"Where is my order?" is the question support teams hear most, and most of the time the answer is "on its way." A text at each step of the trip answers it before the customer has to ask. Shipping texts also get read: they're the messages customers actually want from a store.
Below are 25 shipping update templates, grouped by stage, from order confirmed to delivered, plus the texts for delays and problems that matter most. Each has a character count and advice on when to send it. After the templates, we cover the replies customers send back and how to handle them.
How to use these templates: words in curly brackets, like {name} and {link}, are placeholders your texting tool fills in. Each count shows the length once they are filled in, and how many message segments that takes. Every template is plain text with no emoji, so one segment holds 160 characters.
Rules for shipping texts
- Get permission first: Order updates need the customer's agreement to texts. A checkout checkbox that names order updates covers it. See SMS opt-in language examples.
- Keep them about the order: A shipping text with a promotion tacked on becomes a marketing text, with stricter consent rules. Keep offers for separate texts to people who opted in to marketing.
- Include opt-out wording: Carriers expect automated texts to show how to stop, and they check for it in your registered samples. Every template here ends with "Reply STOP to opt out" or similar. If your texting tool adds it automatically, drop it from the template so it isn't there twice.
- One link: tracking: On your own domain if you can, not a public shortener. See why business texts aren't delivering.
- Don't duplicate the email: If customers get a shipping email too, the text can be shorter. Let them choose texts, email or both.
Order confirmed and being prepared
| When to send | Template | Characters |
|---|---|---|
| Minutes after checkout | {store}: Thanks, {name}! Order {order} is confirmed. We'll text you when it ships. Reply STOP to opt out. | 103 (1 segment) |
| When the order is packed | {store}: Order {order} is packed and ready to go. Tracking is coming soon. Reply STOP to opt out. | 98 (1 segment) |
| Made-to-order or custom items | {store}: We've started making your order {order}. It usually ships in 5-7 days. We'll text when it's on its way. Reply STOP to opt out. | 136 (1 segment) |
| Pre-order placed | {store}: Your pre-order {order} is in! It's expected to ship around {date}. We'll keep you posted. Reply STOP to opt out. | 122 (1 segment) |
Shipped
| When to send | Template | Characters |
|---|---|---|
| When tracking is first available | {store}: Order {order} shipped with {carrier}! Track it here: {link}. Reply STOP to opt out. | 102 (1 segment) |
| Shipped, with expected date | {store}: Good news, {name}! Your order is on the way and should arrive by {date}. Track: {link}. Reply STOP to opt out. | 134 (1 segment) |
| Part of the order shipped | {store}: Part of order {order} shipped today: {link}. The rest ships separately and we'll text when it does. Reply STOP to opt out. | 147 (1 segment) |
| Subscription order shipped | {store}: Your {product} subscription order is on its way! Track it: {link}. Next order: {date}. Reply STOP to opt out. | 139 (1 segment) |
| Gift order shipped | {store}: Your gift order {order} shipped and should arrive by {date}. We left the prices out of the box. Reply STOP to opt out. | 128 (1 segment) |
Out for delivery and delivered
| When to send | Template | Characters |
|---|---|---|
| Morning of delivery day | {store}: Your order is out for delivery today! Track it live: {link}. Reply STOP to opt out. | 110 (1 segment) |
| Delivered | {store}: Your order was delivered. We hope you love it, {name}! Reply STOP to opt out. | 86 (1 segment) |
| Delivered, with a how-to | {store}: Your {product} has arrived! Here's a quick guide to getting started: {link}. Reply STOP to opt out. | 129 (1 segment) |
| Delivered to a pickup point | {store}: Your order is waiting at the pickup point. Bring your ID and order number {order}. Details: {link}. Reply STOP to opt out. | 147 (1 segment) |
| Ready for local pickup | {store}: Order {order} is ready for pickup at our shop! Open {hours}. Reply STOP to opt out. | 105 (1 segment) |
Delays
This is where texts earn their keep. A customer who hears about a delay from you before they notice it is much calmer than one who finds out from the tracking page. Say what happened, the new date and what they can do.
