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Troubleshooting Tips: My New Order Emails are not Being Received by the Customer!

Troubleshooting New Order Email Not Received

Shift4Shop automatically notifies your customers when their new order is placed. This email contains all of the order information and serves as their order confirmation email.

If the new order email has not been received by the customer, please be sure to try the following troubleshooting steps:

Basic Troubleshooting

If the new order email is not being received by your customer, you should first try to verify that the customer entered the correct email during their order. The order's information will contain all of the valid data that was entered by the customer during their purchase. Use this information to verify that they entered their email address correctly.

You should also try placing a test order using your own email address (Preferably an address different than the Store's email). This will allow you to check if the problem is an isolated problem or if perhaps it's a wider spread issue.

The next series of troubleshooting tips are more involved and should be looked at after you've ruled out the basic troubleshooting steps outlined above.

Advanced Troubleshooting

Enable New Order Notification

Check to make sure your store is set up to actually send an email when a new order comes in. To do this, use these steps:

  1. Log into your Online Store Manager.

  2. Select Settings > General > Store Settings.

  3. Click on the Checkout tab found at the top.

  4. Scroll down on the page until you get to the "Send order alert to email address" section.

  5. Verify that the entered email is valid.

While still in the email options section, also verify that the "Send email for New Status" checkbox is actually checked.

6. Click Save Changes.

Store's Email address

The automated order email functions rely on a valid email address to send from as well. If the email you are using for this purpose is missing or otherwise invalid, the email functionality will not work. To check for this:

  1. Log into your Shift4Shop online Store Manager.

  2. Go to Settings > General > Store Settings.

  3. Click on the Store tab found at the top of the page.

  4. Scroll down on the page to "Email," which is located right after the Store Logo.

  5. Verify that there is an email address specified and that the email is valid for your domain.

6. Click Save Changes.

Email Template Settings

Each email sent from your store has a corresponding template that is designated for it. It's possible that something in the email template settings may have corrupted the automatic email function. To check this:

  1. Log into your Online Store Manager.

  2. Select Settings > Design > Emails.

  3. Look for the "New order-Customer" email template.

  4. Look towards the far right of the Email template listing and click on its Action > Edit button.

  5. Verify the set value for the email type (Text, HTML or Text/HTML).

  6. Next, check that there is information present in the Content section of the corresponding type.

7. Click Save Changes.

Other Email Notifications

If you are experiencing issues with other email notifications on your store (such as Customer Registration emails and other common notifications), you can also test them by using these functions yourself as if you were a customer. This is an easy way to verify if these features are working as intended.

Contact Support

The above troubleshooting tips should help fix the most common issues with store generated emails. However, also remember that Shift4Shop support is here 24/7 to help you as well should you need additional help and troubleshooting advice.