Order confirmation and shipping update texts for ecommerce
Which order and shipping notifications to send by text, example messages, and how to keep transactional texts separate from marketing.
·2 min read
Customers check on their orders constantly. Proactive texts at the right moments answer the question before it becomes a support email.
These transactional messages are expected and valued, which makes them a strong foundation for a store's texting program.
The notifications worth sending
Send a confirmation when the order is placed, a shipping notice with tracking when it leaves, an out-for-delivery message on the day, and a delivered confirmation. Add an alert if something goes wrong, such as a delay or an address problem.
- ✓Order confirmed: Thanks, Lisa! Order #4821 is confirmed. We'll text you when it ships.
- ✓Shipped: Your order #4821 is on its way. Track it here: [link]
- ✓Out for delivery: Good news, your package arrives today.
- ✓Delayed: Your order #4821 is delayed by about two days. Sorry about that, reply here with any questions.
Keep transactional and marketing separate
Order updates are transactional, and customers who request them have not necessarily agreed to marketing. Do not slip promotions into shipping texts unless the customer has also opted in to marketing messages. Mixing the two invites complaints and can create compliance problems.
Let customers reply
Shipping texts from a two-way number let customers reply with questions, and answering in the same thread is faster than email. Route replies to your support team and set an auto-reply for after-hours messages.
Key takeaways
- →Text at confirmation, shipment, delivery day and delivery.
- →Alert customers proactively about delays.
- →Keep marketing out of transactional texts without consent.
- →Use a two-way number so customers can reply.
Put this into practice with Text2Sale
Import leads, create follow-up campaigns, organize replies, and connect texting, calling, and appointments in one workspace.
Frequently asked questions
Do I need consent for shipping texts?
Customers should request text updates, for example by opting in at checkout. Marketing texts need separate consent.
How many shipping texts is too many?
Three or four per order is usually welcome. More than that starts to feel noisy.