cancelled orders still get a subscription but did not pay

Hi there – when I get a moment later I’ll check what I expect to happen in these circumstances.

In the meantime, please can you check a few settings for me so that I know what should be expected with your setup. In the wc-ac-hook settings (WooCommerce > Settings > Integrations) what are the following:

– Add/Update Contact: Is this checked or unchecked?
– Track Order Status: Is this checked or unchecked?
– Debug Log: Is this enabled?

If the debug log is not enabled then please check box to enable. Then I can troubleshoot your next order if necessary.

Hi there,

Thank you for replying.

Add/Update is UNchecked
Track order is checked
Debug Log is checked

Looking forward to hear from you.

Sorry to bother you but since it is a live site it is making sales difficult and customers upset would be really apriciated if this could be solved.
Thank you very much.

Couple of things for you to do for me to help me investigate.

Please can you identify one of the order ids for a customer that has had unexpected email. Then check the WC-AC Hook debug log (for the day of the order) and cut and paste the entries for that order id. Then I can see the status changes on the specific order.

Secondly can you explain the trigger on Activecampaign for the unexpected email. Is the trigger based on a tag being added and if so what is the tag? If there is some other trigger then please explain (e.g. because the contact is being subscribed to a list?).

Lastly can you cut and paste the tags that you have on WordPress for WC-AC Hook:

1) The Default Tag(s) under WooCommerce > Settings > Integration > WC-AC Hook

2) The product tags for the products on the order in question. You’ll find these under the Advanced tab for each product. The field is called ActiveCampaign Tag.

Thanks

Hi there,

Yes offcourse:
Order ID: #10262

Trigger: is that they are subscribed to a mailing list

1) Default tag: MindfulKidz2020
2) Product tags: None (website maintenance is outdated, cant seem to open this in the products and added none so far).

Where can i find the debug log for WC-AC hook?

Thank you.

The debug log is dated and can be found in WordPress under at WooCommerce > System status > Logs > wc-ac-hook-*

If the trigger to send the email is when they are subscribed to a list rather than using the tags then that could be an area to look at. Is the email sent by an Auto Responder Campaign on subscription to list, or by an Automation (with the trigger subscribes to list)?

With the ‘Track order status’ wc-ac-hook option, the contact will be sync’d with ActiveCampaign when the order is placed and whenever the order status changes. If you are not using the order status tags (i.e. using the suffix pending, failed, process, on-hold, cancelled etc.) then you may not need the track order status option.

If the email should ONLY be sent when an order is completed then you’ll need to change wc-ac-hook settings or trigger the email in a different way. I can help with config settings, but I need to understand what you want to trigger the email (e.g. order being placed or order complete or some other rules?).

Hopefully I’ll be able to sort this out after your response.

Hi there!

thank you!

