Quick Summary
- Use multiple channels for delivery notifications; send urgent updates by SMS or WhatsApp, and richer updates by email or in‑app
- Automate delivery notifications from your routing or delivery management system so drivers and support never send them manually
- Include four essentials in every notification: what changed, when it’s due, where it’s going, and what the customer should do next
- Focus on 3–5 key milestones (shipped, out for delivery, delayed, delivered) instead of messaging on every internal status change
- Track failed deliveries and “where is my order?” contacts to prove notifications are reducing costs and support time
- Keep notifications lean to avoid message fatigue; if an update doesn’t change the customer’s behaviour, don’t send it
Customer retention is all about getting these details right with timely, automated delivery notifications rather than leaving people guessing. When a customer gets a clear delivery notification that says “Your package is coming at 2–4pm today”, it removes the uncertainty and builds trust by setting a realistic delivery time window they can plan around.
If you give your customers a bad delivery experience by not telling them when their package will arrive or in some other way mess up the delivery for them - they will abandon you and your brand at a staggering rate [36% will never buy from you again].
It might seem like delivery notifications are for logistics businesses, but many other businesses can use them to improve their delivery experience for their customers.
What are Delivery Notifications?
A delivery notification allows businesses to alert their customers to the time they can expect a delivery to arrive (sometimes abbreviated as ETA or ETD) and often doubles as a simple delivery tracking notification with a link to follow the order in real time. Delivery notifications are used by both B2B and B2C businesses that deliver goods and services directly to customers.
They usually take the form of SMS or email and are somewhat personalized to the individual customer. Examples you might have received are from the likes of Amazon, Fedex or UPS about orders you placed online.
Delivery is completed means a delivery person has successfully delivered to the recipient. It typically entails the delivery person capturing proof of delivery and a notification email or SMS being sent to the recipient to close the delivery loop. Delivery is completed is an important element in the last mile delivery chain and needs to be recorded correctly for future reporting or queries.
Behind the scenes, most businesses now rely on delivery notification software or a delivery management system to trigger these messages automatically when the delivery status changes, instead of asking drivers or customer service to send them manually.
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Types of Delivery Notifications
Most delivery teams use a mix of channels rather than betting everything on one. The right channel depends on how time‑sensitive the update is, how your customers prefer to communicate, and which delivery notification examples work best for your operation.
SMS delivery notifications
SMS is the most common starting point for automated delivery notifications. It’s perfect for short, time‑critical updates like “Your order is out for delivery today between 2–4pm” or “Delivery completed at your front door.”
Because SMS doesn’t rely on data coverage or a specific app, it’s reliable even for less tech‑savvy customers, and open rates are usually very high. The trade‑off is that you pay per message and you need to be disciplined about consent and opt‑out.
Email delivery notifications
Email plays a different role. It’s better for messages that benefit from more context: full order confirmations, shipping confirmations with tracking links, invoices, or delivery receipts.
Customers are more likely to go back and search their inbox for this information later. Costs are low and you have room for branding and detail, but emails are easier to miss in a crowded inbox and they’re not the best channel for last‑minute changes.
In‑app delivery notifications
If you have your own app, in‑app notifications and push messages let you go one step further. They’re ideal when you want to combine notifications with live tracking, a map view, or self‑service options like “change delivery time” or “leave with neighbour.”
The downside is obvious: you only reach customers who have your app installed and notifications turned on, so this tends to work best for businesses with a loyal, repeat customer base.
WhatsApp and other messaging apps
Messaging apps like WhatsApp are a great option. They combine some of the immediacy of SMS with richer content and a conversational feel. Customers are already in these apps all day, so using them for order updates feels natural.
The flip side is that you have to work within each platform’s rules around templates, consent and pricing, and you need a bit more technical setup to get started.
How to Set Up Delivery Notifications (Step by Step)
Design the flow from the customer’s point of view, then plug the tech in behind it.
1. Map a few key delivery milestones
List the main status changes in your process: order received, shipped, out for delivery, delayed, delivered, delivery attempt failed. Then pick the three to five that genuinely change what the customer can or should do, such as “shipped”, “out for delivery” and “delivered”.
2. Choose the right channel for each event
Decide how urgent each event is and match it to a channel.
- Time‑sensitive updates (out for delivery, failed attempt) → SMS or WhatsApp.
- Lower‑urgency updates (order confirmed, shipped) → email, optionally backed up by SMS for high‑value orders.
3. Automate triggers from your delivery system
Connect your delivery or routing system to your messaging tools so status changes automatically trigger delivery notifications on the right channel. That might be a direct integration with your route planner or TMS, or a lighter webhook/export setup to start with. Drivers and dispatchers should not be sending notifications manually.
4. Write clear, reusable templates
For each event, create one or two templates that answer four questions: what just happened, when the delivery is due, where it’s going, and what the customer should do next. Keep SMS and WhatsApp messages short and plain; use email when you need more context, links or branding.
