Knowledgebase: Email

Troubleshooting Tips: My New Order emails are not being received by the Customer!


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 along 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

This is the email used for the New Order notification to the Merchant.

It can be the same as the email found in the Settings >General >Merchant Information section. You can also specify multiple email addresses if they are separated by a comma with no spaces between email addresses.

When checking this setting, be sure all email addresses are valid.

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

  1. 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 along 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

As mentioned, this is the email that is used as the "From" field in all of your store's emails going to the customer. Without this email specified correctly, outgoing emails will fail. If the email is blank, please type your email address.  Also, please be sure that the email used in this field pertains to your domain name with Shift4Shop.  External email addresses to services like Gmail and Hotmail should not be used.

  1. 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 corresponding type

For example, if the email is set to Text, the Text Content of the email should not be blank.

Also, verify that the "FROM" field is either blank (so it defaults to the store's email address) or otherwise has a valid email address. If you enter text or an invalid email address in this field then the outgoing email will fail outright.

  1. 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.

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