Mercayo sends your store's emails for you: receipts and order updates to shoppers, new-order alerts to your team, invitations, sign-in and password codes, and its own notices to the owner. When one does not arrive, the first step is always the same: find out whether Mercayo sent it. Settings › Notifications lists the last 25 messages and how each went, and that tells you which of the causes below to look at.
Symptoms
- A shopper says they never got their order confirmation, shipped or delivered email.
- You or your team get no email for new orders.
- A banner across the admin says "Notification credits are empty. Some messages are not being sent."
- Notification Credits says "12 messages were not sent this month because the balance was empty."
- A message in Recent Messages shows Failed or Cancelled.
- A staff member did not get their invitation, or you did not get a password reset code.
First, Look at Recent Messages
- Open Settings › Notifications.
- Scroll to Recent Messages ("The last 25 messages and how they went."). Each line shows the message, the channel, the address it went to, when, and a pill.
| Pill | What It Means | Where to Look Next |
|---|---|---|
| Sent | It left Mercayo for that address. | Spam folder, a mistyped address, a full inbox |
| Queued or Sending | It is on its way; emails go out within moments, and a failed try is tried again. | Wait a few minutes |
| Failed | It could not be sent and will not be tried again. | Credits, the address, a bounce (below) |
| Cancelled | It was stopped before sending. | Usually nothing to do |
| Not listed | It was never made. | The switches, a missing email address, an unpaid order (below) |
Causes and Fixes
The Email Is in Spam or Promotions
Shopper emails are sent from a mercayo.com address with your store's name as the sender name. Replies go to your store's Contact Email (or your account email when that is empty). A first email to a new address sometimes lands in spam or a promotions tab.
Fix: ask the shopper to search their mailbox for your store's name and look in spam and promotions. Marking it "not spam" helps later emails arrive. Your team can add the sender to their contacts.
The Shopper Gave No Email at Checkout
Checkout asks for the mobile number first; the email is optional. An order without an email gets no order emails at all, because there is nowhere to send them.
How to check: open the order on the Order Page and look at the shopper's contact details. If there is no email, nothing was sent by email. The shopper can still follow the order on their order page (from the thank-you page or Track with the order number and phone).
The Email Is Switched Off
Some emails have a switch; others always go.
How to check: open Settings › Notifications and read the pill on each message row (Always sent, On, Off, Some channels), then the settings cards:
- Shopper Emails: Order Cancelled Email, Order Delivered Email, Parcel Returned Email and Order Shipped Email (all on by default). The order confirmation always goes.
- Order Alerts: Email About New Orders, Send to the Store Owner and Also Send To (up to 5 more addresses, separated by commas). If Send to the Store Owner is off and Also Send To is empty, nobody gets the alert.
- An order cancelled automatically (not paid or not confirmed in time) sends the shopper an email only when Tell the Shopper When an Order Expires is on in Checkout and COD.
- Bag reminders and review requests follow their own pages: Bag Reminders and Reviews and Questions.
Fix: switch on what you need and press SAVE. A switch turned on now does not send emails for events that already happened.
The Order Is Not Paid Yet
For an order paid online, the order confirmation and the new-order alert go when the payment arrives, not when the shopper presses PLACE ORDER. Cash on delivery orders send at once. An order still in Awaiting payment has sent nothing yet. See Orders Not Showing.
Your Notification Credits Are Empty
Your plan includes some messages each month; after that each message is paid from your notification credits. When the bundle is used up and the balance cannot pay for a message, that message is not sent and nothing is charged. It shows as Failed, and the Notification Credits screen counts it.
Order and system emails (receipts, updates and your team's alerts) keep going for free up to a monthly allowance that Mercayo sets (100 a month by default) once your store is past its free trial; during the trial, the trial's own allowance applies. Marketing emails (bag reminders, review requests), SMS and WhatsApp messages stop until you top up.
How to check: the admin shows "Notification credits are low: ₹… left." or "Notification credits are empty. Some messages are not being sent." with OPEN. The Notification Credits screen shows Healthy, Low or Empty.
Fix: open Notification Credits and press TOP UP (only the store owner can add money: "Only the store owner can add money. Ask the owner to top up."). Messages not sent while the balance was empty are not sent later. See Notification Credits.
The Address Bounced or Marked Mail as Spam
When an email to an address bounces for good (the address does not exist or the mail server blocks it) or its owner marks a Mercayo email as spam, Mercayo stops sending email to that address, order emails included. This protects every store's emails from being treated as spam. An address that only unsubscribed from your marketing still gets its order emails; only bag reminders and review requests stop.
How to check: the message shows Failed although your credits are fine, often with an address that looks mistyped (gmial.com, a missing letter).
Fix: a mistyped address cannot be corrected on a past order. Ask the shopper for the right address for next time, and share their order page link with them meanwhile. If an address you know is real keeps failing, write to support with it.
The Store Is Not Open
While a store is suspended or closed, messages that are charged are not sent ("not sent: the store is not open"). The admin shows "This store is suspended. You can look, but changes are switched off." See Plans and Billing to pay what is due.
Emails for Your Own Account
Password Reset Code
On the sign-in page, Forgot password? sends a 6-digit code: "If an account uses name@yourbrand.in, a code is on its way. It can take a minute; check your spam folder too." For safety the page never says whether an email has an account, so a typo in the address simply sends nothing. One address gets at most 3 reset emails an hour; asking more often sends no more. See Can't Sign In.
Staff Invitations
The invitation email always goes. If a team member cannot find it, check the address you typed on Staff and Roles and their spam folder. An invitation link works for Invitations Work for (days) (7 by default, in Settings › Sign-In and Security); send a new one when it has run out.
Export Ready
The "export ready" email goes only while Email When an Export Is Ready is on in the Settings tab of Import and Export. The export is listed under Recent Exports either way.
How to Check Emails Work
- Open Settings › Notifications.
- Press PREVIEW on Order Confirmation.
- Press SEND TEST TO ME. "Test queued to name@yourbrand.in. It arrives in a minute."
- The test shows under Recent Messages with a Test pill. Tests go only to your own email, are never charged, and you can send up to ten an hour.
If your test arrives but a shopper's email did not, the problem is with that shopper's address or mailbox, not your store.
Still Stuck?
Open Help from your account menu and write to Mercayo's team. Include your store's handle, the order number, the email address that should have received it, roughly when, and what Recent Messages shows for it (a screenshot is ideal). See Contact Mercayo Support.
Questions
Can I resend an order confirmation?
There is no resend button. Shoppers can open their order at any time from the thank-you page or Track with their order number and phone, and download their invoice there.
Why do shoppers' replies not reach me?
Replies go to Contact Email in Replies on the Notifications page, or to your account email when it is empty. Check the address there.
Do emails stop when my credits run out?
Order and system emails keep going free up to the monthly allowance (100 by default) once your store is past its free trial. Marketing emails, SMS and WhatsApp stop until you top up.
Does an unsubscribe stop order emails?
No. An unsubscribe stops only marketing emails (bag reminders and review requests). A hard bounce or a spam complaint stops all emails to that address.