Troubleshooting order confirmation emails not sending

If your order confirmation emails are not sending from SimplePart, the issue may be related to how your send to and send from email addresses are configured.

Common cause: Same address used for sending and receiving

If both fields are set to the same address, your mail system may block the message. Many email servers do not allow an automated message to be sent from and delivered to the same address, as this can appear suspicious or trigger security filters.

If you’re using a distribution group

If your email is actually a distribution group, this can also prevent confirmations from sending. Distribution groups are often configured as receive-only, meaning they cannot send outbound mail unless your IT team explicitly enables it.

When a distribution group is used as the “send from” address, your server may refuse to send the email, causing the order confirmation to fail.

How to fix it

You can resolve the issue by using one of these options:

Option 1: Use a dedicated mailbox

Use an actual mailbox (e.g., [e-mail]), not a distribution group, as the “send from” address.

Option 2: Update your distribution group settings

Have your IT team confirm that the group is allowed to send outbound messages and adjust permissions if needed.

Option 3: Check email system policies

Ask your IT team to confirm whether automated messages are allowed to be sent from and to the same address. If not, updating that policy or selecting a different “send from” address will resolve the issue.

After updating your settings

Once adjustments are made, test by placing a small order to confirm the order confirmation email sends successfully.

If you haven’t set up SendGrid yet

If you’re using SimplePart’s email functionality but SendGrid is not yet configured, your order confirmation emails may fail entirely or work inconsistently.

Setting up SendGrid ensures:

• Your emails are authenticated, reducing the chance of being blocked or sent to spam

• Your “send from” address is properly validated

• High-volume and automated messages (like order confirmations) are delivered reliably

If you’re unsure whether SendGrid is set up—or you need to complete your setup—follow the steps in our guide:

➡️ Setting up SendGrid

Our Support team can also confirm whether your domain is fully configured. 

Need help?

Our in-house Client Services team is available Monday-Friday, 8 a.m. to 8 p.m. EST to help you with any questions or issues. You can reach us in the following ways:

👉 Submit a request through this support form

📞 Call us at 1 [phone]

📧 Email us at [e-mail]

We’re ready to help you get the most out of your SimplePart experience!