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StoreKit automatically sends SMS and email notifications to customers at key points in the order lifecycle. SMS notifications are sent via Twilio when the customer provided a phone number at checkout and the store has Customer SMS Notifications enabled.

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Enabling SMS Notifications

SMS notifications are off by default. To enable them:
  1. Go to Store Settings in your dashboard
  2. Enable Customer SMS Notifications
  3. Click Save
Once enabled, customers who provide a mobile phone number at checkout will receive the SMS notifications listed below.

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SMS Notifications

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Order Confirmation

Sent immediately after a customer places an order.
Thanks! We’ve received your order #{code}, you can track it here: {link}

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Ready for Pickup

Sent when a pickup order is marked as ready.
Your order (#{code}) is ready for pickup! Track your order: {link}
If the order is marked ready with an estimated wait time, the message includes the delay:
Your order #{code} will be ready for pickup in {delay} minutes. Track here: {link}

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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}

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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.

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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}

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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!

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Custom Templates

Default SMS templates can be overridden at the account, brand, or individual store level. Templates use Handlebars variables such as order.code, venue.name, link, delay, and delayUnit. Contact support if you need to configure custom notification templates.

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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

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Sender ID & Regional Specifics

The name or number that appears as the SMS sender depends on the customer’s country.

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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.

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United States & Canada

Alphanumeric sender IDs are not supported. SMS messages are sent from a dedicated StoreKit phone number.

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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.

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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.

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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
Emails are sent from the store’s configured email address, or no-reply@storekit.com as a fallback. For details on email authentication (SPF, DKIM, DMARC) and troubleshooting deliverability issues, see Email Deliverability.
For more on automated delay notifications, see Order Delay Notifications.