Have you ever had a customer panic because they didn’t receive their order confirmation email? Resending crucial emails about orders is key to a smooth customer experience, but Shopify’s interface can be a bit tricky to navigate.
This quick guide will show you exactly how to resend any order-related email with ease, which can later help avoid frantic customer inquiries and ensure your customers stay informed.
How to Resend an Email About an Order to a Customer on Shopify
Step 1: Locate the Order
In your Shopify admin, go to Orders.
Use the search bar or filters to find the specific order.
Click the order number to view its details.
Step 2: Find the Email in the Timeline
Scroll down to the Timeline section on the order page.
Locate the email you want to resend (e.g., "Order confirmation," "Shipping confirmation").
Step 3: Resend the Email
Click the View email link under the desired email. A pop-up will appear, asking you to confirm.
Click Send or Resend email to send it again.
Notes:
You can only resend emails that have already been sent for that order.
If the original email failed to send (e.g., due to an incorrect email address), you'll need to correct the email address in the customer's details first.
Consider adding a brief note to the resent email explaining why it's being sent again.
Troubleshooting options
Here are some of the most common issues and possible solutions when you encounter different cases about Resending Order Emails on Shopify:
“Resend email” button is not visible or grayed out:
Check email status: Make sure the email you want to resend was actually sent in the first place. If it failed to be sent initially, you'll need to correct the issue (e.g., incorrect customer email address) before resending it.
Theme limitations: Some themes might not display the "Resend email" option in the Timeline. In such cases, try using the "Send test email" function from the Order > Edit Order page to send the specific email to yourself and then forward it to the customer.
The customer still doesn’t receive the email:
Confirm email address: Double-check the email address on the customer's profile and in the order details to ensure it's correct.
Check spam folder: Ask the customer to check their spam or junk mail folder, as the email might have been filtered there.
Email deliverability issues: If you're experiencing frequent email delivery issues, consider using a third-party email marketing app or consulting with Shopify support to identify any potential problems with your email settings or domain reputation.
Issues with specific email templates:
Broken links or formatting errors: Preview the email before resending to ensure it looks as intended and all links are working correctly.
Outdated information: Update any outdated information in the email template, such as shipping addresses or product details, before resending it to avoid confusion.
FAQs
Yes, Shopify allows you to edit the email content before resending it. This is helpful for adding personalized notes or clarifying any specific details related to the order.
The resent email will typically include the original order date to maintain consistency and accuracy. However, you can manually add a note in the email body mentioning the date of resending if necessary.
You can resend fulfillment-specific emails like shipping confirmations or tracking updates directly from the fulfillment details page within the order.
There is no specific limit, but it's important to use this feature judiciously and avoid overwhelming customers with excessive notifications.
Yes, Shopify allows you to set up automated email flows for various triggers, including abandoned carts. You can customize the email content and timing to encourage customers to complete their purchases.
In conclusion
Resending order emails in Shopify is a simple yet crucial step in maintaining clear communication and providing excellent support to your customers. Have you ever had to resend an order email? Share your experiences or any additional tips you might have in the comments below!
