How to troubleshoot email delivery

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.

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 exact email address of the recipient and the order number, purchase order number, or another identifier.

Most of the time, the recipient has simply lost the email in their inboxes.

How to ensure shipment notification emails are enabled

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:

Configure your Shipped email template fields

Confirm you have configured and saved your store's shipped and/or partially shipped email template.

This can be done per store:

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.

6. Save

Confirm you have verified the email you are using to send the notification email

You can verify email addresses by:
1. Navigating to Settings > Inventory > Settings
2. Scroll to the Purchase Order Emails section
3. Clicking the link on the "Don't forget to verify your e-mail address."

4. Enter the name and email address you wish to validate.
5. Confirm the validation from the email sent to your email account.

Tip: When using a public domain email (such as @gmail.com) "[email protected]" will be used as a from address in place of public domain emails.

How to prevent my custom email template going to spam

We have no reported issues with the default templates being sent to Spam on a regular basis due to the quality of the email service we use.

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.

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