No automatic e-mail for cancelled orders

Hi there @dactah

There are a couple of reason why the emails aren’t sent.

Please kindly refer to our comprehensive guide on how to troubleshoot email not sending: Email Troubleshooting FAQs.

Once you go through the recommended troubleshooting steps in the document, if you still have your issue unresolved, please let us know

I hope that helps!

Hi Sol,

thanks for reply.

I went trought the steps, but issue is still there.

I also did a test-buy and checked the mail status with wp-mail-logging plugin. There order mails are sent correctly, but there is no mail sent to admin-mail-address about the cancelled order. Mail settings are as they should be…

Maybe this helps: the cancelling is not by ordering, it’s the time-out when a customer does not finish payment (in this case paypal). But also, when woocommerce shows me the cancelled status for the order, there should be an e-mail to admin, when it is enabled, right?

Hi @dactah

The “Cancelled order” email automatically goes out to the selected email addresses when the order status has been changed from either Processing or On-hold to cancelled:

Link to image: https://d.pr/i/Wo4TsI

If it has been changed from another status aside from those two, this email will not be automatically generated.

When you made your test purchase, what was the status of the order when you cancelled it?

If you are finding that orders that are switched from Processing or On-hold to Cancelled are also not sending this email, please let me know and we can look into this further.

We will be standing by for your response.

Thanks!

Hi Abhi,

thanks for reply.

The status was “On-hold” and changed to “Cancelled”. So everything correct. But no e-mail was sent.

The way of our test order in detail was:

– the order was placed
– automatic email to customer and admin email was sent immediately and correct.
– the customer was redirected to our payment provider (in this case paypal)
– during this time, the status in woocommerce was “on-hold”
– so if there is any payment problem, and the customer does not finish payment, the status is “on-hold” for, i think, one hour
– after this time, the status changes to “cancelled”

And then there should be the automatic email sent to admin address, right? But it is not…

Thanks!

Hi @dactah

Thanks for sharing more information on how you tested the order.

Could you please share the screenshot of the order notes for the affected order?

Below is a sample of screenshot I am looking for:

Link to image: https://d.pr/8eFZ6e

Look forward to your reply.

Hi Sol,

i am sorry for this question, but how can i embed a screenshot here? ??

Hi @dactah,

I recommend https://snipboard.io for sharing screenshots here – please follow the instructions on the page, then paste the URL in this chat.

Hope this helps.
Thanks.

Hi abwaita,

thanks for instruction.

Here is the image: https://snipboard.io/FXg2sN.jpg

It is german language. So the text i think that is important for you means in English: “Unpaid order cancelled – time limit reached. Order status changed from Payment Pending to Cancelled / Aborted.”

Thanks.

Hi @dactah

Thanks for your reply and for the additional information.

Just to backtrack to your test order, you said:

– the customer was redirected to our payment provider (in this case paypal)
– during this time, the status in woocommerce was “on-hold”
– so if there is any payment problem, and the customer does not finish payment, the status is “on-hold” for, i think, one hour

On my own test installation when someone is directed to PayPal, the order status is set to Pending Payment, and not On-hold – in which case the cancelled order email doesn’t trigger.

From your screenshot and translation it also sounds like this was the order status, as you said:

“Unpaid order cancelled – time limit reached. Order status changed from Payment Pending to Cancelled / Aborted.”

I’d just like to clarify this again, as when an order is changed from Pending Payment to Cancelled the cancelled order email will not automatically be triggered but when it is set from On hold to Cancelled, the email will be triggered.

We will be standing by for your response.

Thanks!

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.