Customer didn’t get your Shopify draft order invoice

Is the right email address on the draft order?

Rule out a typo or an old address on the customer attached to the draft. A wrong address can look right at a glance, so read the email back to the customer letter by letter. If the draft has no customer at all, add one; see drafts with no email address.

1. In the Shopify admin, go to Orders > Drafts and open the draft.
2. In the Customer section, click the horizontal menu (⋯), then Edit contact information, and check the email.
3. Correct it and save. Then send the customer the checkout link or the invoice.

Did the Shopify invoice go to the customer’s spam or junk folder?

Ask the customer to search their spam or junk folder for your store name and for shopifyemail.com, the address Shopify sends from when your sender domain isn’t authenticated. If they find the invoice, ask them to mark it as not spam. If it isn’t there, send the checkout link instead. Your own copy of an email arriving doesn’t prove theirs did.

Merchants have reported the same problem in a community thread on missing invoices; one suggests asking customers to save your sender address as a contact.

How do I get the checkout link to my customer if the invoice email never arrived?

Copy the checkout link from the draft order and paste it into a text or whichever chat the customer already uses, even while they’re on the phone. Send it from your own phone or account.

1. In the Shopify admin, go to Orders > Drafts and open the draft.
2. Click Share, then Copy link.
3. Paste the link into your message and send it.

In the Shopify app: Orders > Draft orders, open the draft, tap the menu, then Share > Copy link. See sending a Shopify draft order payment link by text message.

Once the customer pays, the draft becomes an order marked Paid automatically (how to know when a payment link has been paid).

If the email arrived but the customer can’t get through checkout, see when a customer can’t pay a Shopify draft order invoice.

Should I resend the Shopify draft order invoice or text the link?

Text the checkout link. It doesn’t depend on their inbox. If they’d rather have the email, check the address on the draft first, then use Send invoice in the draft’s Payments section. In the Shopify app, Send invoice is in the draft’s Invoice section.

To follow up on a link that’s still unpaid, see chasing unpaid Shopify payment links.

How do I email a draft order again from Shopify POS?

Fix the customer’s email on the draft in the Shopify admin, then use Email to customer on the draft in Shopify POS. Emailing drafts from POS needs POS Pro. To text the link instead, open the same draft in the Shopify app, where POS drafts also show, and copy the link there. Shopify can’t text draft notifications from POS or the admin; sending the link by text has the steps.

1. In Shopify POS, tap the Order icon, then Load Drafts.
2. Tap the draft’s vertical menu.
3. Tap Email to customer.

If you’re building the order fresh in POS, More actions > Send cart lets you type any address the customer gives you; the customer on the order doesn’t change. More on draft orders in Shopify POS.

Why do Shopify invoices land in spam or come from shopifyemail.com?

Your store’s notification emails, including the draft order invoice, come from a shopifyemail.com address when your sender email domain isn’t authenticated. Shopify rewrites your From address to one like store+123@shopifyemail.com. Shopify says authenticating your sender email address helps prevent your messages being flagged as spam.

These steps authenticate a domain you own, so set your sender email to an address at your store’s domain first (for example, orders@yourstore.com). Gmail and Yahoo require you to authenticate your domain and have a DMARC record. To authenticate your sender domain:

1. In the Shopify admin, go to Settings > Notifications and find the Sender email section.
2. If your domain is hosted on Cloudflare, GoDaddy or IONOS, use Email domain authentication > Authenticate automatically.
3. Otherwise, click authenticate your domain and add every CNAME record shown at your domain provider.
4. Add one DMARC record (Shopify’s default is v=DMARC1; p=none;); automatic authentication doesn’t add it. A domain must have only one, so update any existing record.
5. Allow up to 48 hours for DNS changes. If verification fails, check that the records at your provider match your admin. If you closed your provider’s window without returning to Shopify, click Manual setup, then I updated DNS records to start the check.

Leave the records in place. Removing them can cause bounces.

Avoid a sender address containing “no-reply”, “do-not-reply” or “noreply”, because some email hosts reject those.

What does Update recommended mean under Sender email?

Update recommended means Shopify has new CNAME records for your domain, or your CNAME records don’t match the expected value. Add the new records at your domain provider, then click I updated DNS records. The update is optional and there’s no deadline; your domain stays authenticated meanwhile.

If you bought your domain from Shopify or moved it there, Shopify manages these records. For other domains, your domain provider can help you change them. If the status stays on Update recommended, contact Shopify Support.

How do I check that Shopify invoices now reach customers?

Send a test draft order invoice to an address you own at another email provider, for example a personal iCloud or Outlook address. Send test email under Settings > Notifications only goes to your admin login, so a real draft tells you more.

Check where it lands and which From address it shows. If you edited the invoice template and the email looks wrong, see customizing the draft order invoice email.

Can I create a payment link from the Shopify POS cart?

Yes, with Pay Link, from Countermade (the Shopify POS apps from Invenire Studios). Pay Link makes the payment link from the order you build in Shopify POS, so nobody digs through Orders > Drafts with a customer waiting, and staff can see from there whether the link has been paid.

The customer pays on Shopify’s own secure checkout, and staff never see or type card details. Pay Link shows staff the total up front, with a note when checkout will add shipping, and a double tap makes one payment link, not two.

Pay Link needs Shopify POS Pro; turn on local pickup at your store so the customer can choose it at checkout.

Next step

Copy the checkout link and send it now. If you take orders by phone often, see how to take phone orders on Shopify without asking for card details.

Pay Link isn’t on the Shopify App Store yet; get early access and we’ll email you when it’s ready to try.