Enabling SMS Notifications
SMS notifications are off by default. To enable them:- Go to Store Settings in your dashboard
- Enable Customer SMS Notifications
- Click Save
SMS Notifications
Order Confirmation
Sent immediately after a customer places an order.Thanks! We’ve received your order #{code}, you can track it here:{link}
Ready for Pickup
Sent when a pickup order is marked as ready.Your order (#If the order is marked ready with an estimated wait time, the message includes the delay:{code}) is ready for pickup! Track your order:{link}
Your order #{code}will be ready for pickup in{delay}minutes. Track here:{link}
Out for Delivery
Sent when a delivery order is marked as out for delivery.Your order #{code}is out for delivery, track it here:{link}
Order Delayed
Sent when a staff member delays an order from the dashboard.We’re sorry, your order (#{code}) has been delayed by{delay}minutes.
Pre-Order Time Updated
Sent when a staff member changes the scheduled time of a pre-order.Your pre-order #{code}time has been updated, please check the status here:{link}
Ready to Collect (Manual)
Sent manually by a staff member from the order detail view in the dashboard using the Send SMS button.Your{venue name}order (#{code}) is ready to collect!
What You Can Customise Yourself
Some notification text is editable directly from the dashboard without contacting support:- Pickup instructions — the message shown to customers on the order tracking page after they place a pickup order (e.g. “Head to the collection counter on the ground floor”). Configure this in Store Settings > Operations.
- Order confirmation page content — additional text displayed on the post-checkout confirmation screen.
What Requires storekit Team Involvement
The actual SMS and email notification templates — the messages sent to customers via Twilio and SendGrid — cannot be edited from the dashboard. Changes to these templates must be configured by the storekit team. This includes:- Order confirmation SMS
- Ready for pickup SMS
- Out for delivery SMS
- Order delayed SMS
- Pre-order time updated SMS
- Ready to collect (manual) SMS
Custom Templates
Default SMS templates can be overridden at the account, brand, or individual store level. Templates use Handlebars syntax for dynamic content.Template Override Hierarchy
When storekit sends a notification, it looks for a custom template in the following order:- Store-level template — the most specific; applies only to a single store.
- Brand-level template — applies to all stores under a brand, unless a store-level override exists.
- Account-level template — applies to all stores in the account, unless a brand- or store-level override exists.
- Default template — the built-in storekit template (shown in the SMS Notifications section above).
Available Handlebars Variables
Custom templates can include the following dynamic variables:| Variable | Description | Example output |
|---|---|---|
{{order.code}} | The short order reference code | A1B2 |
{{venue.name}} | The name of the store or venue | Gordon Ramsay Plane Food |
{{link}} | A URL to the customer’s order tracking page | https://order.storekit.com/... |
{{delay}} | The delay duration (numeric value) | 15 |
{{delayUnit}} | The unit for the delay value (e.g. minutes) | minutes |
Requesting a Custom Template
To set up a custom SMS template, contact the storekit support team with the following information:- Exact wording — provide the full message text, including any Handlebars variables you want to use (see the table above).
- Which notification — specify which SMS notification you want to override (e.g. “Ready for pickup”, “Order confirmation”).
- Override level — tell us whether the template should apply at the account, brand, or store level, and provide the name or ID of the account, brand, or store.
- Language — if your store operates in a non-English language, specify the language for the template.
Supported Languages
SMS templates are available in the following languages. The message language is determined by the store’s language setting:- English
- French
- Spanish
- German
- Italian
- Dutch
- Danish
- Swedish
Sender ID & Regional Specifics
The name or number that appears as the SMS sender depends on the customer’s country.Countries with Alphanumeric Sender IDs
In most countries (including the UK), the SMS is sent from a branded sender name — typically the store name, truncated to 11 characters. If no store name is set, storekit is used as the fallback.United States & Canada
Alphanumeric sender IDs are not supported. SMS messages are sent from a dedicated storekit phone number.Ireland
Ireland requires sender IDs to be pre-registered with ComReg’s SMS Sender ID Registry. Because registration must be completed per brand, storekit currently sends SMS from a standard phone number in Ireland rather than a branded sender name. If you need a branded sender ID for Ireland, contact support to discuss registration requirements.Other Pre-Registration Countries
Several other countries also require sender ID pre-registration (e.g. Australia, Singapore, Brazil, Hong Kong, Israel, Turkey, UAE). In these regions, SMS is sent from a standard phone number instead of a branded name.Email Notifications
In addition to SMS, storekit sends email notifications for the following events when the customer provided an email address:- Order confirmation — receipt with order details
- Ready for pickup — notifies the customer their order is ready
- Order delayed — informs the customer of a delay with an updated estimate
- Pre-order time updated — confirms the new scheduled time
no-reply@storekit.com as a fallback. For details on email authentication (SPF, DKIM, DMARC) and troubleshooting deliverability issues, see Email Deliverability.