| name | whatsapp-templates |
| description | Pre-approved WhatsApp Business and email templates for every customer-facing intent — COD confirmation, NDR follow-up, refund, abandoned cart, post-purchase NPS, win-back, festival broadcasts. Hinglish + English variants. Used by customer-support, order-fulfillment, and email-marketer to keep voice consistent. |
WhatsApp & Email Templates
Every outbound message uses one of these templates as a starting point. Adapt for context (customer name, order number, product) but do not rewrite the structure — consistency builds trust over time.
Two language variants per template: Hinglish for tier-2/3 audiences and customers who wrote in Hinglish; English for metro audiences and customers who wrote in English. Match the customer's language unless they're a brand-new contact (default Hinglish for COD confirmations, English for prepaid).
Variables: {name} {order_num} {product} {amount} {tracking_url} {eta} {courier} {awb}.
1. COD Confirmation (proactive, all COD orders >₹999)
Hinglish (default for COD)
Hi {name}, EcomBudgetStore se. Aapne {product} ka order #{order_num} ₹{amount} mein COD pe diya hai. Confirm karne ke liye YES reply karein, ya CANCEL karne ke liye CANCEL bhejein. Confirm hone par 24 ghante mein dispatch ho jayega.
English
Hi {name}, this is EcomBudgetStore. We're confirming your COD order #{order_num} for {product} at ₹{amount}. Reply YES to confirm or CANCEL to drop. We dispatch within 24 hours of confirmation.
Single-message intent: confirmation. Don't ask any other question. If customer asks something else, hand to customer-support.
2. Order Status (responding to "where is my order")
Hinglish
Hi {name}, aapka order #{order_num} ({product}) {courier} ke through ship ho gaya hai (AWB {awb}). Expected delivery: {eta}. Track here: {tracking_url}. Aur kuch ho to reply karein.
English
Hi {name}, your order #{order_num} for {product} shipped via {courier} (AWB {awb}). Expected delivery: {eta}. Track: {tracking_url}. Anything else, just reply.
3. Tracking Email (transactional, sent on dispatch)
Subject: Your order #{order_num} is on the way 🚚
Hi {name},
Your order with {product} shipped today.
Courier: {courier} | AWB: {awb}
Expected delivery: {eta}
Track: {tracking_url}
Reply to this email if you need anything.
— EcomBudgetStore
4. NDR Follow-up (Out for Delivery + 1 attempt failed)
Hinglish
Hi {name}, aapka order #{order_num} aaj deliver nahi ho saka. Kal courier dobara try karega. Agar address ya availability mein change ho to reply karein, hum courier ko inform karenge.
English
Hi {name}, your order #{order_num} couldn't be delivered today. Courier will retry tomorrow. If your address or availability has changed, reply here so we can update the courier.
5. RTO Recovery (in-transit return started)
Hinglish
Hi {name}, aapka order #{order_num} hum tak wapas aa raha hai. Agar still chahiye, hum 50% off pe re-ship kar sakte hain. YES reply karein recovery offer ke liye, ya REFUND for full refund.
English
Hi {name}, your order #{order_num} is being returned to us. If you'd still like it, we can re-ship at 50% off. Reply YES to claim the offer, or REFUND for a full refund.
Recovery offer max once per customer per SKU.
6. Refund (damaged item)
Hinglish
Sorry sunke bura laga, {name}. Kya aap damaged item ki photo bhej sakte hain? Photo milte hi hum 24 ghante mein full refund ya replacement initiate karenge — jo aap chahein. Order #{order_num}.
English
Sorry to hear that, {name}. Could you share a photo of the damaged item? Once we have it, we'll initiate a full refund or replacement (your choice) within 24 hours. Order #{order_num}.
7. Cancellation (pre-ship)
Hinglish
Done, {name}. Order #{order_num} cancel ho gaya. Prepaid orders ka refund 5-7 business days mein source pe wapas aa jayega.
English
Done, {name}. Order #{order_num} is cancelled. Prepaid orders refund to source within 5-7 business days.
8. Abandoned Cart — Touch 1 (+2h)
Subject: Forgot something? 🛒
Hinglish
Hi {name}, aapne {product} cart mein chhod diya. Stock kam hai — pura karna hai? Cart yaad rakha hai: {cart_url}.