5. Add simple guardrails and measure impact
Set basic rules so you don’t over‑notify: no bursts of near‑identical messages, and no non‑urgent alerts at antisocial hours. Then watch your failed delivery rate and “where is my order?” contacts. If those go down after you switch notifications on, you know you’re moving in the right direction.
Pros and Cons of Delivery Notifications
Delivery notifications help when they’re timely, accurate and useful, and hurt when they’re noisy, confusing or wrong.
Benefits of delivery notifications
- Fewer missed deliveries: customers know when to be home, so you avoid wasted trips and improve on time delivery rates.
- Less “where is my order?” calls: clear updates reduce routine support contacts and free the team to focus on real issues.
- Better customer experience: the delivery feels organised and predictable, which customers remember when they reorder.
- More repeat business: a smooth last‑mile experience makes it more likely customers will buy from you again.
- Earlier problem detection: the same events that trigger customer messages can alert your team when something is off.
Downsides and risks to manage
- Message fatigue: too many notifications, or messages with no real value, feel like spam and drive unsubscribes.
- Compliance overhead: SMS, email and WhatsApp come with rules on consent, opt‑out and data privacy you must follow.
- Bad data = bad messages: inaccurate statuses or slow updates lead to wrong notifications and quickly erode trust.
- Cost creep at scale: high‑volume operations can rack up SMS or messaging costs if the flow isn’t lean.
3 tips for small businesses sending delivery notifications
Automated notifications will save you countless hours
Letting your customer know what time to expect their delivery is great for everyone. But if you plan on sending the messages out manually, it might not be too great for the operational efficiency of your business. The first tip we have for anyone sending shipment notifications it to automate the task.
Modern delivery management software like SmartRoutes can plan optimized routes for any number of vehicles and orders at the click of a button. When routes are optimized, each stop is given a pretty accurate estimated time of delivery.
The system can automatically send a delivery text or email directly to each customer with the ETD attached within. No extra human effort, but a big advantage to your business.
Brand Your Notifications for Repeat Business
No matter what type of business you operate, if you offer delivery, getting it right can be key to longevity of your business.
When brick and mortar retail was the norm, you were able to speak to your customers and bring your brand face to face. As consumers have moved online, the opportunity to convey that same sense of brand is no longer as strong.
By sending your customers branded communications about their delivery, you not only show that you care about their time, but it also impacts on the brand awareness of your company and increases the chance that they’ll remember you the next time they want to order a product in the same category online.
Give customers ALL of the information they need about their delivery
No two businesses are the same, and it’s important that you tailor your pre-delivery notifications to your own needs.
If your driver is doing anywhere up to 20 drops per day, you may want to give your customers the ability to call them directly to make them aware of any issues.
It can also be helpful to let your customer know what exactly is being delivered. Although it might seem obvious, with customers purchasing more and more online, they can sometimes place an order and completely forget about it. For example, if they think the notification is about a pair of shoes, they might just expect them to be delivered on their doorstep. However, if you’re actually delivering a birthday cake, it might not be the best idea to leave that on a doorstep! Giving the customer information about what it is you are delivering allows them to make the required preparations to receive the delivery.
Ready to start sending your customer delivery notifications?
SmartRoutes delivery management system gives you built‑in delivery notification software, allowing you to send both email and SMS delivery notifications directly from your account. Once you plan a route and attach either an email and/or a phone number for your customer, you simply need to put in your notification template and your work is done.
The system will send the ETA for each delivery to a customer complete with any other relevant order details you select.
To get started, we offer a 7-day free trial of our solution so you can see the benefit of it before you buy.
FAQ
1. What are delivery notifications?
Delivery notifications are automated alerts or messages sent to consumers, providing real-time updates on the status and progress of their package delivery. These notifications typically include information about the package's location, estimated delivery time, and any changes or delays. They can be delivered via various channels such as email or SMS.
2. How can delivery notifications be automated?
Delivery notifications are automated through integrated systems that track and monitor package movement. When predefined events occur (like package pickup, transit, arrival at a sorting facility, or delivery attempts), the system triggers automated messages. This relies on robust logistics software and tracking technology to ensure accurate and timely notifications.
3. How do delivery notifications benefit the consumer?
Delivery notifications give consumers convenience and peace of mind. They keep customers informed about the location of their package, allowing them to anticipate deliveries, adjust schedules if needed, and be prepared for its arrival. Notifications also enable proactive action in case of delays or issues.
4. How do delivery notifications benefit the business?
For businesses, delivery notifications enhance customer satisfaction and retention. By keeping customers informed and engaged, businesses can improve the overall customer experience, reduce inquiries about delivery status, lower missed deliveries, and decrease return requests due to missed or uncertain deliveries.
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Caroline Hassett
Caroline Hassett