Order update messages

Tell customers on WhatsApp when an order ships, goes out for delivery, arrives, is cancelled or refunded, and ask for a review after delivery.

Content last checked: 2026-10-20

Order update messages keep customers informed on WhatsApp without anyone on your team typing: one message per stage of the order, each with its own wording, timing and buttons. They follow the status of the order in your store, so a message is only possible when your store reports that status to Inboxy.

The six messages

Message	When it is sent
“Order shipped”	When the order is handed to the carrier.
“Out for delivery”	When the driver leaves with the order.
“Order delivered”	When the customer receives the order.
“Review request”	A set time after delivery.
“Order cancelled”	When the order is cancelled in the store.
“Order refunded”	When the money is refunded.

No message is set up yet. Start with Order shipped; it is what customers wait for most.

Which stores can send which message

A message is only available when Inboxy really receives that stage from your platform. Today:

Message	Salla	Zid	Shopify	WooCommerce	Easy Orders
“Order shipped”	Yes	Yes	Yes	Yes	Yes
“Out for delivery”	Yes	No	Yes	Yes	No
“Order delivered”	Yes	Yes	Yes	Yes	Yes
“Review request”	Yes	Yes	Yes	Yes	Yes
“Order cancelled”	Yes	Yes	Yes	Yes	Yes
“Order refunded”	Yes	No	Yes	Yes	Yes

The review request follows the delivered stage. On Shopify, delivered and out-for-delivery only arrive when the store’s shipping carrier reports a shipment status.

Before you start

A connected store (see Connect your store). Without one the page shows “No connected store”.
A connected WhatsApp number. You can set a message up without one, but nothing is sent until a number is connected.
An account manager. Agent access: you can view messages and results. Setup and pausing are for a manager only.
A store status that reaches Inboxy. When your store does not send one, the page says so and you can still save the message as a draft.

Set up a message

Open “E-Commerce” and then “Order update messages”. Each message has a card; press “Set up” on the one you want.
“When do we send?” Choose the store status that triggers the message and the “Delay” (“Right away”, “After 30 minutes”, “After 1 hour” and more). You can also choose “Skip if a later status already arrived” and “Do not send at night”.
“What does the customer read?” Pick the tone (“Formal”, “Friendly” or “Brief”), the language and dialect, the details to show (“Customer name”, “Order number”, “Total”, “Items”, “Carrier”, “Tracking number”, “Tracking link”) and the “Image above the message”. If the order has no tracking data, a dash shows in its place.
“What can they tap?” Add “View order”, “Track shipment” or “Talk to the team”. The first opens the order page in your store and the second the carrier’s tracking link; taps are counted through a short link.
“Review and send”: read the summary and press “Send for review”. When you press Send for review, we send the message to Meta for approval. Nothing reaches customers before approval, and the card shows In review.

Review requests

The “Review request” message is sent a set time after delivery that you choose, in hours or days. Choose how the customer rates (“Rating style”):

“Three buttons: excellent · okay · poor”. Easiest for the customer; the answer reaches your Inbox.
“Only a link to the review page, no questions”. Opens the review page you choose in the next step.
“1 to 5 stars inside WhatsApp (form)” is not available yet.

“What happens after the rating?” Each answer has its own row. The reply is sent inside the 24-hour reply window that the customer’s tap opens, so it needs no Meta approval and no template message cost. For each answer you can send an automatic message, let the AI assistant reply, hand the chat to a team, or do nothing. Every rating is always saved to the order and the customer profile. Only the first answer per order counts.

Inviting a public review

The invitation to write a public review (“Send a link to write a public review”) is off by default. When you turn it on, the link is sent after the reply to the rating. You can send customers to your Google Business Profile, to the platform’s own order rating page where one exists (Salla provides one for every order), or to another page you own.

The link reaches every customer equally, whatever their rating: excellent, okay or poor. Platforms such as Google forbid asking only satisfied customers for public reviews, and may remove your reviews for it. Never tie a discount or gift to writing a review. A next-order discount is a separate retention message, which is marketing and set up from Campaigns.

Meta approval and cost

Each message is a WhatsApp template that Meta approves before anything is sent. Meta usually classes an update about an existing order as a utility message, and the review step shows an estimated price per message for your market. If a review request includes an offer or discount, Meta may count it as marketing, which costs more. The estimate depends on Meta’s current rate card, so read it in the page.

A card shows its state as “Not set up”, “In review”, “Active”, “Paused” or “Rejected”. The current message keeps running until Meta approves the change.

Notes for each platform

Salla: If Salla messages are sent through Inboxy from the Salla communication app, the customer may get the status update twice. Turn off the “order status update” message in Salla settings before you start.
WooCommerce: WooCommerce on its own stops at Completed, so the delivery stages need a shipping plugin that marks orders as out for delivery or delivered. When your store does not send a status, the card says so and you can still save the message as a draft. The plugin’s “WhatsApp messages” tab shows where each message stands and opens the setup page in Inboxy.
Shipping carriers: Direct carrier connections are not available yet. They will appear here when ready.

The first message after an order is a separate service: see Order confirmation on WhatsApp. Need a hand? Contact support.