Purchase process and customer email

  • Resolved icks13

    (@icks13)


    5 years, 10 months ago

    Hello,

    I’m trying to understand what is the workflow of a purchase made via WooCommerce.

    Testing PayPal I receive an email of a new order, but in the email that I use as customer, I do not receive any sort of email. Nor a “we have received your order” nor “we confirm your purchase” zero.

    So if I go in orders, I see the order with an on hold status and on the right column a couple of functions that allow me to send emails.

    Under the voice “order actions” if I select “email invoice/order details to customer” I receive nothing.

    The same, under the voice “Send order email” the only thing that works is send the “new order” email which arrive to my woocommerce email admin address.

    Processing Order, Completed Order, Customer invoice order details does not works.

    thank you

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support RK a11n

    (@riaanknoetze)

    5 years, 10 months ago

    Hi there,

    It sounds like there might be one of the following (maybe two?) things at play here:

    • Order status change isn’t working
    • Email aren’t being reaching your inbox

    To answer your questions, the default order sequence is as follows:

    1. Customer adds product to their cart and proceeds to checkout
    2. On the Checkout page, the customer is redirected to the payment gateway (If using PayPal Standard)
    3. At this stage, an order is created and the status is set to “Pending Payment”
    4. Payment is made at PayPal and the user is redirect back to the website’s “Thank you” endpoint
    5. The order status only changes to “Processing” after the IPN notification is received from PayPal to say that the order was paid for. Emails are now triggered for the admin and customer indicating a new order has been placed.
    6. The admin packages the order and ships it, manually marking the order as “Complete” once the order has been shipped – this triggers another set of emails

    As you can see, there are two things that needs to be checked:

    1. Order status changes as triggered by PayPal’s IPN notification
    2. Whether emails are sent correctly

    IPN Notification

    As mentioned above, this will affect the order status. Can you paste a screenshot of the “Order Notes” section of the “On Hold” order? This should give us some clue as to what’s happening between your site and PayPal. If you’re wondering, that’s available in the admin area under WooCommerce > Orders > YOUR ON HOLD ORDER > Order notes (on the right hand side)

    Email Sending

    The first thing to do is to make sure that emails are correctly triggered in WordPress / WooCommerce. To do this, please install the https://wordpress.org/plugins/email-log/ plugin and place a test order. As soon as the order has been placed, you should see a log of all the emails that were triggered in a new admin menu item under Email Log > View Logs.

    If your order notification email shows up there, but not in your inbox, you would need to get in touch with your website hosting provider for more support on this. The reason for this is that, from a WordPress / WooCommerce perspective, everything is working – but emails could be blocked from sending by your hosting server. The reasons why it’s blocked vary, but common ones include:

    * Blacklisted IPs
    * Server Firewalls
    * Automatic filtering of emails that bypass the spam folder

    Hope it helps.

    • This reply was modified 5 years, 10 months ago by RK a11n.
    Thread Starter icks13

    (@icks13)

    5 years, 10 months ago

    Hello RK,

    Hosting server

    I’m going to contact cloudways which is the cloud platform that host our store, in order to know if one of the following applies:

    * Blacklisted IPs
    * Server Firewalls
    * Automatic filtering of emails that bypass the spam folder

    Email Log

    I have installed the plugin you have suggested me and placed a new order. I’ve checked the email logs, and I have two logs.

    1. Is telling me that an email has been sent to email address that we use as admin (the one set up in settings just to be clear) and the email is “New customer order”.

    2. Is telling me that also another email has been sent to the email address I’ve used as customer, the email is “Your store name order receipt”.

    However this email is never arrived in the email account I’ve used for the customer purchase purpose. Neither in the junk folder. It’s an hotmail address that match also as email of the second admin of the store, maybe there’s a conflict?

    We were using another woocommerce store on cloudways, but digitalocean server rather than linode and we didn’t have any problems, mails normally arrived to the same identical address on hotmail, even if, the payment gateway was Stripe.

    IPN Notification

    Here I can’t provide a screenshot, I do not see the attach function, so I will copy/paste the order notes of the “on hold” order:

    =====================================
    Processing order email notification manually sent.
    added on May 26, 2018 at 4:41 pm by *** Delete note
    =====================================

    =====================================
    Order details manually sent to customer.
    added on May 26, 2018 at 4:38 pm by *** Delete note
    =====================================

    =====================================
    PayPal Express payment Transaction ID: ***********************
    added on May 26, 2018 at 4:25 pm Delete note
    =====================================

    =====================================
    Order status changed from Pending payment to On hold.
    added on May 26, 2018 at 4:25 pm Delete note
    =====================================

    =====================================
    Payment via Express Checkout Pending. PayPal reason: Multi-currency: You do not have a balance in the currency sent, and you do not have your Payment Receiving Preferences set to automatically convert and accept this payment. You must manually accept or deny this payment..
    added on May 26, 2018 at 4:25 pm Delete note
    =====================================

    =====================================
    Seller Protection Status: Eligible
    added on May 26, 2018 at 4:25 pm Delete note
    =====================================

    =====================================
    Address Status: Confirmed
    added on May 26, 2018 at 4:25 pm Delete note
    =====================================

    =====================================
    Payer Status: unverified
    =====================================

    Thank you

    Thomas Shellberg

    (@shellbeezy)

    Automattic Happiness Engineer

    5 years, 10 months ago

    Is telling me that also another email has been sent to the email address I’ve used as customer, the email is “Your store name order receipt”.

    However this email is never arrived in the email account I’ve used for the customer purchase purpose. Neither in the junk folder. It’s an hotmail address that match also as email of the second admin of the store, maybe there’s a conflict?

    Your emails are being filtered. I would definitely test with customer email address not equal to the server’s sending email address.

    You may also want to try an alternative SMTP method, I personally like Mailgun(they have a plugin you can download and use for free).

    Thread Starter icks13

    (@icks13)

    5 years, 10 months ago

    I would definitely test with customer email address not equal to the server’s sending email address.

    The customer email was my private email on hotmail. The sending server was directly the server without an SMTP ’cause with other eCommerce there were no problems, all automatic mail service were delivered without problem of sort. Occasionally some customer could receive the email in the junk folder but there were no bounce.

    After a lot of patient and wasted time thanks to cloudways customer support and namesilo support, finally the support of google where I have G-business helped me.

    The other times I was using the server on cloudways without an SMTP, all worked because the host domain was registered with Godaddy and just in case, all DNS configurations were fine as default without action required by me.
    This time the host domain was Namesilo, and never again.

    The code error provided by outlook in the email logs that cloudways provided to me, was indicating a problem with the SPF records, by using an online tool like:

    https://mxtoolbox.com/

    I’ve found out the there were tons of dns problems, missing and wrong configurations. I’ve posted these data to Namesilo support, they didn’t take neither one minute to go through it and give me some help, insisting with 4 different mails that was not their problem.

    It was at that point that I’ve decided to add an SMTP just to try and see, precisely Google, and it was at that point that in a super kindly and proactive way Google Support, testing the domain host, said that the problem was with Namesilo and that was pretty strange they didn’t take responsibility about it and provide some sort of help.

    So, since I’m not an IT engineer, I’ve just transferred to another hosting domain. Transfer should be completed today, after that I should be able to make works email with or without SMTP.

    Thank you!

    Plugin Support Ryan Ray, a11n

    (@ryanr14)

    5 years, 10 months ago

    That is a pain but I’m glad to see the email server settings have been figured out. Best of luck moving the domain and getting the email records set and working as they should!

    I’ll mark this resolved for now. 🙂

Viewing 5 replies - 1 through 5 (of 5 total)
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