Solved

Shopify emails are not getting delivered

Chrissmk
Tourist
3 0 1

I’ve noticed that despite enabling the option to send emails, our customers don’t seem to be receiving shipping confirmation or order delivered emails. I tested it myself and found that I didn’t receive any of these emails despite my order being delivered successfully.

could someone help me understand why this is happening and if there’s a way to fix this.

Accepted Solution (1)
Imogen
Shopify Staff
1672 194 288

This is an accepted solution.

Hey there, @CoolJay! No worries about the late reply - sometimes live gets busy and we miss things! It happens to all of us (literally to me earlier in this thread) so I'm just happy that you got back to us at all!

 

I appreciate you linking that previous thread there. From there, I did some digging into some additional resources and I can confirm that the notifications for 'out for delivery' and 'delivered' will not send automatically unless they're fed tracking info from UPS, USPS, FedEx, or Canada Post. There is a chance that this is what was limiting the delivery of the notifications our OP mentioned, too, but we won't know for sure unless we hear from them regarding the carrier they're using for those orders. I wouldn't be surprised if this were the case, however.

 

Referencing one of the replies in that thread, a 3rd-party application could assist with automating the sending of tracking numbers from different carriers, depending on your location. PlugInHive does have their application, but there are others to consider, too. I did find one called '17Track Order Tracking' that looks to have some pretty great reviews. 

 

Feedback regarding product limitations like this is always appreciated. If you like, I can pass feedback long to our Product Team regarding having more options available for automatic sending, so they can see that there is desire for such a thing!

 

I haven't met many folks shipping within Malaysia! Most of my experience has been working with folks within the Eastern United States, so I always enjoy chatting with folks from different regions to learn more about their processes. What type of business do you operate? What sort of products are you dealing in? I'd love to take a look at your store to see what you've created so far!

 

Feel free to follow up with me here if you have any additional questions, comments, or if you'd like me to submit some feedback to the team around this feature!

Imogen | 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

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Replies 11 (11)

Imogen
Shopify Staff
1672 194 288

Hi there, @Chrissmk!

 

Thanks for reaching out to the Shopify Community today with your email situation! I've seen things like this happened in the past so I'm sure I'll be able to direct you on some next step. 

 

First, order confirmations shoudl absolutely be landing in your customer's inboxes once they've placed an order. Sometimes, these emails land in junk or spam folders, or even in the 'promotions' folder in Gmail accounts. Since you mentioned that you tested this yourself, can you check to see if the order confirmation landed in your spam or junk folders for your email? 

 

Also, can you share with me what email host these order confirmations should have gone to? If the emails are from  Google (so gmail.com accounts), sometimes the background filter for these inboxes prevent Shopify emails from getting to the inbox.

 

As an additional test here, so see if the issue is related to the email service provider, can you make a brand new email account with a different service (like outlook.com) and try to receive an order confirmation again? When I usually do this test with folks, the order confirmation email does land in the inbox for the outlook account. So I'd like to test that with you here. 

 

I'll keep my eyes peeled for your reply so we can continue investigating this together. 

Imogen | Social Care @ Shopify 
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Chrissmk
Tourist
3 0 1

This was in regards to 'shipping confirmation' and 'order delivered' emails, not for 'order confirmation emails'.

Imogen
Shopify Staff
1672 194 288

Hi again, @Chrissmk!

 

Apologies for my misunderstanding on the emails being sent. The email delivery system for your 'Shipping Confirmation' and 'Ordered Delivered' emails is the same as the 'Order Confirmation' emails, so the information in my original reply is still relevant here. 

 

Considering that it would likely be a pain to do another order, and test receiving these emails using a non-gmail email address, can you instead provide me with the following information:

 

  • Check your junk/spam/promotions folders of your inbox for these particular emails
  • What was the suffix of the email addresses that should have received these emails? Was it gmail.com, or was it something different like outlook.com?
  • Just for a point of curiousty, did you receive the 'order confirmation' email during your test? If you received that email, and not the others, points to a potential delivery error.

I'll keep my eyes peeled for the requested information. If you'd rather, you can reach out to our live support team at this link (https://bit.ly/3c5icUc) and share this emailing issue with them. They can authenticate your account, and take a deep dive into the emails and the delivery of them for you, so they can cross off some potential causes from the list, or determine what the cause is. 

