No Customer Failed Order

Hi @henrybaum,

WooCommerce itself doesn’t have a core customer version of the “failed order” email. When an order fails, only the shop owner gets notified so they can follow up. The customer just gets sent back to checkout to try paying again, there’s no separate email sent to them.

That’s why in settings only the “Failed Order” toggle appears (mapped to the owner email), and why the preview always pulls the admin template.

The customer-facing statuses like processing, on-hold, etc. all have real customer email classes in WC core, which is why those show up fine in the dropdown.

The one exception is if WooCommerce Subscriptions is active. In that case there are customer facing emails for failed subscription renewal payments, and Kadence does support editing those too, they just show up as separate email types in the dropdown (“Customer Payment Retry” and “Customer Renewal Invoice”) rather than under the regular “Failed Order” option, and only appear if Subscriptions is installed.

I hope this clarifies things.

Hi @henrybaum,

Thank you for the additional information.

I see that WooCommerce has added a native customer-facing “Failed order” email in WooCommerce 9.5.0, which is a separate email type from the existing shop owner “Failed Order” email.

We have logged this as a feature request to add “Customer Failed Order” to the Email Type dropdown and preview options. I don’t have an ETA on when this will be implemented, but it has been logged with the team.