ChatOrder found
It did go through. order.name is placed, total order.total. Confirmation emails sometimes land in spam or promotions, so it is worth a look there. If it is not there either, our team can resend it.
Order confirmation not received template
No confirmation email? Tell them it went through.
Settle the real worry first, whether the order exists, then deal with the missing email.Updated · By Ziyad BasheerShort answer
A missing order confirmation usually means the email went to spam or promotions, or the shopper typed a different address at checkout. Confirm the order exists and give its number, then resend the confirmation to the right address.The templates
Fills in from Shopify, with a fallbackYours to fill in
EmailConfirmation resent
Subject: Your confirmation for order.name
Hi customer.first_name,
Good news, order.name went through, and I have resent the confirmation to this address.
If it does not arrive within a few minutes, look in spam and promotions, and add store email to your contacts so the shipping email reaches your inbox.
Internal noteBefore you reply
Missing confirmation. Order: order.name. Check the email on the order for a typo, correct it in Shopify if needed, and resend the confirmation from the order page. If no order exists, the payment probably did not complete.
When to use
The customer placed an order but never got the confirmation email. Not when they need a formal invoice for their records.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.
Only if
No email arrivedDetected by your confirmation missing topic: “I never got a confirmation”.
Order locatedOrder exists is true: confirm the order number and total.
No order matchedOrder exists is not true: request the checkout email, since payment may not have completed.
Example conversation
Customer
I placed an order an hour ago but never got a confirmation email. Did it work?
Aide
It did. Your order #1085 for the sneakers is placed, total $112.00. Confirmation emails sometimes land in spam or promotions, so it is worth a quick look there. If it is not there either, I can ask our team to resend it.
Customer
Found it in promotions. Thanks.
✓Order found in Shopify · Order #1085
Frequently asked questions
Most often it is sitting in spam or promotions, or the email typed at checkout had a mistake. Less often, the payment did not complete and there is no order.
The store can confirm it from the order number or the checkout email. If there is no order, any line on the card is likely a temporary hold.
Yes. In Shopify a teammate can resend it from the order, after fixing the email address if it was mistyped.
For a verified shopper, yes, with the order number and total. Aide does not resend Shopify emails itself.
Related templates
Order not foundNo order matches the customer yet.Email · Chat · Internal noteInvoice or receipt requestA receipt, or a formal invoice for an order.Email · Chat · Internal notePayment pendingThe order is placed but the payment is not confirmed yet.Email · Chat · Internal noteOrder being preparedThe order is confirmed but has no tracking yet.Email · Chat · Internal note
Send this with the order filled in
Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.