Instagram order confirmation templates

An Instagram order confirmation repeats the order number, the items, the total paid and when it ships. Because Instagram only lets you message people who wrote to you first, DM confirmations fit orders taken in the DM. Below are 9 templates to copy. AeroChat sends the confirmation itself once it detects the payment, so the customer never types “paid”.

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.
Website orders. If the customer ordered on your website and hasn’t DMed you in the last 24 hours, you can’t start a DM to confirm it. Use email or an approved WhatsApp template, and answer their DMs when they write.

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

9 Instagram order confirmation templates to copy

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

1. Order taken in the DM

When to use it: right after the payment link is paid.

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

2. Short confirmation

When to use it: when the customer already saw the details.

All set, {{customer_name}}! Order {{order_number}} is confirmed. We'll DM your tracking link when it ships.

3. With delivery date

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

Hi {{customer_name}}, order {{order_number}} is confirmed and should arrive by {{delivery_date}}. Reply here if anything needs to change.

4. Drop or limited release

When to use it: for a limited product.

You got one, {{customer_name}}! Your {{product_name}} from our {{drop_name}} is confirmed, order {{order_number}}. It ships on {{dispatch_date}}.

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 DM you when it's on its way.

6. Custom or made to order

When to use it: for personalized items.

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

7. Local 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 DM you when it's ready.

8. 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 this address? {{delivery_address}}

9. Gift order

When to use it: when the order goes to someone else.

Hi {{customer_name}}, your gift order {{order_number}} is confirmed and goes to {{recipient_name}}. We'll leave the price off the packing slip. Your message for the card: {{gift_note}}

Tips for writing your own

Send it the moment the payment lands, while the customer is still in the chat.
Copy the total from the order, discounts and shipping included.
Say when it ships. It’s the next question they’ll ask.

Send these automatically with AeroChat

AeroChat takes the order in the DM: it confirms the item and size, reads back the total with shipping, sends the payment link, detects the payment and sends the confirmation. The order is created in your store at the same time.

Template	What triggers it	Filled from
Order taken in the DM, short confirmation (1, 2)	The payment link is paid. AeroChat detects it automatically.	The order in your store and the payment from Airwallex.
Delivery date, drop, pre-order (3, 4, 5)	A paid order with a known date, a drop product or a pre-order item.	Product tags and shipping settings from your store platform.
Custom, pickup, gift (6, 7, 9)	An order with notes, a pickup method or a gift recipient.	The order’s notes and delivery method.
Address check (8)	An address missing a unit number or postcode.	The address on the order.

Customer, in an Instagram DM: I’ll take the cream one in M. (example)

AeroChat: Lovely choice. The Knit cardigan in cream, size M, is US$58 plus US$5 delivery (example). Here’s your secure payment link.

AeroChat: Payment received, thank you Mia! Order #2291 is confirmed: 1 x Knit cardigan, cream, M, US$63 with delivery. It ships tomorrow.

Behind the reply: AeroChat checked stock, created the order and detected the payment. Mia never had to say she’d paid.

Copy this into AeroChat

When a customer in our Instagram DMs is ready to buy, confirm the item, size and color, check it’s in stock, and read back the total with shipping to their address. Send a payment link. When the payment is received, create the order in our store and send the confirmation with the order number, items, total paid and the dispatch date. If the address is missing a unit number or postcode, ask before we ship. Reply in the customer’s language.

Change the dispatch rules to match your store before you paste it.

Questions

Can I confirm website orders in Instagram DMs?

Only if the customer DMed you in the last 24 hours. Instagram doesn’t let a business start a DM.

Does the customer need to send a payment screenshot?

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

Where does the order go?

AeroChat creates it in your store, so stock, fulfillment and reports stay in one place.

Answer Instagram DMs from your store data

Connect Instagram, your store and Airwallex, and AeroChat takes and confirms orders in the 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.