Why aren't my customers receiving their invoices?

Payments + Shipping & Fulfilment

Topic summary

Customers report that draft order invoice emails are not reaching recipients. BCC copies to the sender often arrive, but customers frequently receive nothing; some find emails in spam, others do not. Resending sometimes succeeds after one or two attempts. The issue affects many, including new and some existing customers, and has persisted into 2023, causing lost sales.

Draft order invoices: emails generated from a Shopify draft order that prompt the customer to complete purchase.

Workarounds shared:

  • Copy the “Complete your purchase” button link from the invoice preview and send it directly (verify in a new tab).
  • Share the draft checkout link manually.
  • Ask customers to add the sender address as a contact.

Open questions and support:

  • One user asked if account activation is required; no confirmed answer. A Shopify staff member advised verifying the customer profile includes a valid email and checking spam/junk, then contacting Support via the Help Center.

Outcome: No official resolution provided. Discussion remains open; users rely on workarounds and are encouraged to escalate to Support.

Summarized with AI on December 27. AI used: gpt-5.
13

I am continuing to have this same problem on my site. It has happened numerous time and I’m frustrated to see Shopify hasn’t posted a response.

The link copied from the preview invoice works, but this is a messy work around.

Shopify, please provide us a solution.