WhatsApp cash on delivery confirmation templates

A cash on delivery confirmation message asks the customer to confirm the order, the amount to pay at the door and the delivery address before you ship. Below are 10 templates to copy, from the first confirmation to reminders, address checks and an offer to pay online instead. AeroChat sends them when a COD order comes in and updates the order from the customer’s reply.

Why confirm COD orders before dispatch

A cash on delivery order can cost you the shipping both ways if the customer refuses it at the door or was never reachable. A short confirmation before dispatch catches wrong addresses, duplicate orders and orders the customer no longer wants.

The message needs three things: what was ordered, the exact amount to have ready, and the address it is going to. Then one clear question: should we ship it?

The WhatsApp rules that apply

If the customer messaged you in the last 24 hours, you can send any of these as a free-text reply. Outside that 24-hour customer service window, a business-initiated message needs an approved template. These messages fit Meta’s utility category when they are about the customer’s own order or account and contain nothing promotional. Meta’s guidelines say utility templates must not promote products, upsell, cross-sell or include offers. A template that mixes an update with a promotion is classed as marketing. See the WhatsApp message templates guide, WhatsApp message templates and template approval.

Source: Meta’s WhatsApp template category guidelines on developers.facebook.com, as of November 2026.

10 WhatsApp cash on delivery confirmation templates to copy

Copy a template, change the wording to match how your store talks, and keep the variables in double curly brackets. AeroChat fills them from your store data when it sends the message.

1. First COD confirmation

Use as soon as a cash on delivery order is placed.

Hi {{customer_name}}, thanks for your order from {{store_name}}.
Order {{order_number}}: {{order_items}}
Amount to pay on delivery: {{order_total}}
Delivery address: {{shipping_address}}
Please reply YES to confirm and we'll ship it, or NO to cancel.

2. Short confirmation

Use for small orders or repeat customers.

Hi {{customer_name}}, please confirm your cash on delivery order {{order_number}} for {{order_total}}.
Reply YES to ship it or NO to cancel.

3. Address check

Use when the address looks incomplete, such as no unit number.

Hi {{customer_name}}, we're ready to ship order {{order_number}} by cash on delivery.
The address we have is {{shipping_address}}. Is it complete, including the unit or house number?
Reply YES if it's correct, or send the full address here.

4. Reminder, no reply yet

Use once if the customer hasn’t answered the first message.

Hi {{customer_name}}, we haven't shipped your order {{order_number}} yet because we're waiting for your confirmation.
Amount to pay on delivery: {{order_total}}
Reply YES to ship it, or NO if you no longer need it.

5. Final reminder before cancel

Use when your policy cancels unconfirmed COD orders after a set time.

Hi {{customer_name}}, this is a last reminder about order {{order_number}}.
If we don't hear from you by {{cancel_deadline}}, we'll cancel it. Reply YES to ship it.

6. Confirmed, with dispatch date

Use right after the customer confirms.

Thanks {{customer_name}}, your order {{order_number}} is confirmed.
It ships on {{dispatch_date}} with {{courier_name}}. Please have {{order_total}} ready when it arrives.
I'll send the tracking link here.

7. Offer to pay online instead

Use when you’d like the customer to prepay, for example to ship sooner.

Hi {{customer_name}}, your order {{order_number}} is ready to confirm.
You can pay {{order_total}} in cash on delivery, or pay online now and skip the cash at the door.
Reply CASH to keep cash on delivery or ONLINE and I'll send a secure payment link.

8. High-value order check

Use when the order total is above the level you set.

Hi {{customer_name}}, thanks for your order {{order_number}} of {{order_total}}.
Because this is a larger cash on delivery order, we'd like to confirm it with you before it ships.
Reply YES to confirm, or tell us if anything should change.

9. Possible duplicate order

Use when the same customer placed two similar orders close together.

Hi {{customer_name}}, we received two orders from you today: {{order_number_1}} and {{order_number_2}}.
Do you want both, or should we ship only one? Reply BOTH, or the order number to keep.

10. Canceled at the customer’s request

Use when the customer replies NO.

Thanks for letting us know, {{customer_name}}. Order {{order_number}} is canceled and nothing will be delivered.
If you change your mind, just reply here and I'll help you order again.

Send these automatically with AeroChat

AeroChat sends the first confirmation when a cash on delivery order lands in your store platform, such as Shopify, WooCommerce or Wix, then acts on the reply in the same chat:

Order details: items, total, address and order number come from the order.
YES: AeroChat tags the order as confirmed so your team or courier booking can go ahead. With POS Malaysia or EasyParcel connected, the shipment can be booked straight away.
NO: AeroChat cancels the order or tags it for your team, as you set in the workflow.
New address: AeroChat reads the address back to the customer and updates the order once they confirm it.
ONLINE: AeroChat sends a payment link and switches the order to prepaid once payment is detected automatically.
No reply: the reminder and final reminder go out at the times you choose.

See WhatsApp COD confirmation, confirming COD orders before shipping and reducing failed cash on delivery orders.

Questions

Is a COD confirmation a utility template?

It fits Meta’s utility category when it is about the customer’s own order and contains nothing promotional. Keep offers out of it. The “pay online instead” version is about paying for the same order, not a promotion.

What if the customer replies in their own words instead of YES?

AeroChat reads the reply as written, in the customer’s language, so “ok send it” or “yes but change the address” are handled like a YES or an address change.

When should I cancel an unconfirmed order?

That is your policy. Many stores send one reminder and a final notice before canceling. Set the timing in the workflow and AeroChat follows it.

Can AeroChat book the courier after confirmation?

Yes, when your courier has an API connected to AeroChat, such as POS Malaysia or EasyParcel. Otherwise the order is tagged as confirmed for your team to ship.

Confirm every COD order before it ships

Connect your WhatsApp number and your store, and AeroChat confirms each cash on delivery order with the customer and updates the order from their reply. Start your 7-day free trial. No credit card needed.

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