Shortcut to this page: http://faq.ph9.com/faq_question.asp?key=1244&topic=im-not-receiving-order-confirmations-or-enquiries-from-my-enquiry-form
I'm not receiving order confirmations or enquiries from my enquiry form

Scenario

You're not receiving an email when:-

a) An order is placed on your website

b) An enquiry is made through one of the enquiry forms on your website


Causes

It's usually something simple which causes this, and there's usually a simple solution.

What we can assure you is that in 99.9% of cases the emails are definitely being sent.

The most common causes of this issue are:-

1) Emails are being sent to the wrong email address

2) Emails are going into your junk / spam folder

3) Your email provider is blocking these emails



How to solve this

1) Check that emails are being sent to the correct place


To do this:-

a) Login to your website manager
b) Click on "Settings" and then "General Settings"
c) On the settings page, the first tab is called "Contact Details"
d) From here scroll down to the "Email Addresses" section
e) In this section go to the box which is labelled "Email address for order confirmations"
f) Check that this email address is the one you want order confirmations to go into
g) Check the email address is in a valid format, eg:-

i) Is in the format emailaddress@domainname.com
ii) Has no spaces
iii) Has an @ sign


2) Check your spam folder (please double check if you've already checked!)


As these emails are sent by a computer, and not a person, they can often be mistaken for spam. So please check your spam/junk mail folder for these emails.

If you have your email with MailEnable (the email service ph9 used to provide prior to 2019), then you can find instructions on how to check your junk mail by clicking here

NOTE - Often clients say they've checked their spam folder, but they may not realise they have more than one spam folder as they might have more than one anti-spam program filtering emails. So check all folders labelled "Spam", "Junk", "Junk Email" etc.




3) Ask your email provider to check why the emails aren't being received


Sometimes your email provider may be inadvertently blocking these emails, thinking they're spam, and not allowing them to be delivered to you. Please check with your email provider to see what is happening.


4) Setup SMS mobile text message notifications

If you're still not getting these emails, you can opt to receive an SMS text message sent to your mobile phone whenever you get an enquiry or order confirmation.

To set this up:-

a) Login to your website manager
b) Click on "Settings" and then "General Settings"
c) On the settings page, the first tab is called "Contact Details"
d) From here scroll down to the "SMS text message notifications" section
e) Here you can set up SMS text message notifications


5) View the enquiries and order confirmations on your website manager

Viewing enquiries on your website manager

a) Log into your website manager
b) Click on the "Enquiries" menu
c) Here you can view all enquiries received via the enquiry form(s) on your website


Viewing orders placed on your website

a) Log into your website manager
b) Click on the "Shop (items/products)" menu and then "Main Shop Menu"
c) Under "Orders", click on "Search/view orders (& report of order totals)"



Shortcut to this page: http://faq.ph9.com/faq_question.asp?key=1244&topic=im-not-receiving-order-confirmations-or-enquiries-from-my-enquiry-form


© 2022 ph9 Ltd. Any FAQ, guides, advice or acticles here is provided "as is" with no warranty and as per our terms and conditions at www.ph9.com/terms