Lightspeed Retail text templates

25 Best Text Message Templates for Lightspeed Retail Users (2026)

Use these templates for order pickup, delivery, special orders, restock alerts, loyalty rewards, payment links, review requests, missed calls, and customer follow-up.

Last updated July 19, 2026

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Start with the customer moment

Retail texting works best when every message is tied to a real customer step: order confirmation, pickup, delivery, quote follow-up, appointment, service update, payment, or review request. These examples are designed to help staff reply from the store number instead of personal phones.

Where these messages fit

Moment	When to send	Why it helps
New customer welcome	Send this when the customer moment is new customer welcome and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Order confirmation	Send this when the customer moment is order confirmation and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Order ready for pickup	Send this when the customer moment is order ready for pickup and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Curbside pickup instructions	Send this when the customer moment is curbside pickup instructions and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Special order received	Send this when the customer moment is special order received and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Special order delay	Send this when the customer moment is special order delay and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Backorder update	Send this when the customer moment is backorder update and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Product arrival notification	Send this when the customer moment is product arrival notification and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Delivery confirmation	Send this when the customer moment is delivery confirmation and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.
Delivery scheduling	Send this when the customer moment is delivery scheduling and a clear next step will reduce calls, confusion, or delay.	It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Ready-to-copy Lightspeed Retail text templates

Each template includes a friendly, professional, and premium version so your team can match the customer relationship and the type of purchase.

New customer welcome – Friendly

145 characters

When to send: Send this when the customer moment is new customer welcome and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, welcome to {{store_name}}. You can text this number for order updates, pickup help, product questions, or appointment changes.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, welcome to {{store_name}}. You can text this number for order updates, pickup help, product questions, or appointment changes.

Thanks, that helps.

New customer welcome – Professional

133 characters

When to send: Send this when the customer moment is new customer welcome and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Thank you for shopping with {{store_name}}. Our team can help by text with pickup, delivery, special orders, and follow-up questions.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Thank you for shopping with {{store_name}}. Our team can help by text with pickup, delivery, special orders, and follow-up questions.

Thanks, that helps.

New customer welcome – Premium/VIP

139 characters

When to send: Send this when the customer moment is new customer welcome and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, welcome to {{store_name}}. We appreciate your first visit. Text this number any time you need help from our retail team.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, welcome to {{store_name}}. We appreciate your first visit. Text this number any time you need help from our retail team.

Thanks, that helps.

Order confirmation – Friendly

138 characters

When to send: Send this when the customer moment is order confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your order {{order_number}} from {{store_name}} is confirmed. We will text you when it is ready for pickup or delivery.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your order {{order_number}} from {{store_name}} is confirmed. We will text you when it is ready for pickup or delivery.

Thanks, that helps.

Order confirmation – Professional

122 characters

When to send: Send this when the customer moment is order confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{store_name}} order {{order_number}} is confirmed. Reply here if you need to update contact details or pickup preference.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{store_name}} order {{order_number}} is confirmed. Reply here if you need to update contact details or pickup preference.

Thanks, that helps.

Order confirmation – Premium/VIP

127 characters

When to send: Send this when the customer moment is order confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your {{store_name}} order is confirmed. We will keep you updated personally as it moves through the process.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your {{store_name}} order is confirmed. We will keep you updated personally as it moves through the process.

Thanks, that helps.

Order ready for pickup – Friendly

156 characters

When to send: Send this when the customer moment is order ready for pickup and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your order from {{store_name}} is ready for pickup. Please bring confirmation {{order_number}}. Reply CURBSIDE if you need curbside help.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your order from {{store_name}} is ready for pickup. Please bring confirmation {{order_number}}. Reply CURBSIDE if you need curbside help.

Thanks, that helps.

Order ready for pickup – Professional

100 characters

When to send: Send this when the customer moment is order ready for pickup and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Your order {{order_number}} is ready for pickup at {{store_name}}. Pickup hours today are {{hours}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Your order {{order_number}} is ready for pickup at {{store_name}}. Pickup hours today are {{hours}}.

Thanks, that helps.

Order ready for pickup – Premium/VIP

122 characters

When to send: Send this when the customer moment is order ready for pickup and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Good news, {{first_name}}. Your {{store_name}} order is ready. Reply here and we can have it prepared for a smooth pickup.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Good news, {{first_name}}. Your {{store_name}} order is ready. Reply here and we can have it prepared for a smooth pickup.

Thanks, that helps.

