How to Create Post-Purchase SMS Flows (+7 Free Templates)

The customer journey doesn’t end at the purchase point. That's just the beginning.

If you don't reach out to your customers when they buy, don't act shocked when they move on.

You don't want to lose your customers and start all over. After all, retaining existing customers is easier than gaining new ones.

So, you need to keep them coming back, and the good news is that post-purchase SMS can help.

They are timely, personalized messages sent to inform and engage your customers. These SMS build trust and even drive repeat sales.

Here’s the proof:

86% of buyers made at least 2 purchases within the past year after receiving a text (Mobile Text Alerts).

Also, according to Mobilesquared:

SMS marketing has an average open rate of 55%; however, 100% of SMS are viewed. That means the other 45% unread still create brand awareness and visibility.

Even at 55%, SMS is still far better compared to other channels like email (20%).

In this guide, you'll learn:

• How post-purchase SMS can benefit your business,
• How to choose the right message timing, and
• How to set up smart, automated flows using our Workflow Builder.

I'll also share seven proven SMS templates with insights from marketers and answers to common FAQs.

Keep reading to discover more.

A quick shout-out to the experts who shared their insights:

• Nick Drewe, a digital strategist and founder of Wethrift.
• Todd Stephenson, co-founder of Roof Quotes.
• Harrison Tang, CEO and co-founder of Spokeo.
• Hone Tito, co-founder of Game Host Bros.
• Carl Jacobs, CEO of Apicbase, a restaurant management platform.
• Alec Loeb, VP of growth marketing at EcoATM.

Why post-purchase SMS flows are important for your business

1. Better customer experience
2. Higher retention and feedback
3. More upsell and cross-sell opportunities

Better customer experience

Post-purchase SMS help you provide instant updates to your customers about their orders. Doing this shows your commitment to offering excellent service to them.

These quick, proactive updates, like order confirmations, shipping, and tracking information:

• Keep your customers informed and reduce anxiety.
• Show customers you value their time and business.
• Build transparency and trust.
• Reduce support inquiries from customers.

For example, I asked Nick Drewe about how post-purchase SMS has helped Wethrift. He shared:

"One effective instance was when we leveraged SMS to inform customers about the status of their orders and shipping updates. This not only enhanced transparency but also boosted customer confidence, resulting in a noticeable uplift in repeat purchases by around 15%."

Todd Stephenson also added:

"People appreciated knowing what to expect and when, and they were a lot more likely to respond to contractors after getting those texts. It gave them peace of mind that the process was moving forward and not just sitting in a queue."

Higher retention and feedback

Aside from staying in touch, post-purchase SMS is a direct way to turn one-time buyers into repeat customers.

This is because each SMS allows you to build loyalty, stay top of mind, and stand out from competitors. So you can get more purchases when you offer tips, support, loyalty program invites, etc., to customers.

For example, Spokeo, a people search engine, shared a KPI improvement for their brand using post-purchase SMS:

"We sent a simple SMS to first-time users with tips on how to get the most from their reports. That message had a click-through rate of over 40 percent and led to a twelve percent increase in users logging back in within three days. This was an important sign of better retention."

Also, timely communication increases feedback from customers. These interactions encourage responses and build stronger relationships for customer retention.

Hone Tito explained how this strategy works at Game Host Bros:

"After someone gets their game server set up with us, I usually send a quick text with a simple tip to help them avoid lag. That message gets a lot of replies, and around 30% of those people ask for more help or upgrade their plan just because they trust the advice. It's not about pushing sales, but making sure they have a smooth experience right away. Another time, a few days after a purchase, I sent a casual check-in asking if they needed help or wanted to try any new features. That little nudge kept almost 20% of customers coming back, just because they knew we were easy to reach and ready to assist."

More upsell and cross-sell opportunities

You can use post-purchase SMS to recommend relevant products (cross-sell) or upgrades (upsell) to your customers.

This can help your brand make more sales and recover abandoned carts. It can also encourage customers to complete their purchases.

Sending these updates and offers will almost certainly boost engagement and increase revenue.

Carl Jacobs attested to this. I asked if post-purchase SMS has improved sales for Apicbase, and he responded:

"Yes, especially with upsells and renewals. We found that clients who engaged with our follow-up texts were more likely to upgrade their plans or request integrations.”

