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Troubleshooting Email Delivery

troubleshooting email delivery

The order is “Pending” & not “Paid”

Check if the order has been paid. If the order status is pending, the email will not be sent.

order pending

Ensure the below setting is disabled

If the “Disable all order download emails” is enabled, it will stop sending all download emails to customers.

Make sure that this setting is left unchecked (disabled) so that the emails will be sent to your customers. This setting is disabled by default. It will only be enabled if someone manually processes it.

additional settings

Ensure you are capturing emails on orders

Shopify allows customers to checkout with their phone number or email. You can change these settings by:

  1. Going to your Shopify dashboard
  2. Go to “Settings
  3. Go to “Checkout settings
  4. Scroll down to the “Customer contact method” section
  5. Ensure you are capturing emails on orders.

Download emails cannot be sent to phone numbers.

Customer contact method

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