WhatsApp Order Updates & Post-Delivery Reviews: Keep Buyers Informed Automatically

Automatic order-status updates

From WhatsApp settings, turn on “Send automatic order-status updates”, then toggle the stages you want: order confirmed, cancelled, booked/shipped, out for delivery, delivered and returned. Each stage has an editable message template; leave one blank to use the built-in default. Tokens such as {customerName}, {order.name}, {tracking_number}, {tracking_url} and {courier} are filled in automatically for each buyer. A built-in safeguard ensures a customer is messaged only once per stage, even if a status webhook fires twice.

Post-delivery review requests

Switch on “Ask for a review after delivery” and the platform messages the customer a set number of hours after their order is delivered (24 by default), inviting a rating from 1 to 5 with an optional comment. You also set how many days the request stays open for a reply. When the customer responds, their rating and comment are captured automatically and a thank-you is sent back.

Seeing your reviews

The Customer Reviews page collects everything in one place: your average rating, total reviews received, how many are still awaiting a reply, and the rating distribution — plus a table of each review with the customer, order, store, rating and comment. Low ratings also raise a notification so you can follow up quickly.

Step-by-step

1. 1

   Connect WhatsApp

   Link an active WhatsApp account first — see WhatsApp CRM.

2. 2

   Enable order updates

   Turn on the master switch and pick the stages that should message buyers.

3. 3

   Customise the wording

   Edit any stage template or keep the defaults; tokens fill in names, order numbers and tracking automatically.

4. 4

   Turn on review requests

   Enable post-delivery reviews and set the delay and reply window.

5. 5

   Review the feedback

   Watch ratings arrive on the Customer Reviews page and follow up on low scores.

Frequently asked questions

Troubleshooting