Support » Plugin: WooCommerce » no email sent to customer on downloadable/virtual orders

  • Resolved Megunticook

    (@megunticook)


    I have a situation where when customers order a downloadable/virtual product only, the “Processing Order” email doesn’t get sent to them. I’ve tried to eliminate all kinds of possible causes by disabling plugins, switching to 2017 theme, etc. but I still can’t that email to fire off on that type of order.

    What could be causing this? How can I troubleshoot further and identify the issue?

    Thanks.

Viewing 15 replies - 1 through 15 (of 16 total)
  • If a product is marked as both “Virtual” and “Downloadable”, it will not automatically grant access to the downloadable file unless this setting is selected:

    http://cld.wthms.co/ZExhMq

    It can be found under WooCommerce > Settings > Products > Downloadable Products

    Thanks–issue isn’t access to the download, the problem is the Woo Commerce email notification containing the download link isn’t being sent when a customer order contains nothing but download products.

    If they order a download product in combination with other products, the email gets fired off.

    Any ideas?

    Plugin Support Melinda

    (@melindahelt)

    Automattic Happiness Engineer

    Hi there!

    If the product is set as virtual and downloadable, the order status should go right to completed after payment is completed and the email should fire then. Are the orders in question going to completed status?

    Yes, order status automatically changes to complete. The correct download link displays on the payment confirmation page, but the only way to get the email confirmation to send is by manually sending it from the order details page.

    Plugin Support Jesse Pearson

    (@jessepearson)

    Automattic Happiness Engineer

    @megunticook Can you confirm if the Completed Order email is active? This is under WooCommerce > Settings > Emails:


    Link to image: http://cld.wthms.co/eNDLLw

    The Completed email is the one that is sent if the order only has Virtual and Downloadable items in it, if there are physical items, the Processing email is sent.

    Aha! No it’s not.

    I owe you a cold beer, amigo.

    So just to be sure I understand–the only customers who will receive the “completed order” email are the ones who order ONLY downloadable products?

    From the description it sounds like the “completed order” email will go out on any order that gets completed.

    Is there a way I can configure this so it just fires on download-only orders? Would I need to add a custom PHP function to accomplish that?

    • This reply was modified 1 year, 2 months ago by Megunticook.
    Plugin Support Jesse Pearson

    (@jessepearson)

    Automattic Happiness Engineer

    @megunticook The Completed order email will be sent when an order is moved to the Completed status. So, any customer that has an order that gets moved to Completed will receive the email.

    If you wanted to have the email only sent for download orders, you would need custom PHP to accomplish that, yes. It is not advised, though, as the Processing email just states that the order is being processed, not that it is Complete.

    Got it. I took over this site from a previous webmaster who disabled the completed order email. Not sure why. I’ll propose to the company that we enable it.

    How big a deal is it to automatically include a UPS tracking code in the completed order email?

    And when it comes to customizing these emails (beyond the basic options available in the WooCommerce settings), do you recommend PHP functions or copying the email templates to your theme folder and customizing those?

    If you have any favorite links to discussions/tutorials on these topics, please share.

    And thanks again for identifying the source of my issue.

    Plugin Support Jesse Pearson

    (@jessepearson)

    Automattic Happiness Engineer

    The easiest way to add a tracking number to the emails is WooCommerce Shipment Tracking. It allows you to add the tracking number, along with other information, and will add the information to the email address, along with a link to be able to view the tracking properly.

    For customizing emails, it’s probably better to copy the templates and update them in the theme.

    Can’t say I have a favorite resource, but I did a Google search and this one looks like it covers a lot, and it’s from one of our WooExperts:
    https://wisdmlabs.com/blog/customize-woocommerce-order-emails/

    Thanks.

    How about Woo Commerce Shipping (https://woocommerce.com/products/shipping/)?

    Does this facilitate tracking numbers in emails?

    Appreciate your help.

    • This reply was modified 1 year, 2 months ago by Megunticook.
    • This reply was modified 1 year, 2 months ago by Megunticook.
    Plugin Support Melinda

    (@melindahelt)

    Automattic Happiness Engineer

    No, the WooCommerce Shipping extension is for printing labels. If you want to send tracking numbers, you’ll ned to use the Shipment Tracking that Jesse mentioned yesterday.

    OK, thanks much for all the help.

    Resolved.

    Hello! I am having the same issue as @megunticook.

    I saw what @jessepearson suggested to switch on “Completed Order.” Mine was actually already on.

    When I test out buying something through PayPal Sandbox (customers can only buy with PayPal on my site), I never get any email with my Audiobook and ebook download link.

    The “To:” field is my Yahoo email address. Is that an issue?

    Any help would be appreciated! Thank you!!

    I too am having the same issue. My customers order a print book and a ebook on the same order and until I “process” the order ebook links are not getting sent out.

    This is an issue when we release a new product we give a free ebook copy of it to our customers. However the order will remain in “processing” for over a month due to not having the print version shipped as of yet.

    Is there a way to keep the order “processing” so I know when it gets shipped but send out ebook links right away so my customers get their ebooks?

Viewing 15 replies - 1 through 15 (of 16 total)
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