My customer isn't getting a tracking email

Common causes:

• The email address is missing from the order or has a typo.
• The tracking notification is switched off in the settings.
• The email has ended up in the customer's spam folder.
• The tour hasn't started yet – the email only comes then.

What to do:

1. Open the order and check the email address.
2. Under Settings (select the pharmacy at the top left) → Email & tracking, check that the tracking email is active.
3. Ask the customer to check their spam folder.
4. Alternatively, give the customer the tracking number or tracking link directly.

→ In detail: How do my customers get shipment tracking?

Updated on: 04/11/2026