Order & payment messages
Each order or payment event sends one message to one side: the supplier or the customer.
Who uses it
Nobody sends these by hand; they follow what staff do on an order or payment.
How it works
| Event | To | SMS | Push | |
|---|---|---|---|---|
| A customer places, or staff record, an order | Supplier | Yes | No | Yes (New Order Received) |
| Order confirmed (Packing) | Customer | Yes | Yes | Yes (Order Confirmed) |
| Ready for Delivery, with the invoice | Customer | Yes | No | Yes (Order Ready for Delivery) |
| Delivered | Customer | Yes | No | Yes (Order Delivered) |
| Canceled | Customer | Yes | Only if it refunded | Yes (Order Canceled or Refund Issued) |
| Returns recorded | Customer | Yes | No | Yes |
| Payment recorded | Customer, and supplier for online payments | Yes | Yes (customer) | Yes |
| Payment corrected or removed | Customer | Yes | Yes | Yes |
| Invoice due or overdue (reminder) | Customer | Yes | Yes | Yes (Invoice due) |
SMS is kept to what a customer is waiting on, because it costs per text. A message is frozen as of the event: a confirmation quotes the total at confirmation even if the order changes later. A cancellation with a refund reads as a refund message; the supplier gets its own refund wording.
Muting a channel
Clipp can switch email, SMS or push off for a supplier. A muted message is skipped, not failed, and is not retried. Suppliers cannot do this themselves.
Where it shows up
Emails (with the invoice PDF on Ready for Delivery and Delivered), texts, and push in the apps. The supplier's order list shows new orders without any message.
Permissions
No one configures these per user.
Known limitations
- A message is dropped if it is no longer relevant when sent, for example a reminder for an invoice that was just paid.
FAQ
Why did the customer get an email but no text? Only confirmation, refund, payment and reminder events send texts.
Can I stop emails to customers? Not from the app. Ask Clipp to mute the channel.