15 SMS templates for online stores: orders, shipping and delivery

In an online purchase, the customer wants to know three things: that the order was received, where it is and when it arrives. A timely SMS answers all three and reduces calls to your contact center. Here are 15 templates ready to adapt.

Why SMS for e-commerce

According to AMVO’s 2026 Online Sales Study, retail e-commerce in Mexico reached 941 billion pesos in 2025, up 19.2% from the previous year, and already accounts for 17.7% of retail sales.

More orders mean more “where is my package?” questions. SMS reaches the customer without your app or a data connection, and it is read within minutes.

These templates are transactional SMS messages: notices the customer expects about their own purchase. To see how SMS fits into your whole store operation, read our guide to SMS for e-commerce and retail.

Keep templates within the GSM7 alphabet (160 characters per segment instead of 70). Replace STORE with your brand and use links from your own domain.

Order and payment

1. STORE: We received your order #10482. We will text you when it is out for delivery. Thank you for your purchase.
2. STORE: Your payment for order #10482 was approved. We are preparing your package.
3. STORE: Your order #10482 is awaiting payment. Your payment slip expires on 11/12 at 23:59. If you already paid, ignore this message.
4. STORE: We could not process the payment for order #10482. Please check your details in your store.com account.

Shipping and delivery

1. STORE: Your order #10482 is on its way. Track it at store.com/tracking
2. STORE: Your order #10482 arrives today between 2 and 6 pm. If no one will be home, reschedule at store.com/delivery
3. STORE: Your order #10482 was delivered. Any issue? Reply to this message or write to help@store.com
4. STORE: We could not deliver your order #10482. We will try again tomorrow. You can change the address at store.com/delivery
5. STORE: Your order #10482 is ready for pickup at our Downtown branch. Show code 7731 and an ID.

For “on its way” and “arrives today” notices, see also our guide to SMS for logistics and last mile.

Exchanges, returns and refunds

1. STORE: We received your return request for order #10482. We will send you the shipping label within 24 hours.
2. STORE: Your $899.00 refund was processed. It will show in 5 to 10 business days depending on your bank.
3. STORE: Your size exchange for order #10482 is on its way.

After-sales and recovery

1. STORE: You left items in your cart. We will keep them for 48 hours: store.com/cart Reply STOP to opt out.
2. STORE: How was your purchase? Rate us in 1 minute: store.com/review
3. STORE: The product you were looking for is back in stock: store.com/p/1234 Reply STOP to opt out.

Abandoned cart, review and back-in-stock messages are commercial: send them only to customers who gave consent and always offer an easy way to opt out.

Tips to make them work

• Always include the order number: it is the first thing the customer will look for.
• Use short, recognizable links from your own domain. Avoid generic URL shorteners.
• Separate transactional notices (order, shipping) from commercial ones (cart, promotions).
• Keep the same sender across all messages.
• Schedule commercial messages at reasonable hours; send transactional ones when the event happens.
• Review delivery reports to clean up wrong numbers.

Sources

• La Jornada, “Comercio electrónico no se detiene: AMVO; ventas en línea crecieron 19% en 2025” (March 11, 2026, in Spanish). jornada.com.mx
• ETSI TS 123 038 V10.0.0 (3GPP TS 23.038), GSM 7-bit default alphabet. etsi.org

Frequently asked questions