Separate the two emails customers expect
Ask whether the customer received the order confirmation, the file-delivery email, both, or neither. A confirmation usually answers “was my purchase recorded?” A later delivery message answers “is my custom work ready?” Customers can reasonably confuse the two if the subject lines are similar.
Open the order and compare its recipient with the delivery record. An obvious spelling difference still requires a verified correction; do not redirect a private deliverable solely because someone supplies a new email address in chat. Check that an email address exists at all, as recommended by QuickAttach support.
Use a three-column investigation
| Area | Question | Next action |
|---|---|---|
| Sender | Was delivery actually triggered? | Review the send time and visible result before another attempt. |
| Recipient | Does the verified address match? | Correct the source record through an authorized process. |
| Inbox | Was the exact subject or sender searched? | Check spam and filtered folders, then retry once if appropriate. |
Copy the visible status exactly into the support note. A status indicating sending or delivery is not a guarantee of inbox placement. Avoid promising that a particular provider will accept the next attempt.
Example: two messages, one assumption
In a fictional portrait shop, DEMO-462 has a payment confirmation at 09:00 and a delivery attempt at 16:30. The buyer searches only for the morning subject. Support supplies the delivery subject and time, and asks them to inspect filtered mail. If that fails, support verifies the address and checks for an error before resending.
This process also avoids creating five near-identical messages while the customer is still looking. Choose one staff member to own the retry and note its timestamp so colleagues do not send independently.
A concise customer reply
We prepared your file for order [reference]. The delivery message was sent at [time and timezone] with the subject [subject]. Please check your inbox and filtered folders for that message. If you cannot find it, reply here and we will verify the delivery details with you.
Do not paste a private file link into an unverified conversation as a shortcut. Once the customer locates the message, ask what happens when they open its button; that is the point to move from email investigation to access troubleshooting.
Deliver the right file with the right order
See how QuickAttach connects a customer-specific file or link to a Shopify order item.
See the QuickAttach order-to-download walkthrough