Customer confirm & status changing emails not sending.

Resolved Joe
(@joeyboi)

1 year, 8 months ago
Hi,

We are setting up a new site, and the issue that we encounter is that after placing a test order the confirmation email doesn’t arrive at the customers email address. I as an admin do receive a confirmation email of a new order. Order status changing emails also do not send. Although, if we open an order and pick ‘Send order detail to customer’ under the ‘Order Action’ tab, it works. Customer receive this email.

The following are of relevance:
- WE have set up SPF record, DKIM and DMARC
- We have installed a SMTP plugin. If I sent a ‘testmail’ with the plugin it succesfully arrives.
- WE checked the settings of the emails in woocommerce and the box for sending an email is enabled
- Contacted the host of my website to check DNS settings. All was ok. Another of our sites (same setup, same provider, same email client) works fine.
 -Installed WP mail logging. In the log I can see that the confirmation e-mails to the admin have been sent but the order confirmation e-mails to the customer are not logged.
- We are currently using Storefront theme.
- Tested with a Different Email Addresses
- WE have used ‘Local Pickup’ as shipping choice – no luck.
- We have tested Blocksy and Nexter as themes. Not sure if this caused it. (a previous test site on which we did not test Blocksy and Nexter is working correctly).
Hope you can assist.
Joe

Sysems report and error log below:

` WordPress Environment WordPress address (URL): https://foodfest.shop Site address (URL): https://foodfest.shop WC Version: 9.1.2 Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site. Action Scheduler Version: ✔ 3.7.4 Log Directory Writable: ✔ WP Version: 6.6 WP Multisite: ✔ WP Memory Limit: 2 GB WP Debug Mode: – WP Cron: ✔ Language: en_GB External object cache: – Server Environment Server Info: LiteSpeed PHP Version: 8.1.26 PHP Post Max Size: 2 GB PHP Time Limit: 360 PHP Max Input Vars: 5000 cURL Version: 7.87.0 OpenSSL/1.1.1w SUHOSIN Installed: – MySQL Version: 10.11.8-MariaDB-cll-lve Max Upload Size: 3 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ Database WC Database Version: 9.1.2 WC Database Prefix: wp_ Total Database Size: 62.72MB Database Data Size: 41.03MB Database Index Size: 21.69MB wp_woocommerce_sessions: Data: 0.06MB + Index: 0.02MB + Engine InnoDB wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + 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Number of Decimals: 2 Taxonomies: Product Types: external (external) grouped (grouped) simple (simple) variable (variable) Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog) exclude-from-search (exclude-from-search) featured (featured) outofstock (outofstock) rated-1 (rated-1) rated-2 (rated-2) rated-3 (rated-3) rated-4 (rated-4) rated-5 (rated-5) Connected to WooCommerce.com: ✔ Enforce Approved Product Download Directories: ✔ HPOS feature enabled: ✔ Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore HPOS data sync enabled: – Logging Enabled: ✔ Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2 Retention period: 30 days Level threshold: – Log directory size: 51 KB WC Pages Shop base: #6 – / Basket: #7 – /cart/ – Contains the woocommerce/cart block Checkout: #8 – /checkout/ – Contains the woocommerce/checkout block My account: #9 – /my-account/ Terms and conditions: ❌ Page not set Theme Name: Storefront Child Version: 1.0 Author URL: https://woo.com Child Theme: ✔ Parent Theme Name: Storefront Parent Theme Version: 4.6.0 Parent Theme Author URL: https://woocommerce.com/ WooCommerce Support: ✔ Templates Overrides: storefront-child/woocommerce/emails/admin-new-order.php storefront-child/woocommerce/emails/customer-on-hold-order.php storefront-child/woocommerce/emails/customer-processing-order.php Admin Enabled Features: activity-panels analytics product-block-editor coupons core-profiler customize-store customer-effort-score-tracks import-products-task experimental-fashion-sample-products shipping-smart-defaults shipping-setting-tour homescreen marketing mobile-app-banner navigation onboarding onboarding-tasks product-custom-fields remote-inbox-notifications remote-free-extensions payment-gateway-suggestions shipping-label-banner subscriptions store-alerts transient-notices woo-mobile-welcome wc-pay-promotion wc-pay-welcome-page launch-your-store Disabled Features: experimental-blocks minified-js pattern-toolkit-full-composability product-pre-publish-modal printful settings async-product-editor-category-field product-editor-template-system Daily Cron: ✔ Next scheduled: 2024-07-17 22:10:00 +12:00 Options: ✔ Notes: 73 Onboarding: – Action Scheduler Complete: 670 Oldest: 2024-06-18 07:53:47 +1200 Newest: 2024-07-18 09:24:25 +1200 Failed: 981 Oldest: 2024-06-07 15:28:44 +1200 Newest: 2024-07-18 09:08:46 +1200 Pending: 7 Oldest: 2024-07-18 10:08:46 +1200 Newest: 2024-07-23 11:51:05 +1200 Status report information Generated at: 2024-07-18 09:35:11 +12:00 `

