[Skip to main content](#vessel-content) # Admin and Customer Order Email Confirmations ## - **[dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile")** - [![dagroupinc's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar57629.jpg)](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Topic Author - [ Offline](/forum/user/57629-dagroupinc) Less More - Posts: 109 - Thank you received: 1 - - 6 years 6 months ago [\#317367](#317367) by [dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile") *[Admin and Customer Order Email Confirmations](/forum/27-checkout/899518-admin-and-customer-order-email-confirmations#317367 "-- HikaShop version -- : 4.2.3 -- Joomla version -- : 3.9.16 -- PHP version -- : 7.2 Under System > Emails, which of the items controls the email order confirmation a customer receives?")* was created by *[dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile")* -- HikaShop version -- : 4.2.3 -- Joomla version -- : 3.9.16 -- PHP version -- : 7.2 Under System > Emails, which of the items controls the email order confirmation a customer receives? Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0Lzg5OTUxOC1hZG1pbi1hbmQtY3VzdG9tZXItb3JkZXItZW1haWwtY29uZmlybWF0aW9ucz90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86295 - Thank you received: 14273 - - 6 years 6 months ago [\#317368](#317368) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Admin and Customer Order Email Confirmations](/forum/27-checkout/899518-admin-and-customer-order-email-confirmations#317368 "-- HikaShop version -- : 4.2.3 -- Joomla version -- : 3.9.16 -- PHP version -- : 7.2 Under System > Emails, which of the items controls the email order confirmation a customer receives?")* Hi, It's the "order status notification" which is sent when the status of the order goes from "created" to "confirmed" after the payment notification from the payment gateway The following user(s) said Thank You: [dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0Lzg5OTUxOC1hZG1pbi1hbmQtY3VzdG9tZXItb3JkZXItZW1haWwtY29uZmlybWF0aW9ucz90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile")** - [![dagroupinc's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar57629.jpg)](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Topic Author - [ Offline](/forum/user/57629-dagroupinc) Less More - Posts: 109 - Thank you received: 1 - - 6 years 6 months ago - 6 years 6 months ago [\#317466](#317466) by [dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Replied by *[dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile")* on topic *[Admin and Customer Order Email Confirmations](/forum/27-checkout/899518-admin-and-customer-order-email-confirmations#317466 "-- HikaShop version -- : 4.2.3 -- Joomla version -- : 3.9.16 -- PHP version -- : 7.2 Under System > Emails, which of the items controls the email order confirmation a customer receives?")* Does 'order status notification' send the 'order status pending' email'? We only want to send emails that let a customer and admin know that an order has been placed following payment confirmation. I have Emails configured as follows: • 2 Order administrator notification {published} • 3 Order creation notification {un-published} • 4 Order status notification {un-published} • 5 Order notification {published} • 6 Payment notification {published} And the Customer does not receive an email confirmation that their order has been placed (I checked Customer>Email History and only see one created for registering a new user—not an order confirmation) The admin gets 2 emails: that an order has been created and that payment is pending. (I see both in Customer>Email History) How do I set this up so that the customer and admin only receive order 'confirmations' (payment) I should also say that we're developing and in sandbox mode at the moment, but I seem to recall getting customer order confirmations before. Last, in an admin email it only says **Hi,** and doesn't fill in a name. Is there a way to get a name inserted? The company name is filled in along with the email addresses. Last edit: 6 years 6 months ago by [dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile"). Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0Lzg5OTUxOC1hZG1pbi1hbmQtY3VzdG9tZXItb3JkZXItZW1haWwtY29uZmlybWF0aW9ucz90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86295 - Thank you received: 14273 - - 6 years 6 months ago [\#317478](#317478) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Admin and Customer Order Email Confirmations](/forum/27-checkout/899518-admin-and-customer-order-email-confirmations#317478 "-- HikaShop version -- : 4.2.3 -- Joomla version -- : 3.9.16 -- PHP version -- : 7.2 Under System > Emails, which of the items controls the email order confirmation a customer receives?")