Order Status Notification email is no longer sent

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11 years 4 months ago #82398

Hi
I made some changes as per some forum articles I have read regarding the emails that are sent during a checkout workflow.

Here is what I have setup:
In System -> Configuration -> Email I have entered email addresses for BOTH Payment and Order Creation notifications because I want the Administrator to get all emails
In System -> Emails I have unpublished the Order Creation Notification because I DO NOT want the customer to get a "created" email
In System -> Emails I have confirmed that the Order Status Notification is published because I DO want the customer to get a "confirmed" email

However, when I test an order the following happens:
Administrator gets the order "created" email as soon as customer places order & proceeds to Paypal - correct!
Customer does not get the order "created" email - correct!
Administrator gets the Paypal payment notification stating the status is now confirmed - correct!
Customer does NOT get the order "confirmed" email - wrong!
Administrator does NOT get the order "confirmed" email - wrong!

I have double-checked the published status but I cannot get the email to send. A few weeks ago during testing this did work correctly so can you please help me to find out where I may have accidentally set something incorrectly?

All help would be very much appreciated!
Thanks, Niamh

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11 years 4 months ago #82581

Hi,

In order to test your status notification email, just edit an order.
After that, you have to change the order status, to "confirmed" or "shipped" for example.
In the popup, you would find the option "notify customer".

This option would show you the order status notification email content.
So, if the content is blank, it means that there is a problem in your email.

The administrator would not be in copy of the order status notification. If you want to do it, you have to modify the email content in order to add a little PHP at the end of the file.

Regards,

Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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  • Posts: 37
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11 years 2 months ago #91453

Hi,
I know it's been a long time since I wrote about it - I should have followed up sooner. But I am still having the same problem!
I have tried the manual update suggested and clicked Yes for Notify Customer and the email appears correctly.
Is there somewhere else to look?
I have sent email to support also, but I understand they are at a conference and may not be able to assist at this time.
Any other suggestions would be gratefully received!!!
Thanks

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11 years 2 months ago #91695

Hi,

There is no need to post on the forum and send a message.
Here is the reply I made to your email in case other users would be interested:

If the orders are confirmed but that you don't receive the order
status notification email but that you receive the other emails and
that this email is published, then it's an issue in the email server
which rejects the email or the email is rejected by your inbox spam
filter. For example, it's possible that an email server reject a
specific email if it is sent with an encoding format it doesn't like
with HTML.
If you send the order status notification when changing the status of
an order manually, does the receiver receives it ?
Did you check your spam box ?
Also, a good thing to do would be to check your email server error
log. You would see there why the order status notification emails are
rejected if it comes from the email server.

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