This is the log:
03-19-2020 @ 12:10:28 – Order ID = 10074 (Status = pending). Contact synced successfully (ActiveCampaign ID = 2)
03-19-2020 @ 12:10:51 – Order ID = 10074 (Status = processing). Contact synced successfully (ActiveCampaign ID = 2)
03-20-2020 @ 09:36:39 – Order ID = 10180 (Status = pending). Contact synced successfully (ActiveCampaign ID = 3)
03-20-2020 @ 09:37:10 – Order ID = 10180 (Status = processing). Contact synced successfully (ActiveCampaign ID = 3)
03-20-2020 @ 12:02:55 – Order ID = 10184 (Status = pending). Contact synced successfully (ActiveCampaign ID = 5)
03-20-2020 @ 12:04:08 – Order ID = 10184 (Status = processing). Contact synced successfully (ActiveCampaign ID = 5)
03-20-2020 @ 12:09:29 – Order ID = 10185 (Status = pending). Contact synced successfully (ActiveCampaign ID = 6)
03-20-2020 @ 12:10:06 – Order ID = 10185 (Status = processing). Contact synced successfully (ActiveCampaign ID = 6)
03-20-2020 @ 12:30:38 – Order ID = 10186 (Status = pending). Contact synced successfully (ActiveCampaign ID = 7)
03-20-2020 @ 12:31:15 – Order ID = 10186 (Status = processing). Contact synced successfully (ActiveCampaign ID = 7)
03-20-2020 @ 12:44:35 – Order ID = 10187 (Status = pending). Contact synced successfully (ActiveCampaign ID = 8)
03-20-2020 @ 12:46:31 – Order ID = 10187 (Status = pending). Contact synced successfully (ActiveCampaign ID = 9)
03-20-2020 @ 12:49:00 – Order ID = 10187 (Status = pending). Contact synced successfully (ActiveCampaign ID = 9)
03-20-2020 @ 13:50:25 – Order ID = 10192 (Status = pending). Contact synced successfully (ActiveCampaign ID = 10)
03-20-2020 @ 13:50:52 – Order ID = 10192 (Status = processing). Contact synced successfully (ActiveCampaign ID = 10)
03-20-2020 @ 14:47:37 – Order ID = 10193 (Status = pending). Contact synced successfully (ActiveCampaign ID = 11)
03-20-2020 @ 14:49:52 – Order ID = 10193 (Status = pending). Contact synced successfully (ActiveCampaign ID = 11)
03-20-2020 @ 14:55:01 – Order ID = 10193 (Status = pending). Contact synced successfully (ActiveCampaign ID = 11)
03-20-2020 @ 15:01:44 – Order ID = 10194 (Status = pending). Contact synced successfully (ActiveCampaign ID = 12)
03-20-2020 @ 15:02:22 – Order ID = 10194 (Status = processing). Contact synced successfully (ActiveCampaign ID = 12)
03-20-2020 @ 16:22:38 – Order ID = 10195 (Status = pending). Contact synced successfully (ActiveCampaign ID = 13)
03-20-2020 @ 16:23:16 – Order ID = 10195 (Status = pending). Contact synced successfully (ActiveCampaign ID = 13)
03-20-2020 @ 16:23:41 – Order ID = 10195 (Status = processing). Contact synced successfully (ActiveCampaign ID = 13)
03-20-2020 @ 16:31:31 – Order ID = 10196 (Status = pending). Contact synced successfully (ActiveCampaign ID = 14)
03-20-2020 @ 16:32:25 – Order ID = 10196 (Status = processing). Contact synced successfully (ActiveCampaign ID = 14)
03-20-2020 @ 18:05:17 – Order ID = 10197 (Status = pending). Contact synced successfully (ActiveCampaign ID = 15)
03-20-2020 @ 18:05:53 – Order ID = 10197 (Status = processing). Contact synced successfully (ActiveCampaign ID = 15)
03-20-2020 @ 19:50:57 – Order ID = 10198 (Status = pending). Contact synced successfully (ActiveCampaign ID = 16)
03-20-2020 @ 19:51:27 – Order ID = 10198 (Status = processing). Contact synced successfully (ActiveCampaign ID = 16)
03-20-2020 @ 21:15:04 – Order ID = 10199 (Status = pending). Contact synced successfully (ActiveCampaign ID = 17)
03-20-2020 @ 21:16:26 – Order ID = 10199 (Status = processing). Contact synced successfully (ActiveCampaign ID = 17)
03-20-2020 @ 21:52:41 – Order ID = 10200 (Status = pending). Contact synced successfully (ActiveCampaign ID = 18)
03-20-2020 @ 21:53:52 – Order ID = 10200 (Status = processing). Contact synced successfully (ActiveCampaign ID = 18)
03-21-2020 @ 05:28:53 – Order ID = 10201 (Status = pending). Contact synced successfully (ActiveCampaign ID = 19)
