Why am I not receiving order email confirmations?

emfboutik
Visitor
1 0 0

Hello,

 

We are experiencing some issues with our order email confirmations. When a customer places an order on the website, we are not receiving the order confirmation on our registered email ID. However, if we check from the admin portal, all orders are showing but they don't reflect on our email. In addition, there is 1 order which didn't generate an email whatsoever, nothing is showing on the admin portal.

 

We need an email confirmation for printing the order and knowing that there is an order received. 

 

How do we resolve this issue? Is there any email where we can send this query?? 

 

Regards

Replies 5 (5)

Summer
Shopify Staff
1323 318 226

Hey, @emfboutik! Welcome to Shopify Community!

 

Order confirmation emails are designed to be sent to customers, so that would likely be the reason why you're not receiving them. To get notified whenever an order is placed in your store, you can set up staff order notifications. If you haven't done this yet, feel free to follow the steps below to do so.

  1. In your Shopify admin, go to Settings > Notifications.
  2. Scroll down to the Staff order notifications section.
  3. Click Add recipient.
  4. Set a notification method.
    • You can select an existing staff member or you can select to manually enter an email address.
    • Select a location or all locations.
    • If you selected Email address as the notification method, enter the email address.
  5. Click Add an order notification.

If you wish to customize the order notification email, you can do so in the Settings > Notifications > Staff order notifications area as well. Simply click the New order template. We have a guide on how to customize it on this page.

 

If you have already set up the staff order notifications and you're not receiving emails, we'll need to access your account to troubleshoot the issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

 

Great idea printing out a physical copy of the orders for your reference. You may want to look into using the packing slip as a confirmation or guide in packing orders instead. It may be a more suitable document to print out as it only outlines the most important information for confirming an order. You can access the packing slip by following the steps on this page.

Summer | Social Care @ Shopify 
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Destello
Visitor
2 0 1

Hi @Summer 

Even we are facing the same issue, we have made the changes by reading your solution, but still we are not getting any notification  

Summer
Shopify Staff
1323 318 226

Hey, @Destello! Welcome to Shopify Community!

 

As per my previous reply, please proceed to create a support ticket if you're not receiving staff order confirmations so we can access your account and investigate the issue. You may visit https://bit.ly/3cJkx8V and log in to your account to create a support ticket. Our support team will then assist you further.

 

Should you have any other questions or concerns, don't hesitate to create a new post!

Summer | 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

Destello
Visitor
2 0 1

Sure will do that, Thank you

gintegro
Visitor
1 0 0

We are experiencing the same problem. The steps that @Summer proposed have already been in place. There is definitely something going on with order email confirmations not being sent.

 

Regards