What does MerchantWire SMS do?
It sends transactional Shopify order updates through the merchant's own Twilio account. Supported messages include order, pickup, local-delivery, shipping, tracking, and delivery-exception updates.
MerchantWire SMSMerchantWire SMS
Frequently asked questions
Answers about setup, billing, Twilio, consent, delivery, and customer replies.
Do merchants need a separate MerchantWire login?
No. Merchants install and open MerchantWire SMS inside Shopify Admin.
What Twilio access is required?
A Twilio account, Account SID, Standard API Key SID and secret, and a Messaging Service with one supported two-way numeric sender for the selected messaging country. MerchantWire does not request the Twilio master Auth Token as the normal connection method.
Which countries are supported?
United States, Canada, United Kingdom, Australia, Germany, Spain, Netherlands, Sweden, Denmark, Italy, Belgium, Austria, Finland, Norway, Poland, and Switzerland. Sender-registration requirements vary by country and Twilio account configuration.
What does it cost?
MerchantWire SMS has a 30-day free trial, then costs $9.99/month or $99.99/year through Shopify App Pricing. Twilio messaging, phone-number, registration, carrier, and service charges are billed separately by Twilio.
Can it send marketing campaigns?
No. This release is for transactional order-status communication. Promotional campaigns, MMS, WhatsApp, voice calling, and a merchant conversation inbox are not included.
How do STOP, START, and HELP work?
Twilio Advanced Opt-Out provides sender-level enforcement. MerchantWire guides the merchant through testing STOP, START, and HELP and synchronizes supported customer consent behavior. HELP returns the configured support information and does not change consent state.
Does a Sent status mean the phone received the text?
No. Sent means Twilio accepted and forwarded the message. Merchants should wait for the final delivery status and review any Failed or Undelivered reason shown in MerchantWire.
Can customers ask for order information by text?
Merchants can enable supported commands such as STATUS, TRACK, ETA, PICKUP, and DELIVERY. MerchantWire checks the sender and applicable order and consent context before returning information.
How long is detailed message history available?
Operational message and delivery records are generally retained for up to 30 days. Longer-lived dashboard aggregates do not contain customer identifiers, phone numbers, SMS bodies, order identifiers, Twilio Message SIDs, or raw provider payloads.
What happens after uninstalling?
MerchantWire stops initiating new automatic sends, subject to safe reconciliation of submissions already committed to an external provider. Shopify billing and services held directly with Twilio should be reviewed separately.