Not Receiving Purchase Notifications

Hi there Mark,

There are a number of different reasons that order emails might not be sent. We have a doc with steps for narrowing down and troubleshooting the cause here:
https://docs.woocommerce.com/document/email-faq/

As a first step, make sure the emails are still enabled under WooCommerce > Settings > Emails. If they are still enabled there, then please go through the steps in the doc above and let us know what you find.

Thanks for the info, Kelly.

I double checked and the emails are definitely enabled in Woocommerce>Settings>Emails
I’ve got no orders pending in woocommerce.

The options left are to check if emails are sent, but not received. Since I used to receive the confirmation email, I doubt this is it, so I want to check this last.

For my newsletter service I use Mailerlite, but I’m not sure if it’s mailerlite or wordpress in charge of sending these emails using wp_mail() in wordpress.

What’s the best way to determine that?

Hi there,

As far as I’m aware, Mailerlite is just for setting up and managing your marketing emails and newsletters. However, by default the order notification emails (to both customers and admin) should be generated by WooCommerce and then sent using the same wp_mail() function used by WordPress.

Confirming that the emails are actually enabled, and that your order statuses are updating correctly is a good first step.

The next step I would suggest is installing that WP Mail Log plugin to check and make sure the emails are sending. Often if an error is being encountered, it will also list it in the screen with the log.

Please let me know how that goes, or if you have any questions!

Thanks!
I ask the moderators of the forum to leave this thread open, and I will reply in a couple days once I get some activity on the WP Mail Log plugin I’ve installed.

Talk to you soon!
Mark

Okay so it’s been 3 days since installing WP Mail Logging, like you recommended, and here I am replying like I said I would.

I’ve checked the logs on WP Mail Logging Log, and the purchase notifications that I used to get, but recently stopped, ARE in fact still being sent out.

In my email inbox, I’ve checked the spam folder and the emails aren’t in there.

What’s the next step to cracking the code?
Best,
Mark

Hi there Mark,

Thank you for getting back to us here, and for confirming that the emails are being generated and sent, just not being received. There’s some info about this case in the documentation that was sent previously:

If the email was sent, but not received, there are a few steps that can be taken:
– Make sure you’re using an email address attached to your own domain in the “From” Address field in WooCommerce > Settings >Emails. Using your @gmail.com, @yahoo.com or similar public domain email address will likely cause emails to land in spam folders due to mismatch between the declared sender (servers of Gmail or Yahoo) and the actual sender (your server).
– Sign up for an account with a dedicated SMTP provider (an average site can usually stay within free usage) that will send the email for you. This should be more reliable than your own server’s mail-sending function.

There’s info about dedicated SMTP available here:
https://docs.woocommerce.com/document/email-faq/#section-5

Thanks for the info!
I just checked my woocommerce email settings, and can confirm that the email I’m using is from my actual domain, so that rules out the first step mentioned in your quote.

The second one is to use a dedicated SMTP. Currently, my newsletter provider is Mailerlite. I’m going to contact them now and ask how I setup SMTP emails from woocommerce through their servers.

I’ll post their reply to this thread once I receive it in a few days.

Here I am, back again to conclude this thread.

For anybody reading this, trying to find a solution to the same problem as I, the solution is going to depend on the newsletter service you use.

I happen to use mailerlite, which I switched to after years of convertkit, simply because the price was much better.

Anyways, Mailerlite happens to have the function to email customers upon purchase, and also an abandoned cart feature.

First you’ll need to install the plugin on your wordpress site to connect mailerlite and woocommerce, found here: https://help.mailerlite.com/article/show/84591-how-to-set-up-the-mailerlite-integration-for-woocommerce

Next, create an automation in Mailerlite for when somebody “Purchases any product”. Select the product, then make the automation send an email immediately upon purchase, to both them and yourself and setup the email templates.

I also asked them “Is it possible to include order details with the automated emails once someone purchases?” and Mailerlite support said “Yes, we have product blocks, so once someone purchase, email with specific product going to be sent. You have to include in email template.”

Also, this page might help. Scroll down to “Send automated emails based on purchase” and you’ll see the functionality, and then one below that for the abandoned cart feature. https://www.mailerlite.com/features/email-marketing-for-ecommerce

Anyway, I think that just about wraps things up.
I hope somebody besides myself benefits from this.
Best of luck and God bless,
Mark

Hi there Mark,

Thank you for getting back to us here with the solution you found and the steps for setting up Mailerlite! Hopefully others in the WordPress/WooCommerce community are helped by this as well.

I’m going to mark this thread as resolved. If you have any further questions, please start a new thread.

Have a wonderful day!