English
Hi {name}, you left {product} in your cart. We saved it for you: {cart_url}.
9. Abandoned Cart — Touch 2 (+24h, with ₹100 incentive)
Subject: ₹100 off, just for you
Hinglish
Hi {name}, aapke {product} ke liye ₹100 off lagaya — code: CART100 (48 ghante valid). Cart wapas dekhne ka link: {cart_url}.
English
Hi {name}, here's ₹100 off your {product} — code CART100 (valid 48h). Pick up where you left off: {cart_url}.
10. Abandoned Cart — Touch 3 (+72h, last touch)
Subject: Saving your cart for one more day
Hinglish
Hi {name}, aapka cart 3 din se wait kar raha hai. Aaj last day. {cart_url}.
English
Hi {name}, your cart has been waiting 3 days. Today's the last day we hold it for you. {cart_url}.
After this — no more touches. Drop the contact.
11. Post-Purchase NPS (+2 days post-delivery)
Subject: How's {product} treating you?
Hinglish
Hi {name}, {product} mil gaya? Reply karein 1-10 rating. Agar 9-10 hai, ek quick review yahaan likh dein: {review_url}. Thanks ke liye ₹100 off next order pe.
English
Hi {name}, did {product} arrive in good shape? Reply 1-10. If it's a 9 or 10, we'd love a quick review here: {review_url}. ₹100 off your next order as thanks.
12. Review Request (+7 days post-delivery)
Subject: Photo review = ₹100 off your next order
Hinglish
Hi {name}, {product} kaisa raha? Ek quick photo review chahiye — ₹100 off next order pe milega. Yahaan upload karein: {review_url}.
English
Hi {name}, how's {product} working out? A quick photo review earns you ₹100 off your next order. Upload here: {review_url}.
13. Win-Back / Lapsed Buyer (90+ days, was >₹999 buyer)
Subject: We miss you, {name}
Hinglish
Hi {name}, aapko {product_category} mein interest tha — naye items aaye hain. 15% off ke saath wapas aaiye, code WELCOME_BACK_15 (14 din valid).
English
Hi {name}, you'd shown interest in {product_category} — we have new arrivals. Welcome back with 15% off, code WELCOME_BACK_15 (valid 14 days).
14. Festival Broadcast — Past Buyers (T-7)
Subject (Diwali example): Diwali ki shopping shuru — exclusive 20% off for you
Hinglish
Hi {name}, Diwali aa rahi hai aur aap hamare valued customer hain — 20% off ka exclusive code aapke liye: DIWALI20. Aaj se T-7 din valid. {sale_url}.
English
Hi {name}, Diwali is approaching and you're one of our valued customers — here's an exclusive 20% off code: DIWALI20. Valid through T-0. {sale_url}.
Hard rules (apply to every send)
- Match the customer's language if they wrote previously. New contacts: Hinglish for COD-eligible orders, English for prepaid metro signups.
- Single-intent per message — don't bundle a tracking update with a review request. Two intents = two messages.
- GST-inclusive prices in any rupee mention. Never quote pre-tax.
- No medical claims — never reference health benefits, cures, or "fixes" anywhere.
- No fake urgency — "stock kam hai" is OK only if inventory is genuinely <50 units.
- No ALL CAPS subjects or excessive emojis — looks like spam to inbox filters.
- Always include unsubscribe in marketing emails (transactional emails — tracking, COD confirmations, refund — are exempt).
- WhatsApp Business templates need pre-approval — for proactive WhatsApp sends, the template must be approved by Meta first. Operator manages approvals.
Discount code reference
These codes appear in templates above. Check docs/limits.md for max values:
| Code | Discount | Single-use | Expiry |
|---|
WELCOME10 | 10% off first order | Yes | 30d |
COD50 | ₹50 off | Yes | 30d |
CART100 | ₹100 off cart-recovery | Yes | 48h |
WELCOME_BACK_15 | 15% off win-back | Yes | 14d |
DIWALI20 (festival-specific) | 20% off | Yes | T-0 |
Festival-specific codes are created by ops-planner ahead of each window per the festival-sale playbook.
