Texting Guide for Order Updates

Order update texts keep customers informed at every stage of fulfillment. Clear messages reduce support tickets and set accurate expectations. TextUs helps you automate concise notifications that are easy to act on.

How TextUs Fits Order Update Workflows

TextUs Campaigns can send confirmations, shipment notices, and delivery alerts from your CRM, ERP, or ecommerce platform. You can attach PDFs or images such as receipts, packing slips, or delivery instructions so customers can verify details quickly.

Keywords like TRACK, STATUS, or HELP can enroll contacts in Sequences that provide links or escalate to support automatically.

Replies can appear in the Shared Inbox, where fulfillment and service teams assign owners and respond with templates. Integrations can sync order numbers, tracking links, and conversation history back to your system of record.

You can review deliveries, replies, and clicks, then export CSVs to connect messaging with on-time delivery and case reduction.

What to Set Up First

Connect your CRM, ERP, or fulfillment software so order data and contact fields can sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically.

Define which stages will trigger texts, including order placed, shipped, out for delivery, delivered, and exception.

Create templates for each stage and exception type. Useful sets include confirmation, shipped, out for delivery, delivered, address issue, signature required, and delay notice. Assign Shared Inbox coverage by team and hours so responses remain quick during peak windows.

Build segments such as New Orders, In Transit, Out for Delivery, Delivered Today, and Delayed Shipments. Clean lists can prevent duplicate notices and keep timing precise.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Shipped Orders.” This can make sure your message reaches customers at the right stage.
2. Write your message: Keep it short and clear. Example: “Hi {{first_name}}, your order [#] has shipped. Reply TRACK for your link or HELP with a question.”
3. Attach media: Add a packing slip, delivery photo, or instructions when helpful. Attachments can reduce confusion and follow-up.
4. Set up an A/B test: Create a second version that changes one element, like tone or call to action. Compare reply and click rates and keep the winner.
5. Schedule your campaign: Send immediately after status changes, then add a delivery confirmation. You can also schedule a follow-up for feedback.
6. Create a keyword: Add a keyword such as TRACK or STATUS and reference it in your message. TextUs can recognize and route replies automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the tracking link. Step 2: Follow up after 24 hours if there is no delivery scan.”
8. Send and monitor: Launch your campaign, watch replies, and route exceptions to an owner in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Here is your tracking link: [short URL]. We will text again at delivery.”
• Step 2 (reminder): “Your package should arrive today. Need help with delivery options? Reply HELP.”

Segmentation and Personalization Strategy

Segment by order stage, carrier, and delivery method so each text drives one action. Useful dimensions include product type, signature requirement, region, and service level. Exclude cancelled or already delivered orders.

Personalize with first name and one detail such as order number, product, or window. Example: “Hi {{first_name}}, your [Product] is out for delivery today. Reply STATUS for updates.” Set fallbacks so no message looks broken.

Refresh segments hourly for active shipments and immediately on exceptions. Fast updates can prevent duplicate messages and missed handoffs.

Template Library for Order Update Scenarios

Maintain a compact library your team can reuse without rewriting. One update per message and one clear action.

• “Hi {{first_name}}, order [#] is confirmed. Reply HELP if you need to change address.”
• “Your order [#] has shipped. Reply TRACK for your link.”
• “Your [Product] is out for delivery today. Reply STATUS for live updates.”
• “Delivered: order [#] at [Time]. Need a receipt? Reply RECEIPT.”
• “We detected a delay on order [#]. Want the latest estimate? Reply STATUS.”
• “Signature is required for order [#]. Will someone be available? Reply YES or HELP.”

Review the template performance monthly with compliance. Retire low performers, refine phrasing, and keep attachments small so files open quickly on mobile.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with fulfillment metrics such as on-time delivery, first contact resolution, and ticket deflection. Preserve campaign name, stage, keyword, variant, and send time so you can run cohort analysis.

Track reply-to-resolution and click-to-self-serve rates by stage and carrier. Include attachment and link usage to see whether delivery photos or receipts reduce support volume. Publish a one-page summary showing delivery rate, reply rate, resolution rate, and top-performing opener.

Delivery Windows, Exceptions, and Returns

Set expectations early with a clear delivery window and a path to options. Provide a TRACK keyword that returns the link and a HELP keyword that reaches support. For signature, send a simple heads-up with the window and an option to reschedule.

Treat exceptions with a short, honest update and one action. Address issues, weather delays, and missed attempts should include a new step, such as pickup, reschedule, or neighbor authorization, where allowed. For returns, text the label link and instructions, then confirm receipt when scanned.

Keep sensitive information out of SMS. Use secure links for payments, address edits, or identity checks.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so fulfillment and support see the same thread. The first responder assigns the conversation to themselves so ownership is clear. Templates can standardize answers, while one personal line can keep the tone helpful.

Use tags like Confirmed, In Transit, Out for Delivery, Delivered, Delay, and Return to organize threads. Add a short note before forwarding to warehouses or carriers so context travels with the conversation. Keep notifications on during delivery hours to resolve issues quickly.

Tracking Results and Improving Performance

Check delivery and reply metrics a few hours after each send. Delivery below 95 percent can signal data or registration issues that you should fix before the next batch. Compare A and B variants weekly and standardize on the stronger performer.

If your text included a link or attachment, review clicks as a readiness signal. Reconcile TextUs data with carrier scans and ticket volume to prove deflection. Small changes to opener length, send time, and keyword choice can lift reply rate by 15%.

Tune cadence by stage. Confirmation can be immediate, shipment can be sent once with a link, and delivery can include one follow-up for feedback. Keep tests small and ongoing so learning compounds.

Compliance and Deliverability for Order Updates

Use registered 10DLC numbers for all order traffic. Keep opt-out handling on so STOP and UNSUBSCRIBE can process automatically. Include a short line in the first message that says “Reply STOP to opt out.”

Avoid spam triggers by limiting links, punctuation, and all caps. Do not include payment or account security details in SMS. Use secure links for portals, address edits, and refunds.

Keep attachments relevant and lightweight, such as receipts or delivery photos. Send during local hours and cap frequency so messages feel helpful rather than noisy.

FAQs About Texting Guide for Order Updates

Can I attach receipts or delivery photos to my texts?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Many teams attach receipts, packing slips, or delivery photos so customers can verify orders quickly.

Can I automate tracking and delivery confirmations?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences to send links and reminders automatically. A reply with TRACK or STATUS can return the latest information without manual work.

How do Keywords and Sequences reduce support load?

When someone replies with a keyword like TRACK or HELP, TextUs can enroll them in a Sequence. The first step can send the tracking link, and the second can check whether the issue is resolved.

How does the Shared Inbox help fulfillment and support collaborate?

All replies appear in one shared view so teams can assign owners, tag threads, and add notes for handoffs. This can prevent duplicate outreach and speed up resolutions.

What metrics should I track to prove impact?

Start with delivery, reply, and click rates. Export TextUs data and match it with on-time delivery, ticket deflection, and first contact resolution. Weekly summaries can show which messages and stages perform best.