by FidusSend four WhatsApp messages after every order: confirmed, packed, shipped with tracking, and delivered. They answer the customer’s questions before she asks them, and cut “where is my order?” chats to almost nothing.
Message only customers who agreed to hear from you on WhatsApp. On the free Business app you send these by hand with quick replies; automatic sending needs the WhatsApp Business Platform and pre-approved utility templates.
The order is placed. Now the questions start.
"Has my order been sent?" "When will it reach?" "Is this the right tracking number?" For a small seller, the hours after a sale are spent answering the same three questions on WhatsApp, one customer at a time.
The fix is not more staff. It is four messages, sent at the right moments, that answer the question before the customer asks it. Here is the flow, the wording, and what WhatsApp's rules allow.
The four messages
1. Order confirmed (immediately after payment)
Hi {{name}}, thank you for your order {{order_id}} from {{store}}. We've received your payment of ₹{{amount}}. We'll message you here when it's packed.
2. Order packed (when it leaves the workbench)
Hi {{name}}, your order {{order_id}} is packed and ready to ship. You'll get the tracking number as soon as the courier picks it up.
3. Order shipped (with tracking)
Hi {{name}}, your order {{order_id}} has shipped with {{courier}}. Tracking number: {{tracking}}. Expected delivery: {{date}}.
4. Order delivered (and a gentle ask)
Hi {{name}}, your order {{order_id}} has been delivered. We hope you love it. If anything isn't right, reply here and we'll sort it out.
Keep them short, factual and in the customer's language. These are utility messages, not marketing: no offers, no "shop now" in the same message.
The rules that matter
- Consent first. Only message customers who have agreed to hear from you on WhatsApp. A checkbox at checkout that says so in plain words is the simplest way.
- App vs Platform. On the free WhatsApp Business app you send these by hand, helped by quick replies and labels. Automatic sending needs the WhatsApp Business Platform, which charges per delivered message by category and requires pre-approved templates like the ones above.
- Templates need every field filled. Meta rejects a template message with an empty parameter. If a courier has not assigned tracking yet, wait to send message 3 rather than sending a blank.
- Returns and complaints. Indian e-commerce rules expect a seller to acknowledge a complaint within 48 hours. A delivered message that invites a reply gives the customer an easy, documented channel.
Sakhi Sangini has a clear guide to selling on WhatsApp Business with catalogues, labels and UPI, and another on what Indian law requires of sellers on returns and refunds.
A live example: the Sakhi Sangini Founders Market
Sakhi Sangini, a women's enterprise platform within the Fidus group, runs this exact flow for the founders who sell on it. When a customer orders, she gets a WhatsApp message when the order is confirmed, packed, shipped with tracking, and delivered. The founder gets a WhatsApp alert for every new order with what to send, marks it packed, then shipped with the tracking number, and the customer is updated automatically. In the platform's words: nobody has to chase anyone.
You can see it from the buyer's side by ordering from the Founder Collection, Sakhi Sangini's own range of tees, hoodies, mugs and totes. If you are a woman who makes her own products and wants this set up without building it, you can apply to open a store on Sakhi Sangini.
Running your own store? Here's what to automate
If you sell from your own website, WooCommerce, Shopify or a custom build, the same four messages can be triggered from order status changes:
| Order status | WhatsApp message | Trigger |
|---|---|---|
| Paid | Order confirmed | Payment webhook |
| Processing → Packed | Order packed | Staff marks packed |
| Shipped | Order shipped + tracking | Tracking number saved |
| Delivered | Order delivered | Courier status or manual |
Add one more for abandoned checkouts and one for a review request a few days after delivery, and you have covered most of the messages a small store ever needs. We cover those in our abandoned cart and reviews playbooks.
Want these four messages running on their own?
FLO builds order flows around how your business already runs: your store, your courier, your team. One call to map your order journey.
Book a conversation See what we set upFidusFlo and Sakhi Sangini are both part of Fidus Synergies.