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You can resend a transactional order notification directly from the Order detail page in Shopify. To do this:
  1. Go to Shopify Admin
  2. Open the specific Order
  3. Press the More actions button
  4. Press Resend order notification
The Voyado Engage app will now resend the order notification.

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Which notification is sent?

The notification sent depends entirely on the current order status:
Order stateNotification sent from Engage
UnfulfilledOrder confirmation
FulfilledOrder fulfilled (shipment email)
Partially fulfilledPartial shipment email
CancelledOrder cancelled
RefundedOrder refunded
The app does not let you manually choose the notification type. Instead, it automatically evaluates the order’s current state and triggers the correct transactional event in Engage.

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Correcting incorrect email

If a customer accidentally enters the wrong email during checkout, customer service can fix this and resend the notification. There are two approaches, depending on the desired outcome:
To do this:
  1. Update the email address on the order in Shopify
  2. Click Resend order notification
What happens then is:
  • The app sends the order notification using the updated email
  • A new contact will be created in Engage using that email address (if it does not already exist)
  • The existing customer profile in Shopify remains unchanged
Use this option if:
  • The mistake only affects this specific order
  • You do not want to modify the main customer profile
To do this:
  1. Update the email address on the order
  2. Update the email address on the Shopify Customer profile
  3. Select Resend order notification
What happens then is:
  • The Shopify customer profile is updated
  • The corresponding contact in Engage is updated with the new email address
  • The order notification is sent to the corrected email
  • No duplicate contact is created in Engage
Use this option if:
  • The customer’s email should be permanently corrected.
  • You want to avoid creating a new contact in Engage.

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Receipt validation before resending

Before resending the order notification, the app performs a validation check:
Has the transaction (receipt) already been synced to Engage?
If the receipt has not been synced, the app will sync it automatically, but only if it matches your configured Receipt sync stage setting in the Voyado Engage app.

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Receipt sync stage and resend

In the Voyado Engage app settings, you will define at which stage receipts are synced:
  • At order confirmation (Unfulfilled stage)
  • At fulfillment stage
When you resend a notification, this setting will be considered.
  • If Unfulfilled, the receipt will be synced if the order is currently unfulfilled
  • If Fulfilled the receipt will only be synced if the order is currently fulfilled
This ensures that:
  • Receipt data in Engage stays aligned with your configuration
  • No receipts are synced prematurely
  • Resending a notification does not bypass your defined sync logic
If the receipt has already been synced, it will not be duplicated. For what this means in practice:
Order statusReceipt sync stageResult
UnfulfilledUnfulfilledReceipt is synced (if not already), and order confirmation email is sent
UnfulfilledFulfilledReceipt is NOT synced. Order confirmation email is still sent
FulfilledFulfilledReceipt is synced (if not already), and fulfillment email is sent