Why Wasn't My Customer Notified?

If a customer did not receive an expected order confirmation or abandoned checkout email, there are a few common reasons to investigate. Foliodia has built-in features to help you track down these issues quickly.

1. Check Store Notification Settings

Foliodia will only send emails on your behalf if the features are explicitly enabled.

• Go to Settings > Notifications.
• Verify that Customer Order Confirmation Emails and Abandonment Notifications are toggled ON.
• If these are off, the system purposefully suppresses emails to your customers.

2. Invalid Email Addresses

The most common reason for delivery failure is a typo in the customer's email address during checkout (e.g., john@gmal.con).

• Check the specific Order or Abandoned Checkout in your dashboard.
• Look at the Customer Email field.
• If it is visibly misspelled, the email likely bounced.

3. Form-Specific Overrides

Remember that individual Forms can override your global store settings.

• Navigate to the Forms page and edit the form in question.
• Check the Notifications tab inside the form builder.
• Ensure that the toggles for customer notifications are enabled for this specific form.

4. Spam / Promotions Folders

Order confirmations are transactional emails, but aggressive email clients (like Gmail or Outlook) may still miscategorize them. Ask the customer to check their Spam or Promotions folder for an email coming from orders@foliodia.com (with your store name as the sender).

Need further assistance?

If you have verified all settings and emails are still failing consistently, please reach out to our Support team with the specific Order ID.