Types of post-purchase SMS messages you should send

Post-purchase SMS are timely updates designed to meet different goals. Each type of SMS also has an ideal time to send for the best results.

Below, you'll find 7 types of post-purchase SMS, when to send them, examples, and ready-to-use templates.

So, if you want higher retention, engagement, and repeat sales, these are the SMS your business should be sending:

1. Order confirmation

This should be the first SMS in your post-purchase flows. It includes the basic order information.

Order confirmation SMS assures your customers that their order went through. It also builds immediate trust and reduces customers' anxiety.

When to send: Immediately after checkout.

Example:

Template:

"Thanks for your order, [Name]! We're processing it now. Track your order here: [link]"

2. Shipping update

This SMS keeps your customer updated once their order has shipped. It is also perfect in a case where the order is being delayed for one reason or another. It includes more information like the shipping address, tracking number, and estimated delivery.

Shipping updates keep your customers calm and reduce panic questions like "where is my order?" It shows transparency and reduces support inquiries.

When to send: When the order ships or if there's a delay.

Example:

Delay update

Templates:

Shipping update

"Hi [Name], your order is on the way. This is your tracking number: [tracking number]. You can also check your delivery status here: [link]"

Delay update

"Dear [Name], your order is slightly delayed due to [reason]. We're sorry for any inconvenience. We're on it and will update you soon. Thanks for your patience. You can track it here: [link]"

3. Delivery confirmation (thank-you message)

This SMS confirms the order was delivered and offers help if needed. Sending this SMS encourages customer engagement and shows you care even after the sale.

You can also send a personalized thank-you text 1-2 days after delivery to make your customers feel appreciated.

When to send: Day of delivery.

Example:

Template:

"Dear [Name], the order sent to you from [store name] has arrived at [pick up station or address]. If you need help with setup or have questions, please reply to this message."

Pro tip: Send a reminder SMS in case the order has not been claimed after a few days to avoid returns or loss.

4. Review request

Send this message to get feedback from customers. Positive reviews will boost your credibility and customer trust, and help you improve your service.

When to send: 3-7 days after delivery.

Pro tip: Offer a small incentive (e.g., points) to encourage your customers to respond.

Example:

Template:

"How are you liking your [product]? We'd love to hear from you, and it will only take a minute. Drop your quick review here: [link]"

5. Follow-up SMS

To show your customers you care about their satisfaction, you need to follow up.

This is why sending follow-up SMS is important:

• It builds relationships and shows that your brand cares.
• It encourages your customers to reach out if they need support.

Pro tip: Add tips about how to use or set up the product to educate your customers.

When to send: A few days after delivery or onboarding.

Example:

Template:

"Hello [Name], just checking in. Do you need help with your new [product]? Text us anytime."

Or:

"Hello [Name], how's your [product] so far? Remember to use your [product] two times daily for the best results. Do you have any questions? We're just one text away."

6. Upsell and cross-sell SMS

Once a customer buys a product, you can send a text to suggest an upgraded version or a related product. You can determine whether to upsell or cross-sell based on purchase history.

Leveraging upsell and cross-sell SMS can help increase your brand revenue.

Pro tip: Add a discount to entice your customers and increase conversion.

When to send: Depends on the kind of product, but generally, 5-7 days after delivery should suffice.

Example:

Template:

"Want more storage on your plan? Upgrade now and get 10% off for being a loyal customer: [link]"

7. Loyalty/discount SMS

Send an SMS to invite your customers to earn points, refer a friend, or get a discount. Doing this helps turn new buyers into repeat customers and encourages long-term loyalty.

This kind of SMS also helps customers track and redeem their loyalty points.

When to send: 5-7 days after delivery.

Example:

Loyalty reward SMS

Template:

"[Name], you’ve earned 50 points. Click here to redeem or learn more: [link]. Also, refer a friend and get $10! They get $10 off, too. Here's your referral link: [link]"

Or:

"[Season] sales! Enjoy X% off all your orders until [date]. Shop now at: [link]"

How to set up a post-purchase SMS flow

Sending helpful SMS after someone buys something doesn't have to be hard or stressful. With a tool like the Mobile Text Alerts' Workflow Builder, you can easily automate these texts.

