WhatsApp shipping update templates in Malay

A WhatsApp shipping update in Malay tells the customer their order has shipped, with the courier, tracking link and expected delivery date. Below are 9 updates written in Malay for shipped orders, split parcels, preorders, courier changes, address problems and cash on delivery, each with an English gloss. AeroChat sends them when an order is fulfilled and answers “where is my order?” from live tracking in the customer’s language.

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.

Writing updates in Malay

Most Malaysian customers expect a friendly, polite tone. “Anda” works for almost everyone. For older or more formal customers, “Tuan/Puan” reads as respectful, and each page includes one formal version.

Customers often mix Malay and English in one message, such as “boleh check stock tak”. The templates use the standard Malay a Malaysian seller would write and keep a few English words customers expect, such as pre-order and COD.

The variables stay in English, such as {{customer_name}}. AeroChat fills them from your store data when it sends the 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.

When you create a template, Meta asks you to assign it a language code. For Malay that is ms. Meta does not translate templates, so you supply the Malay text yourself. A template with the same name in several languages counts as a separate template for each language.

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

9 WhatsApp shipping update templates in Malay

Copy a template, change the wording to match how your store talks, and keep the variables in double curly brackets. Each one has an English gloss underneath so your team knows what it says.

1. Order shipped

Use when the order is handed to the courier.

Hai {{customer_name}}, pesanan {{order_number}} anda dari {{store_name}} telah dipos.
Kurier: {{courier_name}}
Penjejakan: {{tracking_url}}
Jangkaan tiba: {{delivery_date}}

In English: Hi, your order from the store has shipped. Courier, tracking link and expected delivery date are listed.

2. Short shipped update

Use for local, fast deliveries.

Hai {{customer_name}}, pesanan {{order_number}} sedang dalam perjalanan dan dijangka tiba {{delivery_date}}. Jejak di sini: {{tracking_url}}

In English: Hi, your order is on its way and should arrive on the date shown. Track it here.

3. Split shipment

Use when the order ships in more than one parcel.

Hai {{customer_name}}, pesanan {{order_number}} anda akan tiba dalam {{parcel_count}} bungkusan.
Bungkusan 1: {{parcel_1_items}}, penjejakan {{tracking_url_1}}
Bungkusan 2: {{parcel_2_items}}, penjejakan {{tracking_url_2}}

In English: Hi, your order is coming in several parcels. The items and tracking for each parcel are listed.

4. Preorder shipped

Use when a preorder finally ships.

Hai {{customer_name}}, berita baik! Pre-order {{order_number}} untuk {{product_name}} telah dipos.
Jejak di sini: {{tracking_url}}. Jangkaan tiba: {{delivery_date}}.

In English: Hi, good news. Your preorder for the product has shipped. Track it here. Expected delivery date is shown.

5. Courier changed

Use when the parcel moves to a different courier for final delivery.

Hai {{customer_name}}, pesanan {{order_number}} anda telah diserahkan kepada {{new_courier_name}} untuk penghantaran terakhir.
Pautan penjejakan baru anda: {{tracking_url}}

In English: Hi, your order has been handed to a new courier for final delivery. Here is your new tracking link.

6. Parcel in transit, no update

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

Hai {{customer_name}}, pesanan {{order_number}} anda masih dalam perjalanan bersama {{courier_name}}.
Status penjejakan belum dikemas kini sejak {{last_scan_date}}. Ini boleh berlaku semasa bungkusan berpindah antara hab. Kami sedang memantaunya dan akan maklumkan anda di sini jika ada perubahan.

In English: Hi, your order is still in transit with the courier. Tracking has not updated since the date shown. This can happen while a parcel moves between hubs. We are watching it and will tell you here if anything changes.

7. Address problem

Use when the courier reports an address issue.

Hai {{customer_name}}, {{courier_name}} tidak dapat mengesahkan alamat untuk pesanan {{order_number}}: {{shipping_address}}
Sila balas dengan alamat penuh, termasuk nombor rumah atau unit dan poskod, supaya kami boleh kemas kini.

In English: Hi, the courier could not confirm the address for your order. Please reply with the full address, including house or unit number and postcode, so we can update it.

8. Shipped with cash on delivery

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

Hai {{customer_name}}, pesanan {{order_number}} anda telah dipos melalui {{courier_name}}.
Sila sediakan {{order_total}} untuk dibayar apabila barang tiba pada {{delivery_date}}.
Penjejakan: {{tracking_url}}

In English: Hi, your order has shipped with the courier. Please have the amount shown ready to pay when it arrives on the date shown. Tracking link.

9. Formal shipped update

Use for business buyers or a more formal store.

Salam sejahtera Tuan/Puan {{customer_name}}, pesanan {{order_number}} telah kami pos melalui {{courier_name}}.
Nombor penjejakan: {{tracking_number}}
Jangkaan tiba: {{delivery_date}}
Sila balas mesej ini jika ada sebarang pertanyaan.

In English: Greetings Sir or Madam, we have shipped your order with the courier. Tracking number and expected delivery date are listed. Please reply with any questions.

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 or tracking apps connected through their API, for example POS Malaysia or EasyParcel:

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, in Malay if that is how they ask.

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

This template in other languages

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.

Do I need a separate approved template in Malay?

Yes, for messages sent outside the 24-hour window. Meta asks for a language code on each template, ms for Malay, and does not translate it for you. Each language version of the same template counts toward your template limit.

What if the customer writes back in English or mixes languages?

AeroChat replies in the language the customer writes in, including messages that mix Malay and English. The template sets the first message, and the chat continues in their language.

Should I use “anda” or “Tuan/Puan”?

Use “anda” for most customers. It is polite and friendly. Use “Tuan/Puan” for formal messages such as invoices, or if your store talks to older or business customers. Keep one choice across all your templates.

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.

Send Malay 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, in Malay or whichever language the customer writes in. Start your 7-day free trial. No credit card needed.

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