Issue with SendOwl App - Link Still Appearing in Confirmation Emails

Payments + Shipping & Fulfilment

Topic summary

A merchant is experiencing a persistent issue where SendOwl download links continue to appear in order confirmation emails despite uninstalling the app from their Shopify store.

Background:

  • Previously used SendOwl app for digital product downloads
  • Manually added download links to confirmation email settings following app instructions
  • Has since uninstalled the app

Current Problem:

  • SendOwl links still display in order confirmation emails
  • Cannot locate the original settings to remove the link
  • Email settings layout appears to have changed since initial configuration

Status: The merchant is seeking guidance to identify where the link is embedded and how to remove it. They have screenshots of the original setup process available if needed. This appears to be an open support request awaiting response from Shopify support or community members.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

Hello, Shopify Support Team,

I am encountering an issue related to the SendOwl app on my Shopify store, and I need assistance to resolve it.

Here’s the situation:

  1. I previously installed and used the SendOwl app to provide download links for digital products.
  2. I entered the link into my confirmation email settings following the instructions at the time, and I have screenshots of what I did.
  3. Since then, I have uninstalled the SendOwl app as I no longer wish to use it.
  4. However, the SendOwl download link is still appearing in my order confirmation emails, even though the app has been removed.

I’ve attempted to locate the settings where I originally entered the link, but the layout appears different now, and I can’t find where to remove it.

Could you help me identify where this link is coming from and guide me on how to remove it from my confirmation emails?

I can provide screenshots of the steps I originally followed to help clarify if needed.

Thank you for your assistance, and please let me know if you require additional details or access to my store.

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