Email Confirmations not being received

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   Hi,

This morning Email Confirmations not being received to us the merchant or to the customer. 

here are our email settings although we havent changed anything

https://www.dropbox.com/scl/fi/gq4lgvju6hl7yupazt7s4/2023-09-07_10-26-49.png?rlkey=hhuuf00l8734it3aumsq4c1m1&dl=0

Have tried both the test confirmation link and another test purchase

Please can you help?

Jay 

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JezJacko Members Profile Find Members Posts Newbie Joined: 05 December 2006 Location: United Kingdom Status: Offline Points: 16	Post Options Post Reply Quote JezJacko Report Post Thanks(0) Quote Reply Topic: Email Confirmations not being received Posted: 07 September 2023 at 10:37am
	Hi, This morning Email Confirmations not being received to us the merchant or to the customer. here are our email settings although we havent changed anything https://www.dropbox.com/scl/fi/gq4lgvju6hl7yupazt7s4/2023-09-07_10-26-49.png?rlkey=hhuuf00l8734it3aumsq4c1m1&dl=0 Have tried both the test confirmation link and another test purchase Please can you help? Jay

JamesGreen Members Profile Find Members Posts Newbie Joined: 10 March 2023 Status: Offline Points: 11	Post Options Post Reply Quote JamesGreen Report Post Thanks(0) Quote Reply Posted: 07 September 2023 at 10:45am
	I have just checked all your settings and one needs to be changed. Go to tools > options > email and find the option: Confirmation email return Email Address (For Merchant Email). If you change this from service@romanclick.com then you may have problems receiving the confirmation email. This needs to be changed, as per the instruction, to service@romanclick.com Please also check your SPF record is set up correctly to allow the RomanCart mail servers to send email on your behalf. More information about that can be found here: https://sellr.freshdesk.com/support/solutions/articles/101000415790-updating-adding-an-spf-record The mail servers did have a small amount of downtime over the last 24 hours which could account for it. Any messages that should have been sent during that period of time should just be added to a queue and sent as soon as the server was able Our lead engineer is looking into this now as a matter of urgency We will keep you updated on any changes as they come in

JamesGreen Members Profile Find Members Posts Newbie Joined: 10 March 2023 Status: Offline Points: 11	Post Options Post Reply Quote JamesGreen Report Post Thanks(0) Quote Reply Posted: 07 September 2023 at 11:31am
	Hi, Our lead developer has concluded their investigation into this issue and the problem should now be resolved Any new confirmation emails being sent out should now work as expected (alongside some that had previously failed) It would be advisable to resend any confirmation emails that may have failed over the last 12 hours just to be certain that your customers have received their order confirmation: To do this: 1. Log in 2. Navigate to manage > sales 3. Use the checkbox inline with the order to select the order 4. Scroll to the bottom, use the drop down selection menu to choose resend confirmation email 5. select go I hope this issue hasn't caused too much inconvenience for you or your customers