What if a customer never received their order confirmation email?

Usually this is a typo in the checkout email, one character wide, and the assistant can fix the whole thing in chat: verify the shopper without the email they never got, correct the address on the order, and hand over a link to their Shopify order page. No staff step is needed for the common typo case.

One availability note: this requires order tools, including order lookup and order email correction, to be enabled for your store.

The order of operations matters. Because the address on the order is wrong, resending anything to it would fail again, so the fix comes first and the order details second. The typo also blocks every later notification, which makes it worth correcting even when the customer only asked about the confirmation.

Verifying a shopper who doesn't know the email on file

The usual order-number-plus-email check is off the table, so the assistant takes a different path:

• It looks the order up by the name on the shipping label plus the ZIP or postal code.
• It shows the checkout email partly masked, and the shopper must complete it before any order details are revealed.
• It then loads the order with that completed email, which confirms the shopper is entitled to it.

The sequence is mandatory. The assistant can't correct an email on an order it hasn't verified this way, so guessing a name and postal code doesn't open a stranger's order.

Making the correction

The assistant reads back the address currently on the order, proposes the corrected spelling, and waits for the customer to confirm it in their own words. Only then does it write the change to Shopify.

The correction must be a genuine change. If the order's address already matches what the shopper is asking for, nothing gets written and the conversation goes to your team, because a working address that received nothing points at a different problem.

What the customer walks away with

A link to their Shopify order page, the same page the original confirmation email links to: order contents, totals, shipping address, and tracking as it becomes available. They get it in the conversation immediately instead of waiting on an inbox.

From then on, Shopify sends every remaining notification for the order to the corrected address, shipping confirmation and delivery updates included.

Limits worth knowing

• Shopify gives apps no way to resend the original confirmation email. If a customer insists on an emailed copy, your team can resend it from Shopify Admin.
• If the assistant placed a fulfillment hold while sorting out the email, it releases the hold once the customer confirms they have their details, and the order rejoins the normal fulfillment queue.
• Only the order's email changes. The customer record and any marketing subscription attached to it stay untouched.