03-21-2020 @ 05:29:23 – Order ID = 10201 (Status = processing). Contact synced successfully (ActiveCampaign ID = 19)
03-21-2020 @ 07:23:18 – Order ID = 10202 (Status = pending). Contact synced successfully (ActiveCampaign ID = 20)
03-21-2020 @ 07:23:42 – Order ID = 10202 (Status = processing). Contact synced successfully (ActiveCampaign ID = 20)
03-21-2020 @ 10:46:34 – Order ID = 10203 (Status = pending). Contact synced successfully (ActiveCampaign ID = 21)
03-21-2020 @ 10:47:21 – Order ID = 10203 (Status = processing). Contact synced successfully (ActiveCampaign ID = 21)
03-21-2020 @ 11:17:22 – Order ID = 10204 (Status = pending). Contact synced successfully (ActiveCampaign ID = 22)
03-21-2020 @ 11:17:42 – Order ID = 10204 (Status = processing). Contact synced successfully (ActiveCampaign ID = 22)
03-21-2020 @ 11:49:56 – Order ID = 10205 (Status = pending). Contact synced successfully (ActiveCampaign ID = 23)
03-21-2020 @ 11:52:16 – Order ID = 10205 (Status = processing). Contact synced successfully (ActiveCampaign ID = 23)
03-21-2020 @ 12:32:55 – Order ID = 10206 (Status = pending). Contact synced successfully (ActiveCampaign ID = 24)
03-21-2020 @ 12:33:19 – Order ID = 10206 (Status = processing). Contact synced successfully (ActiveCampaign ID = 24)
03-21-2020 @ 14:12:33 – Order ID = 10207 (Status = pending). Contact synced successfully (ActiveCampaign ID = 25)
03-21-2020 @ 14:13:06 – Order ID = 10207 (Status = processing). Contact synced successfully (ActiveCampaign ID = 25)
03-21-2020 @ 15:52:15 – Order ID = 10208 (Status = pending). Contact synced successfully (ActiveCampaign ID = 26)
03-21-2020 @ 15:52:44 – Order ID = 10208 (Status = processing). Contact synced successfully (ActiveCampaign ID = 26)
03-21-2020 @ 15:54:01 – Order ID = 10209 (Status = pending). Contact synced successfully (ActiveCampaign ID = 27)
03-21-2020 @ 17:03:51 – Order ID = 10209 (Status = pending). Contact synced successfully (ActiveCampaign ID = 27)
03-21-2020 @ 17:04:42 – Order ID = 10209 (Status = processing). Contact synced successfully (ActiveCampaign ID = 27)
03-21-2020 @ 18:29:27 – Order ID = 10210 (Status = pending). Contact synced successfully (ActiveCampaign ID = 28)
03-21-2020 @ 18:29:45 – Order ID = 10210 (Status = processing). Contact synced successfully (ActiveCampaign ID = 28)
03-21-2020 @ 19:54:07 – Order ID = 10211 (Status = pending). Contact synced successfully (ActiveCampaign ID = 29)
03-21-2020 @ 19:56:45 – Order ID = 10211 (Status = processing). Contact synced successfully (ActiveCampaign ID = 29)
03-21-2020 @ 20:04:14 – Order ID = 10212 (Status = pending). Contact synced successfully (ActiveCampaign ID = 30)
03-21-2020 @ 20:04:44 – Order ID = 10212 (Status = processing). Contact synced successfully (ActiveCampaign ID = 30)
03-21-2020 @ 20:54:53 – Order ID = 10213 (Status = pending). Contact synced successfully (ActiveCampaign ID = 31)
03-21-2020 @ 20:55:55 – Order ID = 10213 (Status = processing). Contact synced successfully (ActiveCampaign ID = 31)
03-21-2020 @ 21:00:47 – Order ID = 10214 (Status = pending). Contact synced successfully (ActiveCampaign ID = 32)
03-21-2020 @ 21:01:20 – Order ID = 10214 (Status = processing). Contact synced successfully (ActiveCampaign ID = 32)
03-21-2020 @ 21:06:12 – Order ID = 10215 (Status = pending). Contact synced successfully (ActiveCampaign ID = 33)
03-21-2020 @ 21:06:30 – Order ID = 10215 (Status = processing). Contact synced successfully (ActiveCampaign ID = 33)
03-21-2020 @ 21:18:37 – Order ID = 10216 (Status = pending). Contact synced successfully (ActiveCampaign ID = 34)
03-21-2020 @ 21:19:48 – Order ID = 10216 (Status = processing). Contact synced successfully (ActiveCampaign ID = 34)
03-21-2020 @ 21:32:36 – Order ID = 10217 (Status = pending). Contact synced successfully (ActiveCampaign ID = 35)
