Wholesale emails not being received
When a Process Wholesale wholesale email does not arrive, the usual causes are an email that is turned off in Settings > Customer settings, an action that does not send that email, or a message filtered as spam. Process Wholesale sends four application emails: the New Wholesale Application alert to you, and the Application received, Application approved and Application rejected emails to the applicant. All four come from alerts@processwholesale.com, so add that address to your allowed senders and ask applicants to check their spam folder.
Quick checks#
- Spam folder. Check spam or junk, and allow
alerts@processwholesale.com. - The right inbox. The merchant alert goes to the store email in Shopify admin under Settings > Store details, not to your login email.
- The email is on. Process Wholesale > Settings > Customer settings > B2B customer emails: Application received, Application approved and Application rejected each have a checkbox.
- The right action. Only Accept B2B sends the approval email and only Reject B2B sends the rejection email.
- The application went through. The applicant is in Customers > Pending.
Which email is sent when#
| To | From | Sent when | Controlled by | |
|---|---|---|---|---|
| New Wholesale Application: |
Your Shopify store email | Process Wholesale, alerts@processwholesale.com |
Right after every accepted application, from a theme form or a customer account form | Always on. No setting. |
| Application received | The applicant | Your store name, alerts@processwholesale.com |
After an application. Legacy customer accounts, guest: after a short delay, once the new account exists. New customer flow, logged-in customer or customer account form: right away. | Application received checkbox (on by default) |
| Application approved | The customer | Your store name, alerts@processwholesale.com |
When you select Accept B2B on a pending customer | Application approved checkbox (on by default) |
| Application rejected | The customer | Your store name, alerts@processwholesale.com |
When you select Reject B2B on a pending customer | Application rejected checkbox (on by default) |
Replies to the customer emails go to the store email address Process Wholesale recorded when the app was installed. You can edit the subject and message of the three customer emails; see wholesale application emails and how to edit them.
You do not receive the New Wholesale Application alert#
How to confirm. Check Customers > Pending for the applicant. Then check the store email in Shopify admin under Settings > Store details.
Causes and fixes.
- The alert went to another address. Process Wholesale sends the alert to the store email set in Shopify admin. To change where alerts go, change the store email under Settings > Store details in Shopify admin. There is no separate alert address in Process Wholesale.
- The alert was filtered. Look in spam and allow
alerts@processwholesale.com. - The application did not go through. No alert is sent when the application was not accepted, for example after a captcha error, for an email that already has an account ("An account already exists with this email."), or for a customer who was already pending or wholesale. See wholesale signup form not working.
- The customer was added another way. Import customers, Return to pending and adding tags by hand in Shopify admin do not send the alert.
- The custom form shows Google reCAPTCHA (legacy customer accounts). On stores where Google reCAPTCHA was set up on the custom form earlier, guest applications from a Wholesale Custom Signup block that is set up for legacy customer accounts and has no File Upload field can reach Pending without an alert or an Application received email. Check Customers > Pending regularly and contact Process Wholesale support to change the reCAPTCHA setup.
What the alert contains. The heading "New Wholesale Application", the applicant's email, a table of submitted fields and a View In App button that opens the Customers page. For applications from a theme form, the table shows the name and email, but not the business details or file links; read those under View details on the Customers page.
The applicant does not receive the Application received email#
How to confirm. Check that Application received is checked in Settings > Customer settings and that the applicant is in Customers > Pending.
Causes and fixes.
- The email is turned off. Check Application received and save Settings.
- Legacy customer accounts timing. For a guest on legacy customer accounts, Process Wholesale waits until Shopify has created the account. It checks about 1 minute after the submission, then again about 2 and 10 minutes later. If no account exists after about 13 minutes, no email is sent.
- You already reviewed the application. If you approve or reject an applicant on legacy customer accounts before the check runs, the received email is skipped.
- The application did not go through, or the applicant was already pending or wholesale.
- Spam. Ask the applicant to check spam.
A double submission sends one received email, not two.
The customer does not receive the Application approved email#
How to confirm. Open the customer in Shopify admin. Check their email address and tags.
Causes and fixes.
- The email is turned off. Check Application approved in Settings > Customer settings and save.
- The customer was not pending before approval. The approval email is sent only when Accept B2B is used on a customer tagged
B2B_Registeration. Customers taggedB2Bby hand in Shopify admin do not get it. - The customer has no email address.
- Spam. Ask the customer to check spam.
The customer does not receive the Application rejected email#
Causes and fixes.
- The email is turned off. Check Application rejected in Settings > Customer settings and save.
- A different action was used. Only Reject B2B (on one row or in bulk on the Pending tab) sends the rejection email. Remove B2B access, Remove B2B and Return to pending never send email.
- The customer has no email address, or the message went to spam.
When no email is sent by design#
| Action | Emails sent |
|---|---|
| Import customers | None |
| Return to pending | None |
| Remove B2B access / Remove B2B | None |
| Manage discount tags, Bulk assign discount | No application emails (bulk assign sends you a results email) |
Adding B2B or B2B_Registeration by hand in Shopify admin |
None |
| An application rejected by the captcha | None |
| A guest using an email that already has an account | None |
| A customer who was already pending or wholesale submits again | None |
| Any customer email with its checkbox off | That email is skipped |
Process Wholesale also emails you when you reach 10, 25 and 50 approved wholesale customers.