Order delayed update with honest new date
Tells the customer their order is running late before they have to ask, with the reason, a new date and the option to cancel.
The new expected delivery date is Monday, 17 November{{4}}. We are keeping an eye on it and will message you if anything changes again.
If you would rather not wait, you can cancel for a full refund using the button below.
It updates the customer about their own order and offers to cancel it, which is utility. Offering a discount code as an apology is kind, but it makes the message marketing, so send any voucher separately.
Variables
| Variable | What goes in | Example |
|---|---|---|
| {{1}} | customer name | Sameer |
| {{2}} | order number | #2290 |
| {{3}} | reason | heavy rain has held up courier routes in your area |
| {{4}} | new delivery date | Monday, 17 November |
When to use it
Send it the moment you know an order will miss its promised date, not after the customer chases you. Proactive delay messages turn an angry customer into an understanding one. The cancel option keeps it honest and stops chargebacks and bad reviews.
Best time to send. As soon as the delay is known, within business hours.
Quick reply for the WhatsApp Business app
No variables in the app: replace the [bracketed] parts before you send.
Hi [customer name], we are sorry: order [order number] is running late because [reason].
The new expected delivery date is [new delivery date]. We are keeping an eye on it and will message you if anything changes again.
If you would rather not wait, you can cancel for a full refund using the button below.
/orderdelay
Meta template-ready version
For WhatsApp Manager or any WhatsApp Business API tool. Checked against Meta's limits.
| Category | UTILITY |
|---|---|
| Language | English (en) |
| Header | Update on your order20/60 |
| Body | 272/1024 characters, 4 variables |
| Footer | None |
| Buttons | I will waitQuick reply, 11/25 Cancel and refundQuick reply, 17/25 |
Tips
- Give a real reason in plain words; "due to unforeseen circumstances" makes people suspicious.
- Only give a new date you are confident of. A second delay hurts twice as much.
- Process cancellations from this message within 24 hours, or the goodwill is lost.
Variations
Shorter or warmer versions of the same message.
Hi Sameer, sorry, your order #2290 is delayed by the rains. New date: Monday 17 Nov. Reply CANCEL if you would prefer a refund.
Sameer, quick heads-up: order #2290 will reach you on Monday instead of Friday. We apologise for the wait.
Send this automatically with Kredoo
Kredoo fills in the name, date and amount from your CRM or booking and sends it at the right moment: on confirmation, the day before, an hour before. Replies land in one shared inbox.
Related templates
All order confirmation, shipped and delivered- Order updateEnglishRefund processed message with UTRConfirms a refund has been sent, with amount, method, reference number and the usual time the bank takes, so the customer can check.
- Order updateEnglishReturn pickup scheduled messageConfirms a return request and the pickup date, and tells the customer exactly how to pack the item so the return is not rejected.
- Order updateEnglishExchange request confirmation for size or colourConfirms a size or colour exchange, which item is coming in place of which, and that pickup and delivery happen in the same visit.
- Order updateHindiOrder shipped with tracking number in HindiA Hindi shipping update with courier name, tracking number and a track button, for stores selling to Hindi-speaking customers.
- Abandoned cartEnglishAbandoned cart message offering help with questionsTurns the cart reminder into a conversation: offers to answer questions about delivery, returns or the product before the shopper decides.
- Abandoned cartEnglishAbandoned cart reminder with a small discountA low-key second or third nudge with a modest, real discount code and an honest expiry, for shoppers who did not return after a plain reminder.
In other languages: Order shipped with tracking number in Hindi · Out for delivery message in Telugu
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