Why are customers receiving old order invoices from my business?

20 2 1

Some of my old customers are receiving order invoices from years ago and from an email address i do not use anymore and they are leaving me 1 star trustpilot reviews.


example 1,

Repeating an order without an order

I’ve bought a few things from the company. Yesterday I received an email telling me I’d placed an order, which I hadn’t. It appears to be a copy of those past orders. An email to them bounces back with the message “
Your message wasn't delivered because the address couldn't be found, or is unable to receive mail.” Since today is a Sunday they can’t be reached. Worrying.

Date of experience: 10 March 2024

Reply 1 (1)

Shopify Staff
2968 460 609

Hi @Paul_Stevenson1 


Thank you for reaching out about this. I have not seen multiple reports of this being an problem at this time, so I am not sure what caused this to happen. 


I recommend connecting with your affected customers and asking them to forward the email to you, with headers attached, and then reaching out to our authenticated support team so we can check and see if those emails were sent out by our system or from a third party. 


There is a chance these emails are "spoof" emails made to look like they come from your store in an attempt to trick customers into collecting their personal information.

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog