---
title: "Customer doesn’t receive confirmation email"
canonical: "https://ingrid-support.refined.site/space/KB/389021723/Customer%20doesn%E2%80%99t%20receive%20confirmation%20email"
format: markdown
---
**Symptoms:**

- Return registered successfully but customer reports no email received
- Email confirmation not arriving within 5-10 minutes

**Root Causes:**

1. **Email in spam folder**
  - Ingrid emails marked as spam by customer’s email provider
  - Domain reputation issue
2. **Wrong email address**
  - Typo in email during order placement
  - Customer using different email than order confirmation
3. **Email delivery failure**
  - Customer’s email server rejecting Ingrid emails
  - Inbox full or quota exceeded
4. **Email template not configured**
  - Return confirmation email template disabled
  - Email integration misconfigured

**Resolution Steps:**

1. **Check Spam Folder:**
  - Ask customer to check spam/junk folder
  - Search for emails from “@ingrid.com” or “@turnr.se”
  - Add Ingrid to safe senders list
2. **Verify Email in Back-office:**
  - Open return case in Returns Back-office
  - Check “Communications” or “Emails sent” section
  - Verify email was sent (timestamp and status)
  - Check for delivery errors (bounces, rejections)
3. **Resend Email:**
  - In Returns Back-office, open return case
  - Click “Resend email” or “Resend return confirmation”
  - Verify customer receives after resend
4. **Provide Status Page Link:**
  - Copy status page URL from Back-office
  - Send URL to customer via support channel
  - Customer can access return label and info via status page
5. **Check Email Configuration:**
  - Navigate to Settings → Email Templates
  - Verify “Return Confirmation” template is enabled
  - Test email sending with internal email address