Curbside pickup instructions – Friendly

161 characters

When to send: Send this when the customer moment is curbside pickup instructions and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, when you arrive for curbside pickup, park in {{pickup_area}} and reply HERE with your vehicle color. We will bring out order {{order_number}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, when you arrive for curbside pickup, park in {{pickup_area}} and reply HERE with your vehicle color. We will bring out order {{order_number}}.

Thanks, that helps.

Curbside pickup instructions – Professional

120 characters

When to send: Send this when the customer moment is curbside pickup instructions and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Curbside pickup: park in {{pickup_area}} and text HERE when you arrive. Please have confirmation {{order_number}} ready.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Curbside pickup: park in {{pickup_area}} and text HERE when you arrive. Please have confirmation {{order_number}} ready.

Thanks, that helps.

Curbside pickup instructions – Premium/VIP

122 characters

When to send: Send this when the customer moment is curbside pickup instructions and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we are ready for your curbside pickup. Reply when you arrive and our team will bring everything to you.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we are ready for your curbside pickup. Reply when you arrive and our team will bring everything to you.

Thanks, that helps.

Special order received – Friendly

132 characters

When to send: Send this when the customer moment is special order received and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your special order at {{store_name}} has been received. Current ETA is {{eta}}. We will text you when it arrives.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your special order at {{store_name}} has been received. Current ETA is {{eta}}. We will text you when it arrives.

Thanks, that helps.

Special order received – Professional

90 characters

When to send: Send this when the customer moment is special order received and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Your special order has been placed. Estimated arrival: {{eta}}. Reply here with questions.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Your special order has been placed. Estimated arrival: {{eta}}. Reply here with questions.

Thanks, that helps.

Special order received – Premium/VIP

121 characters

When to send: Send this when the customer moment is special order received and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your special order is in motion. We will monitor it and keep you posted as soon as there is an update.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your special order is in motion. We will monitor it and keep you posted as soon as there is an update.

Thanks, that helps.

Special order delay – Friendly

149 characters

When to send: Send this when the customer moment is special order delay and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, quick update from {{store_name}}: your special order is delayed. New estimated arrival is {{new_eta}}. We are watching it closely.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, quick update from {{store_name}}: your special order is delayed. New estimated arrival is {{new_eta}}. We are watching it closely.

Thanks, that helps.

Special order delay – Professional

108 characters

When to send: Send this when the customer moment is special order delay and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Your special order has an updated ETA of {{new_eta}}. We apologize for the delay and will keep you informed.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Your special order has an updated ETA of {{new_eta}}. We apologize for the delay and will keep you informed.

Thanks, that helps.

Special order delay – Premium/VIP

132 characters

When to send: Send this when the customer moment is special order delay and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we wanted to personally let you know your special order is taking longer than expected. Current ETA: {{new_eta}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we wanted to personally let you know your special order is taking longer than expected. Current ETA: {{new_eta}}.

Thanks, that helps.

Backorder update – Friendly

136 characters

When to send: Send this when the customer moment is backorder update and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, {{item_name}} is still on backorder. We can keep the order open, suggest alternatives, or notify you when it arrives.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, {{item_name}} is still on backorder. We can keep the order open, suggest alternatives, or notify you when it arrives.

Thanks, that helps.

Backorder update – Professional

104 characters

When to send: Send this when the customer moment is backorder update and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{store_name}} backorder update: {{item_name}} is still pending. Reply OPTIONS if you want alternatives.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{store_name}} backorder update: {{item_name}} is still pending. Reply OPTIONS if you want alternatives.

Thanks, that helps.

Backorder update – Premium/VIP

116 characters

When to send: Send this when the customer moment is backorder update and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we are still tracking {{item_name}} for you and can help compare other options if timing matters.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we are still tracking {{item_name}} for you and can help compare other options if timing matters.

Thanks, that helps.

Product arrival notification – Friendly

118 characters

When to send: Send this when the customer moment is product arrival notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, {{item_name}} has arrived at {{store_name}}. Reply PICKUP if you want us to hold it at the counter.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, {{item_name}} has arrived at {{store_name}}. Reply PICKUP if you want us to hold it at the counter.

Thanks, that helps.

Product arrival notification – Professional

89 characters

When to send: Send this when the customer moment is product arrival notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{item_name}} is now in stock at {{store_name}}. Reply here if you want us to reserve it.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{item_name}} is now in stock at {{store_name}}. Reply here if you want us to reserve it.

