SECTION 01
Give the buyer enough detail to recognize the order
The first message should look like a service message from the store where the customer just ordered. Include the order number, product or short item summary, total cash due and delivery city or address. Ask for one clear action. Long promotional copy makes a transactional check harder to understand, especially on a small screen.
Use the language the buyer used to shop when possible. If you use an approved WhatsApp template, update the wording through your provider's approval process rather than assuming you can edit a live template freely. Keep a store contact route for questions and address corrections.
Store name, order number and a recognizable item.
Cash amount, delivery address and a direct confirm or cancel choice.
A clear route to fix an address or ask a question before dispatch.
SECTION 02
Two short drafts to adapt
These are editorial examples for planning your workflow, not a guarantee that WhatsApp will approve a template exactly as written. Replace every placeholder with order data, then test the complete message on a phone before sending it to customers.
EnglishHi {name}, thanks for ordering from {store}. Order #{order}: {items}. Cash to pay: Rs {total}. Delivery: {address}. Please confirm this order or tell us if the address needs a correction before we ship.
Urduسلام {name}، {store} سے آرڈر کرنے کا شکریہ۔ آرڈر #{order}: {items}۔ ادا کرنے کی رقم: {total} روپے۔ پتہ: {address}۔ روانگی سے پہلے براہِ کرم آرڈر کی تصدیق کریں یا پتے میں تبدیلی بتائیں۔
No-answer follow-upWe are holding order #{order} until we can confirm the details. Please confirm, request a correction or tell us if you no longer need it. We will not dispatch it without reviewing your response.
SECTION 03
Set a fair follow-up window
Send the first message soon enough that the buyer remembers the checkout, but allow a short window for them to fix a mistaken order. Do not message at inappropriate hours. If there is no answer, send one useful reminder and then move the order to a human call list or hold queue. A quiet customer is not automatically a fake order.
Eekaam's WhatsApp app supports a send delay, quiet hours, one reminder and a no-response call list. The settings can be changed to fit your team and dispatch cut-off. Review message costs, sender setup and approved templates before relying on the flow.
Release the order for packing after checking the saved details.
Apply your chosen cancellation and restock policy.
Answer it and correct the order before booking.
Call or hold according to your dispatch policy.
SECTION 04
Treat address changes as an operational event
A buyer who confirms the purchase may still need to change the address. Record the corrected destination on the order before booking; avoid leaving the correction only in a chat thread. If a parcel has already been booked or shipped, check the courier's change-of-address process and cost before promising a reroute.
Eekaam can offer an address-change form after confirmation when supported by the sending route. Its documentation says the order updates before courier booking or shipment; after that, the team is notified rather than silently changing an in-transit parcel.