> ## Documentation Index
> Fetch the complete documentation index at: https://storekit.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Order Notifications

> SMS and email notifications storekit sends customers during the order lifecycle: confirmation, status updates, delays, pickup, and custom templates.

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.

## 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.

## 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 (#`{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}`

### 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.

These are display messages within the ordering experience, not SMS or email templates.

## 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

If you need to change the wording of any of these messages, see [Requesting a Custom Template](#requesting-a-custom-template) below.

## Custom Templates

Default SMS templates can be overridden at the **account**, **brand**, or **individual store** level. Templates use [Handlebars](https://handlebarsjs.com/) syntax for dynamic content.

### Template Override Hierarchy

When storekit sends a notification, it looks for a custom template in the following order:

1. **Store-level** template — the most specific; applies only to a single store.
2. **Brand-level** template — applies to all stores under a brand, unless a store-level override exists.
3. **Account-level** template — applies to all stores in the account, unless a brand- or store-level override exists.
4. **Default template** — the built-in storekit template (shown in the [SMS Notifications](#sms-notifications) section above).

The most specific match wins. For example, if you set an account-level "Order Confirmation" template but also set a store-level override for one particular location, that location uses its own template while all other stores use the account-level one.

### 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`                        |

**Example custom template:**

```
Hi! Your {{venue.name}} order #{{order.code}} is confirmed. Track it here: {{link}}
```

### Requesting a Custom Template

To set up a custom SMS template, contact the storekit support team with the following information:

1. **Exact wording** — provide the full message text, including any Handlebars variables you want to use (see the table above).
2. **Which notification** — specify which SMS notification you want to override (e.g. "Ready for pickup", "Order confirmation").
3. **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.
4. **Language** — if your store operates in a non-English language, specify the language for the template.

<Tip>
  Contact support via your dashboard or email **[support@storekit.com](mailto:support@storekit.com)**. Include all four pieces of information above so the team can configure your template without follow-up questions.
</Tip>

## 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](https://v-hub.vodafone.ie/knowledge-centre/what-is-the-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

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](/guides/notifications/email-deliverability).

<Tip>
  For more on automated delay notifications, see [Order Delay Notifications](/guides/notifications/order-delay).
</Tip>