After checkout, customers have many questions, like “Did my order go through?” and “When will my package arrive?” Leave those questions unanswered too long, and you get support tickets, refund requests, and customers who don’t come back.
Fortunately, it’s easy to stay ahead of those questions. You just need to set up a simple order update and shipping notification workflow in your marketing platform. From there, customers automatically receive updates as their order moves from purchase to delivery.
Ready to make that happen? Here’s how to get your order update flow running perfectly.
SMS vs. email for order notifications
For years, email was the undisputed gold standard for post-purchase communication. Then, SMS entered the picture, and for anything time sensitive, it’s hard to beat. People see texts almost instantly, as they appear right on the lock screen alongside push notifications. And the SMS open rate is unmatched at 98%.
But this isn’t an either-or decision. The best post-purchase strategies use both channels together to exceed customer expectations. Email gives you room for receipts, order details, and return policies, while SMS delivers the real-time updates customers want most. It’s the ultimate combination for the 91% of buyers who track their packages and eagerly await each order status update.
The value of keeping customers informed
Sending real-time updates might seem like a small detail, but it plays a massive role in how people view your ecommerce brand. When you keep customers updated from checkout through the end of the delivery process, you benefit in 3 major ways.
Build customer trust
Nothing destroys buyer confidence faster than silence after spending money online. Sending instant updates proves your brand is on top of things, replacing post-purchase anxiety with total peace of mind. It’s an easy way to build trust, boost customer satisfaction, and encourage repeat purchases.
Improve the customer experience
Automatic updates keep the customer in the loop without any effort on their part. They don’t have to log in, track down emails, or guess when their package might show up. The information comes to them right when they need it, helping build customer loyalty with every purchase.
Decrease support inquiries
A well-designed SMS notification strategy answers post-purchase questions proactively. Since customers don’t have to reach out, support tickets drop significantly. Your team gets time back to focus on more complex issues instead of repeatedly answering “Where’s my order?”
Types of order and shipping notifications
To get the best results from SMS, focus on the moments where customers are most anxious for information. Here are the 4 essential types of order updates, when to send notifications, and what to include in each message.
Order confirmation
An order confirmation should go out immediately after checkout. The goal is to confirm the purchase went through, provide the order number, and set customer expectations.
Ideally, you want to keep the copy short and simple, like “Hi, [Name]! Thanks for shopping with us. We’ve received your order #12345 and are getting it ready. We’ll text you again when it ships.” Also, send a detailed receipt by email, where customers can easily reference their order information later.
Shipping updates
Send shipping updates as soon as an order leaves the warehouse. Text your customer a direct tracking link along with their estimated delivery time so they aren’t left waiting in the dark. If anything prevents the package from arriving on time, provide delay updates as well.
For the initial message, you might write “Great news, [Name]! Your order has shipped and should arrive by [date]. Track your package here: [link]” If there’s a delay, go with “Hey [Name], your package is running a little late, but it’s still on the way. Check your updated tracking info here: [link]”
Delivery confirmation
Always send delivery updates within a few minutes of the package hitting the porch. Timing is crucial, as it not only gives buyers immediate peace of mind but also protects deliveries from bad weather or theft.
To confirm the delivery status, write something like “Drop everything—Your package just arrived at your front door. If you need anything, just reply to this text.” Be sure to send an email, too, so customers have backup confirmation if they need to troubleshoot issues at their computer.
Post-delivery follow-up
About 3-5 days after delivery, consider sending a follow-up message. Give customers enough time to try the product so you can collect their feedback about the shopping experience and the item.
It’s also a natural spot to request a review, recommend related products, or share where to go for support. Try a message like “Hi, [Name]! We hope you’re loving your order. Mind leaving a quick review here: [link]? And if anything’s not quite right, reply and we’ll sort it out.”
5 Steps to setting up SMS order status notifications
Ready to communicate with customers through every stage of the post-purchase journey? Follow these 5 steps to build an SMS order notification workflow and ensure customers receive updates at all the right moments.
Step #1: Collect SMS consent during checkout
Before sending a single text, customers must explicitly opt in to receive SMS messages. The checkout page is the perfect place to add a simple checkbox for text updates right alongside where you offer email notifications.
To get the best results, remind customers of the value of signing up and link to your SMS opt-in policy. Also, be sure to use a recognizable sender ID and follow all SMS compliance rules for your area, like keeping transactional and marketing texts separate.
Step #2: Connect your online store and marketing platform
Next, connect your online store to your SMS marketing platform so order data can flow automatically between the systems. This connection allows your store to instantly share order details, customer names, and tracking milestones with your marketing software without any manual work on your end.
Step #3: Write personalized SMS messages for real-time updates
With that connection set up, it’s time to write the SMS message. Craft a message for each stage of the order journey, using merge tags to personalize each message with the customer’s name, order number, and estimated delivery date.
Step #4: Design automated SMS notification workflows
Now take your messages and build them into an automated SMS workflow. You’ll need to set up triggers that determine when each message goes out. For instance, when setting up your delivery notification workflow, the trigger would be the order status updating to “Delivered,” so the customer receives the message the moment their package arrives.
Step #5: Test and optimize your automated messages
Before rolling this out to every customer, test the workflow from start to finish. Place a test order yourself and then step out of the role of retailer and into the customer’s shoes.
Notice how each message lands, whether the timing feels right, and if anything reads as confusing or robotic. Fix and retest your workflow until you’re confident it delivers a smooth, helpful experience for every customer.
Share SMS order, shipping, and delivery notifications
At the end of the day, customers just want to know what’s going on with their order. Is my order confirmed? Has it shipped yet? When should I expect it to arrive? With SMS, you can answer all those questions proactively and in real time. Each automated flow delivers total peace of mind on autopilot, cutting down on support tickets while building a brand experience shoppers will love.