After-sale
Thank-you and after-sale message for customers: 16 templates, from thank you to time to reorder
Quick answer
What should you write in an after-sale message to a customer?
An after-sale message to a customer asks one thing, tied to what the person bought: did it arrive fine, are they able to use it, or do they need help. Send it with the name and the product, a few days after delivery, with no offer attached. The goal is to solve problems early, before they turn into complaints.
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Messages for after the purchase: say thanks, check it arrived, help with use, handle exchange and warranty and remind about reordering. Copy and replace what is in brackets.
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See the 30 automatic message templates for customers, grouped by moment.
Summary in 7 facts
- Messages for after the purchase: say thanks, check it arrived, help with use, handle exchange and warranty and remind about reordering.
- An after-sale message to a customer asks one thing, tied to what the person bought: did it arrive fine, are they able to use it, or do they need help.
- Send it with the name and the product, a few days after delivery, with no offer attached.
- Swipe the table sideways to see all the columns.
- Thank you for choosing us The same day as the purchase or service.
- First steps On the day of delivery, for a product that needs assembly or adjustment.
- How exchanges work When the customer says they want to exchange.
By the numbers
| Number | What it means |
|---|---|
| 30 templates | See the 30 automatic message templates for customers, grouped by moment. |
| 3 days | It has been [3 days] since we did the [service] there. |
| 6 months | It has been [6 months] since the [service], and that is the interval we recommend for a checkup. |
| 67 businesses | The CertuAI team measured the time customer messages arrive across 67 businesses that answer with CertuAI's AI: 12.7% arrived at night on a weekday and 15.8% on Saturday or Sunday. |
| 122,720 messages | CertuAI customer service data: 67 businesses of various kinds, 122,720 customer messages, from Jul 30 to Sep 30, 2026, measured on Oct 9, 2026. |
When to send each after-sale message
Five moments and the question for each.
| Moment | Message | What it is for |
|---|---|---|
| One day after delivery | Did everything arrive fine? | Catching a delivery error early |
| In the first week | Usage tip | The customer actually using it |
| One month later | Is it meeting your needs? | Hearing the problem before the complaint |
| Near the end of the product | Running out | Reordering before it runs out |
| Before the warranty ends | Warranty about to end | Fixing it while it's still at your cost |
Swipe the table sideways to see all the columns.
Thank-you message to the customer for the purchase
Thank you for choosing us
The same day as the purchase or service.
Oi, [Nome]! Obrigado pela preferência. O seu [produto] já está separado e sai [amanhã]. Qualquer dúvida, é só chamar por aqui.
now ✓✓Thanks for the first purchase
After a new customer's first order.
Oi, [Nome]! Foi a sua primeira compra na [Empresa], e eu quis agradecer pessoalmente. Obrigado pela confiança. Espero te atender muitas vezes.
now ✓✓Thanks to a returning customer
On the same customer's second or third purchase.
Oi, [Nome]! Vi que você comprou com a gente de novo. Obrigado por voltar. Se precisar de algo diferente desta vez, me avisa.
now ✓✓Formal thank-you, for a company
After closing an order or contract with another company.
Prezado [Nome], a [Empresa] agradece a preferência e a confiança no pedido [número]. Seguimos à disposição pelo mesmo contato.
now ✓✓
After-sale message right after delivery
Did everything arrive fine?
The day after delivery.
Oi, [Nome]! O seu [produto] chegou ontem, certo? Quis conferir se veio tudo em ordem. Se algo estiver diferente do que você pediu, me avisa por aqui.
now ✓✓After a service is done
Two or three days after an installation, repair or renovation.
Oi, [Nome]. Faz [3 dias] que a gente fez o [serviço] aí. Está funcionando como combinado? Se notar qualquer coisa estranha, me chama antes de mexer.
now ✓✓Invoice (nota fiscal) and warranty
With the delivery or on the same day.
Oi, [Nome]! Segue a nota fiscal do seu [produto]. A garantia é de [prazo] e vale a partir de hoje. Guarde esta conversa: se precisar acionar, é por aqui mesmo.
now ✓✓
After-sale message to help the customer use the product
First steps
On the day of delivery, for a product that needs assembly or adjustment.
Oi, [Nome]! Para começar a usar o [produto]: primeiro [passo 1], depois [passo 2]. Se travar em alguma parte, me manda uma foto que eu te ajudo.
now ✓✓Usage tip
One week later.
Oi, [Nome]. Uma dica para o seu [produto]: [dica, como limpar só com pano seco]. Faz diferença na duração. Está dando tudo certo por aí?
now ✓✓Checking in after a month
Thirty days after the purchase.
Oi, [Nome]! Já faz um mês com o [produto]. Ele está atendendo o que você precisava? Se ficou alguma dúvida de uso, pode perguntar.
now ✓✓
After-sale message for exchange, defect and warranty
How exchanges work
When the customer says they want to exchange.
Claro, [Nome]. Para trocar, o [produto] precisa estar [sem uso e com a etiqueta], e o prazo vai até [data]. Você prefere trazer na loja ou que eu te explique o envio?
now ✓✓Defective product
As soon as the customer lets you know.
Poxa, [Nome], sinto muito por isso. Me manda uma foto ou um vídeo do defeito. Com isso eu já vejo se é conserto ou troca e te respondo até [amanhã, às 12h].
now ✓✓Warranty about to end
One month before the warranty ends.
Oi, [Nome]. A garantia do seu [produto] vai até [data]. Se você notou algum problema, este é o momento de me avisar, enquanto o conserto ainda é por nossa conta.
now ✓✓
After-sale message for reordering and maintenance
Running out
A few days before the expected end of a product that gets used up.
