No customer order confirmation sent out

  • Resolved eel1000

    (@eel1000)


    5 years, 9 months ago

    I am having an issue where no customer email is sent out after successful payment via Payfast. We (seller) are receiving the placed order via email as expected, but nothing is sent out to the customer confirming that the order is placed (other than the standard Payfast confirmation). Below is the log, suggesting that the order was placed successfully…
    I have two sites using this Payfast account so important to sort out ASAP please!

    PayFast ITN call received
    ———-
    05-20-2019 @ 11:54:07 – Get posted data
    05-20-2019 @ 11:54:07 – PayFast Data: Array
    (
    [m_payment_id] => 2021
    [pf_payment_id] => 18608926
    [payment_status] => COMPLETE
    [item_name] => Hill&Dale – 2021
    [item_description] => New order from Hill&Dale
    [amount_gross] => 839.99
    [amount_fee] => -36.11
    [amount_net] => 803.88
    [custom_str1] => wc_order_5ce278fcc6b36
    [custom_str2] => WooCommerce/3.4.3; https://www.hillanddale.co.za
    [custom_str3] => 2021
    [custom_str4] =>
    [custom_str5] =>
    [custom_int1] =>
    [custom_int2] =>
    [custom_int3] =>
    [custom_int4] =>
    [custom_int5] =>
    [name_first] => ***
    [name_last] => ***
    [email_address] => ****@****.co.za
    [merchant_id] => 13707575
    [signature] => 31ecf6578bb504c9bd62affba869309b
    )

    05-20-2019 @ 11:54:07 – Verify security signature
    05-20-2019 @ 11:54:07 – Signature = valid
    05-20-2019 @ 11:54:07 – Verify source IP
    05-20-2019 @ 11:54:07 – Valid IPs:
    Array
    (
    [0] => 41.74.179.210
    [1] => 41.74.179.211
    [2] => 41.74.179.195
    [3] => 41.74.179.193
    [4] => 41.74.179.201
    [5] => 41.74.179.218
    [6] => 41.74.179.204
    [7] => 41.74.179.197
    [8] => 41.74.179.212
    [10] => 41.74.179.200
    [11] => 197.97.145.156
    [13] => 41.74.179.203
    [14] => 41.74.179.217
    [15] => 41.74.179.196
    [16] => 41.74.179.194
    [18] => 197.97.145.149
    [19] => 197.97.145.145
    [20] => 197.97.145.150
    [21] => 197.97.145.148
    )

    05-20-2019 @ 11:54:07 – Verify data received
    05-20-2019 @ 11:54:07 – Host = https://www.payfast.co.za/eng/query/validate
    05-20-2019 @ 11:54:07 – Params = Array
    (
    [m_payment_id] => 2021
    [pf_payment_id] => 18608926
    [payment_status] => COMPLETE
    [item_name] => Hill&Dale – 2021
    [item_description] => New order from Hill&Dale
    [amount_gross] => 839.99
    [amount_fee] => -36.11
    [amount_net] => 803.88
    [custom_str1] => wc_order_5ce278fcc6b36
    [custom_str2] => WooCommerce/3.4.3; https://www.hillanddale.co.za
    [custom_str3] => 2021
    [custom_str4] =>
    [custom_str5] =>
    [custom_int1] =>
    [custom_int2] =>
    [custom_int3] =>
    [custom_int4] =>
    [custom_int5] =>
    [name_first] => **
    [name_last] => **
    [email_address] => ****@****.co.za
    [merchant_id] => 13707575
    )

    05-20-2019 @ 11:54:07 – Response:
    Array
    (
    [VALID] =>
    )

    05-20-2019 @ 11:54:07 – Check data against internal order
    05-20-2019 @ 11:54:07 – Order Details:
    customer id:6
    order id: 2021
    parent id: 0
    status: pending
    total: 839.99
    currency: ZAR
    key: wc_order_5ce278fcc6b36
    05-20-2019 @ 11:54:07 – Check status and update order
    05-20-2019 @ 11:54:07 – – Complete
    05-20-2019 @ 11:54:08 –
    ———-
    End ITN call
    ———-

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)

  • Hi there @eel1000,

    Thank you for the logs! They do indicate a successful order status update indeed.

    Can you please clarify if these orders are created in Pending payment or Processing status in your dashboard?

    Also, please provide us with the screenshot of the Order Notes block for an order for which you haven’t received customer email notification? This block is on the right of the Edit Order page.

    Cheers!

    Thread Starter eel1000

    (@eel1000)

    Hi there,

    I think the emails just took ages to go out – literally hours – but I did receive them in the end. You can close the ticket.

    Thanks,

    Hi @eel1000,

    Glad to hear it – thanks for letting us know! For further troubleshooting of your emails I’d recommend this guide – https://docs.woocommerce.com/document/email-faq/

    I’ll mark this thread as resolved now. If you have any further questions, I recommend creating a new thread.

Viewing 3 replies - 1 through 3 (of 3 total)
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