Order confirmation email not being sent to customers

[Pol_Boy]

Hi Square team,

I have had a number of customers say that they have not received an order confirmation email after making a purchase. They have all received an email receipt but not an order confirmation.

Is there any way to resolve this?

Thanks,

Thuli

[Breffni]

Hi @Pol_Boy welcome to the Seller Community 👋 

Sorry to hear this is happening, can you confirm if some people are receiving the order confirmation or is this affecting all orders? 

It's strange that they are getting the receipts but not the order confirmation, my guess is that we send them from different domains and that might be the problem. 

If the emails aren't in their inboxes or spam folders, we encourage you to have your customers whitelist a few of our emails related to your Square Online site to help keep them from being blocked or delayed.

Whitelist the following email addresses by adding them to their contacts:

• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]

From there, if the issue persists, you'll need to reach out to our support team directly with some order numbers so that our engineers can take a look into this on the backend! 

Let me know if this works for you.