We have recently had a lot of cases where the confirmation emails not getting to the customers. It doesn’t end up in the spam folder either. Any ideas? Thanks
Hi @Propface ,
Thanks for reaching out about this! Your store’s customer email notifications are supported by all major email clients so when you say that you’ve recently had “a lot of cases” I would like to get a sense of how many that would be.
Can you tell me whether the customers all share the same email or internet provider? Whether they’re from the same country or different countries? What is your own payment provider is and whether the orders are definitely being processed?
The more information you can provide me with, the better. This is because I’m looking to see if I can recognize a pattern to the problem.
Hi there
Our clients are from all over the world.
We have an average of 4-6 sales per day and at least one per day doesn’t get their notifications. Neither for order confirmation or shipping confirmation.
Never use to be like this. Its been happening for the last two weeks or so
I see. That’s very useful context, thank you. Did you make any edits to your notifications recently? Did you recently add a new app to your store?
The reason I’m asking these questions is that this is not a known platform issue, meaning it seems to be specific to your own store. So I’d like to know what other factors might be impacting the normal functioning of your notifications, and the fact that this only started in the past two weeks is quite significant.