SMS Templates for Order Updates, Confirmations & Deliveries
Reliable, timely order communication is the backbone of great ecommerce experiences. SMS messages cut through inbox clutter and give customers immediate, clear updates on confirmations, shipping, delivery, and returns. This guide provides practical, copy-ready SMS templates you can plug into your workflows — from purchase confirmations to out-for-delivery alerts and refund notices. Alongside templates, you’ll find best practices for personalization, timing, compliance, and automation, plus KPIs and A/B testing ideas to optimize deliverability and customer satisfaction. Whether you’re a small merchant or an enterprise logistics team, these messages will reduce support queries and strengthen trust with every order. Always measurable.
Why SMS still matters for order updates
- High open rates: SMS is read fast — usually within minutes.
- Immediate action: Customers click links and reply quickly from SMS.
- Channel-agnostic confirmation: Works regardless of email filters or app notifications.
- Reduces support load: Proactive messages cut “Where is my order?” queries.
Best practices before you send
- Get explicit opt-in — document consent and respect frequency limits.
- Use short, clear templates — keep messages under 160 characters when possible.
- Personalize with placeholders — use customer name, order ID, delivery window.
- Include essential info only — order ID, status, ETA, and a short help link or reply option.
- Use transactional templates for updates — these are generally exempt from marketing rules.
- Localize time & language — show local timezones and preferred language.
- Respect quiet hours — avoid late-night messages unless urgent.
Placeholders & examples to use
Recommended placeholders you can programmatically replace:
- {first_name}, {order_id}, {amount}, {ship_date}, {carrier}, {tracking_url}, {delivery_window}, {otp}, {pickup_location}
Templates: Order lifecycle (copy-paste ready)
1. Order Confirmation (Immediate)
Friendly:
Hi {first_name}, thanks for your order #{order_id}! We’ve received your payment of ₹{amount}. We’ll notify you when it ships. — {brand_name}
Formal:
Order #{order_id} confirmed. Amount: ₹{amount}. Estimated ship date: {ship_date}. Track: {tracking_url}
2. Payment Received (if separate)
Payment of ₹{amount} received for order #{order_id}. Thank you! We’ll update you when it ships. — {brand_name}
3. Processing / Packing
Good news {first_name} — your order #{order_id} is being packed. Expected dispatch: {ship_date}. Questions? Reply HELP.
4. Dispatched / Shipped (shipping update SMS)
Your order #{order_id} has shipped via {carrier}. Track here: {tracking_url}. ETA: {delivery_window}. — {brand_name}
5. Out for Delivery
Out for delivery: Order #{order_id} is out for delivery and should arrive today between {delivery_window}. Reply 1 to reschedule.
6. Attempted Delivery / Delivery Exception
Delivery attempt for #{order_id} failed. Reason: {reason}. Reattempt on {reattempt_date} or reply HELP to reschedule.
7. Delivered (confirmation)
Delivered Order #{order_id} was delivered at {time}. If this is incorrect, reply HELP or call {support_number}. Thanks for shopping with {brand_name}!
8. Delivery Delay
Update: Delivery for order #{order_id} is delayed due to {reason}. New ETA: {new_date}. We apologize and are on it.
9. Return / Pickup Initiated
Return initiated for order #{order_id}. Pickup scheduled on {pickup_date}. Track return: {return_tracking_url}.
10. Refund Processed
Refund of ₹{refund_amount} for order #{order_id} processed on {refund_date}. It may take 3–7 business days to reflect.
11. Curbside / Pickup Ready
Hi {first_name}, your pickup for order #{order_id} is ready at {pickup_location}. Show this SMS at collection. — {brand_name}
12. OTP for Delivery / Handover
Your delivery OTP for order #{order_id} is {otp}. Share only with our delivery partner at handover.
Tone options (choose per brand)
- Warm & casual: use emojis sparingly, friendly language. Good for D2C brands.
- Concise & formal: stick to facts and timings. Good for B2B or sensitive goods.
- Actionable: always give a next step — track link, reply keyword, or support number.
SMS length & character tips
- Keep below 160 characters for single SMS when possible.
- If you must exceed, ensure critical info appears in the first 90 characters so it’s visible in previews.
- Shorten tracking URLs with robust redirect services or use carrier templates that support clickable links.
Automations & triggers
- Immediate: Order confirmation (on payment)
- Next: Payment receipt & packing update
- Pre-ship: Dispatch/shipping SMS with tracking
- During transit: Out for delivery + attempted delivery exceptions
- Post-delivery: Delivered confirmation + NPS or review ask after 48–72 hours
- Returns: Pickup confirmation → refund processed → final closure
Compliance & deliverability checklist
- Use registered sender IDs where required.
- Use approved template messages for business-initiated outbound templates where applicable.
- Throttle bursts to avoid carrier throttling.
- Monitor bounce & complaint rates; high rates lower deliverability.
Metrics to track (KPIs)
- Delivery rate — messages successfully delivered.
- Open/Read proxies — replies or clicks on tracking links.
- Click-through rate (CTR) — for tracking and self-serve pages.
- Response rate — customer replies to HELP or reschedule.
- Support call reduction — number of “where is my order” queries before vs. after.
- Customer satisfaction — CSAT or NPS after delivery.
A/B testing suggestions
- Test opening line (e.g., “Hi {first_name}” vs “Order update”) for response lift.
- Test CTA link vs. reply keyword for rescheduling.
- Test timing for out-for-delivery (morning vs. two hours before).
- Test formal vs. friendly tone across segments (high-value vs. first-time buyers).
10 Quick templates — copy-paste bundle
(Short, one-line quick templates you can plug into your system)
- Order #{order_id} confirmed. Thanks — {brand}
- Payment of ₹{amount} received for #{order_id}. Track: {tracking_url}
- Packed & ready: #{order_id}. Dispatch: {ship_date}
- Shipped via {carrier}. Track: {tracking_url}
- Out for delivery today between {delivery_window}
- Delivered: #{order_id} at {time}. Questions? Reply HELP
- Delivery delayed. New ETA: {new_date}
- Return pickup scheduled on {pickup_date}
- Refund ₹{refund_amount} processed for #{order_id}
- Pickup ready at {pickup_location}. Show this SMS.
When to ask for reviews (post-delivery timeline)
- Wait 48–72 hours after delivery for experience-based reviews.
- Send a brief SMS with a short link and an incentive if desired:
Hi {first_name}, hope you love your {product}. Rate your experience: {review_url} — It takes 30s.
FAQs
SMS Templates for Order Updates, Confirmations & Deliveries
1. How soon should I send an order confirmation SMS?
Send it immediately after payment or order placement — within minutes — to reassure the customer and reduce cart doubts.
2. Are transactional SMS allowed at night?
Avoid non-urgent messages during quiet hours (typically 10pm–7am local). Urgent delivery exceptions are acceptable, but use sparingly.
3. Should I include tracking links in SMS?
Yes. A short tracking link improves customer experience and reduces support queries. Use URL shorteners that maintain trust (brand domain if possible).
4. How do I personalize messages at scale?
Use your order management or CRM system to populate placeholders like {first_name} and {order_id}. Test a sample batch before full roll-out.
5. What if a customer replies to the SMS?
Automate replies for common keywords (HELP, RESCHEDULE) and route complex queries to support agents. Log replies in CRM.
6. How many messages per order are too many?
Limit to essential updates (confirmation, shipped, out-for-delivery, delivered, and one post-delivery). Extra messages should be opt-in (e.g., promotions).
7. Can I use SMS templates for international customers?
Yes — but local regulations, sender IDs, and consent requirements vary by country. Localize content, time, and sender info for best results.