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Troubleshooting missing confirmation emails

edited Feb 12, 2008 1:26PM in Web Site / E-Commerce 4 comments

I've just been alerted to a situation, but I don't know how to begin to investigate the cause.

SOME of our website customers have complained that they aren't receiving confirmation emails after placing their order. Of course, due to spam blocking and incorrect email entry, this has always happened occasionally, but our customer service reps believe the reports have recently increased to a level beyond the norm.

I don't really know where to begin looking for a problem, though. I hate to ask our customer support reps to grill these customers for too much information -- they just want to buy a watch band, not get involved in a technical support issue. Can anyone advise on what I should look for, or what SIMPLE questions we can ask these customers to try to pinpoint the issue?

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