RCS use case

Order and delivery updates on RCS

Confirm the order, show what was shipped and let the customer track or change delivery in a tap, without opening an app.

Start free trial Talk to sales

Fewer where-is-my-order calls
Fewer failed deliveries
Trust in the sender

What are RCS order updates?

RCS order updates are confirmation, shipping and delivery messages sent as rich cards from a verified brand, showing the product image, order number and expected date with buttons such as Track order, Change address or Return item. Read receipts show which customers saw the update, and phones without RCS get the same information as a service SMS.

Updated 15 Nov 2026

Why use RCS for order updates?

Fewer where-is-my-order callsA card with the product photo, status and a Track order button answers the question before the customer phones.

Fewer failed deliveriesSuggested replies like Deliver tomorrow or Change address catch problems while the parcel is still in the hub.

Trust in the senderA verified brand name is easy to tell apart from fake delivery messages asking for a re-delivery fee.

How do you set up order updates with RCS?

Your store fires an eventOrder placed, shipped, out for delivery or delivered triggers a call to the MsgClub API.
The right card goes outEach stage has its own card; phones without RCS get the matching service SMS.
The customer actsTrack order opens your tracking page; Change address or Cancel arrives as a reply event.
Your systems updateWebhooks update the order record and alert your support team to replies that need a person.

RCS templates for order updates

Copy, edit and use these as a starting point.

Order confirmedRich card

Title: Order {order_no} confirmed
Body: {item_name} and {other_count} more. Total ₹{amount}. Expected by {date}.
Buttons: View order | Change address | Cancel

Out for deliverySuggested replies

Title: Arriving today by {time}
Body: Your order {order_no} is with our delivery partner. Pay ₹{cod} on delivery.
Buttons: Track order | Deliver tomorrow | Call support

Shipped fallbackSMS fallback

Your order {#var#} from {#var#} is shipped and will arrive by {#var#}. Track: {#var#}

Rich cards and buttons are set up per campaign in your MsgClub panel; text is editable.

Which industries use RCS for order updates?

D2C and e-commerce brandsHow do D2C brands use RCS messaging?See how

Retail storesHow do retail stores use RCS messaging?See how

Logistics and courier companiesHow do courier companies use RCS messaging?See how

Restaurants and cloud kitchensHow do restaurants use RCS messaging?See how

Pharmacies and chemistsHow do pharmacies use RCS messaging?See how

What are the best practices for order updates?

Do this

Keep order updates free of offers so they stay service messages
Show the product image so the customer recognises the order instantly
Send only meaningful stages; four updates per order is usually enough
Route Change address replies to a person if the parcel has already left the hub

What to measure

Where-is-my-order calls and tickets per 100 orders
First-attempt delivery success rate
Read rate of out-for-delivery cards

Connect results to your CRM with the RCS API and webhooks. See how pricing works.

Questions about RCS order updates

Do RCS order updates need customer consent?

Order confirmations and delivery updates are service messages about a purchase the customer made, so they are expected. They must stay informational; adding discount codes or cross-sell products makes them promotional, which needs consent and follows promotional rules.

Can customers change the delivery address from RCS?

They can request it. A Change address button or reply sends an event to your system, which can open an address form or alert support. Whether the change is possible depends on whether the parcel has left your warehouse or the courier's hub.

What happens if the customer's phone cannot receive RCS?

MsgClub checks each number and sends the matching service SMS from your DLT header instead, with the tracking link. You can also set a timeout so the SMS goes out if the RCS message is not delivered in time.

Can I connect RCS order updates to my online store?

Yes, through the API and webhooks. Your store or order management system calls the API at each order stage. MsgClub also offers a Magento plugin for messaging, and other platforms connect through their webhooks or Zapier.

Should cash-on-delivery orders get a confirmation?

Yes. A COD confirmation card with Confirm order and Cancel replies before dispatch helps cut fake or impulse orders that would be returned. Confirmed orders ship; cancelled ones never leave the warehouse, which saves the return trip.

Are RCS order updates better than WhatsApp?

Each has a place. RCS reaches Android customers in their default inbox without a WhatsApp opt-in, with SMS fallback built in. WhatsApp suits customers who want to chat about the order. Many stores send updates on RCS and handle support conversations on WhatsApp.

More RCS use cases

Same job on other channels

WhatsApp: order updates

All RCS use cases RCS by industry

Start sending in minutes

Create a free account to test the panel and API, or talk to our team about volumes, DLT setup and CRM integration.