Customers Not Receiving Emails

Rivio B2B Registration Forms can send Customer Confirmation Emails after a customer submits an application or when their application status is updated. If customers are not receiving these emails, the issue may be related to email settings, the customer's email address, spam filters, or email delivery.

Follow the steps below to identify and resolve common customer email issues.

Check Customer Confirmation Email Settings

First, make sure Customer Confirmation Emails are enabled for the form.

1. Open Rivio B2B Registration Forms from your Shopify Admin.
2. Go to Forms.
3. Open the form for which customers are not receiving emails.
4. Go to the Customer Confirmation Emails settings.
5. Make sure customer email notifications are enabled.
6. Review the email subject and message.
7. Save the changes.

Check the Customer's Email Address

Make sure the customer entered a valid email address when submitting the form.

Check that:

• The email address is entered correctly.
• There are no spelling mistakes.
• There are no unnecessary spaces.
• The email address belongs to the customer.

If the email address is incorrect, the customer will not receive the notification.

Check the Form Submission

Make sure the customer's application was successfully submitted.

Go to:

Rivio B2B Registration Forms → Submissions

Find the customer's application and verify that the submission is recorded.

If the application does not appear, the issue may be related to the form submission rather than email delivery.

Check the Application Status

Some customer emails may be sent only when an application reaches a specific status, such as Approved or Rejected.

Open the submitted application and check its current status.

If the email is configured to be sent after approval, make sure the application has been approved before expecting the customer to receive the email.

Check the Customer's Spam or Junk Folder

Email providers may sometimes move automated emails to spam or junk folders.

Ask the customer to check:

• Spam folder
• Junk folder
• Promotions folder
• Other filtered folders

If the email is found there, ask the customer to mark it as Not Spam or add the sender to their trusted contacts.

Send a Test Submission

To determine whether the issue affects a specific customer or all customers, submit a test application.

1. Open your storefront.
2. Submit the form using a valid test email address.
3. Confirm that the submission appears under Submissions.
4. Check the test email inbox.
5. Check the spam or junk folder.

If the test email is received successfully, the issue may be related to the original customer's email provider or email address.

Check Customer Email Settings

Review the Customer Confirmation Email configuration and make sure:

• Customer notifications are enabled.
• The correct form is selected.
• The email content is configured correctly.
• The latest changes have been saved.

If you recently changed the settings, submit a new test application after saving the changes.

Check Email Delivery

If the submission appears in the app but the customer does not receive the email, the email may have been filtered or blocked by the customer's email provider.

Ask the customer to check whether their email provider has blocked or quarantined the message.

For business email addresses, the company's email administrator may also need to check their email security and filtering settings.

Check Different Email Providers

Try submitting a test application using different email providers, such as a personal or business email address.

This can help determine whether the issue is specific to a particular email provider.

Contact Support

If customers still do not receive confirmation emails after checking the above settings, contact the Rivio B2B Registration Forms support team.

Provide:

• Your Shopify store URL
• The affected form name
• The customer's email address
• The application submission date and time
• The application's current status
• A screenshot of the Customer Confirmation Email settings
• Whether the submission appears under Submissions
• Any error message received

This information can help the support team investigate the email delivery issue more quickly.

Summary

If customers are not receiving emails, first check that Customer Confirmation Emails are enabled and that the customer's email address is correct. Then verify the application submission and status, and ask the customer to check their spam or junk folder.

If the issue continues, test the form with another email address or email provider. If submissions are recorded but emails are still not received, contact support with the relevant details.