Notifications

Keep customers informed with automatic SMS notifications. This guide explains how SMS notifications work, when they're sent, and what customers receive.

What Are SMS Notifications?

SMS notifications are text messages sent to customers when key order events occur.

Examples:

• "Your order #1234 has been received. We'll let you know when it's ready!"
• "Your order #1234 is ready for pickup at Mario's Pizza Kitchen."

Benefits:

• Keeps customers informed without them checking their email
• Reduces "where is my order?" calls
• Improves customer experience and trust

How SMS Notifications Work

Ordery sends SMS messages to customers when key events occur.

What triggers SMS:

1. Order placed — Confirmation text when the customer completes checkout
2. Order ready — Notification when the order is marked "Ready" (especially important for pickup orders)

Requirements:

• Customer must provide a phone number at checkout
• Phone number must be valid and capable of receiving SMS

ℹ️ Note: SMS notifications are sent automatically. You don't need to manually trigger them.

When Customers Receive SMS

Order Confirmation

Sent when: Customer completes checkout and payment is successful.

Message includes:

• Order number
• Store name
• Confirmation that the order is received
• Estimated time for delivery or pickup

Example: "Thank you for your order! Your order #1234 at Mario's Pizza Kitchen has been received. Estimated delivery: 45 minutes."

Order Ready Notification

Sent when: You update the order status to "Ready" in the admin panel.

Message includes:

• Order number
• Store name
• Confirmation that the order is ready for pickup or out for delivery

Example: "Your order #1234 is ready for pickup at Mario's Pizza Kitchen. See you soon!"

💡 Tip: Update order statuses promptly so customers receive timely notifications.

Phone Number Handling

UK Phone Number Handling

Ordery accepts UK phone numbers in various formats:

• 07123 456789
• 07123456789
• +44 7123 456789
• +447123456789

All formats work correctly for SMS delivery.

International Numbers

Ordery primarily supports UK phone numbers.

Ordery SMS notifications are designed for UK phone numbers. International SMS is not currently supported.

SMS Rate Limiting

Ordery limits SMS messages to prevent abuse and unnecessary costs.

Rate limit: Maximum of 2 SMS messages per order.

What this prevents:

• Accidental duplicate messages
• Excessive messaging costs
• Spam

How it works:

1. First SMS: Order confirmation
2. Second SMS: Order ready notification
3. Additional status updates don't trigger SMS

ℹ️ Note: Customers can still check their order status via the order tracking page, even if SMS is rate-limited.

Customer Opt-Out

Customers can opt out of SMS notifications by not providing a phone number at checkout.

What happens:

• Phone number field is optional
• If left blank, no SMS is sent
• Customers still receive email confirmations

Customers can reply "STOP" to opt out of future SMS messages. This is a standard feature of SMS services.

Best Practices

Update Order Statuses Promptly

• Mark orders "Ready" as soon as they're complete
• Customers receive timely SMS notifications
• Reduces calls asking "Is my order ready?"

Verify Customer Phone Numbers

• Check for typos or invalid numbers
• Call the customer if the SMS fails to deliver
• Ensure phone numbers are formatted correctly (Ordery handles this automatically)

Use SMS to Improve Pickup Experience

• Notify customers when their order is ready
• Reduces wait times at your location
• Customers arrive at the perfect time

Communicate Delays

• If an order is running late, call or text the customer directly
• Proactive communication prevents frustration

Common Questions

Q: Can I customise SMS messages? Not currently. SMS messages are predefined templates. Contact support if you need custom messaging.

Q: Can customers reply to SMS messages? SMS messages are one-way notifications. Customers cannot reply to receive responses; they should contact you via phone or email.

Q: What if a customer doesn't receive the SMS?

• Check that the phone number is correct
• Verify the number can receive SMS
• The customer can still track their order via email or the tracking page

Q: Can I disable SMS notifications? SMS notifications are sent automatically when customers provide a phone number at checkout. There is no option to disable SMS per store, but customers can choose not to provide a phone number.

Q: Do I get charged for failed SMS? Typically, yes. Failed messages still incur a cost from Twilio. Ensure phone numbers are valid to avoid waste.

Q: Can I send SMS to customers outside the UK? SMS notifications are UK-only. Use email notifications for international customers.

Q: How do I track SMS delivery? SMS delivery status is tracked in the system. If you need detailed SMS delivery logs, contact support.

Q: Can customers opt out of SMS after providing their number? Customers who reply "STOP" will not receive further SMS notifications.

What's Next?

With SMS notifications working, explore:

• Managing Orders — Update order statuses to trigger SMS
• Checkout & Order Tracking — Understand the customer notification flow
• Best Practices — Tips for customer communication

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