Order Confirmation Email Missing Customer Name

Hi @jackotto

I am experiencing an issue in my woocommerce store where whenever we get a new order and I am sent a confirmation email, it always fails to include the name on the order for the billing/shipping addresses. Why could this be and where should I draw my attention to fixing this issue?

From what I understand, you’re having a problem with your WooCommerce store. Specifically, the issue is that when a new order comes in and you receive a confirmation email, the name isn’t included in the billing/shipping addresses.

Let’s dig a little deeper to find out what’s causing this. Could you please share your site’s System Status with us? You can find it via WooCommerce > Status. Select Get system report and then Copy for support.

And finally, if there are any fatal error logs, could you share those with us too? You’ll find them under WooCommerce > Status > Logs.

You can either paste all this information into your reply here or use https://pastebin.com to share it with us.

Once we have all this information, we’ll be better equipped to pinpoint the problem and suggest a solution. In the meantime, you might want to consider disabling all plugins except for WooCommerce and switching to a default WordPress theme like Storefront. This will help us determine if there’s a conflict with other plugins or themes.

Here’s a helpful guide on how to test for conflicts: ?? How to Test for Plugin and Theme Conflicts

Thank you for your cooperation and we look forward to resolving this issue for you promptly.

System Status: https://pastebin.com/PSkPRgdz

Fatal Error Log from Today (7/25/23): https://pastebin.com/w53YCB43

We are using the Storefront theme, it is out of date on our main website, but after updating to the most recent version on a staging website, it doesn’t fix the issue. Problem lies elsewhere just not sure.

Thanks for your response and I hope we can work together to get this resolved.

Hi @jackotto

Based on the error logs you’ve shared, it seems that the get_variation() function is being called on a string, which is causing the error. This function is normally used to get the details of a product variation, and it should be called on a product variation object, not a string.

However, let’s dive right in and help you figure out why the names on the billing and shipping addresses might not be included in your confirmation emails. Here are some steps that you can follow to troubleshoot and hopefully resolve this issue:

1. There might be a conflict with another plugin or theme installed on your site. To check if this is the case, you can temporarily deactivate all other plugins and upgrade to storefront updated version. If the error disappears, reactivate each plugin one by one until you find the one causing the conflict. You can find a more detailed explanation of conducting a conflict test here. (If you can’t update your theme, we suggest doing the conflict test in a staging site.)
2. There could be an issue with the data of the product variations on your site. You could try checking the variations for any products recently added or updated to see if there are any inconsistencies.
3. Your WooCommerce plugin files might be corrupted or out of date. You could try reinstalling the plugin or updating it to the latest version.

Please back up your site before making any changes to avoid any potential data loss.

Additionally, navigate to WooCommerce > Settings > Emails. Here, you’ll see a list of all the email notifications that WooCommerce sends. Click “New Order” and ensure the template includes placeholders for the billing and shipping names.

If none of the above steps works, the issue may be with your server’s mail settings. You may need to contact your hosting provider for assistance.

I hope these steps help you resolve the issue. If you continue experiencing the problem, please don’t hesitate to get back to us with any additional information you think might be helpful.

Thanks!