Title: New Order Reply Last modified: October 28, 2019 --- # New Order Reply * Resolved [andystripe](https://wordpress.org/support/users/andystripe/) * (@andystripe) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/) * 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)](https://wordpress.org/support/users/mailmechanic/) * (@mailmechanic) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12073850) * 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.](https://wordpress.org/support/users/riaanknoetze/) * (@riaanknoetze) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12075913) * [@mailmechanic](https://wordpress.org/support/users/mailmechanic/) took the words from my mouth 🙂 * Thread Starter [andystripe](https://wordpress.org/support/users/andystripe/) * (@andystripe) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12077043) * 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)](https://wordpress.org/support/users/mailmechanic/) * (@mailmechanic) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12077396) * 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](https://wordpress.org/support/users/andystripe/) * (@andystripe) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12080627) * 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](https://wordpress.org/support/users/andystripe/) * (@andystripe) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12082804) * 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 * – – – ### WordPress Environment ### * WordPress address (URL): [https://www.rivieramayagroceries.com](https://www.rivieramayagroceries.com) Site address (URL): [https://www.rivieramayagroceries.com](https://www.rivieramayagroceries.com) WC Version: 3.7.1 REST API Version: ✔ 1.0.2 Log Directory Writable: ✔ WP Version: 5.2.4 WP Multisite: – WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: ✔ Language: en_US External object cache: – * ### Server Environment ### * Server Info: Apache PHP Version: 7.0.32 – We recommend using PHP version 7.2 or above for greater performance and security. 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See: How to create a child theme WooCommerce Support: ✔ * ### Templates ### * Overrides: – * ### Product Bundles ### * Database Version: 5.13.2 Template Overrides: – * ### Action Scheduler ### * Complete: 139 Oldest: 2019-10-01 15:56:46 +0000 Newest: 2019-10-25 09:22:33 +0000 * Pending: 0 Oldest: – Newest: – * Canceled: 0 Oldest: – Newest: – * In-progress: 0 Oldest: – Newest: – * Failed: 0 Oldest: – Newest: – * [Dan Wich (MailMechanic)](https://wordpress.org/support/users/mailmechanic/) * (@mailmechanic) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12086143) * 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](https://wordpress.org/support/users/andystripe/) * (@andystripe) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12086409) * 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)](https://wordpress.org/support/users/mailmechanic/) * (@mailmechanic) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12088208) * 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](https://wordpress.org/support/users/andystripe/) * (@andystripe) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12091967) * 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](https://wordpress.org/support/users/fhaps/) * (@fhaps) * Automattic Happiness Engineer * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12108968) * 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](https://wordpress.org/support/users/andystripe/) * (@andystripe) * [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12117446) * Yes with Dan advice I solved the issue * Ok Fernando, thanks * Andrea Viewing 12 replies - 1 through 12 (of 12 total) The topic ‘New Order Reply’ 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/) * 12 replies * 4 participants * Last reply from: [andystripe](https://wordpress.org/support/users/andystripe/) * Last activity: [6 years, 6 months ago](https://wordpress.org/support/topic/new-order-reply/#post-12117446) * Status: resolved