Most adoptedPost-purchase
Order Confirmation
- Confirm every order on WhatsApp the moment it is placed
- Filter fake cash-on-delivery orders before they ship
- Send prepaid buyers a summary with tracking
Sends onRuns on
Shipping & Delivery Updates
Tell the customer where the order is before they have to ask, at every step from dispatch to the door.
Good news, Nour. Order #5290 is on its way with Aramex.
Track it any time:
yourstore.com/track/5290
Type a message
What it is
- A shipping update flow messages the customer at each stage of delivery, without them asking.
- It follows real courier events, so the message matches what is actually happening to the parcel.
- Three messages at most: dispatched, out for delivery, arrived.
- Each one carries the tracking link, so checking never requires contacting you.
Who runs it
- Any brand where delivery questions are reaching support in volume.
- Most valuable where the delivery window is long or unpredictable, which is most of the region.
- Brands selling refillable or repeat-purchase products get a second benefit from the delivered message.
- It needs a courier that reports status back. Without that, this flow cannot run.
How it works
- The order is marked fulfilled and the first message goes out with the courier and the tracking link.
- The flow then waits for a real event rather than a fixed delay.
- When the courier marks it out for delivery, a second message gives the window.
- When it is delivered, a third message confirms it, and can carry a recommendation.
- If nothing moves for two days, the flow can route the order to a person to chase.
Why it works
- Where is my order is the biggest single support driver for direct-to-consumer brands here.
- A question answered before it is asked costs nothing. The same question in an inbox costs a reply.
- Delivery updates get opened at a rate nothing else in the stack matches, because the customer is waiting for them.
- That open is the only moment in the order when a recommendation is genuinely welcome.
Where Is My Order Is A Support Ticket. Or It Is A Sales Channel.
Where is my order is the biggest driver of support volume for direct-to-consumer brands in this region. Every one of those messages is a question you could have answered before it was asked. Answer it first and the ticket never opens, and you have earned attention at the exact moment the customer is most engaged with your brand.
The moment
The parcel leaves
Your store marks the order fulfilled and the first update goes out.
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What You Give, What You Get
What you give already exists in your store. What you get comes back automatically.
What you give
- Phone number
- Fulfilment status
- Tracking link
- Courier nameoptional
- Delivery windowoptional
What you get
- Updates at each real stage
- Support tickets that never open
- An open at peak engagement
- A recommendation on the delivered message
What Makes It Work, And What Breaks It
The difference between recovering orders and annoying people is in these details.
Do this
Follow events, not a timer
A guessed timeline that says out for delivery when it is not is worse than sending nothing at all.
Three messages, no more
Dispatched, out for delivery, arrived. Every extra courier status is noise the customer did not ask for.
Put the window in the second message
It is the one thing that lets someone plan to be in, which is what prevents a failed delivery.
Sell only on the delivered message
The other two are service. Attaching an offer to them turns a helpful update into an ad.
Have a plan for a stalled parcel
If nothing moves for two days, say so before the customer does. Silence undoes the trust the updates built.
Name the courier
People want to know who is knocking, and it saves your support team the follow-up question.
What goes wrong
Forwarding every courier status
Scanned at hub, in transit, at facility. This is how a helpful flow becomes a muted one.
Announcing delivery before it happens
One wrong out-for-delivery message costs more trust than five correct ones build.
Selling on the first message
They are waiting for a parcel. An offer at that moment reads as tone deaf.
No courier integration
Without real shipping statuses written back, this flow cannot run. Do not fake it with delays.
Going quiet when something goes wrong
The updates set an expectation. Breaking it exactly when the customer is anxious is the worst moment to disappear.
How It Changes By Industry
Same flow, different timing and wording.
Grocery & Q-commerceOne message, not three
Same-day delivery does not need a dispatch update. Out for delivery, with a window, is the whole flow.
Fashion & ApparelDelivered is the moment to cross-sellThey are holding the item. Pair it with what people who bought it actually bought next.
Home, Decor & GiftingTell the buyer, not the recipientGifts are delivered to somebody else. The updates go to the person who paid, or you spoil the surprise.
Optical & EyewearLenses take longer, say soPrescription work has a real lead time. Setting it in the first message prevents most of the chasing.
Beauty & FragranceUse delivered to start the refill clockFor consumables, the delivered date is what the replenishment reminder counts from.
See how it is builtThe real builder canvas, with the setup direction on every node.
TriggersTrigger Event
- Event
- Order fulfilled
Fulfilled, which is when the parcel actually leaves.
MessagingWhatsApp
- Template
- order_shipped
- Includes
- Courier + tracking
Courier and tracking link. No selling here.
TimingWait for Event
- Wait for
- Out for delivery
A real courier event, never a guessed delay.
MessagingWhatsApp
- Template
- out_for_delivery
The window is the most useful thing you can send.
TimingWait for Event
- Wait for
- Delivered
Delivered, confirmed by the courier.
RecommendationsProduct Recommendations
- Source
- Purchase history
Only here. This is the one welcome moment.
MessagingWhatsApp
- Template
- delivered_next_pick
Confirm it landed, then one idea.
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Before you start
- A courier that writes shipping statuses back to the order.
- A tracking link available on the order.
- A WhatsApp Business sender connected and verified.
- Templates for each stage, approved.
Every node carries its own setup direction. Drag the canvas to move around it, or open it full screen.
Questions About This Flow
Is three messages too many?
These are the messages customers otherwise ask for. Each one answers a question they were about to send you, which is why they get read rather than muted.
Does this work with our courier?
It reacts to fulfilment and shipping events on your store, so any courier that writes status back will drive it. If yours does not, this flow cannot run.
What results should we expect?
We do not publish a figure for this flow. Its attributed orders are not cleanly separable from order confirmation in our current reporting, and a borrowed number would be worse than none. Measure it on support volume instead.
How do we measure whether it is working?
Count delivery questions reaching support before and after. That is the number this flow moves, and it moves quickly.
Should we sell in these messages?
Only in the last one. The first two are service, and attaching an offer to them turns a useful update into an advert.
What happens if a parcel gets stuck?
Add a branch that fires when nothing has moved for 48 hours and routes the order to a person. Going quiet at that point undoes the trust the earlier messages built.
Run It Alongside
The flows that protect the order you just recovered.
Judge.me integratedPost-purchase
Post-Purchase Feedback
- Ask for a one-tap rating on WhatsApp after delivery
- Publish four and five star reviews through Judge.me
- Route low scores to a person, not a bot
See It Running On Your Own Store.
We will connect your store, switch this flow on, and show you what it recovers. Setup takes an afternoon, and you keep everything it builds.