Thanks, that helps.

Product arrival notification – Premium/VIP

109 characters

When to send: Send this when the customer moment is product arrival notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, the item you asked about has arrived. We can set it aside for you today if you would like.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, the item you asked about has arrived. We can set it aside for you today if you would like.

Thanks, that helps.

Delivery confirmation – Friendly

122 characters

When to send: Send this when the customer moment is delivery confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your {{store_name}} delivery is confirmed for {{date}}. We will text again when the team is on the way.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your {{store_name}} delivery is confirmed for {{date}}. We will text again when the team is on the way.

Thanks, that helps.

Delivery confirmation – Professional

85 characters

When to send: Send this when the customer moment is delivery confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Delivery confirmed for {{date}}. Reply here if the address or timing needs to change.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Delivery confirmed for {{date}}. Reply here if the address or timing needs to change.

Thanks, that helps.

Delivery confirmation – Premium/VIP

115 characters

When to send: Send this when the customer moment is delivery confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your delivery is confirmed. We will keep communication easy by text as the delivery gets closer.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your delivery is confirmed. We will keep communication easy by text as the delivery gets closer.

Thanks, that helps.

Delivery scheduling – Friendly

147 characters

When to send: Send this when the customer moment is delivery scheduling and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we are ready to schedule delivery for order {{order_number}}. Available windows: {{option_1}} or {{option_2}}. Which works best?

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we are ready to schedule delivery for order {{order_number}}. Available windows: {{option_1}} or {{option_2}}. Which works best?

Thanks, that helps.

Delivery scheduling – Professional

89 characters

When to send: Send this when the customer moment is delivery scheduling and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Please choose a delivery window for order {{order_number}}: {{option_1}} or {{option_2}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Please choose a delivery window for order {{order_number}}: {{option_1}} or {{option_2}}.

Thanks, that helps.

Delivery scheduling – Premium/VIP

126 characters

When to send: Send this when the customer moment is delivery scheduling and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your order is ready for delivery scheduling. Reply with the window that works best for your home or office.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your order is ready for delivery scheduling. Reply with the window that works best for your home or office.

Thanks, that helps.

Appointment confirmation – Friendly

130 characters

When to send: Send this when the customer moment is appointment confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your appointment at {{store_name}} is confirmed for {{date}} at {{time}}. Reply here if you need to reschedule.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your appointment at {{store_name}} is confirmed for {{date}} at {{time}}. Reply here if you need to reschedule.

Thanks, that helps.

Appointment confirmation – Professional

93 characters

When to send: Send this when the customer moment is appointment confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{store_name}} appointment confirmed: {{date}} at {{time}}. Please reply if anything changes.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{store_name}} appointment confirmed: {{date}} at {{time}}. Please reply if anything changes.

Thanks, that helps.

Appointment confirmation – Premium/VIP

110 characters

When to send: Send this when the customer moment is appointment confirmation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we have your appointment reserved for {{date}} at {{time}} and look forward to helping you.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we have your appointment reserved for {{date}} at {{time}} and look forward to helping you.

Thanks, that helps.

Personal shopping appointment reminder – Friendly

142 characters

When to send: Send this when the customer moment is personal shopping appointment reminder and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Reminder from {{store_name}}: your personal shopping appointment is tomorrow at {{time}}. Reply with anything specific you want us to prepare.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Reminder from {{store_name}}: your personal shopping appointment is tomorrow at {{time}}. Reply with anything specific you want us to prepare.

Thanks, that helps.

Personal shopping appointment reminder – Professional

112 characters

When to send: Send this when the customer moment is personal shopping appointment reminder and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Your personal shopping appointment is tomorrow at {{time}}. Reply here with style, size, or product preferences.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Your personal shopping appointment is tomorrow at {{time}}. Reply here with style, size, or product preferences.

Thanks, that helps.

Personal shopping appointment reminder – Premium/VIP

121 characters

When to send: Send this when the customer moment is personal shopping appointment reminder and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we are preparing for your personal shopping visit tomorrow. Text any preferences and we will be ready.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we are preparing for your personal shopping visit tomorrow. Text any preferences and we will be ready.

Thanks, that helps.

Repair or service update – Friendly

119 characters

When to send: Send this when the customer moment is repair or service update and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, update on your {{item_name}} service: {{status}}. We will text again when the next step is complete.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, update on your {{item_name}} service: {{status}}. We will text again when the next step is complete.

Thanks, that helps.

