Quick answer
Check whether the notification event occurred, which address was used, and whether Shopify recorded the message. Sending another email is useful only after those facts are clear.
Applies to
For the owner or authorized staff of the selected Shopify store, with the permissions needed for this task. Shopify hosts the store separately from a cPanel hosting account. Features and workflows depend on the current Shopify plan, theme and apps.
Before you begin
Identify the order, expected message, customer email address, and approximate time. Distinguish a transactional notification from a marketing campaign or a staff alert.
What to do
- Open the order and review its Timeline for the relevant notification and the event that should trigger it. A shipping email depends on the fulfillment action and notification choice.
- Confirm the customer contact details and ask the customer to check junk mail or filtering. Correct an address only after verifying the intended recipient.
- Review the applicable customer notification in Settings > Notifications. Preserve custom template text before changing it, and preview the rendered message.
- If appropriate, use the order's resend action once. Review sender-domain authentication separately when multiple customers report delivery problems.
Check the result
Use a message to an inbox you control to confirm sender, subject, links, and rendering. A Timeline entry is not a guarantee that the recipient's mailbox displayed the message.
If the problem continues
Give support the order reference, message type, time, and non-sensitive delivery error. Keep customer addresses out of public screenshots. Do not change MX records or disable sender authentication to fix one missing email.
Related help
- Authenticate the sender email used by Shopify notifications
- Collect useful evidence when an email message is missing
- Read Shopify order statuses before shipping, refunding, or closing an order
Official Shopify references
Reviewed October 31, 2026. This is an original merchant support guide based on the official references above. Shopify interfaces, rollout availability, permissions, and plan features can change.
