Customers not receiving automated emails

Our customers do not consistently receive automated emails for order and fulfillment/shipping confirmation. I thought that perhaps they are going to spam, but customers insist they just don't receive them at all. I wrote to Square about this issue last week, but have received no response yet, so figured I'd ask other sellers if they have experienced this issue as well. It really upsets customers, as they tend to assume we haven't received their orders, or haven't shipped them yet. 

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Alumni

Hey @eek,
 

I'm sorry to hear that you're experiencing trouble with this.

 

Are multiple customers affected, or is it just one? Is it possible that the customer may have inadvertently blocked Square emails? 

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I finally got in touch with Square support and they ran multiple tests and determined that the emails must be going to customers' spam folders. We are looking into adding something on our site about adding us to their contacts to prevent this issue. 

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Alumni

@eek, thanks for the update. I'm glad you were able to contact support to find a solution. Please let us know if we can help with anything else. 

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