Shopify supports SMS order confirmations in select countries when customers checkout with phone numbers instead of email. For broader SMS coverage (all customers regardless of checkout method), advanced workflows, or unsupported countries, third-party apps are required. NotifyEZ is a dedicated app for Shopify order notifications via SMS, WhatsApp, and email. Alternative methods include general SMS marketing apps (SMSBump, Postscript), Zapier automation, or custom development. Key requirements include phone number collection, SMS compliance (TCPA/GDPR), opt-in consent, and carrier registration. This guide covers Shopify’s native SMS limitations, setup with NotifyEZ and alternatives, cost comparison, compliance requirements, and best practices for automated order confirmation texts.

Who This Guide Is For

This guide helps Shopify merchants who:

• Want to send SMS order confirmations but don’t have Shopify Plus
• Need to notify customers via text message about their orders
• Want to reduce “Where is my order?” (WISMO) support tickets
• Operate in markets where SMS is preferred over email
• Want to improve customer experience with instant notifications
• Need alternative notification methods for customers who don’t check email
• Want to increase order transparency and reduce anxiety
• Serve customers in SEA or other regions where WhatsApp/multi-channel is preferred

Important: This guide focuses on standard Shopify plans (Basic, Shopify, Advanced). If you have Shopify Plus, you can use native Shopify Notifications for SMS.

Shopify Native SMS: What You Need to Know

Before exploring third-party apps, understand what Shopify offers natively:

Supported Countries for Shopify SMS

Shopify provides native SMS order confirmations in select countries based on your merchant billing address:

Supported countries: Australia, Brazil, Canada, France, Germany, Ireland, India, Italy, Japan, New Zealand, Spain, United Kingdom, United States

Important: Eligibility is determined by where your business is registered/billed, not where your customers are located.

Critical Limitations

Native Shopify SMS only sends when:

1. ✅ Your store is in a supported country
2. ✅ Customer provides phone number at checkout
3. ✅ Customer uses phone number (not email) as primary contact method

Important: Native Shopify SMS is limited and typically covers basic order confirmation only (depending on eligibility and setup). It does not send shipping updates, delivery notifications, or subsequent messages. For ongoing order status updates throughout the fulfillment process, you’ll need third-party apps.

This means:

• ❌ No SMS if customer checks out with email
• ❌ No shipping updates via SMS (only order confirmation)
• ❌ No delivery notifications via SMS
• ❌ No advanced templates or customization
• ❌ No multi-channel support (WhatsApp, etc.)
• ❌ No detailed opt-out management
• ❌ Limited control over message content

When Native SMS Works

Good for:

• Simple order confirmations only
• Customers who prefer SMS and checkout with phone
• Stores in supported countries
• No need for custom workflows

When You Need Apps

Use third-party apps (NotifyEZ, etc.) if:

• ✅ Want SMS for ALL customers (including email checkouts)
• ✅ Need custom message templates
• ✅ Want multi-channel (SMS + WhatsApp + Email)
• ✅ Require detailed opt-out/consent management
• ✅ Need shipping updates, delivery notifications
• ✅ Want status-based messaging (confirmed, shipped, delivered)
• ✅ Operate outside supported countries
• ✅ Need B2B vs B2C message differentiation

Bottom line: For most merchants wanting comprehensive SMS notifications, third-party apps provide necessary features and flexibility.

Native Shopify SMS vs App-Based SMS: Direct Comparison

Feature	Native Shopify SMS	App-Based SMS (NotifyEZ, etc.)
Availability	13 countries only	Works on any Shopify plan; country coverage depends on SMS provider/routes
Eligibility	Merchant billing address in supported country	Any Shopify plan, any location
Who receives SMS	Only customers who checkout with phone	All customers (with phone number)
Number of messages	Basic order confirmation (availability varies)	Multiple messages (confirmation, shipped, delivered, etc.)
Shipping updates	❌ No	✅ Yes
Delivery notifications	❌ No	✅ Yes
Custom templates	❌ No	✅ Yes
Message customization	❌ Limited	✅ Full control
Multi-channel	❌ SMS only	✅ SMS + WhatsApp + Email + more
Opt-out management	❌ Limited	✅ Advanced
Analytics	❌ Limited	✅ Detailed reporting
Cost	✅ Free (included)	Subscription + per-message fees
Setup time	✅ Automatic (if eligible)	15-30 minutes
Best for	Simple confirmation, eligible stores	Full notification workflow

Key takeaway: Native Shopify SMS is limited to basic order confirmation only (coverage varies by eligibility and setup). App-based solutions send multiple messages throughout the order lifecycle (confirmed → shipped → out for delivery → delivered).

