UpOrder controls the design and content of your published Shopify notification templates, but Shopify is the system that triggers and sends the customer notification emails.
If a customer says they did not receive an email, use the checklist below to narrow down whether the issue is the notification trigger, the customer's inbox, or your sender email authentication.
1. Confirm the notification should have been sent
Shopify notifications are sent when the matching Shopify event happens. For example, an order confirmation is sent when a customer places an order, and a shipping confirmation is sent when an order is fulfilled.
Some notifications can also be skipped during the action that triggers them. For example, when canceling, refunding, fulfilling, or updating tracking on an order, Shopify may show an option to send or not send the customer notification.
You can read more here: When and how are Shopify notification emails triggered and sent to customers?
2. Check the customer's inbox
Ask the customer to check their spam, junk, promotions, or other filtered inbox folders. If only one customer is affected, it can also help to confirm that the email address on the Shopify order is correct and to try an alternate email address from a different email provider.
3. Check your Shopify sender email setup
If multiple customers are not receiving emails, or your emails are landing in spam, review your Shopify sender email authentication.
In Shopify, go to Settings > Notifications and review the Sender email section. Shopify's current guidance is to authenticate your sender domain using the records shown in your Shopify admin. For third-party domains, Shopify commonly provides CNAME records that connect your domain to Shopify's SPF and DKIM authentication, and you may also need a DMARC record.
Do not copy old SPF-only DNS values from older guides. Follow the exact records displayed in your Shopify admin or in Shopify's current documentation: Setting up your email.
4. Avoid sender addresses that are likely to be rejected
Shopify recommends avoiding sender email addresses that use wording like no-reply, do-not-reply, or noreply, because some email hosts reject those addresses.
5. Allow time for DNS changes
If you update DNS records for your sender domain, the changes can take up to 48 hours to finish applying. If Shopify still cannot verify the domain after that, compare the DNS records in your domain provider against the records shown in Shopify.
When to contact support
If the email content looks wrong, the wrong template appears to be live, or you are unsure whether your UpOrder template was published to Shopify, contact UpOrder support and include the notification type, an example order number, and the affected customer email address.
If Shopify shows that the notification was sent but the customer still did not receive it, Shopify support or your domain provider may need to help review sender authentication, DNS, or bounce-related issues.
Please reach out to [email protected] or through the in-app chat if you have any questions.