Purpose:

To troubleshoot why customers aren't receiving order status emails.

Solution:

Have you configured NRO to send order status emails?

Each of the order status emails must be turned on and configured under System / Configuration / Sales / Sales Emails.  For more information, see Defining Your Web Store Email Addresses and Configuring Status Emails Sent to Customers .


Are you uploading order information to NRO often?

NRO will only send out the emails as order information gets uploaded from NCR Counterpoint.

To include order information in your daily publishes, follow the steps below:

NCR Counterpoint - Setup > Ecommerce > Pub Codes

Once this has been configured, your order status information will get uploaded to NRO every time you publish items.