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Is not sending emails when we receive orders

This topic has 6 replies, 2 voices, and was last updated 10 months, 3 weeks ago ago by Tony Rodriguez

padel

Participant

May 22, 2023 at 15:46

when we tested it worked fine, but when we receive new orders the client does not receive any email with the confirmation of his order.
Any suggestion to why this happens?

#357415 Copied Theme version: 9.1.5 WooCommerce version: 7.7.0

5 Answers

Tony Rodriguez

Support staff

May 23, 2023 at 05:47

Hello, @padel,

There could be several reasons why the client is not receiving email confirmations for new orders in WooCommerce. Here are some common issues and suggestions to troubleshoot the problem:

1. Check email settings: Ensure that the email settings in your WooCommerce configuration are correctly set up. Go to WooCommerce settings -> Emails and review the email notification settings, including the “New Order” email. Verify that the correct email address is set up to receive order notifications.

2. Spam or Junk folder: Ask the client to check their spam or junk folder in their email account. Sometimes, legitimate emails can end up there due to strict spam filters.

3. Email service provider: Verify that your email service provider is properly configured and functioning correctly. Make sure your server is not blacklisted and that there are no email delivery issues from your side.

4. SMTP configuration: Consider setting up Simple Mail Transfer Protocol (SMTP) to send emails. This method ensures that emails are sent using a dedicated email server and can help improve deliverability. You can use plugins like WP Mail SMTP or Easy WP SMTP to configure SMTP settings.

5. Email logs: Check if your WooCommerce or hosting provider offers email logging. This feature can help you track the emails sent from your website and identify any potential issues or errors.

6. Email server configuration: Verify with your hosting provider if there are any specific requirements or restrictions for sending emails from your server. They might have certain limitations or configurations that need to be addressed.

7. Test with different email addresses: Try using different email addresses (including external email providers like Gmail or Yahoo) to test if the issue is specific to the client’s email address or applies to all recipients.

If none of these suggestions solve the problem, it may be necessary to consult with a WooCommerce support for more in-depth troubleshooting.

Best Regards,
8Theme’s Team

#357426 Copied

padel

Participant

June 1, 2023 at 18:17

Have not been able to solve it. It is strange because we receive the email saying there is an order, but customer and our second email do not receive any emails.

#358399 Copied

Tony Rodriguez

Support staff

June 2, 2023 at 06:09

Hello, @padel,

We kindly request that you check the issue by activating the default WordPress Theme, such as Twenty Twenty-Three, to ensure that the issue persists regardless of the theme.

If the issue persists, it would indicate that the issue is not related to our theme and you would need to reach out to the WooCommerce plugin support for assistance.

If the issue is resolved with the default WordPress theme, it should also be resolved with our theme.

Best Regards,
8Theme’s Team

#358416 Copied

padel

Participant

June 2, 2023 at 08:15

I figured out what the problem was. The host stopped including the option of sending mails through the php and you have to use a plugin.
Would be nice if they had informed us of that 🙂

#358422 Copied

Tony Rodriguez

Support staff

June 2, 2023 at 08:22

Hello, @padel,

Thank you for letting me know about the issue. It’s unfortunate that the host stopped including the option of sending mails through PHP without informing us.

It would have been helpful to receive a notification or update regarding this change. Nevertheless, We appreciate your efforts in figuring out the problem and discovering the solution by using a plugin. Your proactive approach is commendable. Let’s make sure to stay updated on any future changes to avoid similar surprises.

Best Regards,
8Theme’s Team

#358423 Copied
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