Is there a place to find emails that weren't delivered?

Retail & Point of Sale

Topic summary

Multiple merchants report that order confirmation emails are failing to send to certain customers, despite those same email addresses successfully receiving marketing emails via MailChimp. The issue appears selective—affecting only some customers rather than all.

Key Details:

  • Order timelines show emails weren’t sent with error message “email address does not exist”
  • Affected email addresses are valid and unchanged (e.g., @cox.net domains)
  • Problem has persisted over several months
  • Marketing emails to identical addresses deliver successfully

Official Response:
Shopify support confirmed there’s no built-in feature to view all failed order confirmation emails. They recommend:

  • Checking individual order timelines for email activity
  • Manually resending emails when needed
  • Contacting authenticated support for case-specific investigation

Community Perspective:
One user characterizes this as a “well-documented bug” and theorizes Shopify may have deliverability issues with bandwidth provider domains, criticizing how the platform handles these failures.

Status: Unresolved—requires individual merchant contact with support for investigation.

Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

One of our customers stopped getting order confirmations.

They used to get order confirmations from us, but this stopped over the last several months.

We’ve had several customers mention this, but assumed it was a spam issue. However on this one, when looking at the order history, it shows the email was not sent because the “email address does not exist”.

Their email address did not change: xxxxx@cox.net

They DO receive all of our marketing emails at the same email address from MailChimp.

  1. Is there a place in Shopify we can see all of the order confirmation emails that didn’t send?

  2. Any thoughts on why this one is a problem?

Thanks for any help anyone can provide.

2

Same issue

3

We’re having exactly the same issue, and it only seems to happen for some customers, not all.

4

Hi, all!

Thank you for reaching out and posting to the thread.

To address the first question, Shopify does not provide a specific feature or location within the admin that directly displays all order confirmation emails that failed to send. However, you can check the order timeline for email activity and resend emails if needed. You can find more information on resending order confirmation emails in our Help Center Resource.

Customers might not receive order confirmation emails due to a few reasons like incorrect email addresses, emails landing in spam folders, or email server issues. Ensure your email settings are correct and advise customers to check their spam folders.

In regard to your second question, as well as the other users affected in the thread, I recommend contacting our authenticated Support via the Shopify Help Center. Our team will be able to take a more detailed look into why order confirmation emails are not sending to all/specific customers.

5

This is not really helpful.

What we have here is a well-documented bug, which you have failed to address.

Also, this doesn’t happen, because Shopify is convinced that a completely valid address is invalid: "

  1. In the Timeline section, click Resend email under the email that you want to send again."

My theory is that Shopify, like many platforms, is having deliverability issues to addresses of bandwidth providers. However, their manner of handling these failures is terrible.