Help CenterHelp Center / WhatsApp and notifications · Reference
Returns, courier updates, sign-in codes, cart reminders, back in stock, gift cards and review requests, by channel.
Besides order updates, your shop sends the messages below. Each one has its own switch on its own screen. A tick means the code can send it on that channel once the channel is set up.
| Message | Push | SMS | Where you control it | ||
|---|---|---|---|---|---|
| Return and exchange updates | — | ✓ | ✓ | ✓ | Notify Customers By in Return messages. E-mail is the default |
| Courier updates: out for delivery, attempt failed, returning | — | ✓ | ✓ | ✓ | Courier delivery rules and customer updates. Each update starts off |
| Sign-in and verification codes | — | ✓ | ✓ | — | Customer sign-in codes |
| Password reset code | — | ✓ | ✓ | ✓ | Sent wherever a code can reach the customer |
| Abandoned-cart reminders | — | ✓ | ✓ | ✓ | Channels, in order in Abandoned-cart reminders |
| Back-in-stock alerts | ✓ | — | ✓ | ✓ | Channels in Back-in-stock alerts |
| Gift card to its recipient | — | — | ✓ | ✓ | The recipient details on the card. See Issue a gift card |
| Gift is on its way, to the recipient | — | ✓ | ✓ | — | Notify The Recipient When Out For Delivery. See Gift orders |
| Review request after delivery | ✓ | — | — | ✓ | Review settings |
| Point-of-sale receipt | — | — | — | ✓ | Sent from the till when the cashier e-mails a receipt |
| Campaigns you write yourself | ✓ | — | — | — | Send Push Notifications |
E-mail. These e-mails go out through your shop's e-mail set-up: your own provider when Use my own email provider is on, otherwise the platform's shared one. Nothing is sent while e-mail sending is off for your shop. See E-mail overview.
WhatsApp. You need a connection on Shop › WhatsApp. Cart reminders, back in stock, the gift card and the gift message each need their own approved template named there. See Templates and approval.
SMS. Return and courier texts use your shop's SMS settings. For shops in India that send through MSG91, return texts are skipped, and a courier text needs the DLT template ID of that update. The gift message goes by SMS only when the WhatsApp template is not set, your shop uses its own SMS provider, and the provider is not MSG91 in India.
Push. The customer needs your app with notifications allowed. The app keeps a Notifications list of what was sent to that customer.
Cart reminders, back-in-stock alerts and the review-request e-mail are marketing. They go only to customers who agreed, and never during your quiet hours. Review requests are never sent by WhatsApp or SMS. See Consent and quiet hours.
Codes, order updates, return updates, gift cards and receipts are not marketing. They are sent whatever the customer chose at checkout.