Customer did not receive Shopify order confirmation and the refund.

Customer did not receive Shopify order confirmation and the refund.

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Not only did customer not receive the order confirmation, when a refund was made, the customer did not receive the money.

Replies 2 (2)

Shopify Partner
5636 1031 1359

Hello @shijielau 

If a customer did not receive the order confirmation email and did not receive a refund for their order, there are a few potential issues that could be causing these problems. Here are some steps you can take to address these issues:

  1. Check the email configuration: Verify that your email configuration is correctly set up in your Shopify admin. Go to "Settings" > "Notifications" and review the settings for order confirmation emails. Make sure the correct email address is entered, and the email templates are properly configured.

  2. Check spam or junk folders: Ask the customer to check their spam or junk folder in their email client. Sometimes, automated emails can end up in these folders, so it's essential to ensure the email hasn't been marked as spam.

  3. Resend the order confirmation email: From your Shopify admin, go to the specific order that the customer did not receive the confirmation for. Click on "Resend email" to send the order confirmation email again to the customer.

  4. Verify the refund process: If a refund was initiated, make sure that the refund process was completed correctly. Check the order in your Shopify admin and confirm that the refund was successfully processed. It may take some time for the refund to reflect in the customer's account, depending on the payment method used.

  5. Communicate with the customer: Reach out to the customer directly and apologize for any inconvenience caused. Confirm their email address and ask them to check their spam folder. If the refund was not received, reassure them that you will investigate and resolve the issue promptly.

  6. Contact Shopify support: If the issue persists or you need further assistance, contact Shopify support. They can provide guidance and help troubleshoot any technical issues related to order confirmation emails and refunds.

By following these steps, you can address the problem of customers not receiving order confirmation emails and not receiving refunds for their orders.

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Shopify Staff
2274 154 262

Hi, @shijielau.


Welcome to the Shopify Community.


I understand that your customer did not receive the order confirmation email or a refund. Rest assured, I'll be able to point you in the right direction to receive assistance.


In order to investigate the refund and why order confirmation emails aren't being sent to customers requires our internal team to have access to your account. I encourage you to create a support request via the Shopify Help Center so we can advise accordingly. Through our community forum, we do not have the authentication tooling to investigate the issue. When accessing the help center please log into your account, select a support topic and on the following page our contact options will be displayed.


If you have any further questions, feel free to share them here.

Victoria | Shopify 
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