Title: No Customer Failed Order
Last modified: August 14, 2026

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# No Customer Failed Order

 *  Resolved [Henry](https://wordpress.org/support/users/henrybaum/)
 * (@henrybaum)
 * [3 weeks, 2 days ago](https://wordpress.org/support/topic/no-customer-failed-order/)
 * We don’t have an option to edit the customer failed order email, just the shop
   owner email. It’s enabled in settings – the owner/failed email isn’t enabled,
   only customer failed. Customer on hold, processing, etc. are in the dropdown.
   When previewing a failed email, it only shows the shop owner email as well.

Viewing 4 replies - 1 through 4 (of 4 total)

 *  Plugin Support [Eze](https://wordpress.org/support/users/chieze/)
 * (@chieze)
 * [2 weeks, 4 days ago](https://wordpress.org/support/topic/no-customer-failed-order/#post-18997160)
 * Hi [@henrybaum](https://wordpress.org/support/users/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.
 *  Thread Starter [Henry](https://wordpress.org/support/users/henrybaum/)
 * (@henrybaum)
 * [2 weeks, 4 days ago](https://wordpress.org/support/topic/no-customer-failed-order/#post-18997196)
 * I have a customer failed order option in Woocommerce settings – “To override 
   and edit this email template copy `woocommerce/templates/emails/customer-failed-
   order.php`.” The default is:
 * > Sorry, your order was unsuccessful
   > Hi John,
   > Unfortunately, we couldn’t complete your order due to an issue with your payment
   > method.
 *  Plugin Support [Eze](https://wordpress.org/support/users/chieze/)
 * (@chieze)
 * [2 weeks, 4 days ago](https://wordpress.org/support/topic/no-customer-failed-order/#post-18997232)
 * Hi [@henrybaum](https://wordpress.org/support/users/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.
 *  Plugin Support [Eze](https://wordpress.org/support/users/chieze/)
 * (@chieze)
 * [4 days, 8 hours ago](https://wordpress.org/support/topic/no-customer-failed-order/#post-19010057)
 * Hi @henrybaum,
 * Just checking up on this. Do you still need assistance here?
 * As we have not received a response, we will be closing this ticket for now. If
   you have any questions or need assistance in the future, please don’t hesitate
   to reach out, and you can always submit a support ticket [here](https://software.liquidweb.com/support/).
 * Thank you.

Viewing 4 replies - 1 through 4 (of 4 total)

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   rev=3115863)
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 * 4 replies
 * 2 participants
 * Last reply from: [Eze](https://wordpress.org/support/users/chieze/)
 * Last activity: [4 days, 8 hours ago](https://wordpress.org/support/topic/no-customer-failed-order/#post-19010057)
 * Status: resolved