Confirmation emails not being sent (I Need Help)

Shopify Discussion

Topic summary

Store owners are experiencing issues with Shopify not sending confirmation emails to customers after purchase, leading to refunds and customer complaints.

Initial troubleshooting suggestions include:

  • Verifying that “Order Confirmation” email is enabled in Shopify notification settings
  • Testing email deliverability by sending test orders
  • Checking collaborator access to investigate the issue directly

Related issues reported:

  • Order dispatch/shipment emails failing to send while confirmation emails work normally
  • Majority of shipment update emails not being delivered

Resolution found:
One user identified the problem as a communication breakdown between their shipping app and Shopify. They resolved it by creating Shopify Flows to capture the data and trigger emails, which is now working successfully.

The thread remains partially open, as the original poster hasn’t confirmed whether their issue was resolved.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

I’m getting a decent amount of customers complaining that they did not receive a confirmation email after purchasing their order.

This is causing me a decent amount of refunds and is getting extremely annoying. Anyone know how to fix this issue?

2

Hi @KaiDotstry , Welcome to the Shopify Community!

To address customers not receiving confirmation emails after purchasing orders:

  1. Check your email notification settings in Shopify to ensure the “Order Confirmation” email is enabled and set up correctly.

  2. Verify email deliverability and test sending orders to yourself or colleagues to confirm receipt.

    If you need further assistance or have any questions, don’t hesitate to ask!

3

Hi @KaiDotstry ,

Can you share your collaborator access code in our DM so we can look into this Issue .

4

Did you ever get to the bottom of this? I am having the same problem. Order despatched emails are no longing sending from my site. Strangely, the order confirmation emails are sending as normal.

1 Like
5

were you able to figure out this issue? my confirmation emails are sending, but the majority of shipment update emails are not

1 Like
6

In my case it was a problem with the communication between my shipping app and shopify. We wrote some shopify flows to pick up the data and send the emails and it is working well now.