Hello @webbbiz,
The email that the customer sent us does not match with the template of our email and not even from our store email address. Very confusing.
Do the following in order to narrow down the issue;
1. In your admin menu, navigate to WooCommerce > Settings > Email > Processing order. And make sure the email notification is enabled.(https://prnt.sc/vRJ6ZF7cuBHS) Optionally, you may check other order status too.
2. Also, you may consider installing the “WP Mail Logging” So this will help you to figure out whether the email is going from your sever end or not.
Hope this helps!
Naz.
Hello,
Please let us know if the solution presented by Naz worked for you.
Also, you can check this blog that explains how to fix WooCommerce when order emails are not sent.
I hope this helps.
I have checked that the email notification is on for order processing and also for other options as well. I will install the log and will let you know.
But the thing that surprises me is, there is no order for the customer under woocommerce>order.
Even I tried to check login as that user, under her account, no order.
Under customer, no order listed.
So it is not just woocommerce not sending an email, but also the order not showing. How is this possible.
But the customer received an email from our payment gateway.
Any thought?
Hello,
the customer reached out and send us an email that she received from our payment gateway.
If you look at the email she received, does it show payment date, amount and/or transaction ID? If yes, can you go to your payment gateway’s account and check if such a payment was made?
yes, it shows that info.
Ok, I will check the payment gateway’s account.
Hello,
Ok, I will check the payment gateway’s account.
Yes, please keep us posted.
Just in case, you can go to WooCommerce > orders do a click on the section Screen options then be sure all checkmarks are checked.
Link to image: https://snipboard.io/0h7CNc.jpg
If the order is still not displayed you can perform a conflict test, following the steps below:
- Switch your theme to Storefront temporarily
- Disable all plugins except for WooCommerce and your Payment gateway
- Repeat the action that is causing the problem
Check if the issue persists or if it is solved, if the issue is solved you can reactivate the plugins one by one until you find what is causing the problem
You can find a more detailed explanation on how to do a conflict test here..
Thanks.
-
This reply was modified 4 years, 2 months ago by
Igor H.
-
This reply was modified 4 years, 2 months ago by Igor H.
I have those checked same as your screenshot.
This is just for one customer.
Hi @webbbiz
Thanks for getting back.
If I’m understanding correctly, you mean all emails are working fine except for those related to one particular customer?
1. As discussed above have you checked the payment gateway’s account for whether the customer has actually paid?
2. If yes, you’ll want to check if the customer purchased as a guest? That may be a reason behind their data not appearing in your records.
3.
The email that the customer sent us does not match with the template of our email and not even from our store email address
Are you sure whether the email was sent from your store or from somewhere else?
Before going into technical scrutiny it needs to be ascertained whether the email actually went from your store or not.
We’ll look forward to hearing from you.
So the whole story is: this customer bought same $amount of items on 2 weeks. She mentioned that she did not receive any email from the website for the 1st week’s of purchase. For the 2nd week’s purchase, she did not get any email again from the website email address, but she received an email from our payment gateway. She forwarded that email to us and it shows the store name in that email. The email does not match with the email template that we use to send confirmation emails, and again, this is from the payment gateway.
Under woocommerce>order, I can only see 1st week’s order, but no other order.
We do not have the option to checkout as guests.
2. yes, the email is for our store as the name of our store is there in the email.
1. my client found 2 transactions on the payment gateway for her. we are working on talking with the payment gateway.
Hi @webbbiz,
In order for us to get a better idea of your setup, could you please share a copy of your site’s System Status?
You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.
Thanks!
### WordPress Environment ###
WordPress address (URL): https://nourishict.com
Site address (URL): https://nourishict.com
WC Version: 6.3.1
REST API Version: ✔ 6.3.1
WC Blocks Version: ✔ 6.9.0
Action Scheduler Version: ✔ 3.4.0
WC Admin Version: ✔ 3.2.1
Log Directory Writable: ✔
WP Version: 5.9.2
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_US
External object cache: –
### Server Environment ###
Server Info: Apache
PHP Version: 7.4.28
PHP Post Max Size: 516 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.81.0
OpenSSL/1.1.1m
SUHOSIN Installed: –
MySQL Version: 5.7.23-23
Max Upload Size: 512 MB
Default Timezone is UTC: ❌ Default timezone is America/Chicago - it should be UTC
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔
### Database ###
WC Database Version: 6.2.2
WC Database Prefix: wpf8_
Total Database Size: 21.93MB
Database Data Size: 21.02MB
Database Index Size: 0.91MB
wpf8_woocommerce_sessions: Data: 0.17MB + Index: 0.01MB + Engine MyISAM
wpf8_woocommerce_api_keys: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_woocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_woocommerce_order_items: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
wpf8_woocommerce_order_itemmeta: Data: 0.10MB + Index: 0.07MB + Engine MyISAM
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wpf8_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
