Key takeaways:
- Order confirmation, shipping and delivery messages are utility messages under Meta’s rules, and cost about SAR 0.04 each in Saudi Arabia under Meta’s current rate card.
- A store with 1,000 orders a month sending 3 updates per order pays about SAR 120 a month in Meta fees.
- Keep offers and discount codes out of order updates. Meta treats them as marketing, at about SAR 0.22 per message.
“I want to send order confirmations and tracking numbers on WhatsApp instead of SMS. What will it cost?” On the official platform, each order update goes out as a Meta-approved utility template, at about SAR 0.04 in Saudi Arabia. So three messages per order cost about 12 halalas. Since 1 October 2026 a few rules changed, and you need them before you do the math.
This guide covers the messages customers need after ordering, ready-to-copy templates, and worked cost examples in riyals.
Which messages does a customer need after ordering?
| Stage | Message | Meta category | Approx. cost |
|---|---|---|---|
| Right after payment | Order confirmation with number and total | Utility | SAR 0.04 |
| Cash-on-delivery orders | Ask to confirm with “Confirm” or “Cancel” buttons | Utility | SAR 0.04 |
| Handed to the courier | Shipped, with a tracking link | Utility | SAR 0.04 |
| After delivery | Feedback on this specific order | Utility if tied to the order and free of offers | SAR 0.04 |
| Any message with an offer | “Your order arrived, here’s a code for next time” | Marketing | SAR 0.22 |
Under Meta’s guidelines, a utility message must be non-promotional and tied to a specific order or interaction. A message that mixes an order update with a promo counts as marketing. If Meta finds promotion in an approved utility template, it moves it to marketing, and repeated misuse can block your utility templates for days.
Ready-to-use templates for order confirmation and tracking
The numbers in braces are variables filled from the order data. Copy them, adjust the tone to your store, and submit them to Meta for approval. Our WhatsApp message templates guide covers approval steps and rejection reasons.
- Order confirmation: “Hi {{1}}, we received your order #{{2}} for SAR {{3}}. We’ll let you know as soon as it ships.”
- Cash-on-delivery check: “Hi {{1}}, your order #{{2}} for SAR {{3}} is cash on delivery. Can you confirm it?” with two buttons: “Confirm order” and “Cancel order”.
- Shipped: “Your order #{{1}} is on its way with {{2}}. Track it with the button below.” with a tracking link button.
- Out for delivery: “Your order #{{1}} is with the driver today. Keep your phone close.”
- After delivery: “Did order #{{1}} arrive? Rate your experience with this order from 1 to 5.”
The cash-on-delivery check is one of the most useful messages for stores in Saudi Arabia. The button tells you before shipping who is serious and who changed their mind, so you stop a cancelled order before paying for its delivery and return. The customer’s tap also opens a 24-hour window to answer any question about size or delivery time.
What do order messages cost after the October 2026 update?
Two changes took effect on 1 October 2026. Utility templates sent while a chat window is open are now charged. And your replies inside the 24-hour window carry no fee only for the first 1,000 a month per number; after that, about SAR 0.04 each. Incoming customer messages stay free.
How to calculate:
- Monthly orders × utility templates per order = utility messages.
- Utility messages × 0.0401 = template cost.
- Replies to customer questions beyond the first 1,000 × 0.0401 = reply cost.
- Add the two, and that is roughly what you pay Meta.
Example 1, small store: 200 orders × 3 messages = 600 messages × 0.0401 = about SAR 24 a month.
Example 2, mid-size store: 1,000 orders × 3 messages = 3,000 messages × 0.0401 = about SAR 120. If the team sends 1,500 replies to questions, the first 1,000 have no fee and the other 500 × 0.0401 = about SAR 20. Total: about SAR 140.
Same store with a discount code in the templates: 3,000 × 0.2159 = about SAR 648. Mixing updates with offers multiplies the cost more than five times.
Try your own numbers in the WhatsApp cost calculator, and see the full rates in our WhatsApp API pricing guide for Saudi Arabia.
Which mistakes raise costs or annoy customers?
- Too many messages: 3 to 4 updates per order is enough. Not every courier scan needs a message.
- Offers inside updates: keep promotions in separate campaigns with marketing templates.
- Broken tracking links: test before approval, or customers will come back asking “Where’s my order?”
- No one replying: customers answer shipping messages with questions and expect a fast reply.
- No consent: state at checkout that order updates arrive on WhatsApp.
How Watsio helps
From the Starter plan (SAR 199 a month before VAT), you connect your Salla, Zid, Shopify or WooCommerce store, send order updates with approved templates, and recover abandoned carts. When a customer replies to a shipping message with a question, the AI assistant answers in their dialect and hands off to staff when needed. You can also issue a ZATCA e-invoice from the chat through the Alostaz integration. Meta bills its fees to you directly, with no Watsio margin. See the available integrations.
Related reading: Connecting Salla, Zid and Shopify to WhatsApp and WhatsApp’s new pricing from October 2026. You can also see Watsio plans and pricing and try it free for 14 days, no card needed.
Frequently asked questions
How much is an order confirmation message on WhatsApp in Saudi Arabia?
About SAR 0.04 per message under Meta’s current rate card, because it is a utility message as long as it has no promotional content.
Can I add a discount code to a shipping message?
You can, but Meta treats the message as marketing, at about SAR 0.22. It is better to send offers in a separate campaign.
Is a confirmation free if the chat window is already open?
No. Since 1 October 2026, utility templates sent inside an open window are charged under Meta’s rate card.
Does it cost me when a customer replies to a shipping message?
The customer’s message is free. Your replies within 24 hours carry no fee for the first 1,000 a month per number, then about SAR 0.04 each.
How many messages should I send per order?
Three or four is usually enough: order confirmation, shipped, out for delivery, and a feedback question after delivery.
Sources
- Meta for Developers: template categorization
- Meta for Developers: WhatsApp Business Platform pricing
Last updated: November 2026 · Watsio team.
