Request for Assistance with Customizing Email Templates

7 replies2 participantsUpdated by Jack Richardson

  • Avatar: Bagwani
    Bagwani
    Participant

    Hello Dear Team,

    I hope you guys are very well.

    I was checking the email settings in WooCommerce to see if customers are receiving emails when they buy a product from my website. I noticed that the settings seem messed up. The options are either not enabled or there is some coding involved that I don’t understand.

    Can you please check and fix this issue? It seems to be related to the theme, so only you might be able to resolve it.

    Please review it and ensure that emails are sent to users in the correct format.

    Thank you!

    Regards,
    BAGWANI

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    #412366 Copied Theme version: 9.3.18

    7 Answers

    Avatar: Jack Richardson
    Jack Richardson
    Support staff

    Dear @Bagwani,

    I hope this message finds you well.

    We have noticed that modifications have been made to the templates in your child-theme. As per our policy, please be reminded that we are not responsible for any issues that arise from changes made manually by customers to their child-theme files.

    In this situation, we kindly advise you to consult with the developer who implemented these modifications, or consider removing the altered templates entirely and starting afresh.

    Thank you for your attention to this matter.

    Best Regards,
    Jack Richardson
    The 8Theme Team

    #412395 Copied
    Avatar: Bagwani
    Bagwani
    Participant

    Hello Dear Team,

    I am using the Xstore child theme, and since the Xstore theme was installed, I haven’t made any changes in this mail settings.
    I only noticed today, when I placed a demo order, that emails are not being sent correctly; they’re coming through with some strange formatting.

    Please check this issue carefully, as it seems to be on your end.
    I haven’t made any changes myself.

    I kindly request that you review it and provide a solution.

    Thank you!

    Regards,
    BAGWANI

    #412406 Copied
    Avatar: Jack Richardson
    Jack Richardson
    Support staff

    Dear @Bagwani,

    We hope this message finds you well.

    It appears that the xstore-child folder on your website may have been duplicated from another site previously configured with the XStore theme. If you do not intend to modify the email templates within your child theme, we recommend renaming the xstore-child/woocommerce/emails folder to a different name. Please verify that everything functions correctly after making this change. If all is in order, you may then safely delete the renamed /emails folder.

    We should admit the details again that we are not responsible for any issues that arise from changes made manually by customers to their child-theme files. So maybe there was the developer on your web-site and it is better to consult with him about changes he made months ago.

    Should you require any further assistance or have additional questions, please do not hesitate to reach out.

    Best regards,
    Jack Richardson
    The 8Theme Team

    #412417 Copied
    Avatar: Bagwani
    Bagwani
    Participant

    Hello Dear Team,

    It appears that the xstore-child folder on your website may have been duplicated from another site previously configured with the XStore theme. If you do not intend to modify the email templates within your child theme, we recommend renaming the xstore-child/woocommerce/emails folder to a different name. Please verify that everything functions correctly after making this change. If all is in order, you may then safely delete the renamed /emails folder.

    I am a developer, but I’m not sure how this happened. If you can understand this issue, please make the necessary changes for me. I kindly request that you address this on my behalf.

    I would greatly appreciate your help. Please fix this issue as it is a small request. As a theme developer, you understand how to handle child themes better.

    Thank you very much!

    Regards,
    BAGWANI

    Please contact administrator
    for this information.
    #412419 Copied
    Avatar: Jack Richardson
    Jack Richardson
    Support staff

    Hello @Bagwani

    You can simply rename the /emails folder as we recommended above. But if you still unable to do it by yourself, please, provide us the correct FTP access for your web-site because it is not possible to implement the solution by us with the provided by you WP-ADMIN access only.

    Kind regards, Jack Richardson

    #412489 Copied
    Avatar: Bagwani
    Bagwani
    Participant

    Hello Dear Team,

    One of my customer placed a test order to check, and I received the order confirmation email in the backend register email id, but the customer did not receive theirs. The email is coming to me, but not to the customer. Can you please check this issue?

    Also, I’m providing the FTP access you asked for. Please check everything thoroughly to ensure there are no problems in the future.

    Thank you in advance.

    Regards,
    BAGWANI

    Please contact administrator
    for this information.
    #412505 Copied
    Avatar: Jack Richardson
    Jack Richardson
    Support staff

    Dear @Bagwani,

    We hope this message finds you well. We would like to inform you that we have successfully renamed the WooCommerce folder in your child theme. Additionally, upon reviewing your system, we have identified a few errors in your error log file, which can be viewed here: https://prnt.sc/5nrRePzUa8_4. It appears these errors are associated with third-party plugins, as detailed in the screenshot provided.

    Could you please take a moment to review these changes and confirm if everything is functioning as expected? Furthermore, we recommend testing with the default Storefront theme. This is advisable because the functionality concerning order emails is handled by the WooCommerce plugin, rather than our XStore theme. Using the default theme will help determine whether the issue is specific to our theme or inherent to the default settings.

    We appreciate your attention to this matter and look forward to your feedback.

    Best Regards,
    Jack Richardson
    The 8Theme Team

    #412660 Copied

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