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:
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.
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:
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.
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:
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:
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.
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
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.