This section will show you a detailed step-by-step walkthrough using the workflow builder.

Setting up a post-purchase SMS flow with Mobile Text Alerts' Workflow Builder

The Workflow Builder lets you send timely and helpful messages automatically. Here’s how it works:

Step 1: Create an account for free using your Google account or Gmail here.

P.S.: You will get an instant 14-day free trial when you sign up.

Step 2: Once you are in, click on workflow. Then click "Add Workflow."

You'll see options to choose between a one-time and a recurring workflow.

See below:

Choose a recurring workflow for the post-purchase SMS flow.

Step 3: Select a trigger that fits your goal from the available options.

In this example, I'll select the first option.

Step 4: Add words into the box provided for what your subscribers need to send in order to enter the workflow. Then click confirm.

Step 5: Name your workflow (e.g., order confirmation) and set your action(s). Do this by dragging your preferred options into the workflow canvas.

Step 6: Once you've set everything up, click “Save.” Then click “Start” to activate your workflow.

That's how you automate post-purchase SMS with the Workflow Builder.

Tips for writing a good post-purchase SMS

1. Don't be too stiff

Go straight to the point. Avoid fluff. Also, use brand voice (funny, serious, warm, empathetic, whatever matches your audience).

For example, when Carl compared the post-purchase SMS flow that works to the one that didn't work, he noted:

"The one that didn't work was too corporate, it used stiff language and tried to jam in too much info. No one replied. The one that did work sounded like a colleague checking in. Short, warm, and focused on one thing at a time. In our case, helping them solve one small problem via SMS builds trust for bigger conversations later."

2. Meet specific customer needs

Add the customers' names and relevant details. Tailor your SMS based on what they purchased. Focus on meeting their needs.

Like Nick, personalization was one of the things that made post-purchase SMS effective for Wethrift. He emphasized:

"Effective messaging meets specific customer needs promptly, while ineffective ones are impersonal and too generic."

3. Tailor to user actions

Send each post-purchase SMS at the best time for better results.

As Harrison Tang puts it:

"Successful flows are always tailored to user actions and sent at the right moment."

4. Have a direct purpose

Ensure your text offers values like tips, deals, discounts, or educational content.

According to Alec Loeb, one common mistakes brands make is sending post-purchase SMS without adding value. He shared:

"SMS needs a direct purpose. If it sounds like a marketing copy or tries to do too much, it gets ignored or blocked. When it adds value right after the transaction, people stay engaged. That's where the difference is. Simple automation, clear timing, and a reason to respond beat clever words or a polished flow."

5. Tell the customer what to do next

Tell the customer what to do next. Add CTA's like "track your order here," "pick up your order now," “leave a review,” etc.

Don't forget the opt-out option, to stay customer-friendly.

Ready to leverage post-purchase SMS flows?

Create your first SMS flow today using our Workflow Builder.

These messages keep your brand top-of-mind and your customers coming back. They're a proven way to boost retention, build loyalty, and increase sales.

Here's the good part:

Setting it all up is easier than you think.

With our Workflow Builder, you can create and automate your post-purchase SMS flow in minutes.

So, try it out now and start converting today.

FAQ

1. What is a post-purchase SMS flow?

Post-purchase SMS flow is a timely, personalized message sent to customers after they make a purchase. This helps to keep customers informed, build trust, and even drive repeat sales.

2. Why should I send post-purchase SMS?

• To improve the customer experience
• To increase retention and get feedback
• To boost sales opportunities

3. Is SMS better than email for post-purchase follow-ups?

Yes. According to Mobilesquared, SMS marketing has an average open rate of 55%, which is far better compared to email marketing with a 20% open rate. This means SMS is more likely to be opened and acted on.

4. How many post-purchase SMS should I send?

As much as needed, depending on your brand goal. This article discusses 7 types of post-purchase SMS you should send.

5. What’s the best time to send a post-purchase SMS?

The ideal time to send different types of SMS depends on the purpose of each SMS.

For example:

• Send order confirmation immediately after the checkout.
• Send review request SMS 3-7 days after delivery, etc.