ORDER UPDATES
Order and Delivery Updates on WhatsApp, RCS and SMS
Tell customers what is happening with their order before they think to ask. Confirmation, dispatch, out-for-delivery and delivered, sent automatically.
QUICK ANSWER
Smart Growth AI sends order and delivery updates automatically. When your store or system marks an order as placed, packed, shipped or delivered, a webhook triggers an approved WhatsApp template. If WhatsApp does not reach the customer, an RCS message or DLT-compliant SMS goes instead. A chatbot can also answer 'where is my order' by fetching live status from your system.
01
Fewer 'where is my order' calls
Customers get the update on the chat app they already open, so your phone line is free for real problems.
02
Live status inside the chat
The dynamic API chatbot checks your order system in real time and replies with the actual status, not a canned line.
03
Nothing silently fails
If a WhatsApp message is not delivered, RCS and then SMS are tried, so important updates still have a route to the customer.
Why order updates deserve their own setup
Most support calls for a small online store are not complaints. They are one question asked a hundred ways: where is my parcel? If you answer that question before it is asked, the calls drop and customers feel looked after.
Smart Growth AI connects to your store or order system through a webhook or API. Each time an order changes status, the right message goes out on its own. Your team does not copy tracking numbers into chats one by one.
How it works, step by step
1. Order placed: WhatsApp confirmation
Your system sends the order details to us. An approved WhatsApp template goes to the customer with the order number, items and amount. For cash-on-delivery orders you can add buttons such as Confirm order and Cancel, which helps you avoid shipping parcels that will come back.
2. Payment pending: payment link
If payment did not go through, the customer can get a Razorpay payment link on WhatsApp. They pay inside the flow they already started, without hunting for the checkout page again.
3. Packed and shipped: dispatch update
When the order leaves your warehouse, a second template shares the courier name and tracking link. This is the message people screenshot and forward to family, so keep it clear.
4. Out for delivery and delivered
A short heads-up on the delivery day helps the customer keep the phone nearby. After delivery, a thank-you message can ask them to rate the order or reach out if something is wrong.
5. When WhatsApp does not land
Some numbers are not on WhatsApp, or the message fails. In that case Smart Growth AI tries RCS with the same details and a tracking button, and then a DLT-compliant SMS as the last fallback. Transactional SMS must use templates registered under the correct category.
Answering 'where is my order' without a person
Customers will still reply to your update with questions. The dynamic API chatbot handles the common ones. When someone types their order number, the bot calls your order API live and replies with the real status. If the issue needs a human, such as a damaged item or wrong size, the chat moves to your shared team inbox with the full history visible.
You can build the starting flow with the AI chatbot builder: describe your store and returns policy, and a bot flow is generated that you can edit without code. Read more on the dynamic API chatbot page.
Which channel does what
- WhatsApp: main channel for confirmations, dispatch, delivery and support replies.
- RCS: rich fallback with buttons for customers WhatsApp could not reach.
- SMS: final fallback for critical updates like delivery OTPs or address issues.
- Voice: optional, for example a short call to confirm high-value cash-on-delivery orders.
Keeping it tidy and compliant
Order updates are service messages, but people should still be able to opt out of anything promotional. Smart Growth AI handles unsubscribe requests on every channel, so a customer who says stop on WhatsApp is not sent your next offer by SMS.
Every reply, rating and opt-out can land in a Google Sheet or go to your CRM via webhook/API, so your team sees one picture of each customer.
From updates to repeat orders
Once customers trust your updates, they are more likely to open your offers. When you plan a sale, the product launch and festive offer campaign setup uses the same channels to reach past buyers. You can see expected WhatsApp spend on the WhatsApp API cost calculator, or book a demo and we will map your order statuses to messages with you.
Onboarding is done together with your team, and you get phone and WhatsApp support from a real person when you need a template changed or a flow adjusted.
FAQ
Questions people ask
Do I need to change my website to send order updates?
Usually not much. Your store or order system needs to send a webhook or API call when an order changes status. Many platforms can do this through settings or a small plugin. Our team helps you map each status to the right WhatsApp template during onboarding.
What happens if the customer is not on WhatsApp?
Smart Growth AI tries an RCS message next, which shows rich content and buttons on supported Android phones. If that is not delivered either, a DLT-compliant SMS goes out with the key details, so the customer still knows where their order stands.
Can customers check their order status by typing in the chat?
Yes. The dynamic API chatbot can call your order system live when a customer shares their order number, and reply with the current status. If the question needs a person, the chat moves to your shared team inbox.
Can I collect payment for failed or COD orders on WhatsApp?
Yes. Razorpay payment links can be sent inside WhatsApp, so a customer whose payment failed can complete it from the chat. For cash-on-delivery orders, you can also ask customers to confirm with a button before dispatch.
Are order updates counted as marketing messages?
Order confirmations and delivery updates are generally utility or service messages, which are priced and treated differently from promotional ones on WhatsApp and SMS. Template category is decided during approval, and we help you word templates so they fit the right category.
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