Cents automatically texts your customers as their order moves along, from the moment it's placed to when it's picked up or delivered. This guide shows each text, what triggers it, and what it says, so you know exactly what your customers see and can answer their questions.
Use this if you want to know what texts your customers receive and what triggers each one.
Details in brackets, like [Store Name] or [Driver Name], fill in automatically. Every text includes a link where the customer can track or review their order, and ends with: "If you would like to unsubscribe from these messages, please reply STOP. Thanks, your team at [Store Name]."
In-store orders
For orders dropped off at your store. Typical flow: Order Submitted, then Laundry Ready, then Order Complete.
Order Submitted
When: The order is created at the store.
Message: "Laundry Update from [Store Name]: Order Submitted! Track your progress here: [link]."
Order Processing
When: The order moves into processing.
Message: "Laundry Update from [Store Name]: Order Processing! Click to review your order, add promos, and more: [link]."
Laundry Ready
When: Processing is complete and the order is ready for pickup.
Message: "Laundry Update from [Store Name]: Your Laundry is Ready! Click to view your order and see return options: [link]."
Order Complete
When: The order is marked complete.
Message: "Laundry Update from [Store Name]: Order Complete! Click here: [link] to view receipt."
Pickup and delivery with your own drivers
For stores that use their own drivers. These texts are triggered by what your driver does in the Cents Driver App.
Order Submitted
When: The customer places a pickup and delivery order online.
Message: "Laundry Update from [Store Name]: Order Submitted! Track your order progress here: [link]."
Pickup Reminder
When: The day before a scheduled pickup.
Message: "Laundry Update from [Store Name]: Pickup Reminder - We have you scheduled for pickup tomorrow, [Pickup Date], between [Pickup Window]."
Driver on the way
When: The driver taps Start on the route. Every customer on the route gets their place in line.
Message: "Laundry Update from [Store Name]: Our driver is on the way and you are the first stop. Click here to track your order: [link]."
Driver ETA
When: The driver taps Go to head to that customer's stop.
Message: "Laundry Update from [Store Name]: We're on our way to you. Driver ETA is [time]. Click here to track your order: [link]."
Missed Pickup
When: The driver marks the pickup as missed.
Message: "Laundry Update from [Store Name]: Missed Pickup! Your order was not able to be picked up by the driver. Fees may apply. See order details here: [link]."
Order Received
When: The order arrives at the store.
Message: "Laundry Update from [Store Name]: Order Received! Click to review your order, add promos and more: [link]."
Laundry Ready
When: Processing is complete.
Message: "Laundry Update from [Store Name]: Your Laundry is Ready! Click to view your order and see return options: [link]."
Delivery Reminder
When: The day before a scheduled delivery.
Message: "Laundry Reminder from [Store Name]: Your order will be delivered tomorrow between [Shift]. Click here to review and make changes: [link]."
Delivered
When: The driver taps Complete on the delivery.
Message: "Laundry Update from [Store Name]: Your laundry order has been delivered. Thank you for doing your laundry with us! Click here to view your order: [link]."
Delivery Unsuccessful
When: The driver marks the delivery as failed and picks a reason.
Message: "Laundry Update from [Store Name]: Your delivery has been canceled because [reason selected by driver]. To reschedule, click here: [link]."Driver contact: from a stop in the Cents Driver App, your driver can also call or text the customer directly. When completing a stop, the app prompts the driver to take a photo.
On-demand delivery (Uber or Roadie)
For stores that use the Cents on-demand delivery network. A partner driver from Uber or Roadie handles the pickup and return, and the customer gets the driver's name, phone number, and ETA.
Order Submitted
When: The customer places the order online.
Message: "Laundry Update from [Store Name]: Order Submitted! Track your order progress here: [link]."
Still finding a driver
When: No partner driver has accepted the pickup or return yet.
Message: "Laundry Update from [Store Name]: Sorry, we are still looking for a Driver to pick up your order. You'll receive a notification when a Driver has been assigned to your order here: [link]."
Driver on the way to pick up
When: A partner driver is heading to the customer.
Message: "Laundry Update from [Store Name]: A driver is on the way to pick up your laundry. ETA: [time]. Your driver's name is [Driver Name] and their phone number is [Phone Number]."
New driver assigned
When: A different partner driver takes over.
