no order creation email received by admin (only the user receives an email)

-- HikaShop version -- : 3.1.1
-- Joomla version -- : 3.7.3
-- PHP version -- : 5.6.31
-- Error-message(debug-mod must be tuned on) -- : no error message

Hi,

I have hikashop starter 3.1.1
My problem is that when an order is created the user receives an order creation confirmation email but not the admin.
I do not understand why the admin does not receive the order creation email.
Has someone an idea what I am missing ?

Here is what I did:
- under hikashop -> system -> emails : "order administrator notification" is published
- under hikashop -> system -> configuration -> main -> emails I have entered at "from address", "reply-to address"," Payment notifications email address", "Order creation admin notifications email address" the admin email
"bounce address" is empty; I tried "add names" "yes" and "no"

- when a user creates a new account during the checkout process, the admin receives an account creation notification email (but still no order creation email); which means that there is no general problem with the admin email adress and that joomla is able to send an email to this address
- I checked the spams (empty)
- I tried entering in " Payment notifications email address" a different email addres (-> still not receiving order creation email)
- when on the orders list, I click on an order and then on "email" and I add as "CC" to the "to-address" the admin email, both the user and admin get the email (so this works fine) and shows that hikashop can send an email to the admin email.

So why when an order is created does the admin not receive the email ?
I will be very grateful for any help or suggestion.
Thank you very much in advance,
Mireille

Hi,

Thank you very much for your answer !

In the customers menu I do not see "emails history". I guess it is because I have starter version ? (I have another site with business version where I see the "emails history" menu)
But of course it would be very useful to see if the email has been sent by hikashop or not.
Is there another way to find that out ?

(I did not modify the code and the only third part extensions that are installed are "jce editor" and "akeeba backup")

Thank you very much for your help,
Mireille

Hi,

I asked the hosting company and they tell me that only one email has been sent (the one to the user) and they do not find any trace of a second email. But it seems that there was a call to a script but without any email sent. They explained me that possibly there was a call to a script to sent an email but with an empty email address (or something similar).

So it may be interesting to have a look at the code that should send the order creation admin email. Could you please tell me in which file this is ?

I also did a test in debug mode and with my hosting in development mode, so it displayed the database requests. I do not know if this is helpful, but I will sent you the file with the debug console and the database request in private message (I don't want to attach it here as it may contain informations that should not be public for security reasons).

Thank you very much in advance for your help !
(I am really very intrigued as it is a simple hikashop installation without anything special installed ...)
Mireille

I just became aware that I can not send an attachment with private message.
So if you think that the database requests could be helpful, please tell me how I can send you the file.
Thank you,
Mireille

Hi,
I purchased and installed now the business edition.
Both the user ad admin emails appear under customer -> email history but only the user receives the email.
The hosting company tells me that they see the user email but do not find any trace of the admin email.
I will send you access to the site by private message so you can have a look at it.
Thank you in advance for your help.
Mireille

Hi,

After a lot of testing I found now out from where comes the problem (I also tested to change the "from" and "to" emails, but that didn't change anything):

- When under "System" -> "Emails" -> "Order administrator notification" -> "preload version" I remove the line 70 :
'ORDER_LINK' => HIKASHOP_LIVE.'administrator/index.php?option=com_hikashop&ctrl=order&task=edit&order_id='.$data->order_id,
then everything woks fine (the admin order creation notification is received)

Does this mean that the hosting company ( ovh ) blocks emails with this kind of links ? And this without giving any error ?
If this is the case, a lot of other people should have the same problem ? ...
I asked the question to the hosting company. Waiting for an answer.

But at least it works now, when removing this link.

Could you please tell me, if once my hikashop business version is expired ( in one year), if I want to keep the site update, without repaying the business edition, can I safely downgrade to starter version ?

Thank you for your answer,
Mireille

Hi,

Thank you ! The link to the mail-tester is very useful.
I did a test:
- when "ORDER_LINK..." line is present, the email is not received by email tester
- when "ORDER_LINK..." is removed, I obtain 2.5/10
One of the "bad" points is that there is no DNS (MX record) on the domain name, or that I should use a different bounce address:
For the moment the "bounce address" is empty in hikashop configuration: should I add a bounce address and if yes which kind (same as "from-address" or not ?)
I also noticed that the email contains 2 reply-to addresses: the one entered under "reply-to" in hikashop and the customer email. Is it normal that the customer address is also under "reply-to" and if not how can I remove it ?
Thank you,
Mireille

Hi,

Thank you for your answer.

Yes, it seems that the emails are blocked by the email server, because considered as spam.
I am still checking with the hosting company : they tell me they don't find any trace of these emails (and so that the problem must come from the script). Quite frustrating, but in fact most probably not linked to Hikashop.

Concerning the reply-to address :
I realised that under hikashop -> system -> emails -> Order administrator notification, the reply-to address , is set by default (written in clear grey color) to the admin email.
As a result when I look at the code of the email I received, I see under "reply-to", two emails: the admin email and the customer email.
When I empty the reply-to addres under hikashop -> system -> emails -> Order administrator notification, then in the code of the received email only the customer email is after reply-to.
According to what you say this seems to be the expected behaviour : the reply-to is the customer email.
But it seems that this can contribute to be considered as spam as I get a "Freemail in Reply-To, but not From" message in mail-tester.com, because then in fact the reply-to email is customer the customer email which often is Freemail and the from email is related to the domain name (and so not Freemail).
Wouldn't it be better to have the "reply-to" email set to the same email than "from". And if yes how to do it (because it is set automatically to the customer email) ?

Thank you in advance for your help,
Mireille

Hi,

Thank you.

I understand that it is logic to have the reply-to email to be the user email.

But the problem is that when doing so I get -2.5 from SpamAssassin :
FREEMAIL_FORGED_REPLYTO Freemail in Reply-To, but not From
(because the from email is This email address is being protected from spambots. You need JavaScript enabled to view it. and the reply-to is This email address is being protected from spambots. You need JavaScript enabled to view it.)

Or do I misunderstand this ?

Thank you for your answer,
Mireille

Hi,

Thank you for your answer.
I am sorry if I misunderstood the answers or if I did not express myself well.
I understand that the question is out of the limits of the support and so we can close the question.

All that I wanted to say is that for the admin order notification email,
as the "from" address is usually a domain-name address
and the "reply-to" address is the address of the user that placed the order (so generally a freemail address)
the admin order notification email will thus get bad spam points. And I thought that to avoid getting this bad spam points, it could be a good idea to not set the "reply-to" address to the address of the user.

But maybe there is something that I do not understand well, I don't know, ... We can close the question.
Thank you for the time you took to answer me.
Mireille