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Store emails not sending to customers, but sending to admin

This topic has 12 replies, 2 voices, and was last updated 3 months, 3 weeks ago ago by Jack Richardson

TrueDylFashion

Participant

August 22, 2024 at 14:55

I dont know how to fix this but it is a big deal, people are wondering if my site is a scam because they get no email updates when they place an order. I need to solve this. I would prefer to cut the troubleshooting phase and get right into providing you admin logins.

I am using the XStore email builder.

Please, contact administrator
for this information.

#411193 Copied

11 Answers

TrueDylFashion

Participant

August 22, 2024 at 18:22

It is very strange. Order received emails are not being sent, but if I go into an order and add a note to the customer, that email does send. there appears to be an error when sending “Order Received” emails. I havent attempted other emails.

#411205 Copied

Jack Richardson

Support staff

August 23, 2024 at 08:59

Dear @TrueDylFashion,

I hope this message finds you well. We kindly request that you allocate some time to test the functionality of your email system with our Email Builder deactivated. It is important to note that we have not made any changes or implemented any code that could potentially affect the operation of your email system actions. This functionality is managed by the WooCommerce plugin.

Should the issue persist with the Email Builder feature inactive, we recommend reviewing the WooCommerce documentation for further guidance. Should you have any further inquiries, please do not hesitate to reach out directly to their support team, as they are responsible for the development and coding of their plugin, unlike our team, which focuses on theme development.

Thank you for your attention to this matter.

Best regards,
Jack Richardson
The 8Theme Team

#411281 Copied

TrueDylFashion

Participant

August 26, 2024 at 17:35

My web admin disabled the theme email sender and all emails are functioning properly via woomcommerce when NOT using your theme builder.

I would prefer to send using the email builder that is in the theme, it is one of the reasons I use the theme. How do we fix this?

I paid money to re-up my theme support so that I could ask this question, and it is clearly a theme issue now that Woocommerce is sending their emails properly when using the basic email sender.

I would appreciate actual support for the theme.

#411686 Copied

TrueDylFashion

Participant

August 26, 2024 at 17:59

We have also deactivated all plugins except XStore core and woocommerce for testing, and the results were the same.

#411689 Copied

Jack Richardson

Support staff

August 27, 2024 at 07:18

Dear @TrueDylFashion,

I hope this message finds you well.

We are reaching out to request your assistance with configuring the staging website to enable us to conduct a test order without initiating any payments. This is to ensure that the previously reported issue has been resolved.

Also, provide us the correct FTP access to your web-site in private area.

We would appreciate your prompt attention to this matter and look forward to your cooperation.

Best regards,
Jack Richardson
8Theme’s Team

#411740 Copied

TrueDylFashion

Participant

August 28, 2024 at 07:41

Here is the information, please let me know if there is anything else you need.

Please contact administrator
for this information.

#411914 Copied

Jack Richardson

Support staff

August 28, 2024 at 10:21

Dear @TrueDylFashion,

I hope this message finds you well.

We are contacting you to request your assistance with a matter concerning email functionality on your platform. Could you kindly reach out to your hosting provider to inquire if there are any restrictions on auto-emails? We have observed that while manual emails to customers are successfully sent (as shown here: https://prnt.sc/ya42XJpwxJy6), there seems to be an issue with automated emails (reference: https://prnt.sc/d7y6HZLo1nhe).

Your prompt attention to this matter would be greatly appreciated, as it will help ensure seamless communication with our shared customers.

Thank you for your cooperation.

Best Regards,
Jack Richardson
8Theme’s Team

#411959 Copied

TrueDylFashion

Participant

August 28, 2024 at 15:49

The auto email used to work fully for this site, and I believe it still does. It works completely fine when the theme’s Email Builder is not on to my understanding. If you run a test with the theme Email Builder off all admin and customer emails send flawlessly, at least they did in our tests.

When theme Email Builder is on, the admin also gets all emails, but the customer does not. I will still ask them, but I do not believe that is the problem.

#412049 Copied

Jack Richardson

Support staff

August 28, 2024 at 16:09

Dear @TrueDylFashion,

I hope this message finds you well.

We are currently awaiting the response from your hosting provider, as previously requested. At this time, we have not identified any code-related issues that could be causing the problem you are experiencing. Furthermore, we have not encountered similar issues with other clients, which leads us to believe that the issue may be specific to your website.

Thank you for your patience and cooperation in this matter. We look forward to resolving this issue promptly once we receive the necessary information from your hosting provider.

Kind regards,
Jack Richardson
The 8Theme’s Team

#412059 Copied

TrueDylFashion

Participant

August 28, 2024 at 18:06

My hosting provider said:

“Hello!

There are no restrictions on auto-emails from our end. The issue is likely related to your WordPress configuration.”

——————-

I have just run my own tests with WP Mail Logging enabled. When the XStore Email Builder is enabled, emails are not “Failing” to send, they simply are not sending at all. Nothing gets logged.

BUT

When I turn off the Email Builder and do a test order you can see all emails successfully send (both customer & admin). This is not a case of emails failing to send, they just do not when the Email Builder is on.

You can view these results in the WP Mail Logging and do more of your own tests in the staging environment. You have my permission to disable any plugins you would like in the staging environment, I just want to solve the problem with the theme Email Builder not functioning as it should.

#412066 Copied

Jack Richardson

Support staff

August 29, 2024 at 07:45

Dear @TrueDylFashion,

I hope this message finds you well. We have noticed some issues regarding email delivery on your server and would like to suggest a few checks that might help identify the problem:

1. Please review the PHP logs to ensure that emails are being sent to the SMTP server without any errors.
2. Examine the mail server logs to determine if emails are being blocked or filtered out for any reason.

Additionally, it is worth considering that the unique structure and content of custom email templates might be causing them to be flagged as spam by your server.

It is important to note that our Email Builder has been operational for a considerable period without similar issues reported by other clients. This leads us to believe that the problem might be specific to your environment.

Thank you for your attention to this matter. We look forward to your response and are here to assist you with any further inquiries.

Best Regards,
Jack Richardson
The 8Theme Team

#412118 Copied
Tagged: admin email, best selling themes, email not sending, store email issues, store email problems, woocommerce customer communication, woocommerce themes
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