New Order Reply

  • Resolved andystripe

    (@andystripe)


    6 years, 6 months ago

    Hello,

    I have an issue with the reply to New Order email

    Normally if you reply to a New order email the field “reply to” will be field with the customer email address (I have a domain I use for testing themes and plugins and Woocommerce New order email works this way)

    I’m working on an e-commerce site for a customer and when you receive a New order email and you reply the field “reply to” is filled with the email address I put in the setting under Woocommerce > Settings > Email > Email sender options > From address

    Anybody experienced the same problem? Or have an idea of where to start to fix the issue?

    Many thanks

Viewing 12 replies - 1 through 12 (of 12 total)
  • Dan Wich (MailMechanic)

    (@mailmechanic)

    6 years, 6 months ago

    Are they using any SMTP plugins or third-party mail delivery that might be setting its own from/reply-to? You could also download the plugins directory (and functions.php) and do a text search on it for anything hooking woocommerce_email_headers.

    Plugin Support Riaan K.

    (@riaanknoetze)

    6 years, 6 months ago

    @mailmechanic took the words from my mouth 🙂

    Thread Starter andystripe

    (@andystripe)

    6 years, 6 months ago

    Hi guys,

    thank for your answers

    I’m not using a SMTP plugin or mail delivery system, the only plugin that I installed that deliver email is “Abandoned Cart Lite for Woocommerce”

    If I understood you suggest to download a plugin called Directory and search for “woocommerce_email_headers”?

    Many thanks

    Andrea

    Dan Wich (MailMechanic)

    (@mailmechanic)

    6 years, 6 months ago

    Do you have (S)FTP access to the customer’s site? If so, I’m suggesting:

    1. Downloading wp-content/plugins
    2. Downloading wp-content/themes/YOURACTIVETHEME/functions.php
    3. Doing a text-search of those for woocommerce_email_headers
    4. If that turns anything up, try disabling the corresponding plugin (or code block in functions.php)

    If you don’t have access to do that, we still might be able to spot something if you post your System Status Report (WooCommerce > System Status > System Report).

    Thread Starter andystripe

    (@andystripe)

    6 years, 6 months ago

    Hi Dan,

    thank you very much everything is super clear

    This evening (EU time) I do what you explained and let you know

    Thanks, Andrea

    Thread Starter andystripe

    (@andystripe)

    6 years, 6 months ago

    Hi Dan,

    I did the research for woocommerce_email_headers

    1) in the wp-content/themes/YOURACTIVETHEME/functions.php and nothing came up
    2) in the wp-content/plugin and I found the code twice in woocommerce core plugin files

    The first is in: plugin/woocommerce/includes/emails/class-wc-email.php
    The second is in: plugin/woocommerce/includes/class-wc-emails.php

    I also report here System Status Report bellow, it might be useful

    Thanks, Andrea

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    Dan Wich (MailMechanic)

    (@mailmechanic)

    6 years, 6 months ago

    Huh, none of that seems suspicious.

    I’m down to one last guess: is the customer’s billing email or first/last name not set on the order? That’s another way the reply-to is bypassed.

    Thread Starter andystripe

    (@andystripe)

    6 years, 6 months ago

    Hi Dan,

    thank you very much with your advice I solved the issues!!

    I’m using the plugin Check-out Fields Editor to personalise the check-out page and instead of the fields First and Last Name I was using the Full Name

    Putting back in place First and Last name fields it is possible again answer directly to the customer reply to New Order Email

    Thank again for your help!

    Andrea

    Dan Wich (MailMechanic)

    (@mailmechanic)

    6 years, 6 months ago

    Glad it worked, it was my last idea!

    If losing the full name field causes any problems for the customer, you could look at filtering woocommerce_email_headers yourself to set the reply-to.

    Thread Starter andystripe

    (@andystripe)

    6 years, 6 months ago

    Hi Dan,

    it is fine, I put a full name field instead of the first and last name just to reduce the number of the field in the page

    Thanks again for your help

    Andrea

    Plugin Support Fernando a11n

    (@fhaps)

    Automattic Happiness Engineer

    6 years, 6 months ago

    It sounds like you got to the bottom of this issue, with the help of Dan. I’m going to mark this as resolved now, but if you have any further questions, you can start a new thread.

    Thread Starter andystripe

    (@andystripe)

    6 years, 6 months ago

    Yes with Dan advice I solved the issue

    Ok Fernando, thanks

    Andrea

Viewing 12 replies - 1 through 12 (of 12 total)

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