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.

Genau das, was man sucht, wenn einem die Standardmails von Shopify nicht gefallen. Der Fehler mit den gelöschten Collections wurde behoben und man kann easy eine große Auswahl an Vorlagen bearbeiten. Eine klare Aufwertung der Emails an die Kunden - passend zur eigenen Marke.

We have been long‑term customers of Orderly Emails, but an incident on Monday at approximately 00:30am caused severe and immediate damage to our business. We tried to provide the company the opportunity to make it right by their mistake; however, sadly we had no choice by their poor handling to write this review.

Due to a bug in the Orderly Emails app, our collections were deleted, which caused our entire website to stop displaying products to customers. As a result, we experienced zero sales, suffered significant revenue loss, and were forced to urgently hire a Shopify expert at our own expense just to get our store operational again.

According to Orderly Emails’ own support team, the incident occurred because a bug in their app unintentionally deleted collections. This was verified in the Shopify store logs. These deletions were executed as “valid API calls,” meaning there were no error logs, no rollback mechanism, and no record of what was deleted. They confirmed they have no copy of our data, are unable to restore anything, and that recovery depended entirely on us and they were not willing to help.

The communication and incident response were completely unacceptable.
Customers reported the issue to our support team and when we made contact with this developers live chat, they already knew of the incident and said they notified Shopify but didn't think it was important to notify their own customers via email.

We received no proactive email notification when the incident occurred. The only public acknowledgment appeared approximately 15 hours later in the form of a small banner within their chat widget, which many merchants would never notice. During this time, we were left chasing support while our store was broken and actively losing revenue. Despite the severity of the incident, there was no direct outreach, no remediation plan, and no clear ownership taken.

In terms of accountability and leadership, we requested a video call with the founder and CEO, who according to their own advice is also responsible for coding decisions. This request was declined, with the explanation that they only offer email support. For an incident that took down live stores, deleted merchant data, and cost businesses real money, this response demonstrates a complete lack of accountability.
Despite a confirmed bug on their side, proven financial losses, and emergency costs incurred to fix their mistake, Orderly Emails refused to discuss compensation of any kind.

There are also serious concerns about development and testing practices. In the company’s own blog, the founder mentions using AI tools (such as Cursor AI) for coding. This raises an unavoidable and serious question: was this destructive code properly reviewed, tested, and safeguarded before being executed on live merchant stores? If an app can delete core store data, lacks an audit trail, has no rollback mechanism, and pushes untested cleanup processes to production, it should not be trusted with live commerce infrastructure.

This was not a minor bug. It was a business‑crippling incident, handled with poor communication, no recovery tools, no accountability, no compensation, and no leadership involvement. If your store relies on collections, products, or uptime, think very carefully before installing this app. When something goes wrong, you are entirely on your own.