Test transaction didn't trigger my confirmation email nor tracking message

[gwenlee]

I just simulated my test transactions but after order has been placed, I haven't received any confirmation email.

Is there any way I can make sure to receive confirmation email?

Also when I placed an order, I put down phone number to test SMS, is there any way to receive this?

Thank you for your help.

[Victoria]

Hi, @gwenlee!

I appreciate you reaching out in the Community and sharing your question!

To gather a bit of context here, is the issue of not receiving order confirmation emails happening for customers too? If this is just occurring for your test transactions when entering your own details, you may need to adjust a few settings within your Notifications section. To ensure these new order confirmation emails and notifications are pushed through, I'll share the steps below for better visibility.

Steps:

• Within your Shopify admin, head to Settings > Notifications
• Scroll down to the Staff order notifications section
• Click the trash icon to delete any recipients that are not receiving notifications as expected. (You may need to scroll right to make the changes to remove or disable staff notifications)
• Click the Add Recipient button and re-add the same email address
• Then hit Save to complete the changes.
• Also ensure that under Location it is set to All instead of Web.

In regards to not receiving the test SMS, I recommend reviewing our help resource on SMS Notifications to ensure you're following the steps to receive this notification. 

If after trying the above steps to receive order notifications via email and SMS are not successful, feel free to reply directly to this thread so I can take a closer look!

[gwenlee]

Thank you for your reply Victoria.

I think I made you misunderstand what I was looking for - I would like to receive a copy of a confirmation email that send out to customers, not for a staff members. I noticed that SMS confirmation works once I go to the order and confirm the fulfillment - then I would receive a text message.

Although for a curiosity, I did try to send a test email per instruction but I had no luck to receive this test email?

[Victoria · Accepted solution]

Thank you for clarifying, @gwenlee.

At this time, receiving a copy of confirmation emails sent out to your customers is not possible. I'll be sure to submit your feedback to our development team to look into implementing this feature in the future. You can keep an eye out on our updates through our Shopify Changelog. 

In the meantime, you can look into email and order notification apps like: Klaviyo Email Marketing SMS and Smart Order Notifications.  If you require further assistance with implementing the apps mentioned you can use the Support > Get Support option located on the app page.

If after following the above steps you're still not able to receive a test email, I recommend reaching out to our Live Support via chat, email, or scheduling a callback for phone support. Our support team can take a closer look within your Notifications section to ensure it is setup correctly.

[AlaskaGlacial]

I am not getting test emails either when I use the Settings/Notifications/Shipping Confirmation/Preview/Send test email either.

[Victoria]

Hi, @AlaskaGlacial.

Thank you for joining in on the thread!

Could you confirm that you've gone through the steps listed above and are still unable to receive Shopify emails or notifications? Could you also check your spam or junk folder incase the emails have been sent there?  

[AlaskaGlacial]

Now that I’m reading the subject again I don’t think my problem is the same. I’m not getting the ”send test email” when I’m in Settings/Notifications/Shipping Confirmation/Preview/Send Test Email/Email Sent Successfully

I’m not getting these emails.

[Victoria]

Thanks for letting us know, @AlaskaGlacial.

This may require our team to take a look at your Notifications section and try to send a test email. Could you head over to the Shopify Help Center to create a support request? You'll need to follow the prompts in the help center to view our available support options.