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wpf8_e_submissions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_e_submissions_actions_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_e_submissions_values: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_links: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_options: Data: 6.98MB + Index: 0.14MB + Engine MyISAM
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wpf8_usermeta: Data: 0.12MB + Index: 0.06MB + Engine MyISAM
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wpf8_wc_order_product_lookup: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
wpf8_wc_order_stats: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
wpf8_wc_order_tax_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
wpf8_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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### Post Type Counts ###
acf-field: 1
acf-field-group: 1
attachment: 58
customize_changeset: 10
custom_css: 2
elementor-hf: 1
elementor_library: 23
mailpoet_page: 1
nav_menu_item: 14
page: 18
post: 7
product: 24
product_variation: 22
revision: 198
shop_coupon: 5
shop_order: 45
um_directory: 1
um_form: 3
woc_hour: 1
wpforms: 3
wp_global_styles: 1
### Security ###
Secure connection (HTTPS): ✔
Hide errors from visitors: ✔
### Active Plugins (15) ###
Advanced Dynamic Pricing for WooCommerce: by AlgolPlus – 4.0.4
All-in-One WP Migration: by ServMask – 7.57
Starter Templates: by Brainstorm Force – 3.1.7
Bluehost: by Bluehost – 2.9.0
Code Snippets: by Code Snippets Pro – 2.14.3
WooCommerce Elavon Converge NA Gateway: by Elavon – 1.1.3
Elementor Pro: by Elementor.com – 3.6.4
Elementor: by Elementor.com – 3.6.1
Elementor Header & Footer Builder: by Brainstorm Force
Nikhil Chavan – 1.6.10
HT Mega - Absolute Addons for Elementor Page Builder: by HasThemes – 1.8.3
Limit Orders for WooCommerce: by Nexcess – 1.3.1
Ultimate Member: by Ultimate Member – 2.3.1
WooCommerce: by Automattic – 6.3.1
WP Mail Logging: by Wysija – 1.10.4
WP Super Cache: by Automattic – 1.7.7
### Inactive Plugins (2) ###
Akismet Anti-Spam: by Automattic – 4.2.2
WP-Optimize - Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.2.3
### Dropin Plugins (3) ###
advanced-cache.php: advanced-cache.php
db-error.php: db-error.php
maintenance.php: maintenance.php
### Must Use Plugins (2) ###
Endurance Page Cache: by Mike Hansen – 2.2
SSO: by Garth Mortensen
Mike Hansen – 0.4
### Settings ###
API Enabled: –
Force SSL: ✔
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
subscription (subscription)
variable (variable)
variable subscription (variable-subscription)
Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)
Connected to WooCommerce.com: –
### WC Pages ###
Shop base: #6 - /shop/
Cart: #7 - /cart/
Checkout: ❌ Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
My account: #9 - /my-account/
Terms and conditions: ❌ Page ID is set
but the page does not exist
### Theme ###
Name: Astra
Version: 3.7.9
Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ✔
### Templates ###
Overrides: –
### Action Scheduler ###
Complete: 356
Oldest: 2022-03-02 11:42:09 -0600
Newest: 2022-03-30 23:56:57 -0500
### Limit Orders ###
Enabled: ✔
Limit: 350
Submitted orders: 22
Remaining orders: 328
Interval: weekly
Interval start: 2022-03-27T00:00:00-05:00
Interval resets: 2022-04-03T00:00:00-05:00
### Status report information ###
Generated at: 2022-03-31 10:44:54 -05:00
Hi @webbbiz,
Thanks for sending over your System Status Report.
Now the situation is a little clearer. I can see you are not using the default WooCommerce checkout page:
Checkout: ❌ Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
You’re limiting the number of orders in WooCommerce with this plugin:
Limit Orders for WooCommerce: by Nexcess – 1.3.1
Now, the issue here is that orders are not being captured, and most likely the above plugin which has not been updated for 1 year is not working as expected. In fact, there is a warning that the plugin is no longer maintained or supported and may have compatibility issues.
Link to image: https://i.imgur.com/86ohVsD.png
I would suggest reporting the issue and getting help from the plugin developers on their support forum:
https://wordpress.org/support/plugin/limit-orders/
If they’re not able to assist it’s recommended to disable the plugin and use the default Checkout page. Here’s more information on how to create the missing page via the page installer tool:
https://woocommerce.com/document/woocommerce-pages/
Hope this helps.
I believe i am using the woo commerce checkout page:
Under woocomerce>setting>advanced> checkout i have checkout(ID: 8) selected.
Yes we want to limit the number of orders, but i make sure that we are far behind to reach that number.
Hi there,
It appears you set up the Checkout page correctly but the current page ID:8 doesn’t seem to contain the [woocommerce_checkout] shortcode.
Let’s recreate this page to make sure that this is not causing the issue. To do this, please follow the steps below:
1. Create a new page.
2. Add/Paste the specific WooCommerce shortcode for the page. [woocommerce_checkout] is the shortcode for Checkout page.
3. Publish the page.
4. Go to WooCommerce > Settings > Advanced > Page setup and from there, select the newly created page.
5. Finally, click on Save and check the page you have created.
You’d need to temporarily disable the Limit Orders for WooCommerce plugin as it seems it’s overriding the default Checkout page.
If you would like to read more about this, please feel free to visit the following link that will redirect you to our documentation:
https://docs.woocommerce.com/document/woocommerce-pages/
Best.
I have used elementor’s woocomerce>checkout.
Why it shouldn’t work?
