Order & Delivery Updates

"Where is my order" is a question you can answer before it is asked

Half the messages your team answers are people asking where something is. Each one takes two minutes and tells the customer nothing they would not have known if you had messaged first.

Order and delivery updates are utility messages — they concern a transaction the customer has already made, so Meta approves them readily and bills them at the cheaper rate. Send confirmation, dispatch and delivery as separate templates triggered from your own system.

Which kind of message this is

Utility, as long as the message is about their order. The moment it also suggests something else to buy, it is marketing and Meta will treat it that way.

How to set it up

1
Create one template per stage
Confirmed, dispatched, out for delivery, delivered. Separate templates rather than one with a status variable — the wording that reads naturally is different for each.
2
Decide what triggers each one
If your shop system can call a URL when an order changes, that is the cleanest route. Otherwise a tag per stage and a broadcast works, with more manual effort.
3
Send from the shared inbox or by broadcast
Either way, the message goes as an approved template because the customer is outside the 24-hour window.
4
Answer the replies that come back
Every update invites a reply, and each reply opens a free window. This is a feature: it is where the "can I change the address" conversation happens.

What goes wrong

— Bundling a discount code into the delivery message. That converts a utility template into a marketing one, with different pricing and stricter rules.
— Sending an update for every micro-status. Four messages about one parcel is how a customer decides to block the number, and blocks feed straight into your quality rating.
— Assuming PingPlug knows your order status. It does not — nothing here reads your shop. The trigger comes from your system, via a webhook you set up.
— Using the customer’s number without having said you would message them on WhatsApp. Buying something is not consent to be messaged there.

Questions

Does PingPlug connect to Shopify or WooCommerce?

Not with a ready-made connector. There is no Shopify or WooCommerce integration. If your shop can call a webhook when an order changes, you can drive messages from that; otherwise the tag-and-broadcast route works without any development.

How many updates should I send per order?

Fewer than you are tempted to. Confirmation and delivery cover most of it, with dispatch if the wait is long. Every extra message is another chance for someone to block you, and blocks lower the quality rating that decides how many people you can reach at all.

Can the customer reply to an order update?

Yes, and their reply opens the 24-hour window so you can answer without a template. Those replies land in the shared inbox with the rest of the conversation.

Try it on your own numbers

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