Transactional Messages FAQs

      Transactional Messages FAQs


        Article Summary

        Products


        SMS & Email
        Supported plans

        Free, Growth, Prime, Powerhouse, Enterprise

        eCommerce Platform

        Shopify, Shopify Plus

        What are transactional messages?

        Transactional messages inform customers of the status of their order, payment, shipment, or subscription. They can be sent both by SMS and email. 

        When do customers receive transactional messages? 

        Customers who have completed an order and entered their phone number or email for shipping updates, in their billing address or as contact information, will receive transactional messages.  

        Do customers have to be marketing subscribers to receive transactional messages?No. If a customer places an order, they can receive a transactional message. However, if they later opt out of receiving your texts, they will stop receiving transactional texts, even if they place a future order. Meanwhile, a customer cannot opt out of transactional email updates. . 
        What are the differences between SMS transactional consent and Email transactional consent?Transactional texts go to a more strict audience than transactional emails. Transactional emails go to email marketing subscribers, as well as anyone who provides their email at checkout (even if they have unsubscribed or unsubscribe later from your email marketing). Meanwhile, when someone opts out of your SMS marketing program, they will also opt out of your transactional SMS.  
        What types of transactional messages can be sent with Yotpo SMS & Email?Yotpo SMS & Email transactional messages have the following triggers:  
        • New order
        • Shipping confirmation
        • Shipping update
        • Order update
        • Yotpo Product Review Request
        • Order paid
        • ReCharge failed charge
        • ReCharge upcoming charge
        • ReCharge subscription canceled
        • Order canceled
        • New ReCharge subscription
        • Order refund
        • Customer deleted
        • Shipping created 
        • Subscription confirmation 
        • Subscription cancellation 
        • Payment problem 
        • Subscription renewal reminder
        • Manage subscriptions

        Users can easily create transactional flows based on those triggers or activate the existing flow templates to keep customers informed. 

        Loyalty merchants can also use flows containing loyalty triggers to email everyone in the loyalty program regardless of consent. Customers can unsubscribe from these emails.

        Can I include a promotional element in a transactional SMS? 

        Transactional messages are limited in content as their purpose is to inform. Sending marketing messages without explicit consent can result in fines. However, users who wish to promote their SMS program can add the following texts to their transactional message

        [Transactional text] Sign up/Join our Text Club to stay in the know on all of our latest offers and updates: [signup page link]

        [Transactional text] Join our SMS program to stay in the know: [signup page link]

        Can I include a promotional element in a transactional email? 

        It’s crucial to understand that the primary purpose of these emails lies in their transactional nature. They are primarily meant for relaying important updates such as order confirmations and updates. So, while you can mention at the end of the email that they can sign up for your SMS or loyalty program to stay in touch with your brand, you should not push a purchase action or promote products. Keep the core focus on delivering important information.  

        What is an example of a bad transactional email copy? 

        Avoid product promotion and always lead with the transactional goal.

        Bad transactional copy

        Hello John, We're excited to confirm your recent order with us! 

        As a token of appreciation, we're offering you an exclusive 20% discount on our new arrivals. 

        Don't miss out on these amazing deals! 

        Track your order and claim your discount now and explore our latest collection. 

        Happy shopping!  

        Good transactional copy: 

        Hey John, The status of your order has been updated. 

        Track your order here

        Here is what we've shipped:

        Sign up for emails 

        Receive coupons and special offers. Plus get the buzz on the best new products.

        Sign up here

        Can I customize Yotpo SMS & Email transactional messages? 

        Yes. Yotpo SMS & Email lets you personalize your transactional texts and emails within the flow builder and improve your post-purchase experience. 

        Do unsubscribed customers still receive transactional messages? 

        Customers who have unsubscribed will no longer receive SMS transactional messages, but they will continue to receive transactional emails. The only exception applies to loyalty transactional emails - customers who unsubscribe will not receive them.

        Should I disable Shopify’s native transactional messages? 

        Yes. When using Yotpo SMS & Email’s transactional messages, you should ensure you have disabled Shopify’s native notifications to avoid double-notifying. For email, some transactional notifications cannot be disabled. Learn more

        Does the transactional messages setting affect transactional emails as well? 

        No. The transactional setting affects SMS only. 

        I've authenticated a sending domain. Can I add a separate sending domain for transactional emails vs. my marketing emails? 

        We currently do not support this option.  


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