Post-Purchase Follow-Up
Turn one order into the next: confirm instantly on WhatsApp, help the customer get started, ask for a review at the right moment, and invite them back when it's time to reorder.
Transactional follow-up
Best practice
WhatsApp
Email
21 days
- Day 1 · 10:00
Order Confirmation
An instant WhatsApp confirmation with the order details and what happens next.Hi Ananya, good news — your order #48291 has been confirmed and is being prepared for dispatch. Estimated delivery: Friday, 15 August. We'll message you again the moment it ships, and you can track every step along the way. - thenDay 2 · 09:30
Getting Started Email
A short guide that helps the customer get value from what they just bought.Template: Welcome Email - thenDay 8 · 10:00
Review Request
A feedback request sent once the customer has had a week with the product.Template: Survey Invitation Email - clickedDay 8 · 18:00
Review Thank-You
An instant thank-you sent by the automation when the review request is clicked.Hi Arjun, thank you for sharing your feedback with Acme Hotels. Every response is read by a real person on our team, and your comments go straight to the people who can act on them. We'll let you know when your suggestions turn into improvements. - thenDay 22 · 10:00
Reorder Offer
A timely invitation to reorder, or to try what pairs well with the first purchase.Template: Promotional Sale Email
| Day | Channel | Event | Description | |
|---|---|---|---|---|
| Day 1 · 10:00 | WhatsApp | Order Confirmation | An instant WhatsApp confirmation with the order details and what happens next. | |
| Day 2 · 09:30 | Email | Getting Started Email | A short guide that helps the customer get value from what they just bought. | |
| Day 8 · 10:00 | Email | Review Request | A feedback request sent once the customer has had a week with the product. | |
| Day 8 · 18:00 | WhatsApp | Review Thank-You | An instant thank-you sent by the automation when the review request is clicked. | |
| Day 22 · 10:00 | Email | Reorder Offer | A timely invitation to reorder, or to try what pairs well with the first purchase. |
Included automation
When "Review Request" is clicked → "Review Thank-You"
Why this works
The order confirmation is the most-read message a customer ever receives; this sequence spends that attention on reducing support contacts, earning an honest review and setting up the next order.
- Confirm the order immediately with an approved WhatsApp utility template: utility messages carry order details and are not marketing, so they reach every buyer.
- Day 1 is for getting started, not for selling — the fastest way to prevent a return is to make sure the product actually gets used.
- Ask for the review on day 7, once there is something to review; asking on day one produces empty ratings and no useful detail.
- The day-21 reorder offer is marketing: send it only to contacts with marketing consent, and give it a clear opt-out that does not cancel order notifications.
Measure: Repeat purchase rate