My name is Ren from the Shopify support team, hoping I can help out here. Are you referring to the password for your customer to login to their account? A few things might be happening here. It's possible that the customer is checking the wrong email so try and confirm with them which email they signed up with. It may also be going into their email spam folder. Just to be sure you have the right steps, here's how to reset manually:
1. From your Shopify admin, go to Customers.
2. Click the name of the customer you want to edit.
3. Click Reset password on the customer's information page:
4. Click Reset password again in the confirmation dialog:
Let me know how that goes!
Ren | Social team @ Shopify
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|an hour ago|