Order Confirmation emails not sent

[kapilgohil]

Hi All,

We have an order that came in approx 12 hours ago (9pm GMT). However, looking at the timeline. the order confirmation email was not sent.

Does anyone have any ides why this would be the case?

Thanks in advance

[Nick]

Hi @kapilgohil,

Nick here from Shopify. 

This is interesting as the confirmation email would normally be sent automatically for all orders. The only thing I can think of that could be causing this is if you were using an app to process some orders? Would you be able to confirm if you are using an app and let me know please if you are using an app, just to check the notification settings in the app if they have them? 

Let me know and looking forward to hearing from you!

All the best, Nick

[CBRoe]

Nick,

We have several apps like Edit Order by Cleverific but none that hit at checkout that I'm aware of.  The order confirmation is a custom one that was designed by our consultants but I don't think that would have any impact versus a standard order confirmation. 

[kapilgohil]

Hi Nick,

Yes, we do. We use ReCharge as our product is subscription based.

Regards

Kapil

[Nick]

Hi @kapilgohil,

Thanks for getting back to me about this. I took a deeper look and saw that ReCharge have their own notification settings within the app. Would you be able to take a second look at the app settings and make sure the order confirmation notification is on for me, please? 

[Joaquin11]

Hi, i'm experiencing the same issues. Just did a test and ran an order through myself and didn't get any confirmation email. None of my apps should be interfering with this.

[Nick]

Hi @Joaquin11,

Has this only happened on your test order to yourself or has it happened on other orders also? The reason I ask is that I've seen it sometimes before if you are trying to send an email from and to the same email address, it might be that Gmail doesn't like it. Let me know! 

[Jtcaristi]

Same issue here.

Order with PF Candle Co and order with Omaze, both through their websites, no email confirmation of the order.

[panenka]

Same here, had a customer today saying they had no confirmation.  

[EveStoreOwner]

Hi 

I would like to know why abandoned cart emails are bouncing back from some customer's email addresses.

I receive these bounce backs in my Spam folder (Gmail) with this explanation:

host securemail-mx3.synaq.com[196.35.198.130] said: 550
    35.226.186.69 is not allowed to send mail from (my store email address)(in reply
    to RCPT TO command)

Thanks

Eve