Shopify merchants often rely on SMS notifications to keep their customers informed about order confirmations, shipping updates, and delivery statuses. However, there are instances where Shopify SMS displays wrong information, such as incorrect order numbers, mismatched customer names, or inaccurate tracking details.

This issue not only confuses customers but can also harm your brand’s credibility and customer trust. In this detailed guide, we’ll explore why Shopify SMS may display wrong data and how you can fix and prevent it using best practices.

1. Understanding Shopify’s SMS Notification System

Shopify’s SMS notifications are automated messages triggered by order events — for example, when an order is confirmed, fulfilled, or delivered. These messages pull dynamic data from Shopify Liquid templates, using variables such as {{ order_number }}, {{ customer.first_name }}, and {{ shipping_address }}.

When SMS notifications show wrong information, it’s usually because something is wrong with the Liquid data source or the message template configuration.

Before jumping into fixes, it’s important to understand that Shopify doesn’t directly send SMS in all cases — many merchants integrate third-party SMS gateways or apps (e.g., Klaviyo, SMSBump, Twilio, Postscript). Each of these platforms handles data syncing differently, which can also cause inconsistencies.

2. Common Scenarios Where Shopify SMS Displays Wrong Information

Here are some of the most frequent cases reported by merchants:

a. Incorrect Order Details

Customers receive an SMS with the wrong order number, total amount, or product information.

b. Wrong Customer Name or Address

SMS shows another customer’s name or shipping address — a serious issue usually linked to variable caching or Liquid errors.

c. Outdated Tracking Information

SMS updates reference old tracking numbers or statuses that no longer exist in Shopify.

d. Duplicate or Delayed SMS

Sometimes multiple SMS notifications are sent for the same order, or updates arrive much later than expected.

3. Root Causes Behind the Wrong SMS Information

1. Template Variables Misconfiguration

If your SMS templates use incorrect or deprecated Liquid variables, Shopify may pull the wrong data. For example, using {{ order.name }} instead of {{ order_number }} can cause mismatched values.

2. Third-party App Data Sync Delays

When using apps like SMSBump or Klaviyo, data syncing between Shopify and the SMS platform may lag, especially during high-traffic periods. This results in old or mismatched data being sent.

3. Custom Script Errors

If you’ve added custom code to automate messages, syntax errors or outdated API calls can lead to incorrect information being displayed.

4. Customer Data Overlap

Sometimes, cached data in the SMS app can mix up customer records — particularly when testing multiple orders using the same phone number.

5. Shopify Order Edits

Editing an order after it’s placed (e.g., changing address, refunding an item) doesn’t always trigger updated SMS notifications unless re-sent manually.

4. How to Fix “Shopify SMS Displaying Wrong Informatin”

Let’s walk through step-by-step troubleshooting methods:

Step 1: Review the SMS Template

• Navigate to Settings → Notifications → SMS templates in your Shopify admin.

• Compare your message against Shopify’s default templates.

• Ensure you’re using correct Liquid variables like:

  Hi {{ customer.first_name }}, your order #{{ order_number }} has been confirmed.


• Remove any hardcoded or outdated text that may include previous customer data.

Step 2: Test Using Shopify’s Notification Preview

Shopify allows you to preview messages before sending. Use the Preview function to simulate real data and confirm all variables are rendering correctly.

Step 3: Check App Integrations

If you’re using an external SMS app:

• Reconnect your Shopify account within the app.

• Clear cached data and re-sync orders.

• Make sure your app is updated to the latest version.

• In Klaviyo or SMSBump, verify that event triggers (like Order Fulfilled) are mapped correctly.

Step 4: Review Customer Data Integrity

Inspect recent customer profiles under Customers → Recent orders.
Ensure no duplicate phone numbers or test accounts are interfering with live order SMS triggers.

Step 5: Review API or Custom Scripts

If you use Shopify’s API or webhooks to send SMS manually, check your payload structure. For example:

Ensure that all fields are correctly mapped and not referencing outdated test data.

Step 6: Re-Sync Shopify Data

Sometimes, forcing a manual re-sync between your Shopify store and the SMS app resolves stale data issues:

• Disconnect the integration.

• Wait a few minutes.

• Reconnect and authorize again.

Step 7: Contact Shopify Support

If you’ve checked everything but the issue persists, contact Shopify Support and provide:

• A copy of the incorrect SMS.

• The related order number.

• Details about your SMS app integration.

They can inspect system logs to trace where the wrong variable was fetched.

When Shopify SMS displays wrong information, it’s usually due to template variable errors, outdated data syncs, or integration issues. By auditing your SMS templates, checking third-party connections, and maintaining consistent data integrity, you can eliminate these problems and ensure your customers always receive accurate, professional messages.

Consistency in communication builds trust — and accurate SMS notifications are a crucial part of that.
If you’re unsure where to start, consider working with a Shopify expert or your SMS provider’s technical team to review your setup.

8. FAQ: Shopify SMS Displaying Wrong Information

Q1: Why is Shopify showing wrong order information in SMS?

This happens when Liquid variables in your SMS template are misconfigured, or the SMS app is pulling outdated data from Shopify.

Q2: Can third-party apps cause incorrect SMS notifications?

Yes. Apps like Klaviyo or SMSBump rely on syncing Shopify data. Any delay or mismatch in event triggers can result in outdated SMS details.

Q3: How can I test my Shopify SMS notifications before sending them to customers?

You can use Shopify’s Preview function or send a test order to your own phone number. Always verify variable placeholders render correctly.

Q4: Will editing an order in Shopify fix a wrong SMS?

Not automatically. Once an SMS is sent, Shopify doesn’t resend it unless triggered again. You may need to manually resend or update the message.

Q5: Should I contact Shopify or my SMS app provider?

If your template is correct but messages still show wrong data, contact your SMS app provider first. If the issue exists even in Shopify’s native SMS, then contact Shopify Support.