WA TemplatesApology and delay messages
Own a mistake and say what you will do.
A clear apology builds trust. Say what went wrong, say sorry once, and say what you will do about it. Do not make excuses and do not blame the customer.
Offer a fix, not a long explanation. People remember how you solved it.
Hello ____, we are sorry for the mistake in your order. We will send the correct item by ____ at no extra cost.
Hi ____, I am sorry we are running late. We expect to reach you by ____.
Hello ____, we apologise for the delay in replying. Here is the answer to your question: ____.
Hi ____, we are sorry that the item was damaged. Please send a photo, and we will replace it or refund Rs ____.
Hello ____, we made an error in the bill. The correct amount is Rs ____. Sorry for the confusion.
Hi ____, we have to close early today because ____. We apologise for the inconvenience.
Hello ____, we are sorry that you were not happy. Please tell us what went wrong, and we will try to make it right.
Hi ____, thank you for telling us. We have fixed it and have taken steps so it does not happen again.
Using these messages
Tap Copy and paste the message into WhatsApp, or tap "Send on WhatsApp" to open WhatsApp with the message ready. Fill every blank (____) with your own detail before you press send. Change a word or two so that it sounds like you. The guide to short business messages explains the pattern behind them.
Questions people ask
What do the blanks (____) mean?
They show where to type your own detail, such as a name, a date or an amount. Fill every blank before you send.
Can I send the same message to many people?
We advise against bulk sending to people who did not ask. See bulk messages and consent.