Available on every plan · Updated 12 September 2026
Also asked as: “customer did not get an email” · “track my order” · “customer cannot find their order” · “order confirmation email” · “customer wants their receipt”
Two things reach your customer: an email as soon as the order is placed, and a page they can open any time without signing in.
The confirmation email
It arrives from your store, with your name on it, and replies come to you. It carries:
- everything they bought, with quantities and line totals;
- the subtotal, delivery, any discount and the total, with the tax shown as part of that total;
- anything they typed at checkout, and their own note;
- a line about what happens next, written for how they chose to pay:
- paid by card or through a provider: you will confirm the order as soon as the payment arrives;
- bank transfer: they should finish the transfer using the details shown at checkout;
- pay on delivery: they will pay when it arrives, or when they collect it;
- a View your order button, and a line telling them their receipt or tax invoice is on that page whenever they need it.
The permanent order page
The button goes to a page that belongs to that one order and needs no account, which matters because most shoppers check out as guests. It keeps working: it is the link they come back to weeks later.
On it they see the order, what it cost, where it is going, and one word for how far along it is:
| They are told | When |
|---|---|
| Awaiting payment | nothing has been paid yet |
| Confirming payment | they have sent you a transfer receipt and you are checking it |
| Preparing | you have accepted the order and are packing it |
| On its way | it has left you, with the carrier and tracking number if you added them |
| Ready for pickup | it is on your shelf waiting for them |
| Delivered or Picked up | they have it |
| Cancelled or Refunded | it stopped |
These are deliberately not the words you see. You are scanning a queue; they have one order and want the thing that just happened to it.
They can also download their receipt or tax invoice from that page. If the order is still unpaid, the page says what is owed and how it is being paid: your bank details for a transfer, or that it is payable on delivery.
The emails you send by working the order
You do not send any of these by hand. They go out when you do the work:
- starting to pack tells them you are preparing the order, which on an unpaid order is also how they learn you have accepted it;
- marking a parcel on its way tells them it has left, with tracking if you filled it in;
- marking it ready for pickup tells them where to collect it and when you are open;
- delivered or picked up closes it off.
Cancelling a parcel deliberately sends nothing: it is usually a correction, and "your order was un-shipped" alarms people without the context you have.
Checking what was sent
The order's Timeline records what happened and who did it, including the payment link when you email one, and the moment a customer uploads a transfer receipt.
If it does not work
- They say no email arrived: ask them to check spam, and check the address on the order. An address with a typo cannot be delivered to, and the order is still perfectly good; correct it with them and send them the order link yourself.
- They cannot find their order: the link in their confirmation email opens it without a password. There is nothing for them to remember and no account to recover.
- They ask where their parcel is: the page shows how far along the order is, and the carrier and tracking number you typed when you packed it. We do not track parcels ourselves; the numbers shown are the ones you entered.
- They want to pay by card from that page: they cannot yet. Open the order and use the payment link, which takes them to your provider's own checkout.
- They want an invoice: it is on that same page once the order is paid. See Invoices and receipts.
Email support@shoponent.com with the order number if anything here does not match what you see. We read and answer every message.