WooCommerce order status macros
Translate WooCommerce On-hold, Processing, Completed, Failed and Cancelled records into careful customer replies. Use payment and shipment evidence before adding a stronger claim.
Updated 3 October 2026 · CaseKit team
Separate the record from the real-world event
Use WooCommerce’s order-status documentation alongside your gateway and fulfilment records. An On-hold order needs its specific reason checked. Processing does not prove dispatch. Completed does not prove carrier handover or delivery. Cancellation does not prove that a refund was issued; check the payment records.
Handle unusual and conflicting records
Manual edits and third-party integrations can create a state that needs investigation. Do not blame the customer or claim payment failed solely from an old email. Check current order notes and the gateway before asking them to pay again. Digital orders may have no physical shipment at all.
CaseKit does not check live carrier events or perform order actions. Review the selected order and factual draft. These templates use plain editing placeholders, which you must replace yourself.
Copy-paste starters
Replace every placeholder, check the condition above each reply and remove any action or estimate that is not verified. These templates do not send messages or perform order actions.
1. On-hold awaiting payment confirmation
Use when: the actual hold reason and payment instructions are verified.
Hi {first_name},
Order {order_number} is on hold while we await {verified_payment_confirmation_step}.
Please use {verified_secure_payment_or_reference_process}. I will check the result by {next_update_date}.
Best,
{agent_name}2. On-hold for a confirmed review
Use when: a review is genuinely underway; do not assume all holds are reviews.
Hi {first_name},
Order {order_number} is on hold for {verified_review_reason}.
{needed_customer_action_or_no_action_needed}
I will update you by {next_update_date}.
Best,
{agent_name}3. Processing with payment confirmed
Use when: payment and the current preparation stage are independently checked.
Hi {first_name},
Payment for order {order_number} is confirmed. The order is currently {verified_preparation_stage}.
{verified_dispatch_estimate_or_next_update}
Best,
{agent_name}4. Processing with no reliable dispatch date
Use when: no committed date is available.
Hi {first_name},
Order {order_number} is still being processed. I do not yet have a confirmed dispatch date.
I will check with {responsible_team} and update you by {next_update_date}.
Best,
{agent_name}5. Completed with a verified carrier event
Use when: the carrier information belongs to this shipment and supports the wording.
Hi {first_name},
Order {order_number} is marked Completed. The recorded carrier update for {package_or_items} is {verified_event_and_date}.
Tracking: {verified_tracking_link}
{verified_next_step}
Best,
{agent_name}6. Completed without shipment evidence
Use when: tracking or handover evidence is unavailable; no shipping promise is justified.
Hi {first_name},
Order {order_number} is marked Completed, but I do not have recorded tracking or carrier handover confirmation to share.
I will check the shipment details with {responsible_team} and update you by {next_update_date}.
Best,
{agent_name}7. Failed payment under review
Use when: the order shows Failed; payment-provider confirmation is still needed.
Hi {first_name},
Order {order_number} currently shows Failed. I will check the payment record before advising you to retry, particularly if your bank shows a charge.
Please do not send full card details. Use {secure_support_process} if we need further information.
Best,
{agent_name}8. Cancelled order and separate refund state
Use when: the reason and financial state are verified.
Hi {first_name},
Order {order_number} is cancelled. The recorded reason is {verified_reason}.
Payment/refund status: {verified_financial_status}
{approved_next_step}
Best,
{agent_name}Primary sources
Checked 3 October 2026. Verify current platform instructions before taking an action.