Message: "Laundry Update from [Store Name]: NEW DRIVER ASSIGNED: Your Driver is on the way to pick up your laundry. Estimated arrival time is [ETA]. Your Driver's name is [Driver Name] and their phone number is [Phone Number]."
Order Received
When: The order arrives at the store.
Message: "Laundry Update from [Store Name]: Order Received! Click to review your order, add promos and more: [link]."
Laundry Ready
When: Processing is complete.
Message: "Laundry Update from [Store Name]: Your Laundry is Ready! Click to view your order and see return options: [link]."
Out for delivery
When: A partner driver picks up the finished order to bring it back.
Message: "Laundry Update from [Store Name]: Your laundry order #[order] has been picked up and is being delivered to you. Estimated arrival time is [time]. Your Driver's name is [Driver Name] and their phone number is [Phone Number]."
Delivered
When: The order is delivered back to the customer.
Message: "Laundry Update from [Store Name]: Your laundry order #[order] has been delivered. Thank you for doing your laundry with us!"
Payment texts
Payment Pending
When: The order is ready but must be paid before it can be delivered.
Message: "Laundry Update from [Store Name]: Your laundry processing is complete but cannot be delivered back to you before payment. Click here [link] to review and pay for your order."
Payment Failed
When: The card on file is declined when the order is ready for delivery.
Message: "Laundry Reminder from [Store Name]: Payment Failed. Your order is ready for delivery; however, your card on file failed. Update your payment method: [link]."
Order changes and cancellations
Order Canceled
When: The store cancels the order.
Message: "Laundry Update from [Store Name]: Your laundry order has been canceled. Click here: [link] to schedule a new laundry pickup."
Schedule Change
When: The store changes the pickup or delivery schedule.
Message: "Laundry Update from [Store Name]: Schedule Change. Your order has been updated. View your order or reschedule here: [link]."
Store Closure
When: A store closure affects a scheduled pickup.
Message: "Laundry Update from [Store Name]: Due to an upcoming store closure, your order scheduled for pickup on [Pickup Date] has been impacted. View your order or reschedule here: [link]."
Order not ready for delivery
When: The order isn't ready by the end of its scheduled delivery window.
Message: "Laundry Update from [Store Name]: Your order is not ready for your scheduled delivery. We will send you a text when it's ready and you can schedule your delivery at your convenience."
Referral program
Referral credit
When: The order is complete and your referral program is on.
Message: "Laundry Update from [Store Name]: Order Complete! Share referral code [Referral Code] and earn [Credit Earned] for every person that places an order. They will also get [Credit Given] off their first order!"
Emails your business receives
Some events also send an email to your business (not the customer):
A new pickup and delivery order is placed online.
An on-demand pickup is scheduled, or the customer cancels, the driver cancels, or the partner can't complete the delivery.
A customer skips, reschedules, or cancels a recurring order.
An order isn't completed by its due date.
A customer can't schedule a pickup or delivery.
Here's what some of these emails look like:
Pickup and delivery order canceled by the customer
Partner driver unable to deliver the order
Order canceled by the partner driver
Customer rescheduled a pickup or delivery
Customer canceled a recurring order
Order not completed by its due date
Customer couldn't schedule a pickup or delivery
Customize the wording or let customers opt out
Change the wording: You can edit what many of these texts say. See How to Customize Order Update Notifications.
Unsubscribe: Customers reply STOP to stop receiving texts.
Resubscribe: Customers reply START to get texts again.
Troubleshooting
A customer says they aren't getting texts?
Check the phone number on their customer profile. If it's correct, they may have replied STOP at some point. Ask them to reply START to the store's number to turn texts back on.
Customers didn't get the "driver on the way" or ETA text?
These are sent from the Driver App. The route text goes out when the driver taps Start, and the ETA text goes out when they tap Go on a stop. If drivers skip these steps, customers won't be notified.
A customer got a "still looking for a driver" text?
This is normal for on-demand orders when no Uber or Roadie driver has accepted yet. The customer gets another text as soon as a driver is assigned.A customer got a Missed Pickup text by mistake?
The driver marked the stop as missed. If the customer was there, reach out to reschedule and check any missed pickup fee before it's charged.
You want different wording?
Update the message in your notification settings. See How to Customize Order Update Notifications.
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.