If you're set up but your customers don't seem to be getting reorder emails, work through this checklist. Most causes fall into one of these buckets.
✅ 1. Check that reorder emails are switched on
In the Easy Reorder app, go to Emails → Overview and confirm:
The Send reorder emails switch is on
At least one email in your sequence is set to Active (not Draft). Go to Emails → Sequence to check. If none are active, you'll see a warning banner on the Overview and Sequence tabs, and no reminders are scheduled at all.
If an email is a Draft, it won't send to real customers. Only test emails go out. To change it, open the menu on that email and choose Set as active.
🎯 2. Check who gets reorder emails
Go to Emails → Settings and look at Who gets reorder emails:
Every customer, automatically and Every customer, and customers can pick their own date both send automatic reminders.
Only customers who pick a date sends nothing automatically. Only customers who pick a date in the reminder widget get emails, starting on that day. If this is selected and nobody has picked a date, nobody will get an email.
More in Who gets reorder emails.
📦 3. Check the product configuration
Go to the Products page and find the product you expect a reminder for:
Look at the Reminders column. Disabled, Skipped or Excluded: tag means no reminder goes out for that product.
Check Reminder after. It shows how many days after the order the reminder goes out ("Default: N days" until you change it).
Has enough time passed since the customer's original order?
If the reminder is set for 30 days and the customer ordered yesterday, the email won't go for another 29 days.
👤 4. Check the customer
Open the customer's page in Shopify admin:
Do they have a tag listed under Excluded customer tags (Emails → Settings → Sending rules)? If so, they're intentionally excluded.
Did they unsubscribe, mark a reminder as spam, or does their address bounce for good? Any of these means they are never emailed again, and their reminders show as skipped (unsubscribed). There's no list of opted-out customers in the app, so check the reminder's reason on the Queued tab or Activity log. The list is kept if you uninstall and reinstall, so a reinstall won't bring them back.
Is the product out of stock? Reminders check the exact variant the customer bought. If it's out of stock, the reminder waits and shows Waiting for stock (since {date}) on the Queued tab. It sends once the variant is back, and is skipped as Out of stock if it's still unavailable after 14 days.
Was their original order a subscription order? Subscription orders are skipped automatically, since your subscription app handles those reminders.
Did another reorder email go out recently? Minimum days between emails (Emails → Settings → Sending rules) limits how often one customer is emailed, and the next email waits until that many days have passed.
Has the customer already reordered? Reminders for a product stop as soon as the customer orders it again.
📬 5. Check Queued and the Activity log
In Emails → Queued you'll see the reminders coming up. Use the filters (Upcoming (pending + held), Pending, Held, Sent, Cancelled, Skipped, All statuses) to find the one you're looking for. Held, cancelled and skipped rows show the reason, for example "Waiting for stock (since {date})", "Out of stock", "Excluded customer tag", "Product has an excluded tag", "Customer reordered", "Rate limited" or "Emails turned off".
In Emails → Activity log, every email that was sent, skipped or cancelled is listed. Use the filters All, Sent, Opened, Clicked, Ordered, Skipped and Cancelled, and you'll usually see exactly what happened to a customer's email.
If you only turned emails on recently, orders placed before that may not have been picked up yet. On the Overview tab, use Backfill reminders to queue reminders for older orders.
📨 6. Check spam and promotions
Sometimes emails are sent and delivered, but they land in the customer's spam folder or Gmail Promotions tab. Ask the customer to:
Check spam / junk
Check the Promotions tab (Gmail)
Add your sender address to their contacts so future emails go to the inbox
If many customers report spam issues, see Emails are going to spam. It usually means you need to set up your custom sending domain.
🔄 7. Recently changed something?
If reminders worked before and recently stopped:
Did you turn off the Send reorder emails switch?
Did you change the excluded tags?
Did you switch an email from Active to Draft?
Did you change Who gets reorder emails?
Did your custom sending domain stop verifying?
Did Shopify push an update that affected webhooks? (Rare, but it happens. Contact us if you suspect this.)
💡 Pro Tip: send a test email
If you can't figure out what's wrong, send yourself a test email. On the Emails page, choose Send me a test at the top, or use Send test in the email editor. If the test arrives but real reminders don't, the issue is with your product or customer settings. If the test doesn't arrive either, the issue is with email delivery, so check your sending domain.
🆘 Still stuck?
Reach out and include:
The customer's email address
The product they should have been reminded about
The expected send date
A screenshot of your Activity log
You can contact us from Settings → Help and support. We can usually find the issue within minutes.
Still have questions? Get in touch and we'll help.