SMS & WhatsApp for
E-commerce in India
Order confirmations, shipping alerts, delivery OTP, cart abandonment sequences, and WhatsApp product catalogues — everything Indian e-commerce and D2C brands need to engage customers on mobile.
95%+
Order SMS open rate
5–12%
Cart recovery rate
< 3s
OTP delivery
40%
Fewer delivery disputes
E-commerce Messaging Use Cases
From order placed to post-delivery re-engagement.
Order Confirmation
Instant SMS + WhatsApp confirmation the moment an order is placed. Reduces customer anxiety and cancellations.
Shipping Alerts
Notify customers when order is shipped, with tracking link. WhatsApp version shows product image and carrier details.
Delivery OTP
Mandatory OTP confirmation on delivery — eliminates false delivery reports and 'not received' disputes.
Cart Abandonment
Automated SMS sequence: 1 hour after abandon → 24 hours → 48 hours with increasing discount offer.
Post-Delivery Feedback
WhatsApp star-rating request after delivery. Positive reviews requested on Google; negative flagged for support.
Re-engagement Campaigns
Personalised promotional SMS to lapsed customers: '30 days since your last order — 15% off your next one.'
The Full Order Communication Workflow
Order placed
SMS + WhatsApp"'Your order #ORD-123 for Nike Air Max has been confirmed. Expected delivery: 18 Sep.'"
Order shipped
SMS + WhatsApp"'Your order is on its way! Track here: [link]. Estimated delivery: tomorrow by 8 PM.'"
Out for delivery
SMS"'Your order will be delivered in the next 2 hours. OTP: 847291 — share with delivery agent.'"
Delivered
WhatsApp"Interactive message: ⭐⭐⭐⭐⭐ Rate your experience [buttons]. Write a review [button]."
72 hours after delivery
WhatsApp"Product re-engagement: 'Loved your order? Shop new arrivals in your size →'"
Frequently Asked Questions
How do e-commerce companies use SMS and WhatsApp for order management?
E-commerce companies use SMS for order confirmation (immediately after checkout), shipping notification (with tracking link), out-for-delivery alert, delivery confirmation OTP, and post-delivery feedback request. WhatsApp is used for the same workflow but with richer content — product images, tracking cards, and interactive buttons for delivery instructions. The combined open rate for e-commerce order SMS is 95%+, compared to 15–20% for email.
What is a delivery OTP and how does it work?
Delivery OTP is a one-time password sent to the customer that the delivery agent collects on delivery — preventing false delivery reports. Popular in platforms like Swiggy, Zomato, and BigBasket. ConnexBetter's OTP API generates and sends the OTP, and your delivery app calls /v1/otp/verify to confirm it. Sub-3-second delivery ensures the customer has the OTP ready when the agent arrives.
Can I send cart abandonment SMS in India?
Yes, with conditions. Cart abandonment reminders are promotional SMS and must use a TRAI DLT-registered promotional sender ID and template. They can only be sent to non-DND mobile numbers. The message must include your brand name and an opt-out method. ConnexBetter handles DLT registration and provides the send infrastructure. Typical cart recovery rates via SMS are 5–12% — higher than email cart abandonment sequences.
How does WhatsApp catalogue work for e-commerce?
WhatsApp Business API allows you to send product catalogues as interactive rich cards — with product image, name, price, and a 'Buy Now' or 'View Details' button. A customer can browse your catalogue in WhatsApp, tap a button, and be redirected to your checkout page. This is especially effective for D2C brands selling via WhatsApp without a full website.
What is ConnexBetter's pricing for e-commerce order SMS?
Transactional SMS (order confirmations, shipping, delivery OTP) starts at ₹0.115/SMS. Promotional SMS (cart abandonment, offers) starts at ₹0.10/SMS. WhatsApp template messages for order notifications start at ₹0.60–₹0.80 per conversation (Meta's pricing, with ConnexBetter's platform fee). No monthly minimums on Starter plans.
Give your customers a 95% open rate on every order update
Schedule a demo and see how ConnexBetter powers order communication for Indian e-commerce brands.