Quick Answers

Can Shopify send order confirmation SMS without Shopify Plus?
Yes, in supported countries (see list in Native SMS section above) when customers checkout with phone numbers. For broader coverage or advanced features (shipping updates, custom templates, multi-channel), use apps like NotifyEZ which work on all Shopify plans regardless of location.

What’s the cheapest way to send order confirmation SMS?
Costs depend on message volume and app choice. NotifyEZ and similar notification apps typically offer plans based on monthly order volume. General SMS marketing apps usually charge monthly subscriptions plus per-message fees. Check current pricing on the Shopify App Store as plans and costs vary by provider and change over time.

Is SMS marketing legally required for order confirmations?
Order confirmation SMS are transactional messages with different rules than marketing SMS. You need the customer’s phone number, implied or express consent for order updates, and an opt-out mechanism (“Reply STOP”). Requirements vary by region—TCPA governs US compliance while GDPR applies in EU. Consult legal counsel for your specific operating regions.

Which SMS app is best for order confirmations?
For dedicated order notifications: NotifyEZ is designed specifically for transactional messages (order confirmations, shipping updates). For broader SMS marketing + notifications: SMSBump or Postscript. For all-in-one marketing: Klaviyo SMS or Omnisend. Choose based on whether you need pure notifications or combined marketing features.

Quick Decision Tree (30 Seconds)

Choose your path:

Are you in a Shopify SMS supported country? (See list above)

  └─ YES → Do customers checkout with phone instead of email?

       └─ MOSTLY YES → Try Shopify native SMS first (free)

       └─ NO/MIXED → Use app (NotifyEZ for notifications)

  └─ NO → Need app regardless

       └─ Just transactional? → NotifyEZ

       └─ Marketing + transactional? → SMSBump/Postscript

       └─ Custom complex logic? → Zapier/Custom

Simple rule:

• If 80%+ customers checkout with phone AND you’re in supported country → Start with Shopify native
• Everyone else → Use NotifyEZ or SMS app (more control, better features)

Why Send Order Confirmation SMS?

Benefits of SMS Notifications

1. Immediate Delivery (High Open Rate)

• SMS delivered within seconds
• Significantly higher open rates than email
• Typically read within minutes
• Works even with poor internet connection

2. Reduces Support Tickets

• Customers instantly know order was received
• Reduces “Did you get my order?” inquiries
• Decreases anxiety and abandoned cart concerns
• Can substantially lower support volume

3. Better Customer Experience

• Instant confirmation feels professional
• Many customers prefer SMS for time-sensitive updates
• Convenient for customers who don’t check email frequently
• Particularly valued for high-value orders

4. Complements Email

• Email can go to spam
• Some customers don’t check email frequently
• SMS ensures they don’t miss critical info
• Dual notification = higher reliability

Important: SMS Compliance Requirements

Key Definitions

Transactional SMS vs Marketing SMS:

• Transactional: Messages about purchases or account activity (order confirmations, shipping updates, delivery notifications). More lenient regulations.
• Marketing SMS: Promotional messages, sales, offers, abandoned cart reminders. Requires explicit opt-in and stricter compliance.

Consent Terminology:

• Express consent: Customer explicitly agrees (checkbox, text “YES”, etc.)
• Implied consent: Providing phone number in context implies consent (e.g., at checkout for order updates)
• Disclosure: Informing customer SMS may be sent (not the same as getting consent)
• Opt-out: Customer’s right to stop receiving messages (“Reply STOP”)

Important: Keep transactional and marketing SMS completely separate to maintain compliance.

Before setting up SMS notifications, understand legal requirements:

US Regulations (TCPA – Telephone Consumer Protection Act)

Required for order confirmation SMS:

☐ Customer provided phone number voluntarily

☐ Clear disclosure SMS may be sent

☐ Opt-out mechanism in every message (“Reply STOP to unsubscribe”)

☐ Identify your business in message

☐ Only send transactional content (order info, not marketing)

Example compliant checkout:

Phone number field with text below:

“By providing your phone number, you agree to receive transactional 

SMS about your order (shipping updates, delivery notifications). 

Message and data rates may apply. Reply STOP to opt out.”

