Wrong order status and email notification for order now received

  • Resolved mihaela.g

    (@mihaelag)


    4 years ago

    We’ve been having a problem with receiving notifications for new orders for a while now and we finally did systematic tests today to see when the unwanted behavior appears.

    Here’s what we noticed:

    (1) for new order + client select ‘pay by bank transfer’ (in which case we chose to later send the client an invoice by email, so she’s not being taked to some payment gateway, just finalizes order and that’s it) -> order is set into ‘On hold’ status by Woo Commerce and we receive an email notification for the new order.

    (2) for new order + client pays on the spot through PayPal (payment proceesed by Paypal itself) -> order gets the ‘Pending payment’ status and we get no email notification about a new order.

    Issues:
    According to WooCommerce’s diagram of status evolution of an order, here is what should actually happen:
    – order (1) should get the ‘Pending’ status
    – order (2) should get the ‘On hold’ status (because the payment was successful)
    – an email notification for new order should be received for both orders, because we have the WooCommerce -> Settings -> Email -> New order enabled to send us an email on new orders.

    We don’t care about statuses being set by WooCommerce as WooCommerce shows in the diagram on their website that they are setting them automatically, but we want to receive the email notification in the second case too.
    Anybody struggling with this or knows how to solve ?
    Thank you !

    • This topic was modified 4 years ago by mihaela.g.

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Viewing 2 replies - 1 through 2 (of 2 total)

  • Hello @mihaelag ,

    Okay, let’s try to figure out the issues.

    First of all, the bank transfer order status seems to be right. The documentation says –

    Orders using Direct Bank Transfer are set On Hold until payment clears outside of WooCommerce.

    Since you are getting the new order emails properly for this payment method, we can concentrate on the second problem.

    The order status for Paypal payment should go to “processing” if the payment has been processed properly. I suspect the Paypal configuration is not correct. Can you please go through this documentation and check the whole configuration? – https://docs.woocommerce.com/document/paypal-standard/

    Also, “Tick the box for Enable IPN Email Notifications” from Paypal.

    I will recommend making test orders with Paypal while you have deactivated all other plugins except WooCommerce. Also, switch over to a different theme, like Storefront.

    Please share the order notes and if possible your Paypal payment gateway configuration from the site. Make sure to blur out or hide the emails from settings. You can use https://snipboard.io/ to share a screenshot.

    I look forward to your response.

    Thank you ??

    Hi there,

    We’ve not heard back from you in a while, so I’m marking this thread as resolved.

    Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.

    Thank you ??

Viewing 2 replies - 1 through 2 (of 2 total)
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