Why I am not receiving New Order Email Notifications?
To automatically send a New Order Notification when a New Order is place to the email address(s) you have set up in your Settings. See "how-can-i-setup-my-store-to-email-me-new-orders" for details on this.
The New Order Notification email contains all of the order information and is the same that your customer gets.
If the new Order email has not been received by the customer, please be sure to try the following troubleshooting steps:
Basic Troubleshooting
If the New Order Notification email is not being received by you then should first try to verify that the customer entered the correct email during their order. The Order's information will contain all of the valid data that was entered by the customer during their purchase. Use this information to verify that they entered their email address correctly.
You should also try placing a test order using your own email address (Preferably an address different than the Store's email). This will allow you to check if the problem is an isolated problem or if perhaps it's a wider spread issue.
The next series of troubleshooting tips are more involved and should be looked at after you've ruled out the basic troubleshooting steps outlined above.
Advanced Troubleshooting
Check Email Server Settings
Check to make sure your store is set up to actually send an email when a new order comes in. To do this, use these steps:
- Log into your Power-eCommerce Admin
- Select Settings -> General Settings
- Click on the Email Settings
- View the settings for "Email SMTP Server Settings"
If you are NOT using your own Email SMTP Server all these fields should be blank. If you are using your own SMTP email server please verify all the settings are correct. You also may want to remove these settings and test if emails are sent then. This will let you know if the issue is with your email server settings.
Store's Email address
The automated order email functions rely on a valid email address to send from as well. If the email you are using for this purpose is missing or otherwise invalid, the email functionality will not work. To check for this:
- Log into your Power-eCommerce Admin
- Go to Settings ->General Settings
- Look for the field titled "Company Email (General Email Address) "
- Please be sure this is correct if not make changes and Save
- If it is correct try sending and email to this same email address and be sure it goes though.
Note:
As mentioned, this is the email that is used as the "From" field in all of your store's emails going to the customer. Without this email specified correctly, outgoing emails will fail. If the email is blank, please type your email address. Also, please be sure that the email used in this field pertains to your domain name with Power-eCommerce. External email addresses to services like Gmail and Hotmail should not be used.
Contact Support
The above troubleshooting tips should help fix the most common issues with store generated emails. However, also remember that Power-eCommerce support is here to help you as well should you need additional help and troubleshooting advice.