Confirmation e-mail not sent to customer after an order

  • Resolved kellymh13

    (@kellymh13)


    1 year, 6 months ago

    Hi,

    I’m setting up my webshop and the shop is currently in testmode. I’m using Mollie as payment method (is most common payment method in the Netherlands) and with Mollie I have put the webshop in testmode. The issue that I encounter is that after placing a test order the confirmation email doesn’t arrive at the customers emailadres. I as an admin do receive a confirmation email of a new order.

    What I’ve tried so far:
    -I have set up SPF record, DKIM and DMARC
    -I have installed a SMTP plugin. If I sent a ‘testmail’ with the plugin it succesfully arrives.
    -I checked the settings of the emails in woocommerce and the box for sending an email is enabled
    -Contacted the host of my website to check DNS settings. All was ok.
    -Installed WP mail logging. In the log I can see that the confirmation e-mails to the admin have been sent but the order confirmation e-mails to the customer are not logged.

    The customer does receive the e-mail to sign up for the newsletter (while placing an order they can tick a box to sign up for the newsletter.) I use Mailerlite as mailing program in combination with google workspace (Gmail).

    Could it be that the confirmation email of a new order doesn’t arrive because I’m in testmode?

    I’m getting a bit desperate now as I can’t find a solution..

    Any help is welcome!

    Thanks!

    • This topic was modified 1 year, 6 months ago by kellymh13.
Viewing 3 replies - 1 through 3 (of 3 total)

  • Hi @kellymh13

    Thanks for reaching out!

    I understand that the order confirmation email is not being sent to the recepient when using Mollie in Test Mode as the payment method, correct?

    It looks like a third-party plugin or your theme might be causing the conflict here.

    For us to investigate this further, can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled, create a test order using the built-in Cash on Delivery and see if this works?

    If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

    If this did not resolve the issue, please share your System Status Report, that will help us further troubleshoot.

    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 into your reply here.

    If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Let us know how it goes!

    Thread Starter kellymh13

    (@kellymh13)

    Hi Xue,

    Thanks for your extensive reply, very helpful. The problem seems to be caused by my theme Astra. While using ‘storefront’ there is no problem, and all emails are sent. Is there a way to keep using the Astra theme and resolve issue within the theme? Otherwise I have to re-do the whole lay-out of my website if I use the storefront theme.

    Thanks in advance!

    Hello,

    I am glad to know you have found the cause of the issue.

    For further assistance, we recommend you reach out to the Astra theme support team in its dedicated support forum here:?https://www.ads-software.com/support/theme/astra/, they can provide you with more information.

    Cheers.

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