WhatsApp template · Utility
Cash on Delivery Confirmation WhatsApp Template for E-commerce & D2C Brands
A ready-to-adapt WhatsApp message for e-commerce stores and D2C brands, with placeholders, sample values and compliance notes.
When to Send This Message
Send for COD orders before shipping to reduce refused deliveries. For e-commerce stores and D2C brands, this is one of the everyday messages that keeps shoppers informed without a phone call. It can be sent manually from a panel at first and automated later through an API.
Order updates, cash-on-delivery confirmation and returns communication strongly affect repeat purchases and RTO (return to origin) rates.
The WhatsApp Template
Hi {{1}}, please confirm your Cash on Delivery order {{2}} for Rs. {{3}} from [Business Name]. Reply YES to confirm or NO to cancel.[Business Name]
Example with sample values
Hi Sneha, please confirm your Cash on Delivery order EC10293 for Rs. 1,499 from [Business Name]. Reply YES to confirm or NO to cancel.
Replace [Business Name] with your registered brand name. Links shown use example.com as a placeholder; use your own domain.
Placeholders and Sample Values
| Placeholder | Meaning | Sample value |
|---|---|---|
| {{1}} | Customer | Sneha |
| {{2}} | Order id | EC10293 |
| {{3}} | Amount | 1,499 |
Filling in each placeholder
- Customer (sample: Sneha): Use the first name or the salutation the customer gave you; fall back to a neutral greeting if the field is empty.
- Order id (sample: EC10293): Use the same reference format that appears on your invoices, receipts or software, so customers and staff can match it quickly.
- Amount (sample: 1,499): Write amounts as Rs. 1,499 rather than with the rupee symbol, which forces Unicode encoding in SMS and shortens each part to 70 characters.
This template has 3 placeholders and a body of 145 characters before values are filled in. WhatsApp allows up to 1,024 characters in a template body, but short messages with one clear action get the best response.
Category and Approval
Utility templates must relate to a specific transaction, account or request the customer already has with you, such as a confirmation, reminder or status update. Do not add offers or promotional lines, as Meta may reclassify the template as marketing.
Compliance Checklist
- The customer has opted in to receive WhatsApp messages from your business, and you keep a record of the opt-in.
- Variables are numbered in order and you provide sample values when submitting; avoid starting or ending the body with a variable.
- Links point to your own website or a trusted domain, and button labels are short and clear.
Rules to keep in mind for E-commerce & D2C Brands
The Consumer Protection (E-Commerce) Rules, 2020 require clear seller details, prices, return and refund policies and grievance officer information. The CCPA's 2023 guidelines prohibit dark patterns such as false urgency and drip pricing, and marketing messages need opt-in.
General guidance, not legal advice. Rules change, so confirm current requirements before launch. See our WhatsApp compliance guide for India.
Tips for Better Results
- Keep one purpose per message; if you need to send a reminder and a document, the reminder should still make sense on its own.
- Use the customer's name and a reference number so the message is easy to trust and to search for later.
Need this WhatsApp template set up?
We register, submit and connect templates for you, and send test messages before launch.
Questions About This Template
When should a online store send the cash on delivery confirmation message?
Send for COD orders before shipping to reduce refused deliveries. If customers reply, make sure someone on your team monitors and answers.
Why is this template in the Utility category?
Utility templates must relate to a specific transaction, account or request the customer already has with you, such as a confirmation, reminder or status update. Do not add offers or promotional lines, as Meta may reclassify the template as marketing.
Can I change the wording?
Yes. Adapt the text to your business, but keep it clear and specific, keep variables in order and submit realistic sample values. Any change to an approved template needs re-approval.
Can DND Teams set this up for my online store?
Yes. We adapt the template to your business, register or submit it, and connect it to your software or our panel. Share your use case on WhatsApp or through the form.
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