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Order messages are the updates a shopper expects after buying. Each event is one row on Commerce → Order Messages: switch it on, choose an approved template, map its placeholders, and set how long after the event it should go out.
Pick the store at the top of the screen first — these settings are per store, like recovery.
What each event means
| Event | When it fires |
|---|---|
| Order placed | A prepaid order comes in. |
| COD confirmation | A Cash on Delivery order comes in. Send it with Confirm and Cancel buttons so the shopper can settle it in one tap. |
| COD reminder | The shopper has tapped neither button after the delay you set. |
| Order shipped | The order is fulfilled. Put the tracking variables in this copy. |
| Order cancelled | Your store cancels the order. Never sent when the shopper cancelled it themselves — they already know. |
| Feedback request | Some time after the order ships, asking how it went. Skipped for anyone who replied STOP or declined WhatsApp updates. |
| Reorder reminder | Weeks later, inviting them to buy again. Also skipped for opted-out shoppers. |
Feedback and reorder are marked Promotional on the screen: they respect opt-outs and are held back by the store's quiet hours. The rest go out as soon as they are due.
Cash on Delivery, end to end
- 1
Use a template with two Quick reply buttons
Label them Confirm order and Cancel order. Quick reply, not URL — the shopper's tap comes back to Wapzio as their answer.
- 2
Decide what each tap does
Under the COD section, set When they tap Confirm and When they tap Cancel. Each can send a follow-up message so the shopper sees their tap registered.
- 3
Set the reminder
COD reminder chases the silent ones. A few hours is usually right — long enough that they had a chance to see it, short enough to still pack the parcel today.
- 4
Tag the order in Shopify (optional)
Turn Tag the order in Shopify on and set the tag for Confirm and for Cancel — cod-confirmed and cod-cancelled, for instance. Your packing team can then filter by it without ever opening Wapzio.
The order's COD state is visible in Wapzio too: Awaiting reply, Confirmed, Cancelled by shopper or No reply.
Tracking in the shipped message
Three variables carry the tracking: Courier name, Tracking / AWB number and Tracking link. Where they come from depends on the platform.
| Platform | Where tracking comes from |
|---|---|
| Shopify | The fulfilment you create. Fill in the tracking number and courier when you mark the order as fulfilled, and it flows through automatically. |
| WooCommerce | Whatever your shipping plugin writes onto the order, sent by Wapzio Connect. |
| Custom store | The tracking_company, tracking_number and tracking_url fields on your order_shipped event. |
Only put a tracking variable in the copy if your store really sends it. Otherwise the shopper receives "Track it at -", which reads like a broken system — use a second template without the tracking line for stores that cannot supply it.
Before you rely on it
- Each row has its own test send — put your number in Send a test and fire that one event.
- Then do it for real: place a small order on your own store, mark it fulfilled, and watch the two messages arrive on your phone.
- The recent sends list at the bottom of the screen shows the last messages per event with their status, so a failure is visible without leaving the page.