Resend an order confirmation email
Resend a message from the existing order when the intended recipient needs another copy. Review the order, message type and destination before choosing an item from the resend menu.
Find and check the original order
- Open Orders & Customers → View Orders and find the existing record.
- Open View and confirm the order number, customer, products and relevant payment/fulfilment state.
- Review the intended contact details on the order before using a customer-message action. Resolve an incorrect or missing address through the intended order-contact process first.
- Open Resend emails and read the choices available for that particular order.
Choose the correct message
| Menu choice | What to check before using it |
|---|---|
| Order Confirmation | The website-order confirmation choice. Check the original order and intended customer destination. |
| Purchase Receipt | The till-order receipt-email choice. Keep it separate from Printables → Receipt, which opens a printable document. |
| Merchant Order Notification | A business notification, separate from the customer’s confirmation or receipt. Check the intended merchant notification destination before using it. |
| Order ready for collection | Check that the intended goods and collection arrangements are ready and that this is the message you intend to send. Review the actual order state separately. |
Choices can vary by the order and the shop’s setup. Other message types require their own content and recipient check. Do not choose a similarly named message merely because the one you expected is absent.
Send only when the intended copy is ready
- Recheck the order reference, message type, current contact details and reason for resending.
- Treat choosing the message item as a sending action. Do not click it merely to preview content or assume another recipient/confirmation form will appear.
- Choose the intended message only when ready to send. Wait for the result and read its exact success or error notice before doing anything else.
- Keep the order reference, message type and time if you need to investigate. Check actual receipt separately; an application success notice is not proof of inbox delivery.
Example: a customer needs their website confirmation again
Find the original website order, confirm the customer and intended contact address, then use Order Confirmation when ready. Merchant Order Notification is a different message. You do not need to create another sale, change payment status or dispatch the goods again merely to resend the confirmation.
If the recipient says it has not arrived
Check the intended address and message type, the application result and the relevant time. Ask the recipient to check the appropriate mailbox and junk folder. If delivery remains unclear, retain those details for support before repeatedly sending more copies. Avoid sharing unnecessary customer details when reporting the problem.
If the wrong message or address was chosen
Stop further sends and record what happened. Check the saved order and intended contact details before making a correction. Do not assume closing the order recalls a message that has already been sent.
If a message choice is unavailable
Confirm the order channel, state and the menu you opened. A till order can show Purchase Receipt where a website order shows Order Confirmation. If the intended action is still missing, ask support with the order reference and the exact menu choices rather than trying unrelated actions.
Print an order document · Till receipt actions · Prepare a support request.
