Customers Not Receiving Email Notifications

Overview

If your customers report they aren’t receiving order or shipping emails, don’t panic — this often comes down to missing information or email authentication settings. Here's how to troubleshoot and improve email delivery.

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For notifications to be sent, the order must include all required fields, such as:

• A valid tracking number
• A valid ItemPOS or shipper information

🛠️ Without these, emails like "Order Shipped" won't trigger.

📬 Step 2: Review Notification Logs

To verify if the email was sent:

1. Go to the order page in your WeSupply account.
2. Scroll to the Notification Logs section.
3. Check:
   • If the email was sent
   • If the customer opened it

If the email was sent but not opened, it may have landed in spam.

🔒 Step 3: Set Up Domain Authentication (SPF, DKIM, DMARC)

Some email providers block or filter emails into spam if they can't verify that your store is allowed to send them. To fix this:

1. Add SPF, DKIM, and DMARC records to your domain’s DNS.
2. These records tell providers, “Yes, this domain is authorized to send emails.”

💡If you use a provider like SendGrid, follow their domain authentication guide to set this up properly.

Still Not Working?

• Double-check your DNS records with your IT team or domain host.
• Confirm tracking and shipping data is being sent correctly.
• Reach out to our Support team — we’re here to help!

Improving deliverability helps reduce support calls and boosts customer trust — definitely worth the setup!