WhatsApp shipping update templates

A WhatsApp shipping update tells the customer their order has shipped, with the courier, tracking link and expected delivery date. Below are 10 templates to copy for shipped orders, split shipments, international parcels, preorders and tracking changes. AeroChat sends them when an order is fulfilled in your store and answers “where is my order?” from live tracking.

What a shipping update should do

Every shipping update you send is a “where is my order?” question you don’t have to answer. Include the courier name, the tracking link and the expected delivery date. If the order shipped in parts, say what’s in each parcel.

Keep it to the facts of the shipment, so it can stay a utility message.

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 shipping update 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. Order shipped

Use when the order is handed to the courier.

Hi {{customer_name}}, your order {{order_number}} from {{store_name}} has shipped.
Courier: {{courier_name}}
Tracking: {{tracking_url}}
Expected delivery: {{delivery_date}}

2. Short shipped update

Use for local, fast deliveries.

Hi {{customer_name}}, order {{order_number}} is on its way and should arrive {{delivery_date}}. Track it here: {{tracking_url}}

3. Split shipment

Use when the order ships in more than one parcel.

Hi {{customer_name}}, your order {{order_number}} is coming in {{parcel_count}} parcels.
Parcel 1: {{parcel_1_items}}, tracking {{tracking_url_1}}
Parcel 2: {{parcel_2_items}}, tracking {{tracking_url_2}}

4. International order

Use for cross-border shipments.

Hi {{customer_name}}, your order {{order_number}} has shipped to {{destination_country}}.
Tracking: {{tracking_url}}
International delivery usually takes {{transit_days}} days. Any import duties are charged by your local customs.

5. Preorder shipped

Use when a preorder finally ships.

Hi {{customer_name}}, good news. Your preorder {{order_number}} for {{product_name}} has shipped.
Track it here: {{tracking_url}}. Expected delivery: {{delivery_date}}.

6. Tracking number changed

Use when the courier reissues tracking or the parcel moves to a local partner.

Hi {{customer_name}}, your order {{order_number}} has been handed to {{new_courier_name}} for final delivery.
Your new tracking link is {{tracking_url}}.

7. Parcel in transit, no update

Use when tracking hasn’t moved for a few days.

Hi {{customer_name}}, your order {{order_number}} is still in transit with {{courier_name}}.
Tracking hasn't updated since {{last_scan_date}}, which can happen between scan points. We're keeping an eye on it and will message you here if anything changes.

8. Address problem

Use when the courier reports an address issue.

Hi {{customer_name}}, {{courier_name}} couldn't match the address for order {{order_number}}: {{shipping_address}}
Please reply with the full address, including unit number and postal code, so we can update it.

9. Arrived at local hub

Use when the parcel reaches the last depot.

Hi {{customer_name}}, your order {{order_number}} has arrived at the {{hub_location}} hub and should be out for delivery within {{days_to_delivery}} days.

10. Shipped with cash on delivery

Use for COD orders, so the customer knows the amount.

Hi {{customer_name}}, your order {{order_number}} has shipped with {{courier_name}}.
Please have {{order_total}} ready when it arrives on {{delivery_date}}.
Tracking: {{tracking_url}}

Send these automatically with AeroChat

AeroChat sends shipping updates when an order is fulfilled in your store platform, such as Shopify, WooCommerce or Wix and when the courier’s tracking changes. Tracking comes from couriers connected through their API, such as POS Malaysia and EasyParcel, or a tracking app such as AfterShip:

Shipped, split and preorder updates: triggered by fulfillments on the order, with the tracking number and courier from each one.
Expected delivery date: comes from the courier’s estimate when it gives one.
No update and new courier: triggered by tracking events or by no scan for the number of days you set.
Address problems: AeroChat takes the corrected address in the chat, reads it back and updates the order or passes it to the courier.
“Where is my order?”: AeroChat verifies the customer by email or phone and gives the live status.

See WhatsApp order tracking and stopping “where is my order” questions.

Questions

Is a shipping update a utility template?

Yes. Meta’s guidelines give a notice that a package is on its way, with tracking details, as a utility example. Keep offers out of it.

How many shipping updates should I send?

Shipped and out for delivery cover most orders. Add delay and address messages only when something goes wrong.

What if tracking stops updating?

Tell the customer before they ask, say you’re watching it, and give a date for the next update. See what to tell customers when tracking isn’t updating.

Which couriers does AeroChat work with?

Any courier or tracking app with a public API can be connected through a workflow. POS Malaysia, EasyParcel and AfterShip have their own pages.

Send shipping updates from live tracking

Connect your store and courier, and AeroChat sends shipping updates on WhatsApp and answers “where is my order?” from live tracking. Start your 7-day free trial. No credit card needed.

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