Title: New Order Reply Email Wrong Last modified: March 9, 2023 --- # New Order Reply Email Wrong * Resolved [craigmckee](https://wordpress.org/support/users/craigmckee/) * (@craigmckee) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/) * When I receive a New Order email (admin address), I reply to it when I’ve set everything up. The reply used to go to the customers email but now it is coming back to my admin one – how do I fix it? * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Fnew-order-reply-email-wrong%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 9 replies - 1 through 9 (of 9 total) * [xue28 (woo-hc)](https://wordpress.org/support/users/xue28/) * (@xue28) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16545848) * Hi [@craigmckee](https://wordpress.org/support/users/craigmckee/) * Thanks for reaching out! * I understand that when you reply to the **New Order** email, the email goes back to the admin email instead of the customer’s email address, correct? * I replicated the scenario on my personal site, however, I am unable to reproduce the issue on my end. Checking the New Order email below, the `Reply-to` header is set to the customer’s email address here: * ![](https://i0.wp.com/snipboard.io/1ugYFq.jpg?ssl=1) * Can you please try to switch to the [default Storefront theme](https://woocommerce.com/storefront/) and only WooCommerce plugin is enabled, create a test order and see if the `Reply- to` field of the New Order email already contains the customer’s email address? * If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this [guide](https://woocommerce.com/document/how-to-test-for-conflicts/) without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free [WP Staging](https://wordpress.org/plugins/wp-staging/) plugin. * If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here. * If this did not resolve the issue, please share your **System Status Report**, that will help us further troubleshoot. * You can find it via `WooCommerce > Status`. Select `Get system report` and then` Copy for support`. Once you’ve done that, you can paste it into your reply here. * If you could also provide the **fatal error logs** (if any) under `WooCommerce > Status > Logs`. * You could copy and paste your reply here or paste it via [https://gist.github.com/](https://gist.github.com/) and send the link here. * Let us know how it goes! * Thread Starter [craigmckee](https://wordpress.org/support/users/craigmckee/) * (@craigmckee) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16546086) * ```wp-block-code I have just set up a new site the the New Order email Reply-To is set back to me too. This worked until Monday and since then it has changed so not sure why... 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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: – Order datastore: WC_Order_Data_Store_CPT WC Pages Shop base: #2 - /shop/ Basket: #3 - /cart/ Checkout: #4 - /checkout/ My account: #627 - /my-account/ Terms and conditions: #6589 - /subscription-terms-and-conditions/ Theme Name: Hello Elementor Child Version: 1.0.1 Author URL: https://elementor.com/ Child Theme: ✔ Parent Theme Name: Hello Elementor Parent Theme Version: 2.6.1 Parent Theme Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash WooCommerce Support: ✔ Templates Overrides: – Admin Enabled Features: activity-panels analytics coupons customer-effort-score-tracks import-products-task experimental-fashion-sample-products shipping-smart-defaults shipping-setting-tour homescreen marketing multichannel-marketing mobile-app-banner navigation new-product-management-experience onboarding onboarding-tasks 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 Disabled Features: minified-js product-variation-management settings Daily Cron: ✔ Next scheduled: 2023-03-10 17:15:44 +00:00 Options: ✔ Notes: 52 Onboarding: completed WooCommerce Payments Version: 5.5.1 Connected to WPCOM: Yes Blog ID: 209670825 Account ID: acct_1LWfQn2ERzIY56Oh Action Scheduler Complete: 1,735 Oldest: 2023-02-07 07:34:13 +0000 Newest: 2023-03-10 07:02:16 +0000 Failed: 20 Oldest: 2022-09-16 06:49:17 +0100 Newest: 2023-03-02 14:54:41 +0000 Pending: 2 Oldest: 2023-03-11 04:49:31 +0000 Newest: 2023-03-14 20:31:41 +0000 Status report information Generated at: 2023-03-10 07:03:45 +00:00 ` ``` * [Igor H](https://wordpress.org/support/users/ihereira/) * (@ihereira) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16551594) * Hi, * Did you perform a conflict test as recommended by xue28? Did that make a difference? May I ask what happens if you disable the email related plugins on your site such as _Sendinblue _and _Newsletter, SMTP, Email marketing and Subscribe forms by Sendinblue_, if you temporarily disable them and create a test order is the issue present? * You can see if the emails are being correctly generated and