What your customers are told as their order moves
The app notification and WhatsApp message your customer gets at each order step, and how they change when your own delivery partners, a courier or you deliver the order.
Updated 1 Nov 2026 4 min read
On this page
Zepio tells your customers where their order is at each step, so they do not have to call you to ask. The words depend on who delivers the order. A delivery partner who picks up an order is minutes away, while a courier parcel can take days, so the two get different messages.
You do not set anything on each order. Zepio knows who is delivering from how the order moves: a delivery partner accepting it in the delivery app, a booking with a courier partner, or you marking it shipped.
Where customers get updates
- App notifications go to customers who use your store's Android app. Tapping one opens the order page with its tracking.
- WhatsApp messages go when you have connected WhatsApp and picked a template for each step in WhatsApp › Order updates. You write these templates yourself. See WhatsApp templates and order updates.
The examples below are app notifications, with order #1042.
Orders your own delivery partners deliver
| Step | App notification |
|---|---|
| You accept the order | Order Accepted: Your order #1042 has been accepted and is being processed. |
| A delivery partner takes the order | Rider Assigned: Ramesh will deliver your order #1042. We'll let you know when it is on the way. |
| The delivery partner picks it up | Out for Delivery: Ramesh is on the way with your order #1042. Share OTP 4821 at the door. |
| Delivered | Order Delivered: Your order #1042 has been delivered successfully. |
The OTP is added only when OTP for Delivery is on in Settings › My Delivery Fleet.
On WhatsApp, your Out for delivery template goes when the delivery partner picks the order up, not when they take it. If you have not picked an Out for delivery template, your Order shipped template goes instead.
Orders shipped with a courier partner
| Step | App notification |
|---|---|
| You accept the order | Order Accepted: Your order #1042 has been accepted and is being processed. |
| You book the courier | Order Packed: Your order #1042 is packed and will be handed to Delhivery. We'll let you know once it is shipped. |
| The courier picks it up | Order Shipped: Your order #1042 has been shipped with Delhivery. AWB 1234567890. Expected by Tue, 3 Nov. Tap to track. |
| Out for delivery | Arriving Today: Delhivery will deliver your order #1042 today. Please keep ₹549 ready. |
| A delivery attempt fails | Delivery Attempt Missed: Delhivery tried to deliver your order #1042 but could not. They will try again. Contact the store if you need to change anything. |
| Delivered | Order Delivered: Your order #1042 has been delivered successfully. |
- The name is the courier that comes to the door. If you book through Shiprocket or NimbusPost, your customer sees the actual courier, such as Delhivery or Blue Dart.
- The amount to keep ready is shown only on cash on delivery orders.
- The expected date is shown when the courier gives one.
- A booking that moves to Pickup scheduled does not send a second message.
- Arriving Today and Delivery Attempt Missed are sent only when Zepio hears about them within 12 hours, so a customer never gets yesterday's update late.
On WhatsApp, nothing is sent when you book the courier. Your Order shipped template goes when the courier picks the parcel up, and your Out for delivery template goes when the courier is out for delivery.
Couriers do not ask for the delivery OTP. So if your Out for delivery template includes the OTP, it is not sent for courier orders. If you ship most orders with couriers, write that template without the OTP.
To set up couriers, see How to ship orders with courier partners.
Orders you ship yourself
For a parcel you send another way, such as India Post or a local courier you have not connected, use Manual Shipping on the order.
- Under Update Tracking Details, enter the courier and tracking number, for example India Post · EM123456789IN, and a tracking link if you have one. Click Update Tracking Details.
- Click Dispatch Order (mark as shipped).
Your customer gets: Order Shipped: Your order #1042 has been shipped. India Post · EM123456789IN.
Add the tracking details before you mark the order shipped, so they go in the message. On WhatsApp, your Order shipped template goes.
Cancelled orders
Your customer gets Order Cancelled: Your order #1042 has been cancelled. On WhatsApp, your Order cancelled template goes.
Common questions
Can I change the words? The app notifications are written by Zepio and are the same for every store. WhatsApp messages use your own templates, so you choose those words.
My customer did not get an app notification. Why? App notifications reach customers who have your Android app installed, have allowed notifications, and are logged in with the account they ordered from. Customers who ordered on your website can still follow the order on its order page.
Does the customer get every courier scan? No. Scans like "reached hub" only update the order page. Your customer is told when the parcel is picked up, out for delivery, missed, and delivered.