Read and retry the alert log
Use Alert log to see whether the app attempted an alert and how many recipients were successfully sent a message. It is a send-event list, not an inbox-delivery guarantee or a complete subscriber list.
Find the relevant event
- 1
Open Alerts and scroll to Alert log
Use the Type filter to isolate Back in stock, Price drop, Low stock or a reminder where available. Add a Status filter when looking specifically for failures.
- 2
Match product, variant and time
Read the product and variant together. Several rows for one product can refer to different sizes. Compare the event time with your test rather than opening an unrelated old failure.
- 3
Read the recipients and status
The Recipients count represents successful recipients recorded for that event. A sent event can include several shoppers; it does not tell you that a particular person opened their inbox.
| Column | How to interpret it |
|---|---|
| When | Timestamp shown for the event. |
| Type | The alert category, used to choose the template and sending rules. |
| Product | Product title with a variant title when recorded. |
| Recipients | Recorded successful recipient count for the event. |
| Status | Sent, scheduled or failed, according to the recorded event. |
| Retry | Available on a failed row; attempts its recorded failed deliveries. |
What to do with each result
| Observation | Next action |
|---|---|
| No matching row | Check trigger eligibility and subscriber state. In hourly mode the entry may not exist until the batch job attempts the send. |
| Scheduled | Check configured send timing. It does not establish that an email has reached a provider. |
| Sent | Inspect the destination inbox, spam folder and address if the shopper cannot find it. |
| Failed with zero recipients | Check both delivery configuration and whether any recipients passed confirmation, unsubscribe and limit checks. |
Retry a recorded failure
- 1
Fix and test the cause first
For SMTP problems, open Settings → Email delivery, use Test connection and Send test. For a built-in sender problem, use Email's test and contact support if it fails.
- 2
Use Retry once
Return to the relevant failed row and click Retry. It retries failed delivery records attached to that event. It does not create new subscriptions or replay every shopper who ever saved the product.
- 3
Check the inbox and updated row
Wait for the request to finish, refresh the log and inspect the actual test inbox. A successful retry can change the status; use the inbox to verify the test rather than expecting the original recipient count to fully describe the retry.
Retry can have nothing to send
An event can fail because there were no deliverable recipients. If it has no individual failed-send record, Retry cannot manufacture one. Recheck the subscriber and run a fresh qualifying test instead of repeatedly clicking Retry.
Need help?
Open the chat bubble in the Shopify app, or contact us with your store address and what you are stuck on.