* Hi, If you activate the "order creation notification", then the customer will receive an email notification when their order is created. Also, when the order status is changed to "confirmed" by the payment plugin you're using following a payment notification from the payment gateway, the "order status notification" email will be sent. Regarding the sending of the "order status notification" to the customer when the order status is changed to "pending", it depends on how the payment plugin is coded. In the payment plugins we develop, we usually don't request HikaShop to send any email to the customer. Regarding the admin, he will receive the "order admin nofication" email when the order is created. And when a payment notification is sent to the payment plugin by the payment gateway, a "payment notification" email will normally be sent to the admin, whether the notification is a success or pending or an error so that the admin knows what's going on and can act upon it. From what you're saying, it seems that the orders status is never set to "confirmed" by the payment plugin, indicating that it doesn't receive a success payment notification from the payment gateway. So I think your problem is not at the email configuration level but first at the payment method level. For example, for the PayPal payment plugin, there is a "enable validation mode" setting in the payment method. If you activate that setting, then you need to log in your PayPal merchant account to validate the payments so that PayPal can send the payment notification to your website and the order can be confirmed, upon which the customer will be notified with the "order status notification'. If you want that to be automatic, then you want to turn off that setting, like it is by default. But I don't know which payment methods you're using, nor how you configured them, so I can't say much more. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0Lzg5OTUxOC1hZG1pbi1hbmQtY3VzdG9tZXItb3JkZXItZW1haWwtY29uZmlybWF0aW9ucz90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile")** - [![dagroupinc's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar57629.jpg)](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Topic Author - [ Offline](/forum/user/57629-dagroupinc) Less More - Posts: 109 - Thank you received: 1 - - 6 years 6 months ago [\#317837](#317837) by [dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Replied by *[dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile")* on topic *[Admin and Customer Order Email Confirmations](/forum/27-checkout/899518-admin-and-customer-order-email-confirmations#317837 "-- HikaShop version -- : 4.2.3 -- Joomla version -- : 3.9.16 -- PHP version -- : 7.2 Under System > Emails, which of the items controls the email order confirmation a customer receives?")* Following a completed transaction the customer does NOT receive an order 'confirmation'. All the Hikashop emails are in the active state. What we are seeing is: Customer • Receives 'order pending' email Admin • Receives 'order pending' and 'order confirmation' emails. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0Lzg5OTUxOC1hZG1pbi1hbmQtY3VzdG9tZXItb3JkZXItZW1haWwtY29uZmlybWF0aW9ucz90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86295 - Thank you received: 14273 - - 6 years 6 months ago [\#317856](#317856) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Admin and Customer Order Email Confirmations](/forum/27-checkout/899518-admin-and-customer-order-email-confirmations#317856 "-- HikaShop version -- : 4.2.3 -- Joomla version -- : 3.9.16 -- PHP version -- : 7.2 Under System > Emails, which of the items controls the email order confirmation a customer receives?")* Hi, As I said, the customer will only receive the order confirmation email if the order status of the order is changed to "confirmed" by the payment plugin. So the first thing you need to check is the status of the orders. are they confirmed ? If no, then the issue is with the payment plugin or the settings of the payment method. If yes, then the issue is either that the email is not activated OR that the payment plugin doesn't tell HikaShop to send the order confirmation email to HikaShop when it changes the status of the order to "confirmed". I recall that you use a payment plugin I've never heard about ( [ www.hikashop.com/forum/payment-methods/8...ancelled.html#317821](https://www.hikashop.com/forum/payment-methods/899613-payment-transactions-not-going-through-cancelled.html#317821) ) so it's likely that the issue come from there. The following user(s) said Thank You: [dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0Lzg5OTUxOC1hZG1pbi1hbmQtY3VzdG9tZXItb3JkZXItZW1haWwtY29uZmlybWF0aW9ucz90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile")** - [![dagroupinc's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar57629.jpg)](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Topic Author - [ Offline](/forum/user/57629-dagroupinc) Less More - Posts: 109 - Thank you received: 1 - - 6 years 6 months ago [\#317902](#317902) by [dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile") Replied by *[dagroupinc](/forum/user/57629-dagroupinc "View dagroupinc's Profile")* on topic *[Admin and Customer Order Email Confirmations](/forum/27-checkout/899518-admin-and-customer-order-email-confirmations#317902 "-- HikaShop version -- : 4.2.3 -- Joomla version -- : 3.9.16 -- PHP version -- : 7.2 Under System > Emails, which of the items controls the email order confirmation a customer receives?")* I'll look into the plugin. All emails are turned on and since the admin receives the confirmation I would suspect the plugin as well. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0Lzg5OTUxOC1hZG1pbi1hbmQtY3VzdG9tZXItb3JkZXItZW1haWwtY29uZmlybWF0aW9ucz90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. 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