Order notifications
Order notifications sends your customers an automatic message when their order changes status, for example when it is confirmed, shipped or delivered. You choose the statuses that send a message and edit the text of each one, by SMS, by WhatsApp or both. Open it from Settings > Communications > Order notifications, or from the WhatsApp page: in Message automations, click View on Order status updates.
The page has two tabs: Text messages for SMS and WhatsApp messages for WhatsApp.
You need the permission to manage order status messages to open this page. Seeing the list of statuses also needs the permission to view order statuses, and editing messages needs the permission to manage them.
Send order updates by SMS
The Text messages tab opens with the warning Avoid sending sponsored content: order status messages must not carry marketing, event promotions or discount codes, or your messaging service may be suspended. Use campaigns for promotions instead.
Under Configure automated order notifications you see:
SMS Sender name: the name your SMS messages are sent from, with a Customize button that opens Custom SMS sender name. Without a custom sender name, messages go out under Zid's shared name, ZeSTORE. Once your own sender name is approved, it appears here.
Sms balance: how many SMS messages you have left. A Low badge appears at 200 messages or fewer. Click + to open Topup balance, choose a package and click Proceed to checkout. When your balance runs out, order updates reach customers by email instead of SMS.
The list of your order statuses. A status that has sub-statuses shows their number, and its sub-statuses appear inside it.
Turn a status message on or off
Go to Settings > Communications > Order notifications > Text messages.
Select the checkbox next to each status that should send an SMS. Clear it to stop the message.
Sample data from a demo store.
Each change is saved as soon as you click the checkbox.
Edit an SMS message
Click a status to expand it. You see its message in Arabic and in English, with the character count under each.
Sample data from a demo store. Click Edit.
Change the text in Message text in (Arabic) and Message text in (English). Each language takes up to 134 characters, and at least one language needs text.
To add customer or order details, click the field, then click one of the Suggested values: Customer Name, Store Name, Order ID or Order URL. Each one is replaced with the real value when the message is sent.
Sample data from a demo store. Click Save.
A status with sub-statuses lists them inside it, and each sub-status has its own message that you edit the same way.
While editing you can also click Cancel to discard your changes, Preview to see the message, or Reset to default to go back to Zid's original text for that status. On a narrow screen these buttons move into an Actions menu.
Preview a message
Click Preview in a status to see the message on a phone screen, filled in with sample customer and order details. Switch between Arabic and English with the language list under the preview.
Send order updates on WhatsApp
The WhatsApp messages tab works the same way for WhatsApp. It needs the Zid WhatsApp service to be active; until then, the tab shows Activate the WhatsApp feature to notify customers about order status changes with an Activate button that opens WhatsApp. If your WhatsApp subscription has expired, the tab asks you to renew it.
When WhatsApp is active, the Statuses card shows:
Display name: the name customers see on your WhatsApp messages, with a Customize button.
Your WhatsApp points balance, with a button to add points. Each WhatsApp message sent uses points from this balance.
WhatsApp Daily Messaging Limit: how many messages you can send per day and how many are left today.
The WhatsApp statuses are New, Preparing, Ready, In delivery, Completed, Cancelled, Processing reverse and Reversed.
Select the checkbox of a status to send its WhatsApp message, or clear it to stop it. The change is saved right away.
Click Edit under a status to change its message. The editor shows one message per store language and supports WhatsApp formatting, up to 1,024 characters.
Personal details are covered. Add details with the suggested values, as for SMS.
Click Save.
Each WhatsApp message has a review status next to its language, such as In review, Approved or Rejected. Meta reviews new or changed messages before they can be sent. The review usually takes two to five minutes, and the result, approved or rejected, is emailed to the address registered with your WhatsApp account.
Zid's default WhatsApp texts are written to meet Meta's rules, so they're usually approved quickly. If Meta rejects your edited text, click Edit, then Reset to default to go back to Zid's text for that status.
Charity stores
In charity stores, the page is called Donation Messages and lists donation messages instead of order statuses: Donation Message, Donation message for payment via bank transfer and Cancelled.
Related
In this section
- Abandoned cart remindersCreate automatic or manual reminders by SMS, email or WhatsApp for customers who leave their cart, with an optional coupon.
- Question and review notificationsGet emailed about new product questions and reviews, auto-approve reviews, and ask customers to review their order by SMS, email or WhatsApp.
- Custom SMS sender nameBuy a custom sender name so your SMS messages show your store name, see its requirements and review stages, and renew it yearly.
Still need help?
Our customer service team is ready to help, or find quick answers in the FAQ.