order received

Hi @cromag27 ,

Thanks for reaching out!

I understand that you are experiencing issues with your customers not receiving order confirmation emails, is this correct?

This is usually narrowed down to the email service provider (usually your web host), or the email address which you are using on your store.

As a first step, can you check under?WooCommerce → Settings →?Emails?tab, and check if email is enabled for?New order,?Cancelled order, and?Failed order?

You can click on the Manage button on the right side next to each email type, and it will show if that email notification is enabled.

If the New order email is enabled, then I would recommend logging whether an email is created and sent by installing the WP Mail Logging plugin and following the below steps:

• Generate a test order
• Go to your WP Admin > Tools > WP Mail Log
• Check that your test order generated an email, and if there are any sending errors reported (you can share the results with us here).

I would also encourage you to check our?Email FAQ?which is a great resource to narrow down what could be causing this behavior.

i would like to edit the order received page to let them know they may not get an email, but i don’t know where that .php file is.

What you are looking for here is the thankyou.php page template file which can be found under wp-content/plugins/woocommerce/templates/checkout.

You can read more about customizing the Order received / thank you page, here.

Cheers!

1. new, cancelled and failed are turned on. the one i’m having an issue with is processing order which is sent to customers after an order is placed. this is also turned on.
2. wp mail log shows emails are being sent successfully.
3. mailjet shows an abundance of ‘soft bounces.’

Hi @cromag27 ,

Thanks for providing an update!

For clarity, when did you first start noticing the Processing emails not being sent? Has it been a consistent issue, or a more recent one?

Also, have you always used Mailjet as your SMTP? If yes, have you managed to reach out to their support to check if there may be issues with the configuration, or other?

wp mail log shows emails are being sent successfully.

Please can you check that the emails have not landed up in your emails Spam folder? You can read more about emails being sent, but not received, here.

mailjet shows an abundance of ‘soft bounces.’

Soft bounce is a temporary issue such as the recipient’s inbox being full or a connection timeout. Since the email was sent (via the Wp Mail Logging logs) but the recipient did not receive it, it could also mean that this email was stuck inside your SMTP server.

I’d suggest reaching out to Mailjet to check if they can identify any issues on their end. Here is a direct link to their support forum.

Alternatively, you can also try using a different SMTP provider, such as Mailpoet, and see if the issue still persists.

Cheers!

thank you for the reply again. i updated the spif and dkim per mailjet’s instructions. i’m hoping this will resolve the issue.

Hi @cromag27 ,

We haven’t heard back from you in a while, has updating the spif and dkim as per Mailjet’s instructions managed to resolve the issue?

I’m going to mark this as resolved – feel free to create a new topic should you need any further help.

Cheers!