Communication
If your customers opt in for SMS messages, they can receive the following messages during delivery or pickup workflows.
| Message type | Example content | Related callback |
|---|---|---|
| SMS unsubscribe | Reply STOP to turn off SMS. | None |
| Order Confirmation | We got your order! You can add or edit items before shopping begins. | Brand new |
| Order Canceled (Unbatchable) | Unfortunately, due to demand in your area, your <store> order can't be fulfilled at this time. Please check back for availability. | Canceled |
| Order Canceled (Unbatchable With Appeasement) | Unfortunately, due to demand in your area, your <store> order can't be fulfilled at this time. We've saved your items for next time. We apologize and have credited $5 to your account to make it right. | Canceled |
| Order Canceled (Limited Hours and Inventory) | Your <store> order was cancelled. Unfortunately, due to shortened store hours, your order could not be fulfilled. Please check back for availability. | Canceled |
| Order Canceled (Limited Hours and Inventory With Appeasement) | Your <store> order was cancelled. Unfortunately, due to shortened store hours, your order could not be fulfilled. We apologize and have credited $5 to your account to make it right. | Canceled |
| Order Item Refund | Rob refunded: <order item>. Visit https://foodin.ai/example_store/ to review. | Order item refund |
| Order Item Replacement | Rob replaced: <order item>. Visit https://foodin.ai/example_store/ to review. | Order item replacement |
| Unassigned Batch | It turns out your shopper can't complete your <store> order. We're working to connect you with another shopper right away and will let you know when your order is in progress again. | Rescheduled |
| Unbatchable | Your grocery order is running behind and may not be ready today. We're doing our best to fix this. Go to order details to cancel or choose a new delivery time. | Rescheduled1 |
Delivery notifications
| Message type | Example content | Related callback |
|---|---|---|
| Acknowledged | Good news, your delivery should arrive today by 3:00 pm. | Acknowledged |
| Start Picking - type 1 | Classy just started shopping! We'll notify you if there are any changes. Your perishables will be temperature controlled while in-store and carefully handled by your shopper until delivery. | Picking |
| Start Picking - type 2 | Tyra is shopping your order! Follow progress through the app https://foodin.ai/example_store/ or website https://foodin.ai/example_store/. | Picking |
| Restart Picking | We found a shopper for you! Your <store> Shopper is getting your items. | Picking |
| Shopping Complete | Classy has checked out. We'll send you an update when your order is on its way. | Staged1 |
| Delivery Started | <store> is on the way! Delivery estimate: ~4:45pm https://foodin.ai/example_store/ | Delivering |
| Delivery Reminder | Your <store> order is scheduled for delivery at around 11:00 pm. Add items or make adjustments now before shopping begins. | Brand new |
| Delivery Rescheduled | <store> Order update: your delivery was rescheduled for 5:00-6:00 pm. https://foodin.ai/example_store/ | Rescheduled |
| Delivery Rescheduled Unbatchable | Due to high demand, your <store> order will be delivered by the first available shopper. We expect to deliver between 5:00-6:00 pm. | Rescheduled |
| Delivery Rescheduled Store Early Closure | Due to shortened store hours, your <store> order was rescheduled and will be delivered by the first available shopper. The latest we expect to deliver is by 6:00 pm. | Rescheduled |
Pickup notifications
| Message type | Example content | Related callback |
|---|---|---|
| Delegate Info Filled To Delegate | Thank you for helping to pick up Claire's order! We'll let you know when it's ready. See pickup info: https://foodin.ai/example_store/ | None |
| Delegate Info Filled to Customer | Jimmy will be picking up your order from <store>. See pickup info: https://foodin.ai/example_store/ | Picking |
| Pickup Ready Early | Good news! Your <store> pickup order is ready early. Let us know when you're at the store. https://foodin.ai/example_store/ | Staged |
| Pickup Reminder | Your pickup window is approaching! Let us know when you're at the store. https://foodin.ai/example_store/ | Staged |
| Pickup Ready | <store> order is ready for pickup! Pick up now until 10:30 PM. Let us know when you're at the store! Items temperature controlled until you arrive. See pickup info: https://foodin.ai/example_store/ | Staged |
| Pickup Ready (Non-Curbside) | <store> order is ready for pickup! Pick up now until 10:30 PM. See pickup info: https://foodin.ai/example_store/ | Staged |
| Pickup Ready (Known Delegate) | Your order is ready for pickup. Tyra will be picking up your order from <store>. See pickup info: https://foodin.ai/example_store/ | Staged |
| Pickup Ready (Locker) | <store> order is ready for pickup! Pick up now until 10:30 PM. Your order is in a temperature controlled locker. PIN: 1234 See pickup info: https://foodin.ai/example_store/ | Staged |
| Pickup Geofence Reached | Welcome to <store>! We’ll meet you by the store entrance shortly. For safety, we ask all shoppers and customers to wear masks when handing off the order. https://foodin.ai/example_store/ | Pickup Geofence reached |
| Customer Acknowledged | 🏃 Tyra is collecting your bags. We'll bring them out to you soon. https://foodin.ai/example_store/ | Customer acknowledged |
| Unable to Find Customer | <store>: We're unable to find you at <store>. Let us know when you arrive to pick up your order https://foodin.ai/example_store/ at 123 Example Street. | Unable to find customer |
| Runner Not Found | We're sorry, no one is available to bring your order out at the moment. Please pick up your order inside the store. See pickup info: https://foodin.ai/example_store/ | Runner not found |
| Pickup Window Closing Soon | Your pickup window is ending soon. We'll keep your items temperature controlled until 10:30 PM. Open the app to let us know when you're at the store. https://foodin.ai/example_store/ | None1 |
| Pickup Window Closed | You can still pick up your order today. <store> will keep your order temperature controlled until 10:00 PM. | None1 |
| Pickup Last Chance Reminder | Reminder! Your order is available until 10:30 PM. Open the app to let us know when you're at the store. https://foodin.ai/example_store/ | None1 |
| Pickup Rescheduled | <store> Order update: your pickup was rescheduled for 5:00-6:00 pm. https://foodin.ai/example_store/ | Rescheduled |
| Pickup Runner Started | <store> Associate is heading outside. See you soon! https://foodin.ai/example_store/ | Pickup runner started |
| Pickup Completed | Your <store> pickup is complete. Rate and view order adjustments: https://foodin.ai/example_store/ | Delivered |
| Late Pickup | Your <store> order is now expected by 10:30 AM. We're sorry for the delay and apologize for any inconvenience it causes. | Late pickup |
| Late Pickup (No ETA) | We’re sorry for the inconvenience, but your <store> order is running late because no shopper is currently available. We’ll keep trying to find one, or you may reschedule. | Late pickup |