Quick answer: Customer order confirmations and staff new-order alerts are separate Shopify notifications. If customers receive confirmations but staff receive nothing, add or reactivate the recipient under Settings → Notifications → Staff notifications.
The real symptom
Orders appear normally and customers receive confirmations, but the merchant, warehouse, or staff member receives no new-order email.
Likely causes
- No staff recipient was added.
- The recipient is turned off.
- The recipient is scoped to a different location.
- The email address is wrong or filtered.
- The merchant edited the customer email template instead of staff notification recipients.
Confirmed Community fix
A long-running Community answer resolves this by adding the merchant under staff order notification settings. The key distinction is that the customer confirmation template does not control internal staff recipients.
Exact admin path
- Go to Settings → Notifications.
- Open Staff notifications.
- Under Recipients, click Add recipient.
- Select a staff member or enter an email.
- Select relevant locations.
- Enable New order notification.
- Save.
Simple checks
Open an existing recipient and confirm New order is selected, the right locations are included, and the recipient is active. Then inspect spam, promotions, and quarantine folders.
Do not do this
Do not keep editing the customer Order confirmation Liquid template to fix a missing staff alert.