Send emails with links for orders
Most emails go out automatically. Sometimes you need to send one yourself: a customer lost theirs, an order was imported, or a status rule held delivery back and you have decided to release it.
Send to one customer
- Click Filemonk in the left menu of your Shopify admin.
- Click Orders in the app's menu and open the order.
- Click Send email.
An Email sent confirmation appears. It goes to the address on the order, using your normal template.
Send to several customers
- In the Orders list, select the orders.
- Choose Send emails.
- Confirm. The dialog shows how many orders are included, and this cannot be undone.
Check the selection before confirming. Selecting a filtered list and confirming without reading is how stores accidentally email hundreds of past customers.
Other ways customers can get their links
| Route | When |
|---|---|
| Copy link on the order | The order has no email address, or you want to send it yourself. See Send download links for orders without an email |
| The customer account page | They can find every order themselves. See Let customers download from the account page |
| Notify buyers on a product | Everyone who bought a product needs a new link. See Send new download links after updating a product |
Check your setup
After sending, use See email history on the order to confirm it went and to which address. Download history then shows whether they used it. See See download history for an order.
Troubleshooting
Send email does nothing
The order has no email address. Add one in Shopify and re-sync, or send the link yourself. See Send download links for orders without an email.
It shows as sent but the customer has nothing
Check the address in the email history against what the customer expects, then have them look in spam. If your sender is not authenticated, spam is likely. See Change the From address.
I sent to the wrong orders
Sent email cannot be recalled. If the links are valid, the practical fix is a short apology; the recipients can simply ignore it.
The email arrived but the link doesn't work
Sending is fine, access is not: limits used up, access disabled, or unmet EU consent. See Troubleshoot a single order.
FAQ
Does re-sending reset download limits?
No. It sends the same link to the same order. If they have run out, reset the limit too. See Reset download limits for an order.
Can I change the message for one send?
Not for a single order, which uses your standard template. The notify-buyers flow lets you edit the subject and body for that send. See Send new download links after updating a product.
Does it count towards my plan?
Emails are not what is metered. Orders and bandwidth are. See Usage alerts.
Can I send to a different address?
Change the address on the order in Shopify, re-sync, then send.
Related guides
- Manage your digital orders, to find the orders.
- Send download links automatically, so you do this less often.
- Troubleshoot a single order, when sending is not the problem.
