thread Re: customers not getting order ready emails in Hardware Setup & Troubleshooting

customers not getting order ready emails

EarthMarket — Sun, 21 Sep 2025 12:44:32 GMT

Customers aren't getting order ready emails like they used to. They have shown me that it isn't in their junk mail either. They receive the order confirmation when they purchase online, but then when we mark it ready for pickup, they don't get an email.

Frustrating to not have them getting this notification so they know they can get their order---as we can't manually message all of them each time.

Re: customers not getting order ready emails

_Violet — Tue, 17 Sep 2024 20:45:05 GMT

Hi there, @EarthMarket - Sorry to hear that your customers are having trouble receiving their order ready email notifications.

If you already have this setting enabled, it seems there's an issue with the point of sale communicating the order is ready and therefore, making it unable to send the notification to customers.

I suggest starting out with the troubleshooting steps for your point of sale listed here. If this doesn't improve things, please reach out to Support here so they can file a ticket to have our engineers investigate this further.

I hope this helps!

Re: customers not getting order ready emails

EarthMarket — Thu, 26 Sep 2024 16:38:39 GMT

I reached out to support and they were going to forward it to someone to get back to me and then I never heard back. (this was on sep 16th)