Error Log

2024-07-01T00:37:21+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:59},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:37:33+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:59},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:38:12+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:60},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:48:49+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:63},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:49:34+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:62},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:50:24+00:00 CRITICAL syntax error, unexpected end of file, expecting “elseif” or “else” or “endif” CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:61},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}

What we’ve tried so far:
- WE have set up SPF record, DKIM and DMARC
- We have installed a SMTP plugin. If I sent a ‘testmail’ with the plugin it succesfully arrives.
- WE checked the settings of the emails in woocommerce and the box for sending an email is enabled
- Contacted the host of my website to check DNS settings. All was ok. Another of our sites (same setup, same provider, same email client) works fine.
 -Installed WP mail logging. In the log I can see that the confirmation e-mails to the admin have been sent but the order confirmation e-mails to the customer are not logged.
- We are currently using Storefront theme.
- Tested with a Different Email Addresses
- WE have used ‘Local Pickup’ as shipping choice – no luck.
- We have tested Blocksy and Nexter as themes. Not sure if this caused it. (a previous test site on which we did not test Blocksy and Nexter is working correctly).
- If we open an order and pick ‘Send order detail to customer’ under the ‘Order Action’ tab, it works. Customer receive this email.
Hope you can assist. Sysems report and error log below:

` WordPress Environment WordPress address (URL): https://foodfest.shop Site address (URL): https://foodfest.shop WC Version: 9.1.2 Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site. Action Scheduler Version: ✔ 3.7.4 Log Directory Writable: ✔ WP Version: 6.6 WP Multisite: ✔ WP Memory Limit: 2 GB WP Debug Mode: – WP Cron: ✔ Language: en_GB External object cache: – Server Environment Server Info: LiteSpeed PHP Version: 8.1.26 PHP Post Max Size: 2 GB PHP Time Limit: 360 PHP Max Input Vars: 5000 cURL Version: 7.87.0 OpenSSL/1.1.1w SUHOSIN Installed: – MySQL Version: 10.11.8-MariaDB-cll-lve Max Upload Size: 3 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ Database WC Database Version: 9.1.2 WC Database Prefix: wp_ Total Database Size: 62.72MB Database Data Size: 41.03MB Database Index Size: 21.69MB wp_woocommerce_sessions: Data: 0.06MB + Index: 0.02MB + Engine InnoDB wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + 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Number of Decimals: 2 Taxonomies: Product Types: external (external) grouped (grouped) simple (simple) variable (variable) Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog) exclude-from-search (exclude-from-search) featured (featured) outofstock (outofstock) rated-1 (rated-1) rated-2 (rated-2) rated-3 (rated-3) rated-4 (rated-4) rated-5 (rated-5) Connected to WooCommerce.com: ✔ Enforce Approved Product Download Directories: ✔ HPOS feature enabled: ✔ Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore HPOS data sync enabled: – Logging Enabled: ✔ Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2 Retention period: 30 days Level threshold: – Log directory size: 51 KB WC Pages Shop base: #6 – / Basket: #7 – /cart/ – Contains the woocommerce/cart block Checkout: #8 – /checkout/ – Contains the woocommerce/checkout block My account: #9 – /my-account/ Terms and conditions: ❌ Page not set Theme Name: Storefront Child Version: 1.0 Author URL: https://woo.com Child Theme: ✔ Parent Theme Name: Storefront Parent Theme Version: 4.6.0 Parent Theme Author URL: https://woocommerce.com/ WooCommerce Support: ✔ Templates Overrides: storefront-child/woocommerce/emails/admin-new-order.php storefront-child/woocommerce/emails/customer-on-hold-order.php storefront-child/woocommerce/emails/customer-processing-order.php Admin Enabled Features: activity-panels analytics product-block-editor coupons core-profiler customize-store customer-effort-score-tracks import-products-task experimental-fashion-sample-products shipping-smart-defaults shipping-setting-tour homescreen marketing mobile-app-banner navigation onboarding onboarding-tasks product-custom-fields remote-inbox-notifications remote-free-extensions payment-gateway-suggestions shipping-label-banner subscriptions store-alerts transient-notices woo-mobile-welcome wc-pay-promotion wc-pay-welcome-page launch-your-store Disabled Features: experimental-blocks minified-js pattern-toolkit-full-composability product-pre-publish-modal printful settings async-product-editor-category-field product-editor-template-system Daily Cron: ✔ Next scheduled: 2024-07-17 22:10:00 +12:00 Options: ✔ Notes: 73 Onboarding: – Action Scheduler Complete: 670 Oldest: 2024-06-18 07:53:47 +1200 Newest: 2024-07-18 09:24:25 +1200 Failed: 981 Oldest: 2024-06-07 15:28:44 +1200 Newest: 2024-07-18 09:08:46 +1200 Pending: 7 Oldest: 2024-07-18 10:08:46 +1200 Newest: 2024-07-23 11:51:05 +1200 Status report information Generated at: 2024-07-18 09:35:11 +12:00 `