03-21-2020 @ 21:33:04 – Order ID = 10217 (Status = processing). Contact synced successfully (ActiveCampaign ID = 35)
03-21-2020 @ 23:04:05 – Order ID = 10218 (Status = pending). Contact synced successfully (ActiveCampaign ID = 36)
03-21-2020 @ 23:04:57 – Order ID = 10218 (Status = processing). Contact synced successfully (ActiveCampaign ID = 36)
03-22-2020 @ 07:20:16 – Order ID = 10219 (Status = pending). Contact synced successfully (ActiveCampaign ID = 37)
03-22-2020 @ 07:20:43 – Order ID = 10219 (Status = processing). Contact synced successfully (ActiveCampaign ID = 37)
03-22-2020 @ 08:58:10 – Order ID = 10220 (Status = pending). Contact synced successfully (ActiveCampaign ID = 38)
03-22-2020 @ 08:58:49 – Order ID = 10220 (Status = processing). Contact synced successfully (ActiveCampaign ID = 38)
03-22-2020 @ 09:21:18 – Order ID = 10221 (Status = pending). Contact synced successfully (ActiveCampaign ID = 39)
03-22-2020 @ 09:21:39 – Order ID = 10221 (Status = processing). Contact synced successfully (ActiveCampaign ID = 39)
03-22-2020 @ 10:20:18 – Order ID = 10222 (Status = pending). Contact synced successfully (ActiveCampaign ID = 40)
03-22-2020 @ 10:21:10 – Order ID = 10222 (Status = processing). Contact synced successfully (ActiveCampaign ID = 40)
03-22-2020 @ 10:35:24 – Order ID = 10223 (Status = pending). Contact synced successfully (ActiveCampaign ID = 41)
03-22-2020 @ 10:36:00 – Order ID = 10223 (Status = processing). Contact synced successfully (ActiveCampaign ID = 41)
03-22-2020 @ 10:47:24 – Order ID = 10224 (Status = pending). Contact synced successfully (ActiveCampaign ID = 42)
03-22-2020 @ 10:48:33 – Order ID = 10224 (Status = processing). Contact synced successfully (ActiveCampaign ID = 42)
03-22-2020 @ 11:52:26 – Order ID = 10225 (Status = pending). Contact synced successfully (ActiveCampaign ID = 43)
03-22-2020 @ 11:52:51 – Order ID = 10225 (Status = processing). Contact synced successfully (ActiveCampaign ID = 43)
03-22-2020 @ 12:38:59 – Order ID = 10226 (Status = pending). Contact synced successfully (ActiveCampaign ID = 44)
03-22-2020 @ 12:39:39 – Order ID = 10226 (Status = processing). Contact synced successfully (ActiveCampaign ID = 44)
03-22-2020 @ 13:12:50 – Order ID = 10227 (Status = pending). Contact synced successfully (ActiveCampaign ID = 45)
03-22-2020 @ 13:15:29 – Order ID = 10227 (Status = processing). Contact synced successfully (ActiveCampaign ID = 45)
03-22-2020 @ 14:08:22 – Order ID = 10228 (Status = pending). Contact synced successfully (ActiveCampaign ID = 46)
03-22-2020 @ 14:09:47 – Order ID = 10228 (Status = pending). Contact synced successfully (ActiveCampaign ID = 46)
03-22-2020 @ 14:10:55 – Order ID = 10228 (Status = processing). Contact synced successfully (ActiveCampaign ID = 46)
03-22-2020 @ 14:22:36 – Order ID = 10229 (Status = pending). Contact synced successfully (ActiveCampaign ID = 47)
03-22-2020 @ 14:23:20 – Order ID = 10229 (Status = processing). Contact synced successfully (ActiveCampaign ID = 47)
03-22-2020 @ 15:20:27 – Order ID = 10230 (Status = pending). Contact synced successfully (ActiveCampaign ID = 94)
03-22-2020 @ 15:21:03 – Order ID = 10230 (Status = processing). Contact synced successfully (ActiveCampaign ID = 94)
03-22-2020 @ 16:54:26 – Order ID = 10231 (Status = pending). Contact synced successfully (ActiveCampaign ID = 96)
03-22-2020 @ 16:54:54 – Order ID = 10231 (Status = processing). Contact synced successfully (ActiveCampaign ID = 96)
03-22-2020 @ 17:42:44 – Order ID = 10232 (Status = pending). Contact synced successfully (ActiveCampaign ID = 98)
03-22-2020 @ 17:43:26 – Order ID = 10232 (Status = processing). Contact synced successfully (ActiveCampaign ID = 98)
03-22-2020 @ 18:11:49 – Order ID = 10233 (Status = pending). Contact synced successfully (ActiveCampaign ID = 99)
03-22-2020 @ 18:12:13 – Order ID = 10233 (Status = processing). Contact synced successfully (ActiveCampaign ID = 99)
