Instagram shipping update templates

A good Instagram shipping update says the order has shipped, who is delivering it and how to track it. Instagram DMs only go out within 24 hours of the customer’s last message, so shipping updates fit orders taken in the DM and customers who are asking. Below are 9 templates to copy. AeroChat sends them from your store’s fulfillment data and answers “where’s my order?” at any hour.

Instagram rules to know before you send

The customer messages first. A business account can only message someone after they have sent it a message. There are no cold DMs on Instagram.
The 24-hour window. Replies go out within 24 hours of the customer’s last message. A reply from a person on your team can use a separate 7-day window.
Ads give you longer. When the first message comes from a click-to-Instagram ad, the window can extend to 7 days. See click-to-Instagram ads.
Updates after 24 hours. If the customer hasn’t messaged you in the last 24 hours, you can’t start a DM with a shipping update. AeroChat answers when they ask, and you can send proactive updates on WhatsApp with an approved template or by email.

Instagram rules from Meta’s Instagram messaging API documentation, checked 11 November 2026.

9 Instagram shipping update templates to copy

Replace the words in double curly brackets with the shipment details from your store.

1. Shipped

When to use it: when the order leaves your warehouse.

Good news, {{customer_name}}! Order {{order_number}} has shipped with {{courier}}. Track it here: {{tracking_link}}

2. Shipped, with delivery date

When to use it: when the courier gives an estimate.

Hi {{customer_name}}, your order is on its way with {{courier}} and should arrive by {{delivery_date}}. Tracking: {{tracking_link}}

3. Out for delivery

When to use it: on the day of delivery.

Hi {{customer_name}}, your order {{order_number}} is out for delivery today. Someone may need to be home to receive it.

4. Delivered

When to use it: when the courier marks it delivered.

Hi {{customer_name}}, {{courier}} shows order {{order_number}} as delivered. Hope you love it! Reply here if anything isn't right.

5. Delayed

When to use it: when the courier reports a delay.

Hi {{customer_name}}, sorry, your order {{order_number}} is running late. {{courier}} now expects to deliver it by {{new_delivery_date}}. Tracking: {{tracking_link}}

6. Part of the order shipped

When to use it: when items ship separately.

Hi {{customer_name}}, part of order {{order_number}} has shipped: {{shipped_items}}. The rest follows by {{next_ship_date}}. Tracking: {{tracking_link}}

7. Delivery attempt missed

When to use it: when the courier couldn’t deliver.

Hi {{customer_name}}, {{courier}} tried to deliver order {{order_number}} but couldn't. You can rebook the delivery here: {{tracking_link}}

8. Ready for pickup

When to use it: for pickup orders.

Hi {{customer_name}}, your order {{order_number}} is ready to collect at {{pickup_location}} from {{pickup_time}}.

9. Answer to “where’s my order?”

When to use it: when the customer asks.

Hi {{customer_name}}, order {{order_number}} is {{order_status}}. It shipped with {{courier}} on {{ship_date}}. Track it here: {{tracking_link}}

Tips for writing your own

Always include the courier name and the tracking link.
Send the delay message before the customer asks.
Keep one update per event. Too many DMs read like spam.

Send these automatically with AeroChat

AeroChat reads fulfillments and tracking from your store and your courier. It sends the update in the DM when the customer is within the 24-hour window, and answers “where’s my order?” any time they ask.

Template	What triggers it	Filled from
Shipped, delivery date, partial (1, 2, 6)	A fulfillment is created in your store, inside the 24-hour window.	Fulfillment, courier and tracking number from your store platform, such as Shopify.
Out for delivery, delivered, delayed, missed (3, 4, 5, 7)	A tracking event from your courier or tracking app.	The courier’s tracking status.
Ready for pickup (8)	The order is marked ready for pickup.	The pickup location on the order.
Where’s my order (9)	The customer asks in a DM.	The order, read after AeroChat confirms the customer’s email or phone.

Copy this into AeroChat

When a customer asks where their order is, ask for the email or phone number on the order and check it matches. Reply with the order status, the courier, the ship date and the tracking link. When one of our orders taken in Instagram DMs ships and the customer messaged us in the last 24 hours, send them the shipped update with the tracking link. If tracking shows a delay, tell them the new delivery date. Hand lost or damaged parcels to our team with the order number. Reply in the customer’s language.

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

Questions

Can I DM every customer when their order ships?

Only customers who messaged you in the last 24 hours. For everyone else, use email or an approved WhatsApp template.

Does AeroChat need the order number?

No. It can find the order by the customer’s email or phone after checking they match.

What if the parcel is lost?

AeroChat passes it to your team with the order and tracking details attached.

Answer Instagram DMs from your store data

Connect Instagram and your store, paste the recipe, and AeroChat answers every “where’s my order?” DM. Start your 7-day free trial. No credit card needed. See plans on the pricing page.

Start your 7-day free trial

On Shopify? Install AeroChat from the Shopify App Store.