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Missing order confirmation email reply templates

Customers who don't get a confirmation email worry that the payment failed or that they'll be charged twice. The reply should settle that in its first line, then give the order details so they have them in writing.

Updated 11 October 2026

Template

Subject: Your order {order_number} went through

Hi {first_name}, Good news: your order went through. It's order {order_number}, placed on {order_date} for {order_total}. Here's what you ordered: {order_items} We sent the confirmation to {order_email}. These sometimes land in spam or the Promotions tab, so it's worth a look there. You'll get a separate email with tracking as soon as it ships. Please don't place the order again, or you'll be charged twice. Best wishes, {agent_first_name} {workspace}

Subject: Confirmation of order {order_number}

Dear {first_name}, Thank you for your message. We can confirm that your order {order_number} was placed successfully on {order_date}, for a total of {order_total}. Items ordered: {order_items} The original confirmation was sent to {order_email}. If you cannot find it, please check your spam or junk folder. You will receive a separate dispatch email with tracking details once your order ships. Kind regards, {agent_first_name} {workspace}

Subject: Order {order_number} confirmed

Hi {first_name}, yes, your order went through. It's {order_number} for {order_total}. The confirmation went to {order_email}, so check spam. No need to order again. {agent_first_name}
{first_name}Filled by Hobson
The customer's first name. Hobson fills this from the conversation.
{order_number}Filled by Hobson
The Shopify order number. Hobson fills this from the matched order.
{order_date}
The date the order was placed.
{order_total}
The amount paid, including delivery, such as £48.50.
{order_items}
The items and quantities on the order, one per line.
{order_email}
The email address entered at checkout.
{agent_first_name}Filled by Hobson
The first name of the teammate sending the reply. Hobson fills this.
{workspace}Filled by Hobson
Your shop name. Hobson fills this.

When to use it

  • A customer says they paid but never got a confirmation email.
  • Someone asks whether their order went through before trying again.
  • The customer mistyped their email address at checkout and you have found the order by name.

UK consumer law

Under the Consumer Contracts Regulations 2013, you must give the customer confirmation of their contract in a durable form, such as an email, within a reasonable time and at the latest when the goods are delivered. Sending the order details again in writing covers that. This is a general guide, not legal advice.

How to use it

  1. 1

    Search Shopify properly

    Search by the customer's name, email and phone number. A typo in the checkout email is the usual cause of a missing confirmation.

  2. 2

    Check the payment status

    Make sure the order shows as paid. If there is no order, or only an abandoned checkout, this template is the wrong reply.

  3. 3

    Fix the email address

    If the checkout email was mistyped, update it on the order and customer record so the dispatch email reaches them.

  4. 4

    Send the details

    Include the order number, total and items so the customer has a written record even if the original never turns up.

Common mistakes

  • Telling the customer to order again before you have searched properly. They end up paying twice.
  • Confirming an order that is still pending payment.
  • Leaving a mistyped email on the order, so the tracking email goes missing too.

What they usually ask next

When will it arrive? Where is my order?

Related templates

All orders and delivery templates

Questions