EU/UK Regulations (GDPR)

Additional requirements:

• Explicit opt-in checkbox (can’t be pre-checked)
• Clear privacy policy link
• Right to access/delete data
• Data processing agreement with SMS provider

Example GDPR-compliant opt-in:

☐ I agree to receive order updates via SMS 

   (View Privacy Policy)

Best Practice Recommendations

For all regions:

1. Only send truly transactional messages – Order confirmations, shipping notifications, delivery updates
2. Never send marketing in transactional SMS – Promotional content requires separate opt-in
3. Include opt-out – “Reply STOP to unsubscribe” in every message
4. Don’t purchase phone lists – Only use numbers customers provide
5. Verify phone numbers – Use validation to prevent errors

Disclaimer: This is general guidance. Consult legal counsel for your specific situation and regions where you operate.

5 Methods to Send Order Confirmation SMS

Method 1: Dedicated Notification Apps (Recommended)

Best for: Merchants who want simple, automated order notifications without complex marketing features

How it works:

1. Install notification app from Shopify App Store
2. App monitors your store for new orders
3. Automatically sends SMS when order is placed
4. Customizable message templates
5. Built-in compliance features

Recommended for order notifications:

NotifyEZ – Messaging & Alerts (Recommended for transactional notifications)

• Designed specifically for order notifications (not marketing)
• Supports SMS, WhatsApp, email, and other channels
• Focuses on transactional messages (orders, shipping, delivery)
• Simple setup for merchants who just need notifications
• Check current pricing and features on Shopify App Store

Alternative SMS apps (if you need marketing features too):

• SMSBump – Comprehensive SMS marketing + transactional
• Postscript – SMS marketing platform with order notifications
• Klaviyo SMS – Part of broader marketing automation platform
• Omnisend – Multi-channel marketing including SMS

Typical pricing: Varies by app and volume – check current app listings for up-to-date pricing

Pros:

• ✅ Fully automated
• ✅ Template customization
• ✅ Compliance features built-in
• ✅ Analytics and reporting
• ✅ Can add shipping notifications too

Cons:

• ❌ Monthly subscription or per-message costs
• ❌ Another app to manage

When to choose NotifyEZ: You primarily need transactional order notifications and don’t require extensive SMS marketing campaigns.

When to choose marketing-focused apps: You want to combine order notifications with promotional SMS campaigns, abandoned cart recovery, and customer segmentation for marketing.

Method 2: Zapier Automation

Best for: Technical merchants wanting flexibility or using Zapier already

How it works:

1. Create Zapier account
2. Trigger: Shopify “New Order”
3. Action: SMS service (Twilio, ClickSend, MessageBird)
4. Map order details to SMS template
5. Sends automatically

Pricing: Zapier plans start around $19.99/month + SMS service costs

Pros:

• ✅ Flexible customization
• ✅ Can integrate other tools
• ✅ No Shopify app needed
• ✅ Pay only for usage

Cons:

• ❌ Technical setup required
• ❌ Must manage multiple services
• ❌ Limited built-in compliance features
• ❌ Troubleshooting can be complex

Setup difficulty: Medium (1-2 hours for first time)

Method 3: Shopify Flow + SMS Integration (Shopify Plus Only)

Note: This method requires Shopify Plus. Including for completeness.

How it works:

1. Use Shopify Flow (native automation)
2. Trigger on “Order created”
3. Connect to SMS app via Flow connector
4. Send SMS with order details

This is NOT available on Basic, Shopify, or Advanced plans.

Method 4: Multi-Channel Notification Apps

Best for: Merchants wanting unified platform for all order notifications (SMS + WhatsApp + Email + Push)

How it works:

1. Install notification app like NotifyEZ
2. Enable multiple notification channels
3. Configure order confirmation templates for each channel
4. App sends notifications across all enabled channels

Apps offering multi-channel:

• NotifyEZ – SMS, WhatsApp, email, and other messaging channels
• Pushowl – Push notifications + SMS (check current features)
• Other multi-channel notification platforms

Pricing: Varies by app and channels used – check current app listings

Pros:

• ✅ Unified notification platform
• ✅ Customer reaches via preferred channel
• ✅ One dashboard for all notifications
• ✅ Can offer WhatsApp as SMS alternative

Cons:

• ❌ May pay for channels you don’t use
• ❌ Each channel may have separate costs

Method 5: Custom Development

Best for: Enterprise merchants with specific requirements or existing systems

How it works:

1. Developer sets up webhook listener
2. Shopify sends webhook on new order
3. Custom code formats SMS
4. Sends via SMS API (Twilio, etc.)

