What if a customer never received their order confirmation email?

If the checkout email contains a typo, Simple Chat can help the customer verify the order, correct the email, and get a link to their Shopify order page. Enable both order lookup and order email correction to use this workflow.

Verifying and correcting the email

1. The assistant searches by the shipping name and postal code.
2. The customer completes the masked checkout email to verify the order.
3. The assistant reads back the current email and proposes the correction.
4. The customer confirms the new address before it is saved to Shopify.

If the email already matches, the case goes to staff to investigate why the message didn't arrive.

After the correction

The customer gets an order-page link in the conversation. Future Shopify order notifications go to the corrected email. The change applies to the order only; it doesn't change the customer profile or marketing subscription.

Simple Chat can't resend the original confirmation email. Staff can resend it from Shopify Admin if needed.

If the assistant placed a fulfillment hold during the correction, it releases that hold once the customer confirms they have their details.