Email tracking shows you whether each download email was delivered, opened, or bounced — per order, in Fileflare’s admin. Useful when a customer claims they didn’t receive their files (you can check whether the email was opened) and for spotting deliverability issues before they become support tickets.
Available on the Growth plan and higher. Tracking only works when you’re using Fileflare’s default sending domain (noreply@digital-downloads.com). If you’ve connected your own SMTP provider, tracking moves to your provider’s dashboard.
When you’d use this
- A customer says they didn’t get the email — you can verify it was sent and whether they opened it.
- You’re chasing down chargebacks where customers claim non-delivery; tracked opens are evidence.
- You’re investigating bounce rates or spam-folder placement before launching a campaign.
Where to find it
- Open Fileflare from your Shopify Apps menu.
- Go to Orders and click an order number.
- Scroll to Email Tracking.
What you can see
- Email type — fulfillment (the standard download email), file update, or release-date.
- Sent — whether Fileflare actually dispatched the email.
- Opened — whether the customer opened it.
- Bounced — if the email was rejected by the recipient’s mail server (full mailbox, invalid address, blocked sender).
Tracking takes about 5 minutes to update on the order page — the email system has to roundtrip the open/bounce signal back to Fileflare.
Common issues
- No tracking data on an order — confirm the email was actually sent. If Sent shows blank, the order may not have been Paid yet, or Fileflare emails are disabled in Settings → Emails.
- “Opened” stays at 0 — some email clients (Apple Mail with privacy protection, some corporate clients) block open tracking by design. Absent open data isn’t proof the email wasn’t received.
- I’m using SMTP and tracking is empty — by design. Fileflare’s tracking layer only runs on the default sender. Use your SMTP provider’s dashboard (Postmark, SendGrid, etc.) for tracking on outbound emails.
- Bounce shown but customer says they got it — possible the email retried successfully after the first bounce. Look at all entries for the order.