Follow-up messages after a sale
The sale doesn't end at payment. A few well-chosen messages bring customers back and get them recommending you. Here are templates for every moment.
After buying, many customers are left with questions or simply the feeling that the company forgot about them. A simple after-sale follow-up changes that and opens the door to repeat purchases and referrals.
Here's when to write and five messages for each moment.
When to message the customer
- When confirming the purchase: say thanks and explain next steps.
- A few days after delivery: check that everything arrived fine.
- After a week or two: ask how it's working for them.
- Once they've tried it: ask for their feedback or a review.
- Later on: share useful news or perks for customers.
5 after-sale follow-up messages
1. Thanks for your purchase
Hi [name]! Thanks for choosing us. Your order [number] is on its way and we'll let you know when it ships.
2. After delivery
Hi [name], did everything arrive OK? If there's any issue with your [product], just reply to this message and we'll fix it.
3. How's it working for you?
Hi [name]! You've been using [product] for a week now 🎉 How is it working for you? If you have questions or ideas, reply to me directly.
4. Asking for feedback
Hi [name], your feedback helps us a lot. If you have a minute, could you tell us about your experience here? [link]
5. Loyalty
Hi [name], as a customer we wanted you to be the first to know that [news]. If you're interested, I'll share the details.
Send them in seconds
Save your after-sale messages in NexoPad with shortcuts like /checkin and variables for the customer's name, the product and how long they've been using it, in a dropdown.
When you type the shortcut in your store admin, email or WhatsApp Web, NexoPad asks for those details and writes the full message.
Frequently asked questions
How many after-sale messages should I send?
Two or three are usually enough: after delivery, after a week and, if it fits, to ask for feedback.
Email or WhatsApp?
Use the channel the customer bought through or prefers. Remember that WhatsApp requires their permission.
What if the customer replies with a complaint?
Reply quickly with a solution. You'll find examples in our guide on how to apologize to a customer.
Can I include an offer?
Better in a separate message and only if it's relevant to the customer, so the follow-up doesn't feel like an ad.
Published on October 11, 20265 min read
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