Imogen | 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

Chrissmk
Tourist
3 0 1

No worries,

As per your request:

  • I have checked all the folders including spam and promotional folders, but couldn't find any emails related to the order.
  • The suffix of the email address that should have received the emails is 'gmail.com'.
  • I did receive an 'order confirmation' email but did not receive 'order shipment' or 'order delivered' email.
CoolJay
Shopify Partner
24 0 1

Any update on this? We are using a local delivery courier ( NinjaVan ) .. not Fedex, Canada Post, DHL Express, UPS, or USPS.

Imogen
Shopify Staff
1672 194 288

Hi there, @Chrissmk and @CoolJay. My apologies for such a delayed reply on this thread here. It's been quite some time, so I hope everyone is doing well! 

 

@Chrissmk - I appreciate you following up with me and providing all of that information. Based on what you've shared, and know that the email delivery system for all of those emails is the same, although only some of them are being delivered, makes me suspect that this is indeed a gmail filtering issue. However, there is always a chance the system could be experiencing a hiccup. I recommend that you reach out to our Live Support Team using this link so they can check into the delivery system for you, and run some tests with you in real-time to determine a potential cause. 

 

@CoolJay - I appreciate you joining in on the thread here. Have you had a chance to refer to any of the information that I shared above? If possible, I'd love to know what troubleshoting steps you've done since noticing that this was occurring, as well as what testing you have done yourself. A good test to try is sending test emails to a gmail and an outlook account, to see if there are any differences in delivery. 

 

I'll keep my eyes peeled for your reply! 

Imogen | 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

CoolJay
Shopify Partner
24 0 1

Hello @Imogen !

Sorry for the late reply! I was looking at this Shopify discussion  that it says, The "Order out for delivery" and "Shipment delivered" notifications will only be sent out when you fulfill orders that have tracking information from USPS, UPS, FedEx, and Canada Post.  Can you confirm this? We're shipping to Asia region ( Malaysia specifically and do not receive the  "Order out for delivery" and "Shipment delivered" ) We're not using USPS, UPS, FedEx, and Canada Post courier.

Imogen
Shopify Staff
1672 194 288

This is an accepted solution.

Hey there, @CoolJay! No worries about the late reply - sometimes live gets busy and we miss things! It happens to all of us (literally to me earlier in this thread) so I'm just happy that you got back to us at all!

 

I appreciate you linking that previous thread there. From there, I did some digging into some additional resources and I can confirm that the notifications for 'out for delivery' and 'delivered' will not send automatically unless they're fed tracking info from UPS, USPS, FedEx, or Canada Post. There is a chance that this is what was limiting the delivery of the notifications our OP mentioned, too, but we won't know for sure unless we hear from them regarding the carrier they're using for those orders. I wouldn't be surprised if this were the case, however.

 

Referencing one of the replies in that thread, a 3rd-party application could assist with automating the sending of tracking numbers from different carriers, depending on your location. PlugInHive does have their application, but there are others to consider, too. I did find one called '17Track Order Tracking' that looks to have some pretty great reviews. 

 

Feedback regarding product limitations like this is always appreciated. If you like, I can pass feedback long to our Product Team regarding having more options available for automatic sending, so they can see that there is desire for such a thing!

 

I haven't met many folks shipping within Malaysia! Most of my experience has been working with folks within the Eastern United States, so I always enjoy chatting with folks from different regions to learn more about their processes. What type of business do you operate? What sort of products are you dealing in? I'd love to take a look at your store to see what you've created so far!

 

Feel free to follow up with me here if you have any additional questions, comments, or if you'd like me to submit some feedback to the team around this feature!

Imogen | 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

IGIT
Shopify Partner
44 0 7

Two years on and this still appears to be an issue. Tracking and delivered notifications work with the US carriers, not in Europe nor the UK

vortifytech1
Shopify Partner
1 0 0

Hello there@Imogen !

I need help from you that i have a store, and there is a contact form. I am facing an issue that the form is submitting successfully but i am not receiving any contact form information submitted from customers. My theme is Dawn. So help me out why i am not receiving information. 

Store link: https://fairskrotpris.dk/pages/contact


amorlett
Shopify Partner
186 12 31

Shopify is terrible to use for emails any 3rd party service is 1000% better!