Oi, [Nome]! Pelas minhas contas, o seu [produto] deve estar no fim. Quer que eu separe outro igual? Entrego [amanhã] ou deixo pronto para retirar.
now ✓✓Time for a checkup
When the maintenance interval you recommended comes up.
Oi, [Nome]. Já faz [6 meses] do [serviço], e esse é o prazo que a gente recomenda para a revisão. Tenho horário na [dia] e na [dia]. Algum te serve?
now ✓✓An item that goes with what they bought
Only after the customer says they are satisfied.
Que bom que você gostou, [Nome]! Quem leva o [produto] costuma perguntar pelo [acessório]. Se um dia quiser ver, é só me pedir. Sem pressa nenhuma.
now ✓✓
For people who stopped buying: message for a lapsed customer →
Three rules for the after-sale message
What separates care from nagging.
One question per message
"Did it arrive fine?" has an answer. "Did it arrive fine, did you like it, want to review it and do you know our new product?" doesn't.
Help first, sell later
Only offer another product after the customer says they are satisfied with the first one.
Reply fast to those who reply
Someone who reports a problem in after-sale and waits a day for an answer ends up more irritated than if you hadn't asked.
See how it looks in your industry
Each industry gets different questions on WhatsApp. Pick yours to see how CertuAI's AI serves that kind of customer.
How to set up after-sale on WhatsApp Business
The app doesn't send messages by date on its own. Without a system, this is the way.
Write down the date of each delivery
In the customer record or in a spreadsheet, with the product and the day it arrived.
Pick three moments
For example: one day, one week and one month later. More than that gets tiring.
Save the templates
In Tools, Quick replies, with shortcuts like /arrived, /tip and /reorder.
Mark with a label
Create a label for each moment and switch it when you send, so nobody gets it twice.
After-sale is not a review request or a win-back
All three happen after the purchase, but each has its own time. After-sale takes care of someone who just bought: it checks the delivery and helps them use it. The review comes later, when the customer already has an opinion. The win-back is for someone who stopped buying months ago.
Mixing the three in the same message is the most common mistake. Someone who gets "did it arrive fine? review us on Google?" understands the question was only the way to the request.
To ask for a rating, see the customer service review message. For people who stopped buying, the message for a lapsed customer. When after-sale uncovers a mistake, use the apology message for customers. What can be automated after the purchase is in AI for after-sale, and the general list is in automatic messages for customers.
When not to send an after-sale message
Five cases where after-sale gets in the way.
- The customer already complained: don't send "did everything arrive fine?" to someone who opened a complaint yesterday. Answer the complaint.
- The delivery hasn't arrived yet: check the tracking first. Asking if something that is late has arrived makes the delay worse.
- They asked not to receive messages: after-sale is a message too, and the request stands.
- Small, repeated purchase: someone who buys bread every day doesn't need after-sale on every purchase.
- An offer in place of the question: if the message is meant to sell, it isn't after-sale, and the customer can tell.
The customer replies to after-sale outside hours: CertuAI's data
Someone who gets the question during the day usually replies when they get home. The CertuAI team measured the hour customer messages arrive at 67 businesses that answer with CertuAI's AI: 12.7% arrived at night on a weekday and 15.8% on Saturday or Sunday.
The number covers all customer messages. Replies to after-sale messages were not measured separately.
| What was measured | Result |
|---|---|
| Messages that arrived at night on a weekday, 6pm to midnight | 12,7% |
| Messages that arrived on Saturday or Sunday | 15,8% |
| Customer messages that arrived outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% |
| Hour of the day with the most customer messages | 11h |
Swipe the table sideways to see all the columns.
Source: CertuAI WhatsApp Customer Service Index, Q3 2026. CertuAI customer service data: 67 businesses of various kinds, 122,720 customer messages, from Jul 30 to Sep 30, 2026, measured on Oct 9, 2026. Business hours are Monday to Friday, 8 a.m. to 6 p.m., in each account's time zone. Test accounts, test contacts and imported history are left out. Redone every quarter.
Frequently asked questions
What is an after-sale message?
It is the message a company sends after the purchase to check whether the product arrived, whether the customer is able to use it and whether they need help.
When should you send the after-sale message?
The first one, a day after delivery. Then one in the first week and another at one month. For a product that runs out, a reminder near the end.
What should you ask in after-sale on WhatsApp?
One thing at a time: did it arrive right, is it working, is there any doubt about how to use it. Questions the person can answer in one line.
Can I offer another product in the after-sale message?
Only after the customer says they are satisfied, and as a suggestion, with no rush. An offer in the first message takes away the point of after-sale.
What is the difference between after-sale and a satisfaction survey?
After-sale helps the customer receive and use what they bought. A satisfaction survey asks for a rating or opinion, and comes later.
Does WhatsApp Business send after-sale messages on its own?
No. The app's automatic messages are the greeting and the away message. A message tied to the delivery date depends on someone remembering or on a system.
Where to go next?
When the customer replies to after-sale, the AI answers right away
On CertuAI, the AI answers right away when someone comes back with a question about use, exchange or warranty, using what you taught the Brain, and leaves each conversation noted in the customer dashboard. When the reply is a complaint, it alerts you and leaves the matter to a person.
From US$ 75 per month.
Create my agentOi, [Nome]! Obrigado pela preferência. O seu [produto] já está separado e sai [amanhã]. Qualquer dúvida, é só chamar por aqui.now ✓✓
This is the first message on this page, sent by the AI in your tone, with nobody at the counter.
In short
What should you write in an after-sale message to a customer? An after-sale message to a customer asks one thing, tied to what the person bought: did it arrive fine, are they able to use it, or do they need help. Send it with the name and the product, a few days after delivery, with no offer attached. The goal is to solve problems early, before they turn into complaints.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent