How to View and Resend SMS Notifications for Order

Have you ever had a customer panic because they didn’t receive their order confirmation text? Staying on top of SMS notifications is crucial for keeping customers informed and preventing misunderstandings when you sell online. 

In this post, we will show you how to easily view and resend those important order updates, ensuring seamless communication and a positive shopping experience. Read on to learn how to master Shopify’s SMS notifications and keep your customers in the loop!

How to View and Resend SMS Notifications for an Order

Step 1: Access the Orders Page

• Log into your Shopify admin.
• On the left-hand sidebar, click on Orders.

Step 2: Select the Relevant Order

• Locate the order for which you want to check SMS notifications.
• Click on the order number to open its details page.

Step 3: View SMS Notifications in the Timeline

• Scroll down the order details page to find the Timeline section.
• You’ll see a list of all activities related to the order, including any SMS notifications that were sent.

Step 4: Resend an SMS Notification (if needed)

• If you want to resend a specific SMS notification, find it in the Timeline.
• Under the notification, you’ll see a Resend email/ SMS button. Click on it.

Step 5: Confirm Resend

• A confirmation dialog will appear, asking you to confirm the resend.
• Click Send or Resend to send the SMS notification again.

Note:

• You can only resend SMS notifications that have already been sent for that order.
• Resending SMS notifications might incur additional charges depending on your Shopify plan and SMS provider.
• Check the delivery status of the SMS notification on the Timeline to see if it was successfully delivered or not.

By following these simple steps, you can easily view and manage SMS notifications for your Shopify orders, ensuring clear communication with your customers and improving their overall shopping experience.

Troubleshooting guide

If you happen to encounter an error while implementing the actions related to Shopify Order SMS Notifications, please make sure that you have read the below troubleshooting guide for detailed explanation and solution to each issue.

Can’t See Any SMS Notifications in the Timeline

• SMS Disabled: I’ve made this mistake myself – ensure SMS notifications are actually enabled in your Shopify settings under Settings > Notifications > Customer notifications. If they’re off, no SMS will be sent or appear in the Timeline.
• Specific Event: Check if the event you’re looking for triggers an SMS. Not all events do by default (e.g., order cancellations may only send emails).
• Third-Party Apps: If using an external SMS app, its notifications might not appear in Shopify’s Timeline. Check the app’s own logs or dashboard.

Can’t Resend an SMS

• Already Delivered: You can only resend SMS marked as “Failed” or “Pending.” If it says “Delivered,” the customer already got it.
• Phone Number Issues: The customer’s number might be invalid or their carrier might be blocking Shopify’s messages. Verify the number and consider contacting the customer through other means.
• Shopify Outage: Rarely, there might be a Shopify-side issue preventing SMS from sending. Check the Shopify status page for any outages.

Other Quirks

• Delayed Delivery: Sometimes, SMS delivery can be slightly delayed due to carrier networks. Don’t panic if it doesn’t arrive instantly.
• Character Limits: SMS has character limits. If your message is too long, it might get split into multiple texts or truncated.
• International Numbers: Ensure the customer’s phone number includes the correct country code if they’re outside your region.

FAQs

Can I view the exact content of an SMS notification that was sent to a customer? 

Yes, on the order’s Timeline, you can click on the specific SMS notification to view its full content, including any variables that were dynamically filled in.

What if I need to resend an SMS notification that wasn’t successfully delivered to the customer? 

Shopify allows you to resend SMS notifications directly from the Timeline. Simply locate the failed notification and click the “Resend” button.

Is there a way to customize the content of the resent SMS notification before sending it again? 

Unfortunately, you cannot edit the content of a resent SMS notification. It will be sent with the same content as the original message.

Can I view the delivery status of an SMS notification, such as whether it was successfully delivered or not? 

Yes, Shopify provides delivery status information for each SMS notification on the Timeline. You’ll see indicators like “Delivered,” “Failed,” or “Pending.”

Are there any limitations or restrictions on resending SMS notifications? 

While there’s no strict limit on how many times you can resend an SMS, it’s important to be mindful of your customer’s preferences and avoid excessive messaging. Additionally, resending SMS notifications may incur additional charges depending on your Shopify plan and SMS provider.

In conclusion

This guide has empowered you to efficiently view and resend SMS notifications for your Shopify orders, ensuring clear communication and a positive customer experience. Have you encountered any challenges or have specific questions about managing SMS notifications on Shopify? Share your experiences and insights in the comments below!

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• How to Contact a Customer About an Order on Shopify
• 4 Steps to Add Notification for New Orders on Shopify
• Edit a Customer Name or Email on Shopify in 5 Minutes
• How to Edit the Templates for SMS Notifications
• How to Enable Option to Enter a Phone Number at Checkout on Shopify
• Shopify SMS Marketing: All You Need to Know