cash on delivery. Please have {{total}} ready when it arrives. Reply CONFIRM to ship it, or CANCEL if you no longer want it.

8. Split shipment

When to use it: when items ship in more than one parcel.

Hi {{customer_name}}, order {{order_number}} is confirmed. It will arrive in {{parcel_count}} parcels. We'll send a tracking link for each one here.

9. Address check

When to use it: when the address looks incomplete.

Thanks {{customer_name}}! Order {{order_number}} is confirmed. Before we ship, can you confirm your address? {{delivery_address}}

Tips for writing your own

Copy the total from the order, not from the product page, so discounts and shipping are right.
Say what happens next and when.
Invite replies. A confirmation customers can answer saves an email.

Send these automatically with AeroChat

When a customer buys in Messenger, AeroChat sends the payment link, detects the payment and confirms the order in the same chat. For orders placed on your store, it reads the order when the customer messages and answers from it.

Template	What triggers it	Filled from
Order placed in the chat (2)	The payment link is paid. AeroChat detects it automatically.	The order created in your store and the payment from Airwallex.
Standard, delivery estimate, split shipment (1, 3, 8)	A new order for a customer who messaged you in the last 24 hours.	Order, items, total and shipping from your store platform.
Pickup, pre-order, custom item (4, 5, 6)	An order with that delivery method, product type or note.	The order’s delivery method, product tags and notes.
Cash on delivery, address check (7, 9)	A COD order, or an address missing a unit or postcode.	The order’s payment method and address. See confirming COD orders.

Customer, on Messenger: OK, I’ll take the large one. (example)

AeroChat: Great. The Canvas tote in large is US$45, plus US$6 delivery (example). Here’s your secure payment link.

AeroChat: Payment received, thank you Sam. Order #5120 is confirmed: 1 x Canvas tote, large, US$51 with delivery. It ships tomorrow.

Behind the reply: The order was created in the store and the payment was detected automatically. Sam didn’t need to type “paid”.

Copy this into AeroChat

When a customer on Messenger is ready to buy, confirm the items, size, address and total with shipping, then send a payment link. When the payment is received, create the order in our store and send the confirmation: order number, items, total paid and the dispatch date. If the order is cash on delivery, ask the customer to reply CONFIRM or CANCEL before we ship. Hand changes to a packed order to our orders team with the order number. Reply in the customer’s language.

Change the dispatch rules and the hand-over cases to match your store before you paste it.

Questions

Can I send order confirmations on Messenger for website orders?

Only if the customer messaged your Page in the last 24 hours. Otherwise use email or an approved WhatsApp template.

Does the customer need to tell us they paid?

No. AeroChat detects the payment from the payment link and confirms the order automatically.

Will the confirmation show the discounted price?

Yes. AeroChat reads the total from the order, so it matches what the customer was charged.

Answer Messenger at any hour, from your store data

Connect your Facebook Page, your store and Airwallex, and AeroChat takes the order and confirms it in the same Messenger chat. Start your 7-day free trial. No credit card needed. See plans on the pricing page.

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On Shopify? Install AeroChat from the Shopify App Store.