1. Open the order and look at Customer updates (on the phone, What they were told). Each line says what was sent, to which address, and how it went: sent, waiting to go out (updates wait about a minute), retrying, or not delivered with the reason the email service gave.
2. Sent means the email service accepted it; Supligo cannot see their inbox. Ask them to look in spam or junk for mail from your company name followed by via Supligo. An address that does not exist bounces: Supligo then stops emailing it for 90 days, and someone who marked an email as spam is not emailed again. Correct the address, or add another person (step 3).
3. Nobody listed, or the wrong address? Open the customer. Under People, only someone with an email and Order emails ticked is emailed. Add a person if needed. To correct someone's email, press Change beside them (on the phone, tap the person, then Edit).
4. There is no button to send an order update again. For a delivered order, open its Order summary and press Share link (on the phone, under More actions): the link opens that order summary only, to view, print or save as a PDF. Send it yourself. For online ordering, press Link (or Invite) next to the person and send them their own link yourself — it stays the same until you reset it.
Order updates go to customers by email.
Still stuck? Signed in to Supligo, open Help: ask your question and get an answer in seconds, or talk to a person.