Help a customer who didn’t get their purchase email

Open the order

1. Open Storefront → Orders. Choose the customer’s order to see Order details.
2. Compare Payment, Access, and Email delivery. A payment can still be pending even when you see an order. If Access is pending, wait for confirmation before promising the customer their download.
3. If Access shows ready, choose Resend access email. Ask the customer to check the inbox and spam folder for the address shown on the order.

If resending doesn’t resolve it

The customer can request a fresh link from My purchases using the same checkout email. If they entered the wrong address, check the order details before sharing any files. Contact Genesize support with the order number if you need help.

Resending uses the checkout email on the order. Don’t ask the customer for card details or send their private purchase link to another address.