Automatically added Order Note doesn’t send emails

  • Resolved jaim

    (@jaim)


    6 years, 5 months ago

    Hi,

    We have integrated our store with desktop application using a plugin. Everything is working fine except for one issue. When we change order status from desktop application to completed, an order note with shipping details (for customer) automatically gets added in WooCommerce backend (for that order). The order completion email is being sent but Order Note email not being sent to a customer. However, if we add same details manually via order notes by clicking “Add” button, an email is sent to a customer. We also tried adding only order notes from desktop application without marking an order as completed. But still there is same issue – An order note for customer gets added into the system but doesn’t send email.

    WP: 4.9.6
    WooCommerce: 3.2.6

    Kindly look into this issue.

    Thanks.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support RK a11n

    (@riaanknoetze)

    Hi there,

    If emails are triggered correctly when using JUST WooCommerce through the WordPress admin area, but not the desktop app, then it likely means that you’d need to troubleshoot the desktop app.

    Since WooCommerce doesn’t have a desktop app for sale, I recommend getting in touch with the developers of that app for more support on this.

    Thread Starter jaim

    (@jaim)

    Hi,

    Thanks for your reply.

    I have already checked with the desktop app developer. It seems that the issue is with WooCommerce because the correct data (order note) is already getting added in WooCommerce backend. As mentioned earlier, I am able to see the order note on right side of order details screen in WooCommerce backend. I am not sure but looks like the issue is with Emails > Customer-Note.php as it is not triggering email when a note is added automatically.

    Plugin Support RK a11n

    (@riaanknoetze)

    The thing is, WooCommerce itself doesn’t have any control over what the desktop app triggers (or doesn’t). All we know is that when working from the WordPress admin area, it’s triggering as expected. If the desktop app has difficulty triggering the email, it’s not something that we can troubleshoot from our side because the core WooCommerce plugin is working as expected ??

    Thread Starter jaim

    (@jaim)

    Please note that all emails (Order Creation, Order Notes, Order Status) are being triggered from WooCommerce and not desktop app. The order notes data is already getting entered in WooCommerce which can be seen from the admin area. Moreover, when Order Status is changed (from desktop app), the email is being triggered from WooCommerce.

    Plugin Support Ryan Ray, a11n

    (@ryanr14)

    Hi there,

    Maybe this has something to do with the type of note the app is adding?


    Link to image: https://cld.wthms.co/fTQgxy

    If it’s not a customer note an email won’t be sent to the customer with the note content. A private note never triggers an email and sends it contents to the customer.

    Thomas Shellberg

    (@shellbeezy)

    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.

Viewing 6 replies - 1 through 6 (of 6 total)
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