Repair or service update – Professional

94 characters

When to send: Send this when the customer moment is repair or service update and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{store_name}} service update for {{item_name}}: {{status}}. Reply here if you have questions.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{store_name}} service update for {{item_name}}: {{status}}. Reply here if you have questions.

Thanks, that helps.

Repair or service update – Premium/VIP

114 characters

When to send: Send this when the customer moment is repair or service update and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your {{item_name}} is currently at this stage: {{status}}. We are keeping an eye on it for you.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your {{item_name}} is currently at this stage: {{status}}. We are keeping an eye on it for you.

Thanks, that helps.

Payment link – Friendly

132 characters

When to send: Send this when the customer moment is payment link and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, here is your secure payment link from {{store_name}} for {{amount}}: {{payment_link}}. Reply here with questions.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, here is your secure payment link from {{store_name}} for {{amount}}: {{payment_link}}. Reply here with questions.

Thanks, that helps.

Payment link – Professional

71 characters

When to send: Send this when the customer moment is payment link and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{store_name}} payment request: {{amount}}. Pay here: {{payment_link}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{store_name}} payment request: {{amount}}. Pay here: {{payment_link}}.

Thanks, that helps.

Payment link – Premium/VIP

119 characters

When to send: Send this when the customer moment is payment link and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your payment link is ready. Once complete, we can move the order to the next step: {{payment_link}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your payment link is ready. Once complete, we can move the order to the next step: {{payment_link}}.

Thanks, that helps.

Abandoned quote follow-up – Friendly

145 characters

When to send: Send this when the customer moment is abandoned quote follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, checking in on your quote from {{store_name}}. Would you like us to hold the items, adjust the quote, or help compare options?

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, checking in on your quote from {{store_name}}. Would you like us to hold the items, adjust the quote, or help compare options?

Thanks, that helps.

Abandoned quote follow-up – Professional

83 characters

When to send: Send this when the customer moment is abandoned quote follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Following up on your quote. Reply HOLD, CHANGE, or QUESTIONS and our team can help.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Following up on your quote. Reply HOLD, CHANGE, or QUESTIONS and our team can help.

Thanks, that helps.

Abandoned quote follow-up – Premium/VIP

117 characters

When to send: Send this when the customer moment is abandoned quote follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we can still help with the quote we prepared. Reply here and we will make it easy to move forward.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we can still help with the quote we prepared. Reply here and we will make it easy to move forward.

Thanks, that helps.

Review request – Friendly

134 characters

When to send: Send this when the customer moment is review request and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, thank you for shopping with {{store_name}}. If we earned it, would you share a quick Google review? {{review_link}}

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, thank you for shopping with {{store_name}}. If we earned it, would you share a quick Google review? {{review_link}}

Thanks, that helps.

Review request – Professional

95 characters

When to send: Send this when the customer moment is review request and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Thanks for choosing {{store_name}}. Your feedback helps local shoppers find us: {{review_link}}

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Thanks for choosing {{store_name}}. Your feedback helps local shoppers find us: {{review_link}}

Thanks, that helps.

Review request – Premium/VIP

129 characters

When to send: Send this when the customer moment is review request and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, it was a pleasure helping you. If your experience was excellent, your review would mean a lot: {{review_link}}

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, it was a pleasure helping you. If your experience was excellent, your review would mean a lot: {{review_link}}

Thanks, that helps.

Customer satisfaction follow-up – Friendly

110 characters

When to send: Send this when the customer moment is customer satisfaction follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, checking in from {{store_name}}. How did everything go with your recent purchase or pickup?

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, checking in from {{store_name}}. How did everything go with your recent purchase or pickup?

Thanks, that helps.

Customer satisfaction follow-up – Professional

101 characters

When to send: Send this when the customer moment is customer satisfaction follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

We hope your recent {{store_name}} experience went smoothly. Reply here if we can help with anything.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

We hope your recent {{store_name}} experience went smoothly. Reply here if we can help with anything.

Thanks, that helps.

Customer satisfaction follow-up – Premium/VIP

126 characters

When to send: Send this when the customer moment is customer satisfaction follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we wanted to make sure your purchase experience felt right. Reply here if there is anything we can improve.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we wanted to make sure your purchase experience felt right. Reply here if there is anything we can improve.

Thanks, that helps.