Typical cost: $500-2,000 development + ongoing SMS costs

Pros:

• ✅ Complete customization
• ✅ Integrates with existing systems
• ✅ No monthly app subscriptions
• ✅ Full control over logic

Cons:

• ❌ High upfront cost
• ❌ Requires developer
• ❌ You maintain the system
• ❌ Must build compliance features

Method Comparison Table

Factor	Notification Apps (NotifyEZ)	SMS Marketing Apps	Zapier	Flow (Plus)	Custom
Setup time	15-30 min	15-30 min	1-2 hours	30 min	1-2 weeks
Technical skill	None	None	Medium	Low	High
Best for	Transactional only	Marketing + notifications	Flexibility	Plus users	Enterprise
Multi-channel	Yes (SMS, WhatsApp, etc)	Usually SMS only	Depends	Depends	Yes
Compliance	Built-in	Built-in	Manual	Built-in	Manual
Customization	Medium	Medium	High	Medium	Complete
Maintenance	Low	Low	Medium	Low	High
Shopify plan	Any	Any	Any	Plus only	Any

Recommendation:

• For pure notifications: NotifyEZ or similar notification-focused apps
• For notifications + SMS marketing: SMSBump, Postscript, Klaviyo SMS
• For technical flexibility: Zapier
• For custom enterprise needs: Custom development

Setup Guide: Using SMS Apps (Most Common Method)

Step 1: Choose Your Notification App

Factors to consider:

1. Purpose – Just notifications or marketing too?
2. Channels needed – SMS only or also WhatsApp, email, etc?
3. Message volume – How many orders/month?
4. Budget – Subscription costs
5. Current tools – Already use Klaviyo? Consider Klaviyo SMS

For transactional order notifications:

NotifyEZ – Best if you need:

• Order confirmations, shipping updates, delivery notifications
• Multi-channel support (SMS, WhatsApp, email)
• Simple setup without marketing complexity
• View on Shopify App Store

For marketing + notifications combined:

• SMSBump – Comprehensive SMS marketing features
• Postscript – Strong SMS marketing platform
• Klaviyo SMS – If already using Klaviyo for email marketing

Don’t commit immediately: Most offer free trials or starter plans. Test to see which interface you prefer.

Step 2: Install and Configure App

General installation process:

1. Visit app on Shopify App Store
2. Click “Add app”
3. Review permissions (typically needs: orders, customers, store data)
4. Click “Install”
5. App opens automatically

Note: Menu labels and interface elements in Shopify admin may vary slightly depending on your store’s version and plan.

Initial configuration (varies by app):

1. Connect phone number (if app provides one)
2. OR connect your SMS service (Twilio, etc.)
3. Set your timezone
4. Configure sender ID (business name in SMS)

Pro tip: Take screenshots of your app configuration as you go. This helps with troubleshooting and makes it easier to replicate settings if you need to switch apps later.

Step 3: Set Up Phone Number Collection

At checkout:

Option A: Make phone number required

• Settings → Checkout
• Customer contact method → “Phone number”
• Ensures all customers can receive SMS

⚠️ Important consideration: Requiring phone numbers may reduce checkout conversion in some markets where customers are privacy-conscious or prefer email. Monitor your checkout abandonment rate after enabling this setting. Some merchants see no impact, others see small increases in cart abandonment.

Option B: Keep phone optional but add SMS consent

• Phone field optional
• Add checkbox: “☐ Send me order updates via SMS”
• Only customers who opt in receive SMS

Option C: Collect phone on order status page (Non-Plus limitation) Some SMS apps can add consent collection to the Thank You or Order Status page via app blocks. This works for future notifications (shipping updates) but may miss immediate order confirmation. Check with your chosen app for this capability.

Recommended approach: Start with Option B (optional + consent checkbox) to avoid conversion impact, then test Option A if SMS adoption is low.

Step 4: Create Order Confirmation Templates

Template best practices:

Include:

• ✅ Business name
• ✅ Order number
• ✅ Order total
• ✅ Next steps (“Check email for details”)
• ✅ Support contact
• ✅ Opt-out instructions

Keep short:

• SMS has 160 character limit (longer = multiple messages = higher cost)
• Aim for 1 message per notification

Copy-Paste Templates

Template 1: Standard (English, 155 characters)

[YourStore]: Order #{{order_number}} confirmed! 

