Orderly Emails ‑ Templates App

We've been happy customers of Orderly Emails for many years, which makes this review particularly disappointing to write.

On 29 March, a bug in an Orderly Emails update permanently deleted multiple collections from our Shopify store. What was most concerning was that there was no proactive communication. We discovered the issue ourselves and were left trying to understand what had happened. It was only much later that Orderly Emails acknowledged the bug, accepted that their software had caused the deletions, and confirmed the data could not be recovered.

Unfortunately, that's where the positives end.

We accepted that mistakes happen. Software bugs are an unfortunate reality, and we approached the situation patiently and professionally. We gave the company plenty of time to investigate, communicate and, most importantly, try to put things right.

Instead, every response focused on why they believed they weren't responsible. We were told we should have had backups in place, despite the fact that this incident was caused by their own bug. Backups may help recover from a failure, but they do not excuse causing it.

The most disappointing response was their suggestion that, because we had only paid a one-off fee of $39 back in 2016, they did not consider it reasonable to offer any compensation. The value of software has no bearing on the damage it can cause when something goes wrong. A low-cost app is not held to a lower standard when it comes to protecting customer data.

At no point was there any genuine attempt to reach a fair resolution. We weren't looking for a windfall. A sincere acceptance of responsibility and a meaningful gesture of goodwill would have gone a long way. Instead, every conversation felt focused on avoiding responsibility rather than looking after a long-standing customer.

The bug was disappointing. The way it was handled has completely destroyed our confidence in the company.

If you're considering this app, don't just judge it on what it does when everything works. Consider how the company responds when something goes catastrophically wrong. Unfortunately, our experience suggests that's when you'll discover what they're really like.

DO NOT.....I REPEAT....DO NOT INSTALL THIS APP!

It will delete all your collections, destroy your navigation and obliterate a decade of SEO ranking.

To make matters worse the developers are mute on any remedies or compensation even if it is a token subscription as a gesture of goodwill and apology.

A complete disgrace.

Absolutely heartbroken, since feb my traffic and sales have massively dropped! Now I have just discovered that this APP deleted hundreds of my collections creating thousands of broken links. 20 years worth of SEO - google rankings damaged! No one reached out to me, It took me to pay someone to work out the problem for us to discover the error! I cant believe they even had access to my collections via shopify! They have damaged my business beyond recognition its going to take a very long time for me to rebuild. Not even an apology! They should be paying compensation to all the businesses they have done this too! The money we have lost, the money we have had to spent and will spend - the damage is unreal and there seems to be no accountability

Just like everyone else says - it deleted our collections. There is no way to restore a backup, or even know which collections were deleted. Years of SEO and well crafted collections just deleted. Of course we wanted to remove this app and stop paying for it after this happened, and we realized how easy it is to use Claude instead of this app. Just paste in your existing notification email into Claude, give it your design guidelines if you haven't already, and then let it build something much nicer than this app does. Then just paste the code Claude gives you into your Shopify notification templates. Takes ten minutes to do all the notification emails, and a way better job (and free). We probably wouldn't have bothered doing this if this app hadn't deleted our collections.

A serious incident with significant consequences.

Following an update to the OrderlyEmails app, a bug caused multiple collections in my store to be permanently deleted. These were not temporary disruptions, but several years of carefully built collection structure, navigation logic, and SEO-related work.

The data could not be recovered — neither by the app developers nor by Shopify — and the only “solution” provided was partial information based on third-party archived snapshots, which was not sufficient to accurately rebuild what was lost.

While the team acknowledged the bug, the response was ultimately limited to referring to terms and conditions, with no meaningful support or compensation offered despite the scale of the impact.

As a merchant, this raises serious concerns about data safety, accountability, and how critical incidents are handled — particularly for apps carrying the “Built for Shopify” badge, which implies a higher level of reliability and trust.

As others have mentioned, all my categories, collections and menu structure was wiped out by a catastrophic Orderly Emails glitch.

I did a quick remap of my best sellers, but it will take days to remap the rest of my store. My sales have dropped dramatically since this happened. I removed the app from my store. Their only response, was "ooops, sorry."

I can confirm the deleted Collection pages and broken menus as reported by others. However, the most concerning aspect is how they handled this critical situation for many store owners. I was never contacted directly to inform me of the 40 deleted Collection pages and received no personal assistance. It’s clear they don’t care. They should be sued for their behaviour!

This app caused a serious issue for our store by deleting multiple collections and menu items which hurt our sales. We had no indication from its listed permissions that it should have been able to do this.

Shopify said Orderly would follow up, but their response was very weak and did not properly address the issue. I would strongly recommend not installing this app, especially given that other businesses appear to have been affected as well.

This app recently deleted multiple collections in our online store, damaging our online sales. We didn't even know that they had access to do this, which tbh looking at the permissions they did not. Its like they hacked our store in some way and then started deleting our collections which were actually product pages. Had Shopify not contacted us to tell us there had been an issue with this app we may not have noticed. Shopify said in their comms that Orderly would be in touch, they haven't. DO NOT install this app, if we didn't have a savvy Ops Mgr on board we may have taken longer to notice this issue and suffered further losses. Many businesses have been impacted.

Stay away from this app and this company at all costs. They "accidentally" deleted dozens of collections from our Shopify store which in turn broke many pieces of our website. Whats worse is they couldn't care on helping you try and recover your data. Monumental mess up. Shocking.