My customer didn’t get a receipt
Short answer
Open the payment and look next to Receipt: it says whether it was sent, delivered or not delivered. Most missing receipts are in a spam folder, or went to an address typed wrongly at checkout.In this article
Check the payment
Open the payment under Payments. Next to Receipt:
| On screen | What to do |
|---|---|
| Delivered | Their email provider accepted it. Ask them to check their spam or junk folder, and the address they typed. |
| Sent or Sending | It is on its way. Give it a few minutes. |
| Not delivered | The address bounced, marked it as spam or is blocked. Check the address with your customer. |
| Not sent | Receipts may be turned off, or it is a Test mode payment to someone outside your team. |
| Could not be sent | We tried several times. Write to us if the address looks right. |
With no email address on the payment, there is no receipt to send.
Things to check
- The address on the payment. It is the one your customer typed at checkout, or the one on their customer record.
- Settings → Customer emails. Receipts and refund receipts can be turned off there.
- Test mode. Receipts only go to your own team’s addresses.
What to send them instead
The payment’s page has everything a receipt shows. You can tell them the amount, the date and the card’s last four digits.