Total: ${{total}}. Check email for details. 

Questions? Reply or call [phone]. 

Text STOP to opt out.

Template 2: Ultra-Short (128 characters, lowest cost)

[YourStore]: Order #{{order_number}} received (${{total}}). 

Details in email. Reply STOP to unsubscribe.

Template 3: International/Unicode-Safe (70 characters max for non-Latin)

[YourStore]: Order {{order_number}} OK. 

Total: {{total}}. 

STOP=unsubscribe

Note: Emojis and non-Latin characters reduce limit from 160 to 70 characters

Template 4: With Tracking (for shipping notification)

[YourStore]: Order #{{order_number}} shipped! 

Track: {{tracking_url}}

Questions? [support_phone]

Reply STOP to opt out.

Template 5: Delivery Confirmation

[YourStore]: Your order #{{order_number}} was delivered! 

Enjoy. Reply STOP to unsubscribe.

Dynamic fields typically available:

• {{order_number}}
• {{total}}
• {{customer_name}}
• {{items_count}}
• {{tracking_number}} (for shipping)
• {{tracking_url}}

Pro tip: Most apps show character count while you type. Stay under 160 characters to avoid multi-message charges (or 70 for Unicode/emoji).

Step 5: Configure Timing

When to send:

Immediate (Recommended):

Trigger: Order created

Delay: None or 1-2 minutes

Benefit: Instant confirmation, highest customer satisfaction

Slight delay:

Trigger: Order created

Delay: 5-10 minutes

Benefit: Time to cancel fraudulent orders before notifying

After fulfillment only:

Trigger: Order fulfilled

Delay: None

Benefit: Don’t notify until actually shipping

Most common: Immediate send on order creation

Step 6: Test Thoroughly

Create test order:

1. Add product to cart
2. Use your own phone number
3. Complete checkout (don’t actually pay if testing)
4. Verify SMS arrives
5. Check message content
6. Test opt-out (“Reply STOP”)

Test scenarios:

☐ Order with 1 item

☐ Order with multiple items

☐ High-value order (over $100)

☐ International order (if applicable)

☐ Order with special characters in name

☐ Invalid phone number (should fail gracefully)

Timing test: Note how long from order to SMS delivery. Should be under 2 minutes.

Step 7: Monitor and Optimize

First week:

• Check delivery rates (aim for high success rate)
• Monitor opt-out rate (track trends)
• Review support tickets (reduced WISMO inquiries?)
• Check costs (per-message charges)

Ongoing:

• Review SMS analytics monthly
• Adjust template if customers confused
• Monitor compliance (opt-outs working?)
• Update template for seasonal messaging if needed

Cost Analysis: What to Expect

Typical Costs Breakdown

Important: Pricing varies significantly by app, plan tier, and volume. The following are illustrative examples only—always check current pricing on the Shopify App Store.

Small store (50 orders/month) – Example:

App subscription: Varies by provider

SMS costs per message: Varies

Total monthly cost: Check current app pricing

Per-order cost: Depends on plan chosen

Medium store (500 orders/month) – Example:

Generally, higher volume = lower per-message costs

Many apps offer tiered pricing based on monthly sends

Check app listings for volume-based pricing

Large store (2,000+ orders/month) – Example:

Most apps offer enterprise or high-volume tiers

Per-message costs typically decrease with volume

Contact app providers for custom pricing

Cost factors to consider:

• Monthly app subscription (varies by provider)
• Per-message fees (if applicable)
• International SMS (typically cost more)
• Multi-part messages (over 160 characters)
• Additional features (WhatsApp, email, etc.)

Always verify current pricing directly with app providers as costs change frequently.

Cost Comparison: SMS vs Other Methods

Method	Setup	Ongoing Cost	Per-Contact	Best For
SMS	Low	Moderate-High	Per message	Instant updates
Email	Low	Low-Free	Free	Detailed info
Push Notification	Medium	Low-Moderate	Free delivery	App users
WhatsApp	High	Varies	Low	International

Note: Costs vary significantly by provider and volume. SMS generally costs more per message but achieves higher engagement for time-sensitive notifications. Check current pricing for specific solutions.

