A customer email did not arrive

If a customer says they did not receive an Addora email (a reminder or an order update), there are a few quick things to check before escalating.

Check the Customer emails log first

Open the Customer emails log (in Addora ↗) in Operations. Find the customer by name or scroll through the list. The log shows the status of every email Addora has attempted to send.

• Delivered: Addora successfully delivered the email to the customer's mail provider. If the customer still cannot find it, ask them to check their spam or junk folder.
• Opened: the email was delivered and the customer opened it.
• Failed: something went wrong when sending. Check the Error column for details.
• Bounced: the email address rejected the message permanently. The customer may have a typo in their email address.
• Complained: the customer marked a previous Addora email as spam. Addora will not send further emails to that address.

Common reasons an email does not arrive

• Wrong email address: if the customer made a typo at checkout, the email will bounce. You can check the address on the order in Shopify Admin.
• Spam or junk folder: reminder and update emails can sometimes land in spam, especially for email providers with aggressive filters. Ask the customer to search their spam folder for a message from Addora.
• Customer unsubscribed: if the customer previously unsubscribed from Addora emails, they will not receive further reminders or updates. The log will not show a new attempt for an unsubscribed address.
• Email not yet sent: reminder emails are sent once a day. If the customer's order has not yet been idle for the number of days you configured, the reminder has not been sent yet. Check your wait-day setting in Settings, Customer experience (in Addora ↗).
• Feature not enabled: confirm the relevant email type is turned on in Settings, Customer experience (in Addora ↗).

If the log shows no record at all

If the customer's name does not appear in the log for the expected email type, the email was either not triggered (the conditions were not met yet), or the customer's address was already on the unsubscribe list. Double-check that the feature is enabled and that the hold has been idle long enough to qualify for a reminder.

If you cannot resolve the issue, contact support via the in-app chat. See Reach support for how to get in touch.

Notifications require the relevant paid entitlement and enabled setting. Jobs can be queued, skipped or suppressed after rechecking eligibility or unsubscribe state. The daily schedule is not an inbox-time guarantee. Inspect the actual log/result; changing a date does not by itself promise a sent email.