Issue reply to new order

Hey there, @dyin! Thanks for contacting us. I’m happy to help you.

I just ran a test order on my website and replied to the email and it used the customer’s address, not mine.

Have you made any changes to the website recently? This could be adding or removing plugins or custom code, updating the theme or plugins, etc.

Do you mind sharing the exact steps you followed to trigger this issue so we can make sure we tested it correctly on our end?

Looking forward to your reply.

Have a wonderful day!

@carolm29 I can’t think of anything except keeping things up to date. I can give you the status logs if that helps.

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Hey, @dyin!

Thank you for the SSR. Things seem all right with it.

Can you please run a conflict test to see if something external is interfering with this?

To test, you’ll first want to change the theme on your site to Storefront, then check to see if the issue is still present. If that resolves the issue, you’ll want to get in touch with your theme’s developer and see if they have an update or fix for you.

If changing the theme doesn’t help, you’ll want to deactivate all plugins except for WooCommerce and take a look. If that fixes the problem, re-enable the other plugins one by one (gradually), checking after each, to see where the issue is coming from.

Please note that to confirm if the issue persists, you will need to make a test order with everything deactivated, as it this wouldn’t change the emails that were already sent ??

— Be sure you have a good backup in place of your full site and database. You can ask your host for backup functionality or you can consider using a service like Jetpack. If something goes wrong, you will be able to restore it.

— It is important to consider as well a staging functionality in case you would not like to touch your production site (you can ask your host if they offer this service), or you can use WP Staging for quickly spinning up a new test site.

You can find more about this in this guide.

Please let us know about your findings.

Have a wonderful day!