Updated
Order confirmation message
An order confirmation message tells a customer two things: you got their order, and what happens next. Shops, home bakers, caterers and distributors send it by hand on WhatsApp every day. The trap is sending one vague "noted, thanks" that answers neither. The customer then messages again to ask the total, the pickup time or whether the courier has it, and you answer the same order three times. This page splits the message into real stages: received, confirmed with total and ETA, ready for pickup, shipped with tracking, and wholesale orders with cut-off times. Bahasa Malaysia versions are at the end.
Tap any green message to copy it.
When to send it
Acknowledge within minutes during business hours, even if you need time to check stock. Send the full confirmation once the total and date are certain. For orders that arrive after closing, a short "we'll confirm by 10am" beats silence until morning. Keep every update for one order in the same chat thread, so the customer can scroll up and see the whole story.
1. Order received, still checking
Use when the order lands and you need a few minutes to check stock or price.
2. Received after hours
Use when the order comes in after you close.
3. Confirmed with total and ETA
Use once stock and price are checked. Repeat the items so mistakes surface now.
4. Confirmed, payment received
Use when the customer paid upfront and sent the receipt.
5. One detail to check before confirming
Use when something in the order is unclear. Ask one question, not three.
6. Ready for pickup
Use for self-collect. Give the address, the hours and the name to give at the counter.
7. Shipped with tracking
Use when the parcel is with the courier.
8. Out for local delivery
Use on the day, when your own driver or rider is on the way.
9. Wholesale order, itemised
Use for trade customers who order by carton.
10. Wholesale, cut-off for changes
Use with trade buyers who often add items late.
11. Missed the cut-off
Use when a wholesale order arrives after the cut-off.
In Bahasa Malaysia
Pesanan diterima
Disahkan dengan jumlah
Sedia untuk diambil
Borong, had masa perubahan
What not to send
- "Ok noted" on its own. The customer still doesn't know the total or the date, so they ask again.
- A total without the items. If you misread the order, nobody notices until delivery.
- Tracking numbers with no courier name. The customer has to guess which app to check.
- A cut-off you don't enforce. Trade buyers learn it means nothing and keep sending changes at midnight.
Stop typing these by hand
Cupbots runs on your own WhatsApp number. It takes orders, sends invoices with a pay-link and answers "any update?" in the chats you already use, so messages like these go out on time without you.
Get it set up for you →FAQ
What should an order confirmation message include?
The order number, what was ordered with quantities, the total including delivery, how to pay if they have not, and when they will get it. Repeat the items back in your own words. That one line catches most wrong orders before you pack them, which is cheaper than fixing them after.
Should I confirm the order before or after payment?
Send two messages. Acknowledge the order the moment it arrives so the customer knows it landed. Send the confirmation with the total and ETA once you have checked stock and price. If you take payment first, say clearly that the order is confirmed only after payment clears.
How do I confirm an order for a wholesale or distributor customer?
Repeat the order line by line with unit (carton, pack, kg), state the delivery day, and name the cut-off for changes. Trade buyers often reorder by habit and text in a hurry, so a short itemised list they can scan is better than a friendly paragraph.
Is it OK to send the order confirmation as a voice note?
No. A customer can't search a voice note for the total or the order number later, and they may be in a meeting when it arrives. Type it. A voice note is fine as an extra for a complicated custom order, never as the only record.