| When to send | Template | Characters |
|---|---|---|
| Order will ship late | {store}: Sorry, {name}, order {order} is running a few days behind. It should now ship by {date}. Reply here with any questions. Reply STOP to opt out. | 149 (1 segment) |
| Carrier delay in transit | {store}: Your package is delayed in transit with {carrier}. New estimate: {date}. Track: {link}. Reply STOP to opt out. | 131 (1 segment) |
| Weather delay | {store}: Weather is slowing deliveries in your area. Your order is safe and should arrive by {date}. Reply STOP to opt out. | 126 (1 segment) |
| Item on backorder | {store}: One item in order {order} is back-ordered until {date}. Reply WAIT to keep it or REFUND to get your money back for that item. Reply STOP to opt out. | 158 (1 segment) |
| Holiday volume | {store}: Carriers are extra busy this week, so your order may take a day or two longer. Track it: {link}. Reply STOP to opt out. | 146 (1 segment) |
Problems and exceptions
| When to send | Template | Characters |
|---|---|---|
| Address problem | {store}: The carrier can't deliver order {order} to your address. Reply with the right address or fix it at {link}. Reply STOP to opt out. | 154 (1 segment) |
| Missed delivery attempt | {store}: {carrier} tried to deliver your order today and missed you. See your options: {link}. Reply STOP to opt out. | 129 (1 segment) |
| Package returned to sender | {store}: Order {order} came back to us. Reply here and we'll reship it or refund you, whichever you prefer. Reply STOP to opt out. | 131 (1 segment) |
| Package lost | {store}: We're sorry, {name}. Order {order} looks lost in transit. We're sending a replacement today, no need to do anything. Reply STOP to opt out. | 146 (1 segment) |
| Tracking hasn't updated | {store}: Tracking for order {order} hasn't updated in a few days. We've asked {carrier} and will text you by {date}. Reply STOP to opt out. | 134 (1 segment) |
| Signature needed | {store}: Your order needs a signature on delivery {date}. Can't be home? Change delivery here: {link}. Reply STOP to opt out. | 143 (1 segment) |
When to send each one
| Stage | Send | Skip it when |
|---|---|---|
| Confirmed | Minutes after checkout | Your confirmation email arrives instantly and the order ships the same day |
| Shipped | When tracking first shows movement, not just a label | Never. This is the one everyone wants |
| Out for delivery | Morning of delivery day | You can't get delivery-day scans from the carrier |
| Delivered | Within an hour of the delivery scan | The customer asked for fewer texts |
| Delays and problems | As soon as you know, before the customer asks | Never |
Send the shipped text when the carrier has the package, not when the label is printed. "Shipped" followed by three days of "label created" causes more where-is-my-order questions than no text at all.
Replies customers send back, and how to handle them
Shipping texts get replies. If nobody answers them, the text that was meant to prevent support questions creates them. Plan for these:
| Customer replies | What they need | How to handle it |
|---|---|---|
| "Where is it?" after a shipped text | The current status | Look up the order and reply with the latest scan and date |
| "Can I change my address?" | An address change before delivery | Change it if the carrier allows, or explain the redirect option |
| "It says delivered but it's not here" | Reassurance and a plan | Ask them to check around, set a time to follow up, then reship or refund |
| "Cancel my order" | A cancellation or a reason to wait | Cancel if it hasn't shipped; if it has, explain the return |
| A photo of a damaged item | A replacement | Thank them, confirm the order and send the replacement |
| "Thanks!" | Nothing | No reply needed, or a short one if a person is answering |
| STOP | No more texts | Opt them out right away. Send one confirmation and nothing else |
Most of these need someone, or something, to look up the order. That's the difference between a one-way notification and a number that answers.
Send shipping texts and answer the replies with Chargezen
- Order updates by text: SmartyTap sends order updates and reminders by text, to people who asked for them, and automations can start from a purchase or an event from your systems.
- Replies answered with the real status: Concierge looks up the order, reads the latest tracking and tells the customer where their package is, on text, chat, email or phone. Lost or stuck packages go to your team with the details. See order tracking.
- Opt-outs enforced: STOP and similar replies opt a customer out, and opted-out numbers are never texted. See text messages.
- A number that texts and calls: Toll-free texting with verification handled, so updates are delivered.
SmartyTap Starter is $20 a month with 250 SMS credits; Pro is $199 a month with 2,500. Concierge Starter is $20 a month and Pro is $199 a month. See pricing.
Glossary: WISMO, order fulfillment, SMS flow and SMS segment. More templates: review request texts, after-hours auto-replies and subscription reminder texts.
Frequently asked questions
Do shipping texts need opt-in?
Yes. The customer should agree to receive texts, and the opt-in should mention order updates. Carriers check how you collect consent when you register your number.
Should every shipping text say "Reply STOP"?
It's the safe default for automated texts and matches what carriers look for in your registered samples. If your platform adds it automatically, don't add it twice.
How many shipping texts is too many?
Shipped and delivered are the two most customers want. Add out for delivery for valuable or time-sensitive orders, and always text about delays and problems. Let customers choose fewer.
Can I add a discount to a shipping text?
It's better not to. A promotion turns an order update into a marketing text, which needs marketing consent. Send offers separately to customers who opted in.
