Support » Plugin: WooCommerce » Client doesn’t receive an email

  • Resolved rbernataviciute7

    (@rbernataviciute7)


    Hello, I need help.
    The problem is that client doesn’t receive “thank you for shopping” email after choosing to pay cash at the store. If they choose to pay cash for the courier they get an email. I think there is some problem, that paying at store woocommerce doesn’t confirms automatically as in process. Because that email client gets when their purchase is in process for delivery.
    I’m sorry for my english, I hope you will understand me.
    Thank you for help

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi @rbernataviciute7,

    I’ve tried on my WooCommerce test site and can confirm an order confirmation email is being sent for orders with the payment method “Cash on delivery”.

    Firstly, you’ll want to see if the emails are being correctly generated and sent. You can do this by installing a plugin like WP Mail Logging (https://wordpress.org/plugins/wp-mail-logging/), and placing a test order.

    If the emails aren’t being generated, most likely, something is conflicting with WooCommerce. This guide (https://docs.woocommerce.com/document/woocommerce-self-service-guide/#section-4) will show you how to check for conflicts.

    Just to add, we have an Email Troubleshooting guide that you may also come in handy in this case: https://docs.woocommerce.com/document/email-faq/

    Thanks.

    Thread Starter rbernataviciute7

    (@rbernataviciute7)

    Well yes, email is being sent if they choose deliver purchase to them and pay in cash, but if the client wants to come and pay in store, they don’t get that “thank you” email.

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Hey again!

    The steps that Mirko sent will still be the same ones we are going to work through in this case. The troubleshooting doesn’t change.

    Let us know when you’ve worked through those, if you’re still seeing issues!

    Thread Starter rbernataviciute7

    (@rbernataviciute7)

    @slash1andy
    I installed Wp Mail Log plugin, and customer still didn’t get “thank you” email.
    I updated theme and everything, still nothing.
    Do I have to try and turn off plugin one by one?
    I thought there was setting for that email, but I can’t find it. About new order an email is sent just to us, not to customer and I can’t find how to change that.

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Hey again!

    I installed Wp Mail Log plugin, and customer still didn’t get “thank you” email.

    Did you see the email in the log?

    Do I have to try and turn off plugin one by one?

    If you’re doing the conflict debug testing, then you would turn them all off, test if it works, and then go from there.

    We usually work in batches of plugins from there, but always start with them all off.

    I thought there was setting for that email, but I can’t find it. About new order an email is sent just to us, not to customer and I can’t find how to change that.

    The settings for emails are in the WooCommerce Settings page. There’s a link to get to the email page near the top.


    Link to image: https://d.pr/i/LlB5b2

    This is what it should look like. The top 2 (blue arrows) are the usual emails sent to the admin and customer. The bottom red box is not automatically sent, and is not the “order received” email

    Thread Starter rbernataviciute7

    (@rbernataviciute7)

    @slash1andy

    Did you see the email in the log?

    No, I didn’t see the email in the log.

    `The settings for emails are in the WooCommerce Settings page. There’s a link to get to the email page near the top.

    Link to image: https://d.pr/i/LlB5b2

    This is what it should look like. The top 2 (blue arrows) are the usual emails sent to the admin and customer. The bottom red box is not automatically sent, and is not the “order received” email`

    It looks the same in my website.
    When client choose to pick the purchase in store and pay it there, their order status is “waiting for payment”, and not “processing order” that is why I think they don’t get that confirmation order letter.

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Hey again!

    When client choose to pick the purchase in store and pay it there, their order status is “waiting for payment”, and not “processing order” that is why I think they don’t get that confirmation order letter.

    That would be the expected case, yes. The order is not considered placed at that point (before payment), so it would not trigger a processing email.

    The method of payment needs to be setup to trigger a status of “on-hold” or something similar, which should send an email.

    An order with “pending payment” will never trigger an email to the customer.

    Thread Starter rbernataviciute7

    (@rbernataviciute7)

    @slash1andy

    Is there any way to send that email even if purchase not payed yet?
    Or any way to trigger that status?
    Any tip or trick that email would send automatically even if the purchase is waiting for payment?

    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi @rbernataviciute7,

    Out of the box that won’t be possible with WooCommerce but you can use a plugin like this one or add custom code.

    If you would like to investigate the possibility of personalized customization, you could reach out to some of the official WooCommerce development partners via this link: https://woocommerce.com/customizations/

    Hope this helps.

    Thread Starter rbernataviciute7

    (@rbernataviciute7)

    @rainfallnixfig

    Thank you very much for your time and patience!

    I installed plugin you suggested and I think everythink works just fine! 🙂
    I made that after every new order customer automatically gets that “thank you” email, and I turned off “Processing order” email in WooCommerce settings, so emails would not duplicate.

    Thank you again very much!

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Great to hear that it’s sorted for you now.

    Have a great one!

Viewing 11 replies - 1 through 11 (of 11 total)
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