My customer has not received their SMS or Email notifications

If your customer was expecting an SMS or email notification, but claims it has not been received, please check the following:

 

SMS notifications

  • Please ensure the phone number is a correct mobile phone number and not a landline 
  • We are not able to send notifications to phone numbers longer than 30 characters
  • Please check you have selected 'SMS notification' when applying postage to your order, and that your chosen postage service allows SMS notifications. 

Email notifications

  • Please ensure the email address is valid
  • Check that the email has not gone into your customer's spam folder, or has been marked as 'junk'
  • Please check you have selected 'Email notification' when applying postage to your order, and that your chosen postage service allows email notifications
  • If your order originally came from an Amazon marketplace, the order may contain an Amazon marketplace email address. Unfortunately, we are not able to send email notifications to such addresses
  • We are not able to send email notification to email addresses longer than 60 characters.