customers complain not receiving order emails

[jasyn]

so i've been receiving complaints from customers that they never received order confirmation emails. it's only a few of them, so i don't know what the issue may be. what can i look into?

[NodsDorf]

so i've been receiving complaints from customers that they never received order confirmation emails. it's only a few of them, so i don't know what the issue may be. what can i look into?

 

 

There are 2 reasons this happens that I know of.

First your emails are being filtered by the specific mail server as spam, or bulk. Check those who are reporting this problem to see if they have a common mail host, like hotmail, live, google, msn, yahoo, etc. If so visit them and see what you need to do to register your mail with them as not spam. Or conversely you can tell the customers during registration this may happen and to be sure and check their spam or bulk folders and mark your email as safe / not spam.

 

The second reason would be the customer types their email in wrong during registration. I have seen some customer type [email protected] (1 to many o's in google), [email protected] (forgot the l in hotmail) and various other cases. In this case you just need to change the email address in the system to match the actual email. However anything you type in the customers note section will automatically try to send the info to the email that was on file when the order was placed. Even if the customer corrected the email address on their account the bad email is saved to that particular order.