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Troubleshooting email delivery from SKULabs
Troubleshooting email delivery from SKULabs

From notification of tracking numbers, purchase order emails, supplier emails, and other customer emails not being received.

Updated over a week ago

SKULabs utilizes a transactional email service with very high deliverability statistics meaning it is incredibly rare that the email was mis-delivered so long as the email address is correct. Most of the time, the recipient has simply lost the email in their inboxes.

Step-by-step troubleshooting

1. Verify your email address

View our instructions on verifying your email in SKULabs.

2. Enable shipment notification emails

Your sales channel likely sends emails on your behalf when orders are marked shipped by SKULabs. When that is not the case, you can enable email notification using your store settings under "Shipping defaults and settings" using an option called "Shipment notification email".

After you've enabled email notifications, if you're still experiencing issues confirm the following:

3. Configure your email template "from address" for every store.

SKULabs allows you to separately operate each of your stores using their own from address and branding. Ensure you've configured each store's shipped and partially shipped email templates.

1. Navigate to Settings
2. Click your store's name
3. Scroll and click on the Templates panel
4. Edit the Shipped e-mail and the Partially shipped e-mail templates.

5. Enter the required information "Email From", "Subject", etc.

6. Save

4. Avoid the spam folder!

SKULabs uses a premium transaction email service to ensure delivery of notifications.

There are no reported issues with the default templates being sent to Spam.

If you are experiencing reports of tracking emails going to spam, we recommend you review your customized template for common pitfalls when writing highly-deliverable emails.

Contact us for DMARC setup instructions

We can provide same-day configuration notes for settings up DMARC on your domain.

Report delivery issues to SKULabs

After completing the steps above, the best way to diagnose shipment notification email issues is to open up an in-app conversation (the orange chat icon) and send our team the following information:

  • the exact email address you're having trouble sending from

  • the exact email address of the recipient(s) you have direct complaints from

  • the order number, purchase order number, or other identifier related to the emails

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