Error Log

2024-07-01T00:37:21+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:59},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:37:33+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:59},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:38:12+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:60},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:48:49+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:63},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:49:34+00:00 CRITICAL Unmatched ‘}’ CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:62},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}
2024-07-01T00:50:24+00:00 CRITICAL syntax error, unexpected end of file, expecting “elseif” or “else” or “endif” CONTEXT: {“error”:{“type”:4,”file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/dc-woocommerce-multi-vendor\/templates\/vendor-dashboard\/vendor-policy.php”,”line”:61},”backtrace”:[{“file”:”\/home\/u460190563\/domains\/foodfest.shop\/public_html\/wp-content\/plugins\/woocommerce\/includes\/class-woocommerce.php”,”line”:359,”function”:”critical”,”class”:”WC_Logger”,”type”:”->”},{“function”:”log_errors”,”class”:”WooCommerce”,”type”:”->”}]}

Viewing 2 replies - 1 through 2 (of 2 total)

Plugin Support Shameem – a11n
(@shameemreza)

1 year, 8 months ago
Hi @joeyboi

Thanks for sharing such detail explanation.

It looks like you’ve already done a comprehensive check on possible issues. Since the test emails and manual order details emails are being sent successfully, it suggests that the email functionality is working properly on your site.

One potential issue could be a conflict with one of your plugins or themes.

The best way to determine this is to:
- Temporarily switch your theme to Storefront or Twenty Twenty-Four
- Disable all plugins except for WooCommerce
- Repeat the action that is causing the problem
If you do not see the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To determine which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

Furthermore, your shared error log indicates an issue related to the MultiVendorX Marketplace. The error is related to unmatched ‘}’ and the unexpected end of the file. These errors typically occur due to syntax issues in PHP files.

This is a third-party plugin, and we don’t provide help & support for 3rd-party plugins or themes as they’re outside our support scope. It would be best to reach out to the plugin developer for further assistance.

I hope that helps! Let me know once you have done a conflict test!
Plugin Support Shameem – a11n
(@shameemreza)

1 year, 8 months ago

Hi @joeyboi

We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem!

If you have further questions, please feel free to open a new topic.

Thanks!

Viewing 2 replies - 1 through 2 (of 2 total)

The topic ‘Customer confirm & status changing emails not sending.’ is closed to new replies.