Return to previous page

Email builder not showing templates for failed and other new statuses for customer

This topic has 17 replies, 3 voices, and was last updated 2 months, 3 weeks ago ago by Rose Tyler

Family Care

Participant

December 28, 2024 at 13:36

All our email templates in email builder work fine except following issues:
1. Order details manual template the email subject changes from invoice to details in the subject.
2. For failed order for customer and new statuses like delivered or shipped for customer, there is not way to create a new template as for new draft, I don’t see option to link with tempate.

All explained in screen recording: https://monosnap.com/file/Eri2XZDff85cyiF0TbiDh4B9fCSfw3

Please, contact administrator
for this information.

#428969 Copied

16 Answers

Family Care

Participant

December 28, 2024 at 13:52

Update for point #1, if the order status is pending payment or on-hold it works fine and shows invoice in subject but for any other status like processing or complete, it shows details in the subject line. It should be consistent.

#428972 Copied

Jack Richardson

Support staff

December 30, 2024 at 16:35

Dear @Abdul Moiz,

I hope this message finds you well.

Have you tried modifying the title of such emails within the settings of the template in WooCommerce? It’s possible that the subject line has been altered by WooCommerce plugin there, and you may simply need to set the desired subject for the email in those settings.

For custom templates built using our builder, you can refer to the following topic for guidance: https://www.8theme.com/topic/emails-for-dokan-vendors-are-not-being-sent/#post-418178. This topic provides information about the IDs of emails created based on the WooCommerce WC_Email class.

If you’ve created custom emails using a third-party plugin, we recommend reaching out to the support team of that plugin for assistance. Alternatively, you can submit a request for additional customization through the following link: https://www.8theme.com/account/#etheme_customization_panel.

Should you have any further questions or require additional support, please don’t hesitate to reach out.

Best regards,
Jack Richardson
The 8Theme Team

#429109 Copied

Family Care

Participant

December 30, 2024 at 16:53

Well, please read again what is my concern also I shared with you our wordpress credentials where you can check our woocommerce templates which are default and we didn’t change anything there we only using your email builder.
Please check specific issue. Its not that we are new and know nothing. We have already understanding but in this case we couldn’t do anything so referred to you.
We don’t use any other template or plugins for emails etc.

#429113 Copied

Jack Richardson

Support staff

December 31, 2024 at 15:31

Hello @Abdul Moiz,
Have you had a possibility to test the default subject on that email template from WooCommerce settings ?
Kind regards, Jack Richardson
The 8theme’s team

#429177 Copied

Family Care

Participant

December 31, 2024 at 18:46

No I never tested that. because from beginning I had all template by default in woocommerce and in email builder. like for order details manual template right? so might be you need to check and fire a test email while same way you can order using any of your email and you can see for pending payment and on hold it will send u invoice and for other statuses it will send you starting from details heading you have access in wordpress etc. to check this sir.

also look into 2nd point which will be even easier for you as that is a clear thing

#429186 Copied

Jack Richardson

Support staff

January 2, 2025 at 08:46

Dear @Abdul Moiz,

We hope this message finds you well.

At the moment, we are managing a significant number of topics on our support platform, which limits our ability to conduct individual testing for each client. Therefore, we kindly request your assistance in testing the issue on your end and providing us with feedback, including screenshots of the results.

We believe it should be possible for you to adjust the subject line of the email in the WooCommerce settings and then place a test order to verify whether the subject line in the received emails is correct.

Regarding your second question, we suggest addressing your inquiries step by step. Let us first resolve the primary issue, and once that is completed, we will proceed to review and address your subsequent questions.

Thank you for your understanding and cooperation.

Best regards,
Jack Richardson
The 8Theme Team

#429279 Copied

Family Care

Participant

January 2, 2025 at 09:31

I have already performed all tests and shared with you the screen recording. I don’t understand why you want me to do it again bringing same results.

#429288 Copied

Jack Richardson

Support staff

January 2, 2025 at 16:27

Dear @Abdul Moiz,

We hope this message finds you well.

As you are aware, our support services are dedicated to addressing issues or bugs specifically related to our projects.

To assist with your concern, we conducted a test order on your website without activating our Email Customizer. You can find the results here:
– https://prnt.sc/PdUBSTrpd7h_
– https://prnt.sc/hWjZnW2SW9f-

Additionally, we configured the email subject you previously mentioned for use, as shown here: https://prnt.sc/BoorEdcOmKgq. However, it appears that WooCommerce may have a bug in their code, which is causing the email subject to display incorrectly.

For this reason, we kindly requested that you verify whether the issue is related to our theme. In most cases, such issues are not connected to our theme, and we recommend reaching out to WooCommerce support for further assistance with this matter.

We appreciate your understanding and adherence to our support guidelines and privacy policy.

Thank you for your cooperation.

Best regards,
Jack Richardson
The 8Theme Team

#429363 Copied

Family Care

Participant

January 2, 2025 at 18:22

So following your screenshots I was able to fix it putting both paid and unpaid (which you already did) subject in woocommerce email template.
Now, it works

What is my original question that whatever subjects can be in woocommerce side or either no subject, your email builder should override them as it is successfully doing for all emails like order emails and all others we are using but in paid case, it didn’t take subject configured in your email builder so might be still issue with your side so you can check it for other stores as well for order details paid case does it take your subject or not.

Anyways we don’t want to waste your time on this as it anyhow works fine after putting it in woocommerce side

Files is visible for topic creator and
support staff only.

#429371 Copied

Family Care

Participant

January 2, 2025 at 18:24

Can you check this point now:
2. For failed order for customer and new statuses like delivered or shipped for customer, there is not way to create a new template as for new draft, I don’t see option to link with tempate.

All explained in screen recording (watch video at 3 minutes and after): https://monosnap.com/file/Eri2XZDff85cyiF0TbiDh4B9fCSfw3

#429372 Copied

Jack Richardson

Support staff

January 3, 2025 at 16:44

Dear @Abdul Moiz,

We hope this message finds you well.

We would like to inform you that we have added the following code to your child-theme/functions.php file: https://prnt.sc/S4nxOHQmYJfa. With this update, you now have the ability to create custom templates for those emails using our builder: https://prnt.sc/PBQjapZBnRax.

We kindly request you to create your desired templates and review them at your convenience. Should you encounter any issues or require further assistance, please do not hesitate to reach out to us.

Best regards,
Jack Richardson
The 8Theme Team

#429469 Copied

Family Care

Participant

January 3, 2025 at 17:22

Thank you very much for this update. Can you also do it for Failed order for customer listed in the woocommerce > emails.

I will configure their templates then.

#429472 Copied

Family Care

Participant

January 6, 2025 at 12:10

Is there any update on this?

#429614 Copied

Jack Richardson

Support staff

January 6, 2025 at 15:57

Hello @Abdul Moiz

We sincerely apologize for the delay in responding to your inquiry.

Reply times can vary from time to time and be up to 24 hours Monday – Friday and up to 48 hours on weekends, Sat-Sun. But is usually faster than that. Please, do not submit multiple topics for the same request, as this does not result in a faster response time.

Please, check now -> https://prnt.sc/mkGQo6X8CQ9p.

Kind regards,
Jack Richardson
The 8theme’s team

#429658 Copied

Family Care

Participant

January 7, 2025 at 19:37

thanks I have configured them and now they work fine.
Thank you very much for your support.

#429805 Copied

Rose Tyler

Support staff

January 8, 2025 at 11:37

Hello @Abdul Moiz,

You’re welcome!

Warm Regards,
The 8Theme Team

#429860 Copied
Viewing 17 results - 1 through 17 (of 17 total)