Some emails not sending

Hi @brinkcor,

You’ll first want to check if the emails are being sent out by WooCommerce, just that you’re not receiving them. I can recommend installing the WP Mail Logging plugin, creating a new order and then canceling it. From there, check the email logs on the WP Mail Logging plugin.

* If the emails are logged by WP Mail Logging but are not received on your end, you’ll want to cross-check the email settings or use an SMTP provider for emails.

* If the emails are not logged by WP Mail Logging, you’ll want to do a theme/plugin conflict test.

There’s a more in-depth explanation of how to do the above in this guide: https://docs.woocommerce.com/document/email-faq/#section-4

Let us know how it goes.

Will check, thanks

Hi @brinkcor,

It’s been a while since we heard back from you and we will be soon closing the thread for the general health of the forums.

Just to check, did the above checks lead to something as regards the emails?

Thanks.

Sometimes an order’s status changes to cancelled because the payment timed out or something the customer did that caused the order status to change. These changes are not confirmed with mails but the status did change. Why is this?

How do I, as a customer, cancel an order?

Cancelled orders are not mailed, confirmed with mail logger.
New orders are mailed correctly.

See here for cancelled order

Thanks for getting back @brinkcor.

Customers can cancel an order via the “my account” page or through some payment platforms.

Since it’s only canceled order emails that are not being received, kindly go to WooCommerce > Settings > Emails and click on Cancelled order. Ensure that you have ticked the “Enable this email notification” checkbox and also have the correct email, just like in your new order email.

Let us know if you’re able to receive canceled order emails after doing this. (You can make a test order and cancel it).

This has been the settings since day 1. Same as new order.

Thanks for getting back.

Then there’s likely a conflict of some sort preventing that Cancelled order email from sending.

Kindly disable all plugins apart from WooCommerce and WP Mail Logging. You will then want to make a test order (register an account as a customer) and cancel it (as the customer) and then check if the canceled order email is sent.

Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

Thanks.

First tell me why will a successful order mail and another one not.

Hi @brinkcor,

There could be various causes, ranging from incorrect settings to code conflicts between WooCommerce and your plugins/theme/custom code. Doing the test shared earlier would help narrow down the causes:

Kindly disable all plugins apart from WooCommerce and WP Mail Logging. You will then want to make a test order (register an account as a customer) and cancel it (as the customer) and then check if the canceled order email is sent.

Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

Thanks.

Hi @brinkcor

We’ve not heard back from you in a while, so I’m marking this thread as resolved. If you have further questions, please feel free to open a new topic.