Customer not consistently receiving email receipt

[chironurse]

I have several customers who have worked with us for several years.

Randomly, they will not receive their email receipt. This has been happening more frequently recently. It is always sent on this end (they watch me do it!!). And they also double check their spam folders...and it doesn't end up there. Any thoughts?

[Alex_]

Hi @chironurse,

This definitely sounds frustrating. Have you tried running a test with your account and sending an email receipt to yourself? Also, do text receipts work, and what device are you using to take payments?

Please let me know by replying in this thread. I'll keep an eye out for your response.

[chironurse]

I am using an Android. If he uses a different card, he will get an email receipt. But they stopped sending on the card that he has alway used. No problems with anyone else getting their emailed receipts.

[ashc · Accepted solution]

Hey @chironurse,

If it's just this customer it sounds like it could be on his end- potentially his email provider. 

I'd have him check his junk/spam folders or update the email used to receive digital receipts on his buyer profile. 

[chironurse]

Thank you!!

[easq]

This is happening to one of my customers as well - inconsistent, sometimes never a receipt and sometimes just very delayed receipts. Always the same card & address. Did you figure out if it was the card or the email that was a problem? My customer has an unusual @ email address, so I was suspecting that.