03-22-2020 @ 18:16:32 – Order ID = 10234 (Status = pending). Contact synced successfully (ActiveCampaign ID = 100)
03-22-2020 @ 18:16:58 – Order ID = 10234 (Status = processing). Contact synced successfully (ActiveCampaign ID = 100)
03-22-2020 @ 18:35:29 – Order ID = 10235 (Status = pending). Contact synced successfully (ActiveCampaign ID = 101)
03-22-2020 @ 18:36:04 – Order ID = 10235 (Status = processing). Contact synced successfully (ActiveCampaign ID = 101)
03-22-2020 @ 18:50:05 – Order ID = 10236 (Status = pending). Contact synced successfully (ActiveCampaign ID = 93)
03-22-2020 @ 18:56:58 – Order ID = 10236 (Status = processing). Contact synced successfully (ActiveCampaign ID = 93)
03-22-2020 @ 19:22:44 – Order ID = 10237 (Status = pending). Contact synced successfully (ActiveCampaign ID = 102)
03-22-2020 @ 19:23:38 – Order ID = 10237 (Status = processing). Contact synced successfully (ActiveCampaign ID = 102)
03-22-2020 @ 19:46:43 – Order ID = 10238 (Status = pending). Contact synced successfully (ActiveCampaign ID = 103)
03-22-2020 @ 19:47:55 – Order ID = 10238 (Status = processing). Contact synced successfully (ActiveCampaign ID = 103)
03-22-2020 @ 19:53:31 – Order ID = 10239 (Status = pending). Contact synced successfully (ActiveCampaign ID = 104)
03-22-2020 @ 19:54:27 – Order ID = 10239 (Status = processing). Contact synced successfully (ActiveCampaign ID = 104)
03-22-2020 @ 19:56:42 – Order ID = 10240 (Status = pending). Contact synced successfully (ActiveCampaign ID = 105)
03-22-2020 @ 19:56:57 – Order ID = 10240 (Status = processing). Contact synced successfully (ActiveCampaign ID = 105)
03-22-2020 @ 20:02:03 – Order ID = 10241 (Status = pending). Contact synced successfully (ActiveCampaign ID = 106)
03-22-2020 @ 20:03:19 – Order ID = 10241 (Status = processing). Contact synced successfully (ActiveCampaign ID = 106)
03-22-2020 @ 20:08:45 – Order ID = 10242 (Status = pending). Contact synced successfully (ActiveCampaign ID = 107)
03-22-2020 @ 20:09:18 – Order ID = 10242 (Status = processing). Contact synced successfully (ActiveCampaign ID = 107)
03-22-2020 @ 20:55:32 – Order ID = 10243 (Status = pending). Contact synced successfully (ActiveCampaign ID = 108)
03-22-2020 @ 20:56:03 – Order ID = 10243 (Status = processing). Contact synced successfully (ActiveCampaign ID = 108)
03-22-2020 @ 21:13:53 – Order ID = 10244 (Status = pending). Contact synced successfully (ActiveCampaign ID = 109)
03-22-2020 @ 21:14:38 – Order ID = 10244 (Status = processing). Contact synced successfully (ActiveCampaign ID = 109)
03-22-2020 @ 21:38:35 – Order ID = 10245 (Status = pending). Contact synced successfully (ActiveCampaign ID = 110)
03-22-2020 @ 21:39:02 – Order ID = 10245 (Status = processing). Contact synced successfully (ActiveCampaign ID = 110)
03-22-2020 @ 21:39:56 – Order ID = 10246 (Status = pending). Contact synced successfully (ActiveCampaign ID = 111)
03-22-2020 @ 21:40:49 – Order ID = 10246 (Status = processing). Contact synced successfully (ActiveCampaign ID = 111)
03-22-2020 @ 21:52:35 – Order ID = 10247 (Status = pending). Contact synced successfully (ActiveCampaign ID = 112)
03-22-2020 @ 21:53:07 – Order ID = 10247 (Status = processing). Contact synced successfully (ActiveCampaign ID = 112)
03-22-2020 @ 21:58:39 – Order ID = 10248 (Status = pending). Contact synced successfully (ActiveCampaign ID = 113)
03-22-2020 @ 21:59:11 – Order ID = 10248 (Status = processing). Contact synced successfully (ActiveCampaign ID = 113)
03-22-2020 @ 22:35:19 – Order ID = 10249 (Status = pending). Contact synced successfully (ActiveCampaign ID = 114)
03-22-2020 @ 22:35:57 – Order ID = 10249 (Status = processing). Contact synced successfully (ActiveCampaign ID = 114)
03-22-2020 @ 22:42:15 – Order ID = 10250 (Status = pending). Contact synced successfully (ActiveCampaign ID = 115)
