Troubleshooting
My emailed order didn’t appear
A buyer sent an order by email and nothing showed up. Work through these in order.
Updated
A missing emailed order almost always stops at one of five places. Check them in this order — the earliest ones are the most common.
1. The address
Go to Settings and compare the intake address with what the buyer used, or what your forwarding rule points at.
The address is generated for your store and is not guessable, so a single wrong character sends orders nowhere. Copy it with the copy button rather than retyping it.
If Settings says inbound email has not been configured, the deployment has no inbound mail set up and no email will ever arrive. Upload the order instead.
2. Forwarding
If buyers send to your own address and you forward:
- Did the rule fire? Check your provider’s logs, or the copy left in the orders mailbox.
- Is the rule conditional? Rules that only forward messages with attachments will not forward a body-only order.
- Did forwarding need confirming? Some providers hold forwarding inactive until a code sent to the destination is confirmed — and the intake address is not a mailbox you can read. See Use your own email address with forwarding.
3. Approved senders
If intake is restricted to approved senders, a sender who does not match a rule is rejected. Nothing is created — no order, no failed order, no bounce. It looks exactly like the message never arriving.
Check the rules in Settings. The critical detail: rules are matched against the sender as it arrives at PO Autopilot. If your forwarder rewrites the sender to your own mailbox, only a rule matching that address will let anything through.
To test, switch to Allow anyone briefly and send the same order again. If it appears, the rules are the problem.
4. What was attached
- An unsupported attachment is skipped. A
.docxdoes not become an order. Because it is skipped, the message counts as having no attachments, so the body is used instead — which may be why you have a thin order rather than none. - Over the limits, the whole message is rejected. More than 20 supported attachments, or more than 50 MB in total.
5. It was treated as a duplicate
If the same document had already been sent, no second order is created. Search your Orders list for the purchase-order number — it may already be there from an earlier delivery.
Still missing
Ask the buyer to forward you the exact message they sent, including headers if they can, and note the time. Then see Something still isn’t working.
In the meantime, upload the file by hand so the order is not held up.