Why don't custom items appear on customer invoice emails?

Technical Q&A
1

Hi,

Hope someone can help with this one, I have searched the documentation and can’t find the answer . . .

We make a lot of bespoke wedding cakes, everyone is slightly different and priced differently.

At the moment the way I do this is to ‘Create Order’ using the draft orders screen. I use ‘Add Custom Item’ to list each element of the cake and its price. This works really well for us and integrates these custom orders into our order process.

PROBLEM: While this works well for us none of the custom items appear on the customer invoice email that Shopify mails out, this means the customer can’t see that we’ve captured all the details of their cake.

SOLUTION: I know that if I put standard stock items into a draft order they do appear on the invoice, so I would like the custom items to do the same

2

Hey, @andibuyz .

Tira here to help.

Thank you so much for the details, they are really helpful. I understand you are creating draft orders, and have to add custom items for your bespoked wedding cakes. I see that you need to add custom items to the invoice that you send out to your customers.

I just tested this on my store and I can see that when a custom item is added to a draft order, it appears on the invoice.

How did you find out that the custom items weren’t appearing on the invoice? Did a customer reach out to you or did you try sending a test invoice to yourself? Let me know and I can guide you through the next steps.

3

Hi,

Thanks for your reply.

I have realised that I am looking at the email that comes in when a customer has paid for their draft order, on this email all the custom item information has disappeared.

But as you rightly say, the custom item detail is on the invoice that goes to the customer.

Thanks

Andrew

4

Hey Andrew, thanks for clarifying what you are looking at here and for marking my response as a solution.

It sounds like the order notification or order confirmation that is sent out to you/your customers after a draft order is created is not including custom items. Is that right?

If so, I want to let you know that I tried to see if custom items are not appearing on order confirmation/notification emails from my test store, and I was able to see custom items on my email.

Here are the steps I followed:

  1. Login to your Shopify admin
  2. Click on Orders > Drafts > Create order
  3. On the right, find a customer you wish to set the order for, make sure to enter in their email address - for testing purposes only, you can add in your own email address
  4. Click on “Add custom item” and add your custom items
  5. Click on “Mark as Paid” then confirm the payment method received using the dropdown menu, and click on “Create Order”
  6. Check your email for the order notification and order confirmation and the custom items should be there on both emails

Were these the same steps that you took when you noticed your email wasn’t showing custom items? When did this start happening?

Depending on when this happened, you may either need to edit your order notification template to revert them back to default as shown in our help doc here: Edit notification templates - Customize specific email templates or we may need to have you contact our support team through our help centre to dig into this for you.

Chat soon,