Goodeats SMS notifications

New order notifications for outlet operator

Screenshot_2021-03-08-12-09-16

When enabled, an SMS will be sent to a designated mobile number when a new order is created. The message contains some basic details about the order including the requested time, value, reference and outlet name. This is intended to be use as a fallback to the in-app and push notifications that appear in the POS app when a new order is received.

SMS will be sent for collection and delivery orders. Dropoff orders will not trigger an SMS -  this should not be necessary as the customer should be on-site.

This feature is free and available for all payment methods.

If the customer places a multi-vendor order, each outlet will receive an order notification SMS (if enabled in the individual outlet settings).

Order status update notification for customers

Screenshot_2021-03-08-12-31-04

When enabled, an SMS will be sent to the customer when their order state changes in a way that requires their attention. The SMS is sent in addition to the order state emails.

SMS are sent for the following states:

State Fulfillment type Content
Rejected All Your order #XXXXX from Burger shack was declined.
A refund has been initiated.
See https://goodeats.io/o/xF8sBmxrzV4CqtPExiYUim
Ready Collection Your order #XXXXX from Burger shack is ready to collect.
See https://goodeats.io/o/tnQFu8yAuiBz5Z9xtgXQtE
Ready Dropoff

Your order #XXXXX from Burger shack is ready. Custom message here.

See https://goodeats.io/o/tnQFu8yAuiBz5Z9xtgXQtE

Dispatched Delivery Your order #XXXXX from Burger shack is on it's way to SE16 4RT.
See https://goodeats.io/o/khEsCqFAKJcKxaBHvkfw9k
Cancelled All Your order #XXXXX from Burger shack was cancelled.
A refund has been initiated.
See https://goodeats.io/o/zDKotyd2guh9NVEZdFnqLW

The ready message for Dropoff allows a short, custom message of ~50 characters to be added. This is because the customer instruction may be depend on the venue, eg "Please wait for delivery.", "Please wait for delivery or collect from bar." etc.

The store display name and collection point will be truncated to prevent sending messages above 160 characters. To ensure that these strings are not truncated, ensure that the store display name and collection point names are not longer than 25 characters.

In most cases the customer will only receive one SMS notification (either Rejected, Ready or Dispatched), however if the order is then cancelled, this will trigger a second SMS for the cancelled state.

The SMS will be sent via the sender name Goodeats. The outet store display name is present in the message body.

This setting can be enabled per fulfillment type.

If the customer places a multi-vendor order, they will receive the order state SMS per outlet (similar to the order state emails).

Fees

Only available for orders paid via Stripe

Due to the SMS fee being charged as additional commission, this feature is currently only enabled for orders paid via Stripe. Pay-in-person, account and other card processors will not trigger customer SMS.

The feature is chargeable - an additional fee will be added to the Goodeats commission fee to cover the cost of sending the SMS. The charge is either £0.03 or  €0.03 per order.

This fee is refunded if the order is refunded (eg due to a manual refund or rejection/cancellation).

If the feature is enabled after the order is created, this will not send any SMS notifications because the cost of the SMS was not charged when the order was created.

For multi-vendor orders, the total SMS fee for all outlets will be added to the commission. For example if the customer places an order across 3 outlets and 2 of those outlets have customer SMS notifications enabled, an additional fee of £0.06 (2 * £0.03) would be charged.