Once a customer places an order, they want to know what's happening with it. Has it been confirmed? Has it shipped? Is it out for delivery? When can they expect it to arrive?
For a business handling lots of orders, sending these updates can save customers from having to check their order repeatedly or contact support just to find out what's happening. A few well-timed messages can keep the customer informed throughout the delivery process.
Keep the customer informed from checkout to doorstep
Imagine Tolu orders a phone from an online retailer.
Sender: SwiftCart
Hi Tolu, your order #SC48291 has been confirmed. We'll let you know when it ships.
When it leaves the warehouse:
Your SwiftCart order #SC48291 has been dispatched. Track your delivery: emisri.link/track/48291
On delivery day:
Your order #SC48291 is out for delivery today. Track your rider: emisri.link/track/48291
After delivery:
Your SwiftCart order #SC48291 has been delivered. Thank you for shopping with us.
The customer gets useful information at each stage without needing to ask.
The important messages are often the unexpected ones
Real deliveries do not always go perfectly. The rider may be unable to reach the customer, the address may need updating, or the delivery may be delayed. The customer may also need to choose another delivery time.
For example:
Sender: SwiftCart
We couldn't complete delivery of order #SC48291 today. Choose another delivery time: emisri.link/reschedule/48291
That message turns a delivery problem into a clear next step.