Woocommerce emails to customer wrong

Hi there,

By default with WooCommerce, when the customer places an order and payment is received (i.e. order status changes from Pending payment to Processing), it will send the “Processing order” email to let them know that the order was received and the order is being processed.

After the store owner fulfills/ships the order and changes the status to Completed, then the “Completed order” email will be sent to the customer. You can read more about the built-in emails here:
https://docs.woocommerce.com/document/configuring-woocommerce-settings/#section-20

And can view them in your site’s wp-admin under WooCommerce > Settings > Emails.

Is this different from what you are seeing on your site?

Hi,

thanks for the reply. I checked those settings already. My problem is, even though the status is set correctly, the according messages are not triggered correctly. E.g. When the customer places an order, he should get an order received mail (like I do). When the payment is completed, the order changes to processing and the “processing” email is sent.
But my WC sends an “processing” mail even though payment was not yet completed.
Similar: when the customer chooses the payment method “bank transfer” the status is correctly set to on-hold. But the “on-hold” message is never sent.

So for me it looks like the “triggers” (i do not know the proper term) for the emails are not set correctly.

Any further ideas?

Hi there,

But my WC sends an “processing” mail even though payment was not yet completed.
[…]
Similar: when the customer chooses the payment method “bank transfer” the status is correctly set to on-hold. But the “on-hold” message is never sent.

That is certainly not expected behavior — so in your case, the order is still in Pending payment status, but they get the Order Processing email? And nothing gets sent when the Order is On Hold?

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, you can paste it here in your reply. Please note that since this is a public forum, you may want to remove any sensitive information that you don’t want shared publicly.

Also, please send screenshots of orders where this occurred, including the “Order notes” section on the right side of the screen. I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on the page, then paste the URL in your reply here.

even though the status is set correctly, the according messages are not triggered correctly. E.g. When the customer places an order, he should get an order received mail (like I do). When the payment is completed, the order changes to processing and the “processing” email is sent.

To clarify, that “order received email to customer” is not one of the built-in emails. By default, the customer should get the Order Processing email when payment is received, or Order On Hold if it’s a gateway like “bank transfer”. If you wanted to add an extra email when the order is created (even before payment is received), you could do that with a plugin like our AutomateWoo extension: https://woocommerce.com/products/automatewoo/

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.