Troubleshooting Notifications

If you have a notification enabled and the rule it's attached to triggers, the notification gets sent from Order Automator 99.999% of the time.

If you're not seeing the email, it's likely a problem with the email address or your email service provider.

Use the following checklist to help diagnose the problem:

Notification checklist

These quick checks will reveal the reason most of the time:

• Confirm the email address is correct in the notification
• Look up the logs for the order in question on the Dashboard page of the app, this will show if Order Automator triggered the notification
• Check the junk / spam folder
  • You can whitelist orderautomator.com domain to help prevent this. Most people don't need this, but if you have an aggressive email filter it's a good idea

If the above checks don't provide a solution you can either check your email service provider if you have access, or submit a ticket and we'll help you investigate based on email logs.

• Checking your email logs at the admin level
  • Example: If you use Google Workspace, log into the Admin area then navigate to Reporting > Email Log Search
  • Check the Quarantine area in your email service provider. Sometimes legitimate emails can get filtered out. See this quick guide to setting up a DMARC policy if you don't yet have email quarantine setup

Submitting a ticket

If the checklist above doesn't solve your issue, contact us an include:

• Your myshopify url or store ID
• A screenshot of the rule or feature you expected to trigger
• Which email service provider you use (Gmail, Zoho, etc)
• The email address that didn't receive the notification
• Any relevant details that would help us to help you identify the problem (order number, what type of situations this happens vs does not happen, etc)