Advanced: Multiple SMS Touchpoints

Once order confirmation working, consider adding:

1. Shipping Notification

Trigger: Order fulfilled

Message: “Your order #{{order}} shipped! Track: {{tracking_url}}”

2. Delivery Notification

Trigger: Delivered status

Message: “Your order #{{order}} was delivered. Enjoy!”

3. Review Request (If allowed in your region)

Trigger: 3 days after delivery

Message: “How was your order? Leave a review: {{review_url}}”

Cost consideration: Each additional SMS multiplies costs. Calculate ROI before enabling all touchpoints.

Common Issues and Solutions

Issue 1: SMS Not Sending

Symptoms: Customer placed order but no SMS received

Common causes:

1. Phone number missing or invalid
2. App not connected properly
3. SMS balance depleted (pay-as-you-go plans)
4. Phone number on do-not-contact list
5. Carrier blocking messages

Solutions:

• Verify phone number format (check country code)
• Review app logs for errors
• Check SMS balance/credits
• Ensure sender ID registered with carriers
• Test with different phone number

Issue 2: High Opt-Out Rate

Symptoms: Many customers replying “STOP”

Common causes:

1. Sending marketing content in transactional SMS
2. Too many messages (over-notification)
3. Unclear opt-in (customers didn’t know they’d get SMS)
4. Poor message content

Solutions:

• Review message content – remove any promotional language
• Reduce frequency (confirmation only, not every status)
• Improve checkout disclosure about SMS
• Shorten message (less intrusive)

Note: Monitor your opt-out trends. If rates increase significantly, review your messaging and consent process.

Issue 3: High Cost per Message

Symptoms: Unexpected high SMS bills

Common causes:

1. Multi-part messages (over 160 characters)
2. International destinations
3. Wrong pricing plan for volume
4. Sending duplicate messages

Solutions:

• Shorten template to under 160 characters
• Set up separate international messaging with longer delivery
• Review plan tiers – higher volume plans often cheaper per-message
• Check automation for double-sending bugs

Issue 4: Compliance Issues

Symptoms: Carrier blocking messages, legal concerns, customer complaints

Common causes:

1. Missing opt-out instructions
2. No opt-in consent collected
3. Sending marketing in transactional messages
4. Not maintaining opt-out list

Solutions:

• Add “Reply STOP to unsubscribe” to every message
• Add checkbox at checkout for SMS consent
• Keep transactional and marketing separate
• Honor opt-outs immediately
• Review TCPA/GDPR requirements for your region

Issue 5: Deliverability & Carrier Filtering

Symptoms: Messages not reaching customers despite showing as “sent” in app logs

Common causes:

1. Sender ID / A2P registration issues – US carriers require Application-to-Person (A2P) registration for business SMS
2. Template content flagged – Certain words, URLs, or patterns trigger carrier spam filters
3. Carrier-specific filtering – Different carriers (Verizon, AT&T, T-Mobile) have different blocking rules

Solutions:

• Work with your SMS provider to register your business for A2P (if sending to US)
• Avoid spam trigger words (FREE, WIN, URGENT, click here, etc.) even in transactional messages
• Keep URLs short and use trusted link shorteners if needed
• Test delivery across multiple carriers (Verizon, AT&T, T-Mobile)
• Monitor delivery reports in your SMS app for carrier-specific failures
• Some apps handle A2P registration automatically – check with your provider

Note: Deliverability rules vary by country and change frequently. Stay updated with your SMS provider’s compliance requirements.

SMS Order Confirmation FAQs

Q: Do I need Shopify Plus to send order confirmation SMS?
A: No. While Shopify Plus includes native SMS notifications, any Shopify plan can use third-party apps like NotifyEZ, SMSBump, or Postscript. Apps like NotifyEZ work on Basic, Shopify, and Advanced plans.

Q: Can Shopify send both email and SMS confirmations?
A: Yes. Shopify always sends email order confirmations by default. You can add SMS confirmations using apps (which work alongside email) or use Shopify’s native SMS in supported countries when customers checkout with phone numbers. Most merchants send both: email for details (receipt, product info, shipping address) and SMS for instant confirmation. This dual-channel approach ensures customers don’t miss critical notifications.

Q: What countries does Shopify native SMS support?
A: Shopify’s native SMS order confirmations are available in: Australia, Brazil, Canada, France, Germany, Ireland, India, Italy, Japan, New Zealand, Spain, United Kingdom, and United States (based on merchant billing address). However, this only works when customers checkout using phone numbers instead of email. For stores outside these countries or wanting SMS for all customers, third-party apps like NotifyEZ are required.

