"Ready for Pick up" text message not always working

[Whalebone]

I have just published an online store for pizza pick up. I have set it up so that the customer gets a text when we mark their order as "complete' by enabling Communications > Email & Text Alerts.

We have trialed the system with friends before going live to the public however some people are only receiving a message that their order has been placed but no message that their order is ready. Others are receiving both messages. Any suggestions? We obviously need confidence that all customers receive both texts!

[Seamus]

Hey @Whalebone!

I tested this out and got the following SMS messages:

• When the order was placed
• When the order was marked as ready

I did not receive a message when the order was marked as complete though - I imagine the logic here is that if the customer has already picked up the order, they already know the order is complete and thus don't require an SMS to let them know! It sounds like the SMS messages you're seeing are when the order is marked as ready, rather than complete?

[Whalebone]

Hi Seamus,

Thanks for your reply.

Yes sorry, I mean that some people were not getting the text that their order was "ready".

They do get one text, that the order was placed, but not the text when it was ready. 

Other people got both texts, order placed and order ready.

Any suggestions? 

Thanks,

Liz

[Seamus]

@Whalebone this doesn't sound like intended behaviour - in my testing I got the notification each time.

It might be a good idea to try and troubleshoot this one further with support - you can call on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time) 👍

[Whalebone]

Yes I am in touch with them now, thank you