How to add the tracking into the confirmations mails?

Hi @logologics,

Thank you for sharing the details. Just to clarify, are you using any email customizer plugins on your site? Sometimes customizers can affect how the tracking information is displayed in emails.

Let me know, and we’ll troubleshoot further!

Best regards,
Gaurav

Hi @gaurav1092,

Yes, I use this one:
Kadence WooCommerce Email Designer – WordPress plugin | www.ads-software.com

I will deactivate and test again, to see if the issue is gone, and will get back to you.

Thanks for responding so quickly!
Annie

Hi?@gaurav1092,

I can confirm that all works well, when the email designer plugin is deactivated.
Is there anything that can fix this on your end or should I contact support off the other plugin?
I would like to keep using the email customizer as well.

Thanks!
Annie

Hi @logologics,

We have tested the Kadence Email Customizer plugin with AST, and it works fine on our end. Our tracking widget is added to the “woocommerce_email_before_order_table” hook.

Could you check if the Completed order status email template is being overwritten in your theme or child theme? This could be causing the issue.

Best regards,
Gaurav

Hi @gaurav1092 ,

Hmm, I would not know how or what to check in the theme’s files to be honest.
There is no child theme and no custom code.

I switched to the Hello theme (Elementor) but it still does not send the tracking in the email, except when I disable the mail designer plugin.

What theme are you using for testing?

Thanks,
Annie

Hi @logologics,

We are using the Storefront and Flatsome themes for testing, and everything works fine with those setups.

Best regards,
Gaurav

Hi?@gaurav1092,

Thanks, I tested with Storefront and same issue.
I know activated OceanWP theme again, but disabled all other plugins, except Woocommerce, mail designer, Elementor. Now it shows the tracking, so I think it is safe to say, that it is not the theme either.

I will enable plugins, one by one and test each time, to find the culprit.
I will keep you up to speed.

Annie

• This reply was modified 1 month, 2 weeks ago by LogoLogics.

Hi?@gaurav1092,

Ok, did a lot of testing and these are my findings:

With my preferred theme OceanWP + mail designer active, the mail to the admin has the tracking in it (see screenshot: https://app.screencast.com/IuwPJ9bNZsHho),

but the mail to the customer has not (see screenshot: https://app.screencast.com/JDXZpWWYIu0gI?tab=Details&conversation=gu5exL2Fm42qwWF7Guipz5)

Same when I switch to Storefront, only the mail to the admin has the tracking, not to the client?
I found out, that even when I deactivate the mail designer, the client still does not get the tracking, only the mail to the admin.

I think the settings are correct?

See screenshot settings:
https://app.screencast.com/oCeN4ttrRxV4O?tab=Details&conversation=jzNnl415d3Ne8xQ2DR6Tc7

https://app.screencast.com/pKG1FPRvfZuFD?tab=Details&conversation=4hA8bxkvXeyWuek0jYL9nk
(is it normal that those two settings are greyed out, by the way?)

Any suggestions how to get this working to the costumers mail?

Thanks,
Annie

Hi @logologics,

Thank you for providing all the screenshots.

To troubleshoot further, could you please deactivate all other plugins except for AST and WooCommerce, and check if the tracking information is being sent in the customer email?

Also, do you use any caching plugins like Redis cache? If so, you might need to clear the cache to ensure that changes are reflected properly.

Let me know how it goes!

Best regards,
Gaurav

Hi?@gaurav1092,

Thanks for your kind help.

I already troubleshooted by disabling all other plugins, except Woo and your plugin, did not help.
To make sure, I did it again just now and, only the mail notification to the admin has the tracking in it, not the mail to the client. Even switched to the Storefront theme again too and tested it, but same issue.

No caching active in the shop and no redis on the server either.

So strange that the tracking is present in the mail to the admin, right?
I am really at my wits end, not sure what I can do more?
Really love this plugin, would like to keep using it.

Thanks,
Annie

Hi @logologics,

Thank you for your efforts in troubleshooting so far.

To better understand the issue, could you let me know how you’re adding tracking to the orders? Additionally, please share a screenshot of the admin order details page, including the order notes. This will help me investigate further.

Best regards,
Gaurav

Hi Gaurav,

Please look at my short video, so you can see how and where I add the tracking code:
https://app.screencast.com/QyssMg52sd42I

Thanks,
Annie

Hi @gaurav1092,

I have been testing my brains out, haha, and finally got it working, even with the plugin e-mail designer on!

Looks like the order in which I set the order to shipped, matters.

Now I follow these steps:

1. clients completes the order/payment
2. client receives an email thanking for the order
2. I go the that order in dashboard
3. I first add the tracking code and mark as shipped + hit the “fulfill order”.
4. After that the client received the email “your order is complete” and the tracking code is in that mail.

I still have one question:
Is there a way to manually resend the “your order has been shipped” with the tracking code in it?

Woocommerce only offers 3 options/actions to resend:

1. Send order details to customer (no tracking in there)
2. Resend new order notification to shop manager
3. Regenerate download permissions

In your settings (order emails display) I can add “updated tracking” but there are no such mails in Woocommerce?

Thanks again for your help!
Annie

Hi @logologics,

I’m glad to hear you got it working, even with the email designer plugin on—great job testing everything!

Regarding your question, we do have an email for Updated Tracking order status. You can find it under WooCommerce > Settings > Emails. Make sure to enable it from there. However, this email will not appear in the Kadence customizer, but you can customize it using our customizer.

Let me know if you need further assistance!

Best regards,
Gaurav

Hi Gaurav,

Yes, that is where I looked first to find that email, but it is not there?
Please look at my short video:
https://app.screencast.com/7n61Q65yddbkW

Thanks!
Annie

• This reply was modified 1 month, 2 weeks ago by LogoLogics.