Order info from customer does not show up in mail to us

Dear AnimalShop,

Thank you for getting in touch with us.

Please try to disable Built-in Email Builder and check how it works then.
Let us know the result.

Kind Regards,
8theme team

Dear AnimalShop,

What plugin or code do you use to add the mentioned field on checkout? It seems that plugin or code is not compatible with our EMail Builder, so you can disable one of them, or contact support team of that plugin to get advice.

Please note that we do not give a guaranty for full theme compatibility with all existing 3rd party plugins. Sometimes, not always, you need additionally customize the theme or plugin to make them work together. Unfortunately, it’s not possible for the author to make the theme compatible with all the existing plugins and additional customization is outside the scope of our basic support.
https://www.8theme.com/documentation/xstore/plugins/third-party-plugins/

Kind Regards,
8theme team

Dear AnimalShop,

Thank you for your response and for using our theme.

It is not “throw the ball away”, but rules from our documentation – https://www.8theme.com/documentation/xstore/plugins/third-party-plugins/ Theme author can’t be responsible for compatibility with all existing plugins or any custom code.

You did not answer what plugin you use for mentioned files. Meanwhile, we may try to help you, with this compatibility issue: 1/ Please let us know what exactly plugin doesn’t compatible with our mail builder; 2/Provide temporary wp-admin and FTP access.
Then I will be able to pass your request to our developers team.

Kind Regards,
8theme team

Dear AnimalShop,

Every update passes through testing by our team. As you can see in our changelog – https://xstore.8theme.com/update-history/ changes to our email builder were not done in the latest update.
You did not let us know what 3rd party plugin you are using, so how can we test its compatibility with our theme?

We really want to help every our customers, you purchased 8 licenses which means you like our XStore, so why you ignore us and do not let us know the info we ask – https://prnt.sc/BELf22fn1fQI (temporary wp-admin access we already have from you).
Please cooperate with us.
I hope my answer is clear now: any team can’t guarantee compatibility with all 3rd party plugins from the box, but we are constantly working on improvements.

Kind Regards,
8theme team

Hello AnimalShop,

We did analysis of the issue you wrote and found that field that is missing in email (with XStore email builder used) comes from 3rd party plugin and was manually created in its admin panel by you or your developer -> https://prnt.sc/wV-X35N-xhX7 Plugin name that was used for such additional customization is “Checkout Field Editor for WooCommerce” and it is active on your website -> https://prnt.sc/H3uI0_C-pnfq . So according to your message that “My basic setup is XStore + WooCommerce + Elementor Pro.“ → https://www.8theme.com/topic/order-info-from-customer-does-not-show-up-in-mail-to-us/#post-358658 We consider that you just didn’t want to agree with us that it is 3rd party plugin used for such custom field or didn’t test it well with basic plugins only. Also, we are pretty sure that it didn’t work before the update as well as it should be compatible as we already made for you and described below.

Anyway, we made few tests and found that such plugin uses woocommerce action “woocommerce_email_order_meta_fields” -> https://prnt.sc/HlwWqDpt-_1M that is missing in our Email builder (because we have separated shortcodes for each woocommerce basic fields that creates many possibilities for customizations inside builder -> https://prnt.sc/P0W3wx1hm8kS ))

We decided to create a custom shortcode for you to display such “custom fields” anywhere you would like to -> https://prnt.sc/hIO8gZ19egJZ and added “{woo_checkout_field_editor_pro_text}” shortcode in Processing Email template -> https://prnt.sc/we9cqqr2ogVf )

For making it work we also added the next custom code inside your child-theme/functions.php

add_filter('viwec_register_replace_shortcode', function($shortcodes, $object, $args) {
    if ( empty( $args ) ) {
        return $shortcodes;
    }

    if ( !class_exists('THWCFD_Utils') ) {
        return $shortcodes;
    }

if ( !$object || !is_a( $object, 'WC_Order' ) ) return $shortcodes;

$order_id = $object->get_order_number();

$custom_fields = array();
$THWCFD_Utils = new THWCFD_Utils();
$fields = $THWCFD_Utils::get_checkout_fields();

// Loop through all custom fields to see if it should be added
foreach( $fields as $key => $field ) {
    if(isset($field['show_in_email']) && $field['show_in_email'] && !$THWCFD_Utils::is_wc_handle_custom_field($field)){
        $value = get_post_meta( $order_id, $key, true );

        if($value){
            $label = isset($field['label']) && $field['label'] ? $field['label'] : $key;
            //$label = esc_attr($label);
            $value = $THWCFD_Utils::get_option_text($field, $value);

            $f_type = isset($field['type']) ? $field['type'] : 'text';
            $value = esc_html__($value, 'woo-checkout-field-editor-pro');
            if($f_type == 'textarea'){
                $value =  nl2br($value);
            }

            $custom_field = array();
            $custom_field['label'] = wp_kses_post(__($label, 'woo-checkout-field-editor-pro'));
            $custom_field['value'] = $value;
            $custom_field['key'] = $key;

            $custom_fields[$key] = $custom_field;
        }
    }
}

foreach ($custom_fields as $custom_field) {
    $shortcodes['woo_checkout_field_editor_pro_'.$custom_field['key']] = [ '{woo_checkout_field_editor_pro_'.$custom_field['key'].'}' => $custom_field['value'] ];
}

return $shortcodes;
}, 10, 3);

→ https://prnt.sc/V3jpcEeTwczK

As result, we made few test emails and manually (from admin) set them as processing → https://prnt.sc/7l-VnvvQjC6y

So customer received the next email with information he put in order details: https://prnt.sc/HbEY9PYNOKkA

We hope that our solution meets your satisfaction.

Kind Regards,
8theme team