Retail SMS workflow
Send an SMS when a customer needs an update or has to take action. For most orders, that means confirmation, dispatch or collection, and a separate message if plans change. Choose one sender for each order event to reduce duplicate updates.
SMS order notification templates
| Event | Example text |
|---|---|
| Order confirmed | [Store] received order [ref]. We’ll text you when it’s ready to collect or has been dispatched. Questions? Call [number]. |
| Ready for collection | [Store] order [ref] is ready at [branch]. Collect by [date] during [hours]. Call [number] if you need help. |
| Dispatched | [Store] order [ref] has left our store. Track it here: [tracking link]. For help, call [number]. |
| Collection or delivery delayed | [Store] order [ref] is delayed. We expect an update by [day/time]. Need help now? Call [number]. |
Replace the brackets with real order information. If you include a tracking link, use a recognisable link your team has checked. Keep payment details and unnecessary personal information out of the message.
Choose one sender for each event
- Write down which system knows that an order is confirmed, dispatched or ready. Use the system that has the reliable order status.
- Check whether your courier, shop platform or staff already sends the same update. Assign each event to one sender.
- Test with a controlled order. If an API request times out, check what happened before retrying. Keep a way to pause sending if the wrong event fires.
Use the web portal if your team sends from a prepared list. Use the SMS API if your order system should send the update when the order status changes.
What will the updates cost?
If 500 orders each receive two one-part messages, budget for 1,000 SMS parts. At SMSFlow’s standard 16c excluding VAT per part, that is R160 excluding VAT or R184 including VAT. Preview actual message lengths after adding order references and links.