No Email sent when an order is Refunded

Hey there, @gmongrut! Thanks for contacting us. I’m happy to help you.

Thank you for the detailed information.

It is possible this is being caused by a plugin conflict, but before suggesting testing this, I would like to get a proper look at your site.

Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Also, is this issue exclusive to the refund emails? All other emails are sent correctly?

Looking forward to your reply.

Have a wonderful day!

• This reply was modified 11 months, 2 weeks ago by carolm29 (woo-hc).

Hi there,

I greatly appreciate all your help!

I’ve just realized that refund emails aren’t being sent. Additionally, I’m uncertain if any other emails are experiencing the same issue. Otherwise, I believe everything else is functioning properly.

You can find all the information requested here.

Thank you again!

Hey, @gmongrut!

Thank you for the information!

Just to confirm, from what I understood from your first message you already installed WP Mail Logging and ran tests to check and this plugin shows the emails are not being sent, correct? You would need to have refunded something after installing and activating it for the information to show there.

To check if other emails are being sent, you can run a test order and check the WP Mail Logging, or the email you used for the test order.

If the emails are really not being sent, as I mentioned, it is most likely a plugin/theme conflict.

To test, you’ll first want to change the theme on your site to Storefront, then check to see if the issue is still present. If that resolves the issue, you’ll want to get in touch with your theme’s developer and see if they have an update or fix for you.

If changing the theme doesn’t help, you’ll want to deactivate all plugins except for WooCommerce and take a look. If that fixes the problem, re-enable the other plugins one by one (gradually), checking after each, to see where the issue is coming from.

— Be sure you have a good backup in place of your full site and database. You can ask your host for backup functionality or you can consider using a service like Jetpack. If something goes wrong, you will be able to restore it.

— Also, you can consider using a plugin like Health Check & Troubleshooting. This is a plugin developed by the WordPress community and it is helpful to disable plugins without affecting your current site visitors.

— It is important to consider as well a staging functionality in case you would not like to touch your production site (you can ask your host if they offer this service), or you can use WP Staging for quickly spinning up a new test site.

You can find more about this in this guide.

Please let us know about your findings.

Looking forward to your reply.

Have a wonderful day!

Hello there!

We appreciate your insightful message.

Mainly, we followed your instructions and realized that we had issues with our SMTP provider integration. So, we’re going to contact them directly!

So, deactivating all plugins, we realized that it was then working!

Thank you for everything!

Hi @gmongrut,

We’re glad to hear that our guidance has been helpful, and you’ve been able to identify the issue with your SMTP provider integration.

It’s a great step forward to contact them directly. This should hopefully resolve any issues you’re experiencing.

All the best!