backorder customer processing order notifications not sending

  • Resolved gio153

    (@gio153)


    2 months, 3 weeks ago

    I have an issue with customer order confirmations not sending when an item on backorder (negative stock) is included in the order. In WP Logging it shows there is no email sent to the customer. The admin mail that the product is out of stock IS sending.

    Order notifications to customers are sent and received OK when no product is on backorder, so the email server settings can’t be the problem (I use an SMTP plugin).

    My hosting party have tested and repeated this issue on their own demo site with everything in its most basic form and they concluded it is probably an issue with the Woocommerce core plugin. Is this a known issue?

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support omarfpg a11n

    (@omarfpg)

    Hi @gio153,

    Thank you for reaching WooCommerce support. I’ve taken the following steps to try and replicate this to learn more:

    1) Created a product with negative stock and allowed back orders for it. I also used the option “Allow”, not “Allow, but notify customer”, can you tell us which of the two are you using?

    Direct link to the image: https://snipboard.io/zUHOnN.jpg

    2) I placed an order for this product. I got the email as a customer (as I understand this is the one you menton it’s missing?):

    Direct link to the image: https://snipboard.io/UTewCY.jpg

    All good on my end.

    3) I also tried mixing it up and adding a product in stock, and this one out of stock as well, as I think that was your case:

    Direct link to the image: https://snipboard.io/yeDmcS.jpg

    All good again.

    This is a clean WordPress and WooCommerce install on their latest versions, and the Twenty Twenty-Four theme. Can you share more details about your setup and the testing process? Maybe I’m missing something.

    Thanks!
    -OP

    Thread Starter gio153

    (@gio153)

    Hi, thanks for testing this out on a fresh install. Will report back to my hosting party. Probably a plugin conflict somewhere…

    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi @gio153,

    Hi, thanks for testing this out on a fresh install. Will report back to my hosting party. Probably a plugin conflict somewhere…

    Happy to help! Please keep us posted with any updates or if you need any help from our end. It’s likely there’s a plugin or code snippet error somewhere causing problems. You could run a conflict test to learn more.

    You can also try this on a Staging site to avoid disruptiions on your live site. You can ask your hosting provider if they offer this feature, or use a plugin like WP Staging for this.

    However, looping back to your initial message:

    My hosting party have tested and repeated this issue on their own demo site with everything in its most basic form and they concluded it is probably an issue with the Woocommerce core plugin. Is this a known issue?

    It seems even on a clean site this is causing problems, right? Did you confirm this on your own? Can you set up a clean site to try it first hand?

    Cheers!
    -OP

    Sorry to ask, but did you ever find the conflicting plugin? I’ve been attacking this same issue for over a month now with no solution.

    The email to customer never sends, the email to the administrators never sends, the credit card is charged, and the order shows up as “on hold”. This only happens when a product is on backorder.

    Plugin Support ckadenge (woo-hc)

    (@ckadenge)

    Hi @industrialweb,

    Sorry to hear that you are experiencing the same issue. However, to align with?forum best practices, please create a new topic so that we can address your issue(s) separately.

    You can create a new thread here:?https://www.ads-software.com/support/plugin/woocommerce/#new-topic-0

    Thanks for understanding!?

Viewing 5 replies - 1 through 5 (of 5 total)
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