Tracking code missing on order completed email

Hi, this sounds like your Processing email which is sent before you add tracking and fulfil the order, can you confirm that the information is not on the Completed email? Also, please check that the completed order status is selected in the tracking info widget display on the plugin settings page.

Hi Zorem,

It wasn’t on the processing or completed emails that were automatically sent out.

I had to manually send it as an added note to the order (I copied this from the item that was the color of a sent email, rather than an internal note, and the time stamp matched the email sent, but it was never in the email received).

Also, what did you mean by this?

“Please check that the completed order status is selected in the tracking info widget display on the plugin settings page.”

When I go to the customize screen I get taken to a preview and I can see that the tracking code is included in the mockup so this should mean it is included in a real email yeah?

Hi Bra, please go thought he plugin documentation, we allow to add tracking to the order and add the tracking in the order email. We do not add tracking info to the order notes email.

Hi Zorem,

I think there’s been a misunderstanding.

Currently, none of the emails coming from WooCommerce are including the tracking code, so I had to manually add a note to the customer with the tracking code manually pasted in.

There was what looked like an automated note to the customer with the tracking code and the time stamp on that matched the email sent to the customer called “Order Completed”, but there was no tracking code shown in the email received.

Please let me know if you need more information.

In the settings, there is an option to select on which order status emails to include the tracking info widget. Make sure the Completed (or Shipped if you enabled the rename option) is selected.
If this does not help. it might be that you use an email customizer or custom email templates and you need to see that the WooCommerce email hooks (Before/after order details) exists since we add the tracking info widget into these email hooks.
Thanks

Hi Zorem,

The “Order Emails Display” field contains “Shipped, Partially Shipped and Updated Tracking”

The “Add Tracking Order action” field contains “Processing, Shipped, Partially Shipped and Updated Tracking”

I am not sure how to check the WooCommerce email hooks, but if I look at the email under the Customize tab of the shipment tracking plugin it shows the tracking information section in the example order completed email, just not in the copy the customer recieved.

Hi Zorem,

Did you have any more thoughts on what might be causing the issue?

Hi, you will have to debug, it might be a conflict with other plugin, it might be settings, try to deactivate all plugins and keep only AST and WooCommerce active and try again, see if you can see the tracking info in the customizer, make sure you add tracking and complete the order only after you did.

Hi Zorem,

Thanks for getting back to me.

I’m confused, you mention in your reply that I need to manually add tracking to the order before marking it as complete, but I thought this was meant to be done automatically by the plugin?

Yes we allow to complete the order when adding the tracking but if you already marked the order as shipped before you added tracking then the email will not include the tracking info.

Ok, so how do I get it to automatically add the tracking info to the email to the customer?

I ran into the same issue and it turns out if you have the email customer-complete-order.php in your theme, the plugin cant overwrite the email template. Once I deleted the file from my theme, the tracking emails worked properly.

Hi, the Completed order status is sent by WooCommerce, in the free version, we just add the tracking info to their email, a Custom email template for the completed order status is available in AST Fulfillment Manager