Why aren't my customers receiving their invoices?

[Angelamcd]

I have several customers not received their invoices... help!

[jayruz]

Hi there, is this in relation to Draft Order Invoices? 

[Angelamcd]

Yes! I create an order as a draft and email invoice. Customers are not receiving the invoice. Thanks for any help!

[Ashlee92]

I’m also having this issue. It’s not in any of her email folders. This is the second customer I’ve had this happen to. 

[SaraSteapedSlow]

I'm having the same issue. Has a solution been found? I'm also not receiving the "BCC" email invoice. 

[SaraSteapedSlow]

Ok I found my copy in my spam folder. My customer says she can't find hers in her spam folder. (How do I prevent these emails from going to spam?)

[ssbbq]

I had this problem today and a few times in the past. Any resolutions? Its not in spam, but when it does go to spam, how do we prevent that?

[Christopher_Gon]

I have this issue as well and I did a BCC to my email and I did get it but my customer didn't receive anything. On the other hand, I was successful only once with a different customer. Shopify is there any resolution to this yet? 

[EnquiringMind]

Same here.  I’ll even BCC myself I will get it but the customer will not and it’s not in their spam either.  

It’s been happening more often and I’m losing business because of it.  Please help. 

Usually If I resend it then it will get to the customer. One time it took resending twice. 

[ssbbq]

I've found a workaround. When you are creating the invoice and about to send it, you are shown a preview of the email. Scroll down into the email to the big red button thatnsay COMPLETE YOUR PURCHASE, and right click on it. There you can copy the link and send that to your customer. I like to verify the link in a new tab first. Hope that helps.

[Fen94]

The solution ssbbq mentions works for me as well, thank you very much ssbbq.

[Ladyd102]

I’m having the same issues. I called but the rep was clueless also. I thought it was only me and I thought I was doing something wrong.  Some customers don’t get it. Some do. I hope that they fix the problem because the way the invoices ate set up is really nice and professional. 

[Adam_Johnson]

I am continuing to have this same problem on my site. It has happened numerous time and I'm frustrated to see Shopify hasn't posted a response. 

The link copied from the preview invoice works, but this is a messy work around.

Shopify, please provide us a solution. 

[amanda549]

Still having this issue in 2023! 

Shopify, why haven't you addressed this yet?

[Cbordinate]

I’m dealing with this exact issue right now.  So frustrating! 

[GeekyLori]

This is still a problem!

Every New Customer does not receive their draft order invoice and some existing customers. 
A workaround I found is to have customers create a contact and have the email address that the invoices come “from” inside the email box in thr contact. 

This is a pain and is unprofessional as heck but I haven’t been able to Shopify to provide a fix yet. 

[Ramona]

This is still an issue and it's more noticeable now that our business is growing! I now have to manually invoice the outstanding unpaid invoices to customers using the share link to the draft for them to get it.

[thinaircustomsc]

This is still an issue - SHOPIFY I AM LOSING BUSINESS BECAUSE OF THIS. I am about ready to jump ship and go to square. at least i know my invoices will be delivered. 

[RootdInLanguage]

I am having the same problem. Does anyone know if the reason is that the customer account needs to be activated before they'll receive the invoice? Any other reason or fix besides just sending a link to the checkout URL for the invoice?

[Imogen]

Hi there, @RootdInLanguage. Thanks for taking the time to follow up on this thread! If your customers are not receiving their emailed invoices coming from a draft order, double-check to make sure that the customer associated with the draft order has an email address included in their information. It's also wise to advise them to check their junk/spam inboxes for any emails coming from you. If they have such information attached to the customer profile you've linked to the draft order, and they're still not receiving the invoice, reach out to our Support Team via our Help Center so we can investigate. Thanks!

[RootdInLanguage]

Thank you for the reply. They all have valid email addresses associated with their customer account. And I have advised to check promotions and spam folders. Still they are not receiving the invoices.