sent. The WP Mail Logging ([https://wordpress.org/plugins/wp-mail-logging/](https://wordpress.org/plugins/wp-mail-logging/)) might help with that, you can check after creating a test order. * If the emails aren’t being generated, it is possible there is a conflict in the site, and you will need to perform a [conflict test](https://woocommerce.com/document/how-to-test-for-conflicts/). * More info: [https://docs.woocommerce.com/document/email-faq/](https://docs.woocommerce.com/document/email-faq/) * If that does not help, please share a copy of any fatal error log found when you go to **_WooCommerce > System Status > Logs_** (if any). * Thread Starter [craigmckee](https://wordpress.org/support/users/craigmckee/) * (@craigmckee) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16551943) * [@ihereira](https://wordpress.org/support/users/ihereira/) I did try the steps advised but same issue. SendInBlue sends the WooCommerce emails (purely so I can track opens etc) but don’t change the template. * i will try error log plugin to see if that helps identify the issue. * As i said, worked fine up until Monday but not since and I’ve not updated / added anything 🙁 * Thread Starter [craigmckee](https://wordpress.org/support/users/craigmckee/) * (@craigmckee) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16555162) * There’s something weird going on will Woocommerce emails – now the header text colour is black… * ![](https://i0.wp.com/snipboard.io/s3ViRj.jpg?ssl=1) * [xue28 (woo-hc)](https://wordpress.org/support/users/xue28/) * (@xue28) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16557012) * HI [@craigmckee](https://wordpress.org/support/users/craigmckee/) * Thanks for trying the suggestions I mentioned above. * Just to confirm, we’re you able to do this on your end? * > Can you please try to switch to the [default Storefront theme](https://woocommerce.com/storefront/) > and only WooCommerce plugin is enabled, create a test order and see if the ` > Reply-to` field of the New Order email already contains the customer’s email > address? * If so, can you please share with us a screenshot of the New Order Email so that we could check this further? Please redact any sensitive information prior to sharing it here. * If you don’t already have a screenshot service installed, you can try [https://snipboard.io](https://snipboard.io) or [http://skitch.com/](http://skitch.com/). You can share the direct link to the image as a response to this topic. * Thread Starter [craigmckee](https://wordpress.org/support/users/craigmckee/) * (@craigmckee) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16557201) * I had and had the same problem – I’ve now just done it again on the staging site and the reply to address was correct! I’ll wait for a new order to come through on the site to see what that looks like. My Reply To address worked until last Monday then it didn’t and yesterday the heading colour changed to white… :'( * [Roxy](https://wordpress.org/support/users/roxannestoltz/) * (@roxannestoltz) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16557615) * Hi [@craigmckee](https://wordpress.org/support/users/craigmckee/) , * I can understand how frustrating this must be! * Please do let us know the outcome after a new order has come through on your site, we’ll be here to help troubleshoot further on all concerns, including the` reply-to address`, as well as the heading color (should the issue still persist). * Please also share screenshots of what you are seeing on your end (remembering to redact any sensitive information) so that we can have a better understanding of what you are experiencing. * Cheers! * [Roxy](https://wordpress.org/support/users/roxannestoltz/) * (@roxannestoltz) * [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16596768) * Hi [@craigmckee](https://wordpress.org/support/users/craigmckee/) , * We haven’t heard back from you in a while, so I’m going to mark this as resolved– we’ll be here if you need any further help with this. * Cheers! Viewing 9 replies - 1 through 9 (of 9 total) The topic ‘New Order Reply Email Wrong’ is closed to new replies. * ![](https://ps.w.org/woocommerce/assets/icon.svg?rev=3234504) * [WooCommerce](https://wordpress.org/plugins/woocommerce/) * [Frequently Asked Questions](https://wordpress.org/plugins/woocommerce/#faq) * [Support Threads](https://wordpress.org/support/plugin/woocommerce/) * [Active Topics](https://wordpress.org/support/plugin/woocommerce/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/woocommerce/unresolved/) * [Reviews](https://wordpress.org/support/plugin/woocommerce/reviews/) * 9 replies * 4 participants * Last reply from: [Roxy](https://wordpress.org/support/users/roxannestoltz/) * Last activity: [3 years, 2 months ago](https://wordpress.org/support/topic/new-order-reply-email-wrong/#post-16596768) * Status: resolved