Order notifications
Every order update, in the place your customer looks
Confirmation in the inbox, a text when it ships, a WhatsApp message when it's ready to collect. Shoppers choose how they hear from you, and every message comes from your store's name.
- Email, SMS and WhatsApp
- Sent from your own domain
- Opt-in and opt-out built in
Availability: Order emails on every plan; SMS & WhatsApp and your own sender domain on paid plans
SMS & WhatsApp
Short, timely and in your words
Turn on texts for each order event — placed, shipped, delivered, ready for pickup and cancelled — and choose SMS, WhatsApp or both. Write each message yourself with merge tags for the shopper's first name, order number, order link, tracking link, carrier and total, and watch the character and segment count as you type.
- Messages up to 480 characters, with defaults ready to use
- WhatsApp updates use your approved Twilio Content templates — paste a template ID per event
- Only shoppers who ticked "Text me updates about my order" at checkout receive texts
- Replies like STOP, START and HELP are handled automatically
Channels
The channels shoppers already use
Text messages use your own Twilio account, so you keep your numbers and Twilio bills you directly for what you send.
Third-party names are trademarks of their owners and are shown only to describe what you can connect.
Texts & chat
- Twilio SMS
- WhatsApp via Twilio
- Transactional order emails
- Your own sender domain
Connecting Twilio
Set up texts in four steps
Step 1: Enter your Twilio details
Account SID and auth token, plus a sending number, a Messaging Service, a WhatsApp sender — or several. SellOrchard checks them with Twilio before saving.
Step 2: Paste the webhook URLs
Copy the delivery-status and inbound-message URLs from settings into Twilio so statuses and replies come back to your store.
Step 3: Send a test
Send an SMS or WhatsApp test to your own phone.
Step 4: Choose your events
Switch on each order event per channel, adjust the text, and save.
Everything it covers
Emails, texts and sender identity
25capabilities in 4 areas
Order emails
6- Order confirmed, on its way, ready for pickup, delivered, cancelled and refunded
- "New order" email to your team with a link straight to the order in the admin
- Point of Sale receipts by email
- Sent in the shopper's storefront language, with subject and intro you can override
- Payment instructions on unpaid bank-transfer or cash-on-delivery confirmations
- Downloads included in confirmations for paid digital orders
SMS & WhatsApp
7- Per-event toggles for SMS and WhatsApp
- Merge tags: first name, store name, order number, order link, tracking link, tracking number, carrier and total
- Live character and segment counter (160 / 70 character rules)
- Phone numbers normalised to international format using your store's country
- Opt-outs by keyword stored and respected on every future send
- HELP replies answered with your store name and STOP instructions
- Reply to an inbound message from the admin
Message log
5- Every outgoing and incoming text with channel, status and segments
- Delivery statuses from Twilio: queued, sent, delivered, failed or undelivered
- Error codes for failed messages
- Message history on each customer's page
- Filters by direction, type and status
Your own sender domain
7- Send store emails as your own address, such as orders@yourstore.com
- Choose the sender name and the part before the @
- Three DNS records to add — DKIM, SPF and MX — shown in a copyable table
- Hints for Cloudflare, GoDaddy, Namecheap and Hostinger
- Records re-checked automatically while pending, and daily once verified
- Falls back to the default SellOrchard address — and tells you — if the domain stops verifying
- Replies still go to your store email
Consent comes first
Order texts only go to shoppers who asked for them, and anyone who replies STOP is never texted again. Marketing texts are a separate consent. Twilio's own fees for messages are billed to your Twilio account, not by SellOrchard.
Do I need a Twilio account?
Yes, for SMS and WhatsApp. Each store connects its own Twilio account, and Twilio bills you for the messages you send. Order emails work without Twilio.
Which order events can send a text?
Order placed, shipped, delivered, ready for pickup and cancelled. Each can be switched on for SMS, WhatsApp or both, with its own message.
Why does WhatsApp need a template?
WhatsApp only allows businesses to start conversations with approved message templates. Create them in Twilio and paste the Content template ID for each event; SellOrchard fills in the shopper's name, order number, order link and tracking link.
Can I send emails from my own domain?
Yes, on paid plans. Enter the address you want to use, add the three DNS records shown, and press Check records. Once verified, store emails go out from your address.
What languages are order emails sent in?
The shopper's storefront language. You can also override the subject and intro text of each email.
Can I try texts during the free trial?
During the trial you can send test messages to a number you type. Sending order texts to shoppers starts on a paid plan.
Keep every customer in the loop
Connect Twilio, set up your sender domain and let each order speak for itself.
No credit card needed to start.