03-23-2020 @ 05:57:39 – Order ID = 10252 (Status = pending). Contact synced successfully (ActiveCampaign ID = 116)
03-23-2020 @ 05:58:07 – Order ID = 10252 (Status = processing). Contact synced successfully (ActiveCampaign ID = 116)
03-23-2020 @ 05:59:35 – Order ID = 10253 (Status = pending). Contact synced successfully (ActiveCampaign ID = 117)
03-23-2020 @ 06:00:00 – Order ID = 10253 (Status = processing). Contact synced successfully (ActiveCampaign ID = 117)
03-23-2020 @ 06:01:14 – Order ID = 10254 (Status = pending). Contact synced successfully (ActiveCampaign ID = 118)
03-23-2020 @ 06:01:49 – Order ID = 10254 (Status = processing). Contact synced successfully (ActiveCampaign ID = 118)
03-23-2020 @ 06:50:55 – Order ID = 10255 (Status = pending). Contact synced successfully (ActiveCampaign ID = 119)
03-23-2020 @ 07:11:28 – Order ID = 10256 (Status = pending). Contact synced successfully (ActiveCampaign ID = 120)
03-23-2020 @ 07:12:49 – Order ID = 10256 (Status = processing). Contact synced successfully (ActiveCampaign ID = 120)
03-23-2020 @ 09:23:31 – Order ID = 10261 (Status = pending). Contact synced successfully (ActiveCampaign ID = 2)
03-23-2020 @ 09:23:53 – Order ID = 10261 (Status = pending). Contact synced successfully (ActiveCampaign ID = 2)
03-23-2020 @ 09:26:11 – Order ID = 10261 (Status = pending). Contact synced successfully (ActiveCampaign ID = 121)
03-23-2020 @ 09:44:40 – Order ID = 10262 (Status = pending). Contact synced successfully (ActiveCampaign ID = 122)
03-23-2020 @ 09:54:03 – Order ID = 10263 (Status = pending). Contact synced successfully (ActiveCampaign ID = 123)
03-23-2020 @ 10:34:16 – Order ID = 10264 (Status = pending). Contact synced successfully (ActiveCampaign ID = 124)
03-23-2020 @ 10:34:43 – Order ID = 10264 (Status = processing). Contact synced successfully (ActiveCampaign ID = 124)
03-23-2020 @ 11:27:01 – Order ID = 10193 (Status = processing). Contact synced successfully (ActiveCampaign ID = 11)
03-23-2020 @ 17:57:01 – Order ID = 10265 (Status = pending). Contact synced successfully (ActiveCampaign ID = 125)
03-23-2020 @ 18:15:39 – Order ID = 10265 (Status = pending). Contact synced successfully (ActiveCampaign ID = 125)
03-23-2020 @ 19:00:47 – Order ID = 10266 (Status = pending). Contact synced successfully (ActiveCampaign ID = 126)
03-23-2020 @ 19:01:19 – Order ID = 10266 (Status = processing). Contact synced successfully (ActiveCampaign ID = 126)
03-23-2020 @ 19:33:43 – Order ID = 10267 (Status = pending). Contact synced successfully (ActiveCampaign ID = 127)
03-23-2020 @ 19:34:12 – Order ID = 10267 (Status = processing). Contact synced successfully (ActiveCampaign ID = 127)
03-23-2020 @ 20:20:38 – Order ID = 10268 (Status = pending). Contact synced successfully (ActiveCampaign ID = 128)
03-23-2020 @ 20:21:04 – Order ID = 10268 (Status = processing). Contact synced successfully (ActiveCampaign ID = 128)
03-23-2020 @ 21:19:11 – Order ID = 10269 (Status = pending). Contact synced successfully (ActiveCampaign ID = 129)
03-23-2020 @ 21:19:47 – Order ID = 10269 (Status = processing). Contact synced successfully (ActiveCampaign ID = 129)
03-23-2020 @ 21:34:08 – Order ID = 10270 (Status = pending). Contact synced successfully (ActiveCampaign ID = 130)
03-23-2020 @ 21:34:45 – Order ID = 10270 (Status = pending). Contact synced successfully (ActiveCampaign ID = 130)
03-23-2020 @ 21:35:29 – Order ID = 10270 (Status = processing). Contact synced successfully (ActiveCampaign ID = 130)
03-24-2020 @ 10:33:49 – Order ID = 10271 (Status = pending). Contact synced successfully (ActiveCampaign ID = 131)
03-24-2020 @ 10:35:11 – Order ID = 10271 (Status = processing). Contact synced successfully (ActiveCampaign ID = 131)
03-24-2020 @ 10:57:33 – Order ID = 10272 (Status = pending). Contact synced successfully (ActiveCampaign ID = 132)
03-24-2020 @ 10:57:55 – Order ID = 10272 (Status = processing). Contact synced successfully (ActiveCampaign ID = 132)