Loyalty reward notification – Friendly

123 characters

When to send: Send this when the customer moment is loyalty reward notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, you have a {{reward_amount}} reward available at {{store_name}}. Reply REWARD if you want help using it.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, you have a {{reward_amount}} reward available at {{store_name}}. Reply REWARD if you want help using it.

Thanks, that helps.

Loyalty reward notification – Professional

98 characters

When to send: Send this when the customer moment is loyalty reward notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Your {{store_name}} loyalty reward is ready: {{reward_amount}}. Use it before {{expiration_date}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Your {{store_name}} loyalty reward is ready: {{reward_amount}}. Use it before {{expiration_date}}.

Thanks, that helps.

Loyalty reward notification – Premium/VIP

124 characters

When to send: Send this when the customer moment is loyalty reward notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, your loyalty reward is available. We would be happy to help you choose something great before it expires.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, your loyalty reward is available. We would be happy to help you choose something great before it expires.

Thanks, that helps.

Birthday offer – Friendly

123 characters

When to send: Send this when the customer moment is birthday offer and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Happy birthday month, {{first_name}}. {{store_name}} has a birthday offer for you: {{offer}}. Reply BDAY for help using it.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Happy birthday month, {{first_name}}. {{store_name}} has a birthday offer for you: {{offer}}. Reply BDAY for help using it.

Thanks, that helps.

Birthday offer – Professional

70 characters

When to send: Send this when the customer moment is birthday offer and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Birthday offer from {{store_name}}: {{offer}}. Valid through {{date}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Birthday offer from {{store_name}}: {{offer}}. Valid through {{date}}.

Thanks, that helps.

Birthday offer – Premium/VIP

112 characters

When to send: Send this when the customer moment is birthday offer and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Happy birthday month, {{first_name}}. We would love to help you pick something special with your birthday offer.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Happy birthday month, {{first_name}}. We would love to help you pick something special with your birthday offer.

Thanks, that helps.

VIP customer invitation – Friendly

132 characters

When to send: Send this when the customer moment is vip customer invitation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, you are invited to our VIP event at {{store_name}} on {{date}}. Reply VIP if you would like us to reserve a spot.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, you are invited to our VIP event at {{store_name}} on {{date}}. Reply VIP if you would like us to reserve a spot.

Thanks, that helps.

VIP customer invitation – Professional

79 characters

When to send: Send this when the customer moment is vip customer invitation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{store_name}} VIP event invitation: {{date}}. Reply YES to reserve your visit.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{store_name}} VIP event invitation: {{date}}. Reply YES to reserve your visit.

Thanks, that helps.

VIP customer invitation – Premium/VIP

119 characters

When to send: Send this when the customer moment is vip customer invitation and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we are inviting select customers to a private shopping event. Reply VIP and we will hold your place.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we are inviting select customers to a private shopping event. Reply VIP and we will hold your place.

Thanks, that helps.

New product announcement – Friendly

121 characters

When to send: Send this when the customer moment is new product announcement and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, new {{category}} arrivals just landed at {{store_name}}. Reply NEW if you want photos or availability.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, new {{category}} arrivals just landed at {{store_name}}. Reply NEW if you want photos or availability.

Thanks, that helps.

New product announcement – Professional

86 characters

When to send: Send this when the customer moment is new product announcement and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

New {{category}} products are now available at {{store_name}}. Reply here for details.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

New {{category}} products are now available at {{store_name}}. Reply here for details.

Thanks, that helps.

New product announcement – Premium/VIP

92 characters

When to send: Send this when the customer moment is new product announcement and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we thought you might want first look at our newest {{category}} arrivals.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we thought you might want first look at our newest {{category}} arrivals.

Thanks, that helps.

Restock notification – Friendly

112 characters

When to send: Send this when the customer moment is restock notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, {{item_name}} is back in stock at {{store_name}}. Reply HOLD if you want us to set one aside.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, {{item_name}} is back in stock at {{store_name}}. Reply HOLD if you want us to set one aside.

Thanks, that helps.

Restock notification – Professional

70 characters

When to send: Send this when the customer moment is restock notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{item_name}} is restocked. Reply HOLD to reserve while supplies last.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{item_name}} is restocked. Reply HOLD to reserve while supplies last.

Thanks, that helps.

Restock notification – Premium/VIP

98 characters

When to send: Send this when the customer moment is restock notification and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, the item you were waiting for is back. We can hold it for you today if helpful.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, the item you were waiting for is back. We can hold it for you today if helpful.

Thanks, that helps.

