Support » Plugin: WooCommerce » WooCommerce isn’t sending automated emails for completed orders.

  • Resolved theideastore

    (@theideastore)


    I’ve confirmed that my client’s system can send emails from WooCommerce and other plugins, so it’s not a mail configuration issue. They are running WooCommerce 3.2.6 on WordPress 4.9.1, and have added the patch to functions.php that addresses the ‘woocommerce_defer_transactional_emails’ issue. The error seems to be that when a order is marked completed through the standard checkout process, it doesn’t trigger the “completed order” hook. Have logged all outgoing email, so it’s not an issue on the receiver’s end. If I manually set a completed order to “pending” and then manually switch it back, the proper email will be sent. Please advise.

    My client’s site is: http://wellspringca.org/growing/downloadable-retreats/

Viewing 13 replies - 1 through 13 (of 13 total)
  • Plugin Support Remi Corson

    (@corsonr)

    Automattic Happiness Engineer

    Hi,

    It sounds more like a payment gateway issue rather than an emails issue. Emails are sent when order statuses are set to processing or to completed. Let’s say the connection between your payment gateway API and your site doesn’t work as expected, your site will never receive the info that the payment is successful, the order status won’t be updated, and the email won’t send. Does that make sense?

    So, what are your order statuses? Does that happen with some specific payment gateways only?

    Thanks for providing more details.

    theideastore

    (@theideastore)

    The order statuses are still marked “completed” — they payments are marked as successful, so the gateway seems to be communicating correctly. It’s only when they’re changed from “completed” manually and back again that WooCommerce sends the email assigned to the “order is completed” action.

    Plugin Support Hannah S.

    (@fernashes)

    Automattic Happiness Engineer

    That sounds pretty weird!

    This kind of problem may be caused by either a conflict with your theme or with another plugin.

    The best way to determine if the issue is being caused by a theme and/or plugin is to temporarily switch your theme to Storefront and disable all plugins except for WooCommerce. If you can install plugins, install Health Check. On the troubleshooting tab, you can click the button to disable all plugins and change the theme for you while you’re logged in to that session without affecting normal visitors to your site.

    If that resolves the issue, then slowly re-enable features until you find the one that’s causing the conflict.

    Can you please let us know how it goes?

    Plugin Support Hannah S.

    (@fernashes)

    Automattic Happiness Engineer

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    Hi, sorry for the delay. Was waiting to hear from my client. Unfortunately this is not resolved. Disabling all plugins and the custom theme for this client isn’t an option for this client. This really seems like an issue with whatever hooks or triggers that WooCommerce uses to send mail. All actions WooCommerce is responsible for can be executed, so I wonder how likely it is that they’re being blocked by a conflicting plugin. The issue is that the initial status of “Completed” doesn’t trigger the email until it’s manually re-set. I can’t find any documentation about the hooks used, the configuration for the emails is very limited, and I can’t tell if a paid version would have more options that would allow us to circumvent this issue. Any help in those areas would be much appreciated. Thanks!

    Plugin Support Hannah S.

    (@fernashes)

    Automattic Happiness Engineer

    No worries! We close off threads to help keep the forums clean, but I can certainly still do my best to help with this.

    Disabling all plugins and the custom theme for this client isn’t an option for this client.

    I realize it’s a lot of work, especially on a live site, but it’s also the fastest way to rule out one of the most common problems, i.e. a theme or plugin conflict.

    If this will cause too much of an impact on your live site, we recommend setting up a staging site for testing. To do so, install the WP Staging(https://wordpress.org/plugins/wp-staging/) plugin and use it to create a copy of your site. Please read through its very well written documentation prior to using it.

    I realize that you’d like to look into the hooks and filters to see what’s going wrong, but that’s beyond the scope of help I can offer. It’s also generally not the problem.

    In this case, if the email isn’t being sent out consistently, something is interfering with the action being fired off. Checking for a plugin or theme conflict will likely help you figure it out. The only other option that I can think of is to install the WP Mail Logging plugin – that will tell you if the email is actually being sent or not.
    https://wordpress.org/plugins/wp-mail-logging/

    I hope that helps you in the right direction!

    • This reply was modified 1 year, 11 months ago by Hannah S..

    I have a similar issue, I kind of found a workaround where if I switched off the New Order email notification for administrators then the New Order Customer email started to fire again. Haven’t work out the core issue yet though…

    Hello,
    i’m having the same issue, completed order notification emails are not automatically sent when i change order status to “Completed”. I tried switching order status back and forth from “processing” to “completed”, still not working..

    it used to work in the beginning. I just slightly modified the wording of the template (by copying it to my theme) a couple of days ago and wondered if it has anything to do with this issue..

    Appreciate if someone can help!

    Same problem. Seems very likely that if the same problem is occuring in multiple different environments for different users the root cause would be WooCommere.

    I’m also experiencing this problem. Experimenting a workaround with this: https://wordpress.stackexchange.com/questions/92020/adding-a-second-email-address-to-a-completed-order-in-woocommerce

    I found this thread because I also have this problem. This is a recent issue (within last 2 months) on a previously working site.

    Was the issue resolved?

    • This reply was modified 1 year, 2 months ago by bikeman123.
    Wil

    (@wildartworksconz)

    Same here – this issue appears to be effecting several sites i manage. It also doesn’t appear that this problem is resolved?

    Plugin Support Hannah S.

    (@fernashes)

    Automattic Happiness Engineer

    Hey all,

    Older threads tend not to be followed up on, due to the sheer number of new threads created in the forums. You only caught my attention by chance, as I happened to be subscribed to this thread.

    Can you please each created new threads (cross-linking to each other as needed) so we can take a look at each example?

Viewing 13 replies - 1 through 13 (of 13 total)
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