My customer didn't receive their order confirmation, what should I do?
If you don't think that your customer has received emails that they should be then please check for one of the following errors:
1. Could the email have gone into the receiver's spam/junk box?
It's more than likely that the emails was sent to the customer but that it went into their spam/junk box. Ask your customer to check the spam/junk box to see if the email is there.
2. Have you set up the email?
An email won't be sent if it hasn't been configured (and so there is no email content to send) so you'll need to check that there is content for the email set in the management system. The email will have been set automatically by our system but its wise to check.
Click 'settings' from the left hand menu and then 'website emails' and then 'website emails'. Click on the order notification email and check there is content in there.
If there isn't content then you'll need to put some in. You may want to contact us and we'll add in our default code for you.
3. Have you set an email sender?
For every email that's sent from your website, you can set an email sender in your account (the email address that sends the email). These are set automatically by our system but its wise to check. Click 'settings' from the left hand menu and then 'website emails' and then 'email notifications'. Click the email and make sure there is an email address in the 'email sender' field.
If you've checked the above and you still can't find the problem then please contact us. Please provide the email address of the recipient and the date/time that they should have received the email and we'll check our system to see if it was sent.