Holiday hours – Friendly

126 characters

When to send: Send this when the customer moment is holiday hours and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, {{store_name}} holiday hours are {{holiday_hours}}. Reply here if you need pickup or gift help before then.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, {{store_name}} holiday hours are {{holiday_hours}}. Reply here if you need pickup or gift help before then.

Thanks, that helps.

Holiday hours – Professional

97 characters

When to send: Send this when the customer moment is holiday hours and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

{{store_name}} holiday hours: {{holiday_hours}}. Text us for pickup, delivery, or gift questions.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

{{store_name}} holiday hours: {{holiday_hours}}. Text us for pickup, delivery, or gift questions.

Thanks, that helps.

Holiday hours – Premium/VIP

92 characters

When to send: Send this when the customer moment is holiday hours and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, sending our holiday hours so you can plan comfortably: {{holiday_hours}}.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, sending our holiday hours so you can plan comfortably: {{holiday_hours}}.

Thanks, that helps.

Return follow-up – Friendly

124 characters

When to send: Send this when the customer moment is return follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, following up on your return at {{store_name}}. Was everything handled clearly, or do you still need help?

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, following up on your return at {{store_name}}. Was everything handled clearly, or do you still need help?

Thanks, that helps.

Return follow-up – Professional

91 characters

When to send: Send this when the customer moment is return follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Thanks for visiting {{store_name}}. Reply here if you need anything else after your return.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Thanks for visiting {{store_name}}. Reply here if you need anything else after your return.

Thanks, that helps.

Return follow-up – Premium/VIP

122 characters

When to send: Send this when the customer moment is return follow-up and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, we appreciate you giving us the chance to help with your return. Let us know if anything is unresolved.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, we appreciate you giving us the chance to help with your return. Let us know if anything is unresolved.

Thanks, that helps.

Thank-you after purchase – Friendly

148 characters

When to send: Send this when the customer moment is thank-you after purchase and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, thank you for shopping with {{store_name}}. Reply here if you need help with sizing, care, pickup, delivery, or another question.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, thank you for shopping with {{store_name}}. Reply here if you need help with sizing, care, pickup, delivery, or another question.

Thanks, that helps.

Thank-you after purchase – Professional

95 characters

When to send: Send this when the customer moment is thank-you after purchase and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Thank you for your purchase from {{store_name}}. Our team is here by text if you need anything.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Thank you for your purchase from {{store_name}}. Our team is here by text if you need anything.

Thanks, that helps.

Thank-you after purchase – Premium/VIP

108 characters

When to send: Send this when the customer moment is thank-you after purchase and a clear next step will reduce calls, confusion, or delay.

Why it works: It gives the customer context, uses the store number, and invites a simple reply instead of forcing a phone call.

Hi {{first_name}}, thank you again. We appreciate your business and are here if you need any follow-up help.

Personalize: {{first_name}}, {{store_name}}, order or customer details, timing, links, and associate name where useful.

Hi {{first_name}}, thank you again. We appreciate your business and are here if you need any follow-up help.

Thanks, that helps.

Common mistakes to avoid

Using personal cell phones

Customers should be able to text the store number, not individual associates who may be off shift.

Sending vague updates

A good text says what changed, what happens next, and how the customer can reply.

Mixing promos with service

Keep operational updates separate from promotional campaigns so important messages stay trusted.

Written by Dan Tucci

Founder of ConvertLocal, helping local and multi-location businesses set up review automation, texting, webchat, AI Receptionist, missed-call text back, and customer communication workflows.

Related template hubs and services

FAQ

Can Lightspeed Retail users send these exact text templates?

Yes. These are ready-to-copy examples your team can adapt for Lightspeed Retail customer moments such as orders, pickup, delivery, appointments, service, and review requests.

Can ConvertLocal help set up business texting?

Yes. ConvertLocal helps businesses use their existing business number for texting, shared inbox workflows, missed-call text back, and follow-up messages.

Can Birdeye help with review requests?

Birdeye can help businesses send review requests by text and email depending on the setup, available integrations, and the customer's workflow.

Should promotional texts be separated from operational texts?

Yes. Operational texts should help customers complete an order, appointment, pickup, delivery, or service step. Promotional campaigns should be planned separately with consent and frequency controls.

Do these templates replace compliance review?

No. These templates are practical starting points. Your business should follow applicable SMS, privacy, consent, and industry rules before sending campaigns.

Can these messages come from the store's main phone number?

Yes, when landline texting is configured, customers can text the business number they already know instead of staff personal cell phones.