When customers click “Chat with us” on an ecommerce website, they usually have one thing in mind — their order.
They’re not browsing.
They’re not exploring.
They want quick answers about delivery, payments, returns, or order status.
This ready-to-use Order FAQ WhatsApp Template is designed to help ecommerce brands respond faster, reduce repetitive queries, and deliver a smoother post-purchase experience — whether replies are handled by humans, automation, or AI chatbots.
You can use these FAQs as:
- Automated WhatsApp replies
- Pre-set quick messages
- Helpdesk canned responses
- Website or chat widget FAQs
Order Tracking & Delivery FAQs
Q - Where is my order?
A: You can track your order using the tracking link shared via email or WhatsApp after shipping. Simply enter your order number to view real-time delivery updates.
Q - My order hasn’t arrived yet. What should I do?
A: Delivery timelines may vary due to courier delays or high order volume. If your tracking status hasn’t updated for a while, share your order number with us and we’ll check it for you.
Q - How long does shipping take?
A: Shipping time depends on your location and the delivery option selected at checkout. Estimated delivery dates are shared during order confirmation.
Q - Do you deliver to my location?
A: We deliver to most serviceable pin codes. You can confirm delivery availability during checkout or by sharing your location with our support team.
Q - My tracking link is not working
A: Tracking links may take some time to activate. Please try again after a few hours or reach out if it still doesn’t work.
Tracking & Shipping Order Messages to Customers
Order Changes, Cancellations & Modifications
Q - Can I cancel my order after placing it?
A: Orders can usually be cancelled within a short time window before they are processed for shipping. Please contact us as soon as possible with your order number.
Q - Can I change my delivery address?
A: Address changes are possible only before the order is shipped. Once dispatched, changes may not be supported.
Q - Can I modify my order (size, color, quantity)?
A: Order modifications depend on processing status. Reach out quickly after placing the order for the best chance of updates.
Q - I ordered the wrong item
A: If your order hasn’t shipped yet, we may be able to update it. Please share your order ID immediately.
Invitation Message for Event on WhatsApp
Payments and Refunds
Q - Why was my payment declined?
A: Payment failures can occur due to bank issues or incorrect details. Try again using a different payment method or contact your bank for assistance.
Q - When will I receive my refund?
A: Once your return or cancellation is approved, refunds are usually processed within 5–10 business days, depending on your payment method.
Q - Why haven’t I received my refund yet?
A: Some banks take longer to reflect refunds. If it’s been over 10 business days, share your order ID and refund details so we can investigate.
Q - How do I return my order?
A: If your order qualifies for return, share your order ID and reason. We’ll guide you through the next steps.
Q - Payment deducted but order failed
A: If the payment was successful but the order failed, the amount is usually auto-refunded within a few business days.
Q - How do I get my invoice?
A: Your invoice is sent automatically after order confirmation. You can also request it anytime by sharing your order ID.
Payment Message on WhatsApp
Returns, Exchanges & Issues
Q - What is your return policy?
A: Returns are accepted as per our return policy. Products must meet eligibility conditions such as unused state and original packaging.
Q - How do I return or exchange a product?
A: To start a return or exchange, provide your order number and reason. We’ll send instructions based on our return policy.
Q - I received a damaged or wrong item — what should I do?
A: Please share clear images of the product along with your order ID. Our team will assist you with a replacement or refund.
Order Confirmation & Updates
Q - Will I receive order confirmation?
A: Yes — once your order is placed, you’ll receive an order confirmation via email and WhatsApp.
Q - Will I be notified when my order ships?
A: Once shipped, we’ll share tracking details so you can follow your delivery in real time.
Offer Message Templates for WhatsApp
Pre-Orders & Out-of-Stock Items
Q - Can I pre-order products that are out of stock?
A: Some products support pre-orders. If pre-order is available, you’ll see it on the product page along with estimated delivery timelines.
How to Use This FAQ Template?
You can implement this FAQ template in multiple ways depending on your support system:
- On Website:
Publish as an FAQ page or section with collapsible answers so visitors can scan quickly. Organize by categories like Tracking, Returns, Payments.
- In WhatsApp Auto-Replies:
Convert each question into a pre-set message or auto reply message option in your WhatsApp automation tool so customers get instant answers.
- Chat Support Scripts:
Use these Q&A pairs as canned responses in your support dashboard to standardize answers and reduce support load.
Why This FAQ Template Works Well on WhatsApp?
- Covers 90% of order-related customer queries
- Reduces repetitive support questions
- Easy to automate using WhatsApp rules or chatbots
- Improves response time without sounding robotic
- Works for D2C, Shopify, and small ecommerce brands
Conclusion
Most WhatsApp support conversations revolve around orders, delivery, returns, and refunds. By setting up these questions as quick replies or automated responses, you can reply instantly without keeping customers waiting.
With Chatix, you can turn these FAQs into smart WhatsApp automation — trigger replies based on order status, combine them with human support, and manage everything from one dashboard.
