Support » Plugin: WooCommerce » Automated emails

  • Resolved namenobodyuses

    (@namenobodyuses)


    Hi, my website is not sending an email to customers when they make a purchase.

    In WooCommerce email settings, the email labeled “Customer invoice / Order details” is set to “manually sent”, so I think this is why.

    Problem is, I’m unable to find how to change this setting to have it sent automatically on purchase.

Viewing 9 replies - 1 through 9 (of 9 total)
  • Plugin Support Daniyal Ahmed (a11n)

    (@daniyalahmedk)

    Hi there,

    Thanks for reaching out.

    In WooCommerce email settings, the email labeled “Customer invoice / Order details” is set to “manually sent”, so I think this is why.

    This isn’t the issue here, as the “Customer Invoice / Order details” notification is set to manual by default. It uses when you send an order notification manually from an individual order.

    Can you please let me know what is the initial order status when someone places the order on your site? Also, can you please make sure that you have enabled the order notification as shown in the following screenshot:

    Also, we want to see if the emails are being correctly generated and sent. You can do this by installing a plugin like WP Mail Logging, and placing a test order.

    If the emails are being generated, there’s a good chance that the site’s server is blocking them from being sent. In this case, you’ll want to look into a dedicated SMTP provider.

    If the emails aren’t being generated, most likely, something is conflicting with WooCommerce. This document goes over how to check for conflicts.

    I hope it helps!

    Best,

    Thread Starter namenobodyuses

    (@namenobodyuses)

    Hi, thanks for reply.

    This is email settings in my website:

    https://postimg.cc/dZV9SXmD

    Order status is “On Hold”

    Thanks!

    Thread Starter namenobodyuses

    (@namenobodyuses)

    UPDATE: it seems no mail is sent to customers:

    1) I have cancelled the test order I placed and I have not received any mail tellin me order was cancelled.

    2) A customer wrote me he didn’t receive ani message even if his order was already sent out (and marked as such).

    Plugin Support Igor H woo-hc

    (@ihereira)

    Hello,

    Technically, An order that is on hold means Awaiting for payment – the stock is reduced, and you need to confirm if payment is processed.

    A Customer invoice / Order details are only triggered from the Order Actions section you can look at the Edit Order page.

    What is the payment gateway being used on your site? To understand better the site setup about this issue, please provide the following:

    Please share a copy of your site’s System Status: You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. 

    Error Log: Share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

    Cheers.

    Thread Starter namenobodyuses

    (@namenobodyuses)

    Thank you for reply, Igor.

    The order is on hold correctly, as I choose to pay my test order via bank transfer.

    STATUS:

    
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    Complete: 903
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    Generated at: 2022-03-30 11:02:29 +00:00
    

    LOG:

    02-28-2022 @ 08:06:37 - There was an error trying sync products using the Catalog Batch API for job 9dc95fb830c39a1fa407347630da6520: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 08:07:53 - There was an error trying sync products using the Catalog Batch API for job aad299374b9cc6722921115feaba4a46: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 08:09:57 - There was an error trying sync products using the Catalog Batch API for job 48739fcc8e5ffcca47b3377d2d7e1c3f: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 08:11:06 - There was an error trying sync products using the Catalog Batch API for job c7310ec6b99170d32dc008b1af8803d0: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 08:12:14 - There was an error trying sync products using the Catalog Batch API for job 56e54d29387e36fef07ecd5a6155bb6a: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 08:13:15 - There was an error trying sync products using the Catalog Batch API for job d343060d194c6717234b2d5218416962: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 08:14:49 - There was an error trying sync products using the Catalog Batch API for job 6bccdff51cedfeac3821566bb2251b6e: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 08:15:45 - There was an error trying sync products using the Catalog Batch API for job 422b2ab9d7345613cda9c6925830f216: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 19:10:33 - There was an error trying sync products using the Catalog Batch API for job 3096d8ec298de8d474c960ffc7e6b37d: Cannot create the API instance because the access token is missing.
    02-28-2022 @ 19:58:27 - Unable to detect valid feed configuration: No catalog ID
    Plugin Support Mashi (woo-hc)

    (@shaonback2)

    Hello!

    Thanks for sharing your System Status Report. I just checked the report and found you don’t have WP Mail Logging installed. https://wordpress.org/plugins/wp-mail-logging/

    Can you please go through the steps below and let us know how it goes?

    1. Install and Activate WP Mail Logging → https://wordpress.org/plugins/wp-mail-logging/
    2. Place a test order on your site
    3. Check if there is a mail regarding your order on WP Mail Logging. This can be checked from the “Tools 👉 Wp Mail Log” area.
    4. If there is a mail regarding your order in WP Mail Logging but it is not sent to the person who placed the order, then that means there is some issue with your email settings on your server.
    5. In that case I suggest you activate a new SMTP mail provider. → https://woocommerce.com/document/email-faq/#section-7

    Please try the steps above and let us know how it goes.

    Thread Starter namenobodyuses

    (@namenobodyuses)

    Thanks for reply.

    I did everything and discovered an odd thing:

    It’s not a WooCOmmerce problem, mail was in spam folder, but

    1) I have an admin account in this wp website registered with a mail address (say @gmail) but the order confirmation mail was sent to another address (say @yahoo) that obviously I did enter sometime in the past and did remember, so I had cheched only spam folder for the first email address finding nothing. It’s just using the Log plugin that I found Woocommerce was sending the mail to a different address.
    It seems I can have TWO email registered into my account, then..?

    Thank you very much.

    Plugin Support Mirko P. woo-hc

    (@rainfallnixfig)

    Hi @namenobodyuses,

    It’s not a WooCOmmerce problem, mail was in spam folder

    Glad to hear it but you have to work on this with your email hosting provider to establish your email sending reputation. If you want to have better control over your email deliverability make sure your SPF & DKIM security standards are properly configured.

    1) I have an admin account in this wp website registered with a mail address (say @gmail) but the order confirmation mail was sent to another address

    To clarify, Order on-hold notification is sent to the customer’s email while the New order notification is sent to the specified Recipient(s). Multiple recipients can be added by separating them with a comma. See the screenshot here:


    Link to image: https://i.imgur.com/MUyH1Rd.png

    If the New order notification is sent to other emails then I suggest doing a conflict test to see if the issue is caused by a plugin/theme conflict with WooCommerce. Here are the steps for doing a conflict test: https://docs.woocommerce.com/document/how-to-test-for-conflicts/.

    Best regards.

    Plugin Support Mirko P. woo-hc

    (@rainfallnixfig)

    Hi there,

    We haven’t heard from you in a while, so I’m going to mark this as resolved. Feel free to start a new thread if you have any more questions.

    Cheers.

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