Customer email missing from an order
The order arrived without a customer email, so delivery is on hold. Add the address and delivery resumes itself.
Symptom: an order shows a critical Email missing badge in the order list, its status reads On hold or Unfulfilled, and the order detail opens with a red Email missing banner. The timeline carries an error event: "Digital delivery email failed to send. Customer email missing!"
Cause
Shopify didn't capture a customer email on this order. This is common with draft orders, some phone orders, and certain accelerated checkouts. Tuneboom delivers by email, so rather than fail the order it holds it, before any download links are created or anything is marked fulfilled. The money is captured; the delivery is simply parked, waiting for an address.
This is a deliberate safety: nothing is lost, nothing needs to be refunded or re-ordered.
Fix
Open the order. The banner reads: "Before fulfilling this order, please add the email address associated to this customer." Press Add email to order, or press Add email on the timeline's error event; both open the same dialog.
In the Add email address to order dialog, enter the customer's address and press Add email.
That's the whole fix. As the banner promises: "Once the email has been added, we will automatically fulfill your order." Tuneboom releases the hold, creates the download links, fulfills the order on Shopify, and sends the delivery email. No further action, no manual fulfillment.
Notes
- The address is set once. An order that already has an email can't have it changed through this dialog. If the customer gave a wrong address, correct it on the order in your Shopify admin, then use Resend email. See Managing orders.
- Where to find the address: check the order in your Shopify admin (phone number, shipping details) or your own correspondence with the buyer. The Fan and Contact information panels on the order detail show everything Shopify captured.
- How the hold fits into delivery: see How delivery works.