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Custom “New Order” admin email only sent on local pickup

This topic has 4 replies, 2 voices, and was last updated 2 weeks, 4 days ago ago by Jack Richardson

madlajos

Participant

May 19, 2025 at 07:31

Hi,

I’ve created a custom “New Order” email using the XStore Email Builder. It works perfectly when the customer selects local pickup — both the customer and admin receive the correct styled email.

However, if the customer selects any shipping method (created via WooCommerce shipping zones), the customer still gets the correct email, but the admin receives a default fallback email instead of the custom template.

All orders go into the “processing” status.

How can I make sure the custom “New Order” template is also used for admin emails when shipping is selected?

Thanks,
Lajos

#444736 Copied Theme version: 9.4.13

3 Answers

Jack Richardson

Support staff

May 19, 2025 at 08:51

Dear @madlajos,

We hope this message finds you well.

Could you please verify whether the email is sent correctly when the XStore Built-in Email Builder is either disabled or set to Development Mode via the Email Builder section in the XStore Control Panel?

Additionally, we recommend temporarily disabling any third-party plugins and testing the email functionality again. If the issue does not occur with the default email settings, please ensure that the email type is configured correctly and test once more.

Should you require any further assistance, please do not hesitate to contact us.

Best regards,
Jack Richardson
The 8Theme Team

#444754 Copied

madlajos

Participant

May 19, 2025 at 17:46

Dear Jack,

Thank you for your reply. If I enable Developer mode, both the admin and the customer get a “New Order” email correctly (although with the basic woocommerce style).

I am not sure if I phrased my original issue well enough: If the customer selects any shipping method, they get the correct XStore-themed New Order email, however, the admin gets the fallback Default template which contains the New Order notification for admin with the

The email type is configured as ‘New Order’ for Admin, and has only problem if the customer selects shipping instead of pickup, however, both methods should trigger this New Order email for Admin.

Kind regards,
Lajos

#444837 Copied

Jack Richardson

Support staff

May 20, 2025 at 06:41

Dear @madlajos,

I hope this message finds you well.

Could you please confirm whether separate email templates have been created for new orders – one for the customer and one for the admin? If not, we kindly ask you to create and properly configure these templates at your earliest convenience.

Additionally, if you are still experiencing any issues, we would greatly appreciate it if you could share relevant screenshots or a short video to help us better understand the problem. Should further assistance be required, please provide us with access to your WordPress admin panel via the private area.

Thank you for your cooperation.

Best regards,
The 8Theme Team

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