Some emails not sending when using custom order statuses.

  • Resolved 2kreate

    (@2kreate)


    2 years, 10 months ago

    Hello all, thank you for reading.

    I am using Woocommerce as well as a custom order status plugin with custom statuses already setup. I am also using Kadence email designer to help change the look of my emails. I have two issues that I am trying to solve, and really no idea where to start:

    Emails that should be triggered by setting an order to “Processing” (a core status, not a custom one) Woocommerce status is only sending when the order is changed from “On Hold”, but not when changed from other custom statuses.

    I would like to send the customer an email when their order is cancelled, and have designed on in Kadence, but it does not send. I recently was using the Woocommerce custom order status plugin (by Skyverge), but switched to the Tyche custom order status plugin. With the Skyverge plugin and the Kadence email designer, all of the emails sent (the Skyverge plugin had a more explicit way to tie custom emails to core Woocommerce order statuses). I switched because I needed the ability to direct the payment status based on the payment gateway used, which the Tyche plugin offered.

    Anyhow, is there anyone willing to help me figure out the issue? I really don’t know where to start. I have some basic coding abilities, but am not experienced in developing on WordPress. Thank you in advance.

Viewing 6 replies - 1 through 6 (of 6 total)

  • Hi @2kreate

    You’ll first want to check if WooCommerce is generating these emails. You can use the WP Mail Logging plugin for this by placing test orders.

    If all the emails are getting generated as expected then next you should check with the Skyverge plugin’s support.

    Thread Starter 2kreate

    (@2kreate)

    Hello @margaretwporg I appreciate your response. I do in fact have the WPMail email log enabled, and the emails do not show up in the log (neither the processing nor the cancellation), and just for clarity, I am no longer using the Skyverge plugin, I am now using the Tryche Custom Status plugin.

    Hi @2kreate

    the emails do not show up in the log (neither the processing nor the cancellation

    In that case you need to check for conflicts. I would first recommend that you check whether the issue persists when you change to a default WP theme like Twenty Twenty-One or Storefront, and deactivate all plugins apart from WooCommerce. If this issue does not persist at this point, you’ll want to reactivate your theme/plugins one by one until you find the one causing the issue. Here’s the conflict test guide for reference: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

    You are welcome to test this out on a staging site using a plugin like WP Staging.

    Let us know how it goes – we’ll be happy to assist further.

    Thread Starter 2kreate

    (@2kreate)

    Without the plugins, this is the expected behavior. Only the admin receives an email for cancelled orders, and the Processing email will be sent because the order moves from a core order status (which is still currently working). As I stated previously, it is only moving from a custom status to the core Processing status, and sending a cancellation email to the customer (not the admin) that don’t work. You may know something I don’t, so if I am speaking incorrectly please feel free to let me know.

    Thanks.

    Mirko P.

    (@rainfallnixfig)

    Hi @2kreate,

    What you’re saying is correct. WooCommerce sends a “Cancelled order” email only to the admin email address. If you want to send this email to the customer as well you’d want to use an extension like:

    https://woocommerce.com/document/order-cancellation-email-to-customer/

    By default, WooCommerce also sends the email to the customer when the order status is changed from “On Hold” or “Pending payment” to “Processing”, but I understand that the email is not sent when the status is changed from your custom status to the Processing status.

    This is something you may want to report to your “Custom Order Status for WooCommerce” plugin developers since the issue seems to be related to it and they’ll be best placed to assist you further. Here’s where you can submit a support ticket: https://tychesoftwares.freshdesk.com/support/tickets/new.

    All the best.

    We haven’t heard back from you in a while, so I’m marking this thread as resolved. Hopefully the above information was helpful.

    For further questions please create a new thread.

Viewing 6 replies - 1 through 6 (of 6 total)
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