---
title: "Customer did not receive their order refund/cancellation email confirmation"
slug: "customer-did-not-receive-their-order-refundcancellation-email-confirmation"
description: "Trouble with order refunds? Find out why your customers may not be receiving email notifications and how to fix it."
updated: 2024-12-07T22:18:54Z
published: 2025-01-30T20:02:03Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer did not receive their order refund/cancellation email confirmation

When an Agent processes an order or refund request through [Shopify Actions](https://help.gladly.com/docs/order-refund-discount-and-cancellation-through-shopify-actions#cancel-refund-order) and selects the *Send a notification to the customer* box, the email notification is sent from Shopify and not from Gladly.

We recommend working with the Shopify technical support team if your Customer is not receiving the order cancelation or refund notification in their email.