Q: How much does it cost to send order confirmation SMS?
A: Costs vary significantly by app, message volume, and destination. Apps typically charge monthly subscriptions, per-message fees, or volume-based pricing. International SMS generally cost more than domestic. Check current app pricing on the Shopify App Store as rates change frequently and vary by provider.

Q: Is it legal to send order confirmation SMS?
A: Yes, order confirmations are transactional messages (not marketing). However, you need: (1) Customer’s phone number, (2) Disclosure that SMS may be sent, (3) Opt-out ability. Requirements vary by region (TCPA in US, GDPR in EU). Consult legal counsel for your specific situation.

Q: Can customers opt out of order confirmation SMS?
A: Yes, and you must provide this option. Include “Reply STOP to unsubscribe” in messages. While order confirmations are transactional, best practice is allowing opt-outs. SMS apps typically handle this automatically.

Q: What should I include in order confirmation SMS?
A: Keep it short (under 160 characters). Include: business name, order number, total amount, “check email for details”, and “reply STOP to opt out”. Avoid promotional content in transactional messages to maintain compliance and reduce opt-outs.

Q: How do I collect phone numbers for SMS?
A: At checkout, either: (1) Make phone number required (Settings → Checkout → Phone number), or (2) Keep optional but add checkbox “☐ Send me order updates via SMS”. Include disclosure: “By providing your phone, you agree to receive order SMS.”

Q: Will SMS reduce my support tickets?
A: Many merchants report that SMS order confirmations substantially reduce “Where is my order?” inquiries. Customers tend to feel more confident when they receive instant confirmation via text. This can be especially effective for first-time customers or high-value orders. Track your support tickets before and after implementing SMS to measure impact.

Q: Can I send SMS in languages other than English?
A: Yes, most SMS apps support Unicode characters needed for other languages. However, non-Latin characters may reduce message length from 160 to 70 characters per message, increasing costs. Test thoroughly with target language before going live.

Q: What’s the difference between transactional and marketing SMS?
A: Transactional SMS provide information about purchases (order confirmations, shipping updates). Marketing SMS promote sales, products, or offers. Transactional has more lenient rules but must not contain promotional content. Keep them completely separate for compliance.

Q: Can I send order confirmations via WhatsApp instead?
A: Yes, WhatsApp Business API can send order notifications. It typically costs less per message but requires more setup (business verification, API access). Consider WhatsApp if most customers use it in your market (common internationally). Some apps offer both SMS and WhatsApp.

Alternatives to SMS

If SMS doesn’t fit your needs:

Email (Default)

• ✅ Free, included with Shopify
• ✅ Can include full order details
• ❌ Lower open rates (20-30%)
• ❌ May go to spam

Push Notifications

• ✅ Free delivery (after app install)
• ✅ Good for mobile app users
• ❌ Requires customers have your app
• ❌ Setup complexity

WhatsApp Business

• ✅ Popular internationally
• ✅ Lower cost per message
• ❌ API access required
• ❌ Business verification process

Facebook Messenger

• ✅ High engagement rate
• ✅ Rich media support
• ❌ Customer must have Messenger
• ❌ Requires Facebook integration

Most common solution: Use email (default) + SMS for best coverage.

Conclusion: Should You Add SMS Order Confirmations?

Add SMS confirmations if:

• ✅ Average order value over $50 (ROI justifies cost)
• ✅ You get frequent “Did you receive my order?” inquiries
• ✅ Serving mobile-first customer base
• ✅ Operating in SMS-friendly markets
• ✅ Ready to maintain compliance requirements

Skip SMS if:

• ❌ Very low order volume (under 50/month) – cost per order too high
• ❌ Budget extremely tight
• ❌ Email confirmation sufficient for your customers
• ❌ Can’t ensure compliance in your regions

Quick start:

1. For transactional notifications only: Install NotifyEZ – designed for order confirmations and shipping updates
2. For marketing + notifications: Consider SMSBump, Postscript, or Klaviyo SMS
3. Configure message templates (keep under 160 characters)
4. Set up phone collection at checkout
5. Test with your own phone number
6. Monitor first week for delivery rate and costs

Order confirmation SMS typically pay for themselves through reduced support tickets and improved customer experience. Start with just order confirmations, measure results, then consider adding shipping updates if ROI is positive.