AND yes AFTER payment is completed they need to be added to the mailing list and receive the emails.
So the trigger is: being added to the mailing list/receiving mails after payment/order complete

Thank you for your time.

Can you confirm the typical order status changes for a customers order. I can’t see from the debug log you sent. The easiest thing to do is to just look at an order on WordPress and list the status changes for me. So pick the first one on your list (order id 10074) and find the order under WooCommerce > Orders. On the right hand side of any order you will see a record with notes of the order status change.

I would expect your typical order sequence to be ‘Pending’ (awaiting payment), ‘Processing’ (paid) and then ‘Complete’. I could not see any completed orders in the debug log. It could be that you do not set the status to complete or that it just happens at a later point. But I need to know as it will effect the settings.

Assuming that you do not use the suffix tags mentioned before. Then the configuration you need for wc-ac-hook under WooCommerce > Settings > Integrations should be changed to:

Track Order Status should be DISABLED (i.e. uncheck)

Add/Update Contact should need to be ENABLED (i.e. checked) if EITHER of the following is true: You want the email sent when payment is received (i.e. status is processing) or if your orders never have a status of ‘Complete’.

Hopefully that is clear enough, but do check if you are unsure.

These are the order statusses: (complete, processing and started from top to bottom)

Bestelling afgerond met Mollie – iDEAL betaling (ord_mbi2h2).

toegevoegd op maart 20, 2020 om 12:04 pm Notitie verwijderen

Bestellingsstatus gewijzigd van Wachtend op betaling naar In behandeling.

toegevoegd op maart 20, 2020 om 12:04 pm Notitie verwijderen

Mollie – iDEAL betaling gestart (ord_mbi2h2).

toegevoegd op maart 20, 2020 om 12:02 pm Notitie verwijderen

It is indeed true that all orders are still “in behandeling” (processing) and not “complete” when i look at all orders in woocommerce, maybe this needs to be changed?
This status does not affect payment/receiving payment however, it is there in Mollie.

I changed the following to:
Track Order Status should be DISABLED (i.e. uncheck)
Add/Update Contact should need to be ENABLED (i.e. checked)

As you mentioned because both the following are true:
You want the email sent when payment is received (i.e. status is processing) or if your orders never have a status of ‘Complete’.

BUT they are both true, not just one of them, does this matter?

Thank you.

That setup looks right from what you say.

Track Order Status = Disabled
Add/Update Contact = Enabled

These settings means that only when you receive payment (i.e. the status changes to ‘Processing’) will the sync’d be triggered, the contact added to the AC list and your email be sent.

With those settings is does not matter if you complete orders or not.

See how you get on with that.

Yes sounds exactly like we need it!
If something does not work i will open a new topic.

Thank you very much for helping!
Have a nice day.