Customer is not receiving order confirmation email

I have just been notified that our customers are not receiving order confirmation email. They used to work fine. I just tested an order and the store received one but me as the customer did not. I have checked the other support postings about this but I think all my settings are ok.

Did you disable them via the menu System->Emails maybe ?

I have everything enable except: Order creation notification, Order cancel & Subscription expired.

Hi,

Did you made some email overrides ?
A PHP error in the email could stop the mail processing.
You can test your emails by modifying an order in the backend. Just change the order status to "confirmed" and select "notify customer : yes".
At this moment, you would see the email content that HikaShop would send. It's a good trick to see email content !

Regards,

I did try the email modification. I took one of my test orders and changed it from confirmed to cancelled and I did get a copy of it in the email. Then I tried another test email (using local pickup and paypal or send check) and I received the store email but not the customer email. I even when back a month or so to see my emails from previous test orders (had both store and customer)

One odd thing - about a week ago I sent out an email newsletter with ACY Mailing - I have a list of about 2400 and usually get about 8 to 40 bounces - This time I had 163 bounces. Could ACY mailing be tied in with this?

Hi,

Did you tried the "notify customer" in order to check that your email content is valid ?

Regards,

I set another test order to "refund", set notify customer to yes & new fields come up and then clicked ok. I did get this email ok. Then I sent in another test order and did not get a "customers email".

Just so I am not getting things confused - this is what I received from the test: "Customer Order: 5210 - Schnute" (only 1 email)

2 or 3 weeks ago I would get 2 emails:
"Your order No. 5143 is now Confirmed at www.honeyflowfarm.com/ " and
"Customer Order: 5143 - Schnute" (This last one is the only one I receive now)

"Your order No. 5143 is now Confirmed at www.honeyflowfarm.com/ " is the default subject of the order confirmation email that the customer would receive when you confirm an order. If you get that email, it means that the users are receiving the order notification email when the orders are confirmed.

I don't know what is that email "Customer Order: 5210 - Schnute". There is no such text in HikaShop and never heard of that word Schnute in English. It sounds like some kind of modification/translation ? Is that the order admin notification which is sent to the shop owner ?

AcyMailing is not linked to that. I guess that it might come from something you modified in the emails.

I was trying to show that a few weeks ago I was getting the correct emails:
"Your order No. 5143 is now Confirmed at www.honeyflowfarm.com/ " (the one that I am missing now) and
"Customer Order: 5143 - Schnute" (Schnute is my last name and the test customers name - substitute "Customer Order: 5143 - nicolas" is you submitted the test order)

Now all I get from the test order is: "Customer Order: 5210 - Schnute(nicolas)" and I do not get the customer confirmation order. Shouldn't I be getting the customer confimation on the test order?

Are you sure that it's not the same email we're talking about ?
There is no email with the username in the subject of the email by default in HikaShop. So that would mean that you edited one of the emails and changed the subject to include the username. It could well be that this is the order status notification email which is sent when orders are confirmed.

I think I did edit something in the past with the help of you guys but I will starting over describing the problem.

I just created a new test order on my site from "Nick nicolas" and sent it in as priority mail & pay pal (although I did not finish the pay pal part) - I used my wifes gmail address (and I just tested it ok) - the order went through and we received the normal email from our store: "Customer Order: 5214 - nicolas". WE DID NOT GET AN ORDER CONFIRMATION AT MY WIFES EMAIL!

Then I went into hikashop orders and "cancelled" the order, the screen came up and I selected "yes" to notify customer and I checked that mywifesgmail address was ok - and I DID NOT get a copy of the cancellation from the store (I dont know if I was supposed to) BUT I DID GET THE CUSTOMERS CANCELLATION IN MY WIFES GMAIL ACCOUNT. ("Your order No. 5214 is now cancelled at www.honeyflowfarm.com/ ")

I never did get the original customer confirmation at my wifes gmail. This is the problem.

It's normal that you didn't get the confirmation email on your wife gmail account since that email is sent when the order is confirmed, which happens only when the payment is made for the order, and you said that you didn't finish the paypal part.

OK - Here is an email from an order recently:

"Subject: Re: Customer Order: 5213 - Hodges (I sent this personally)
Thank you for the order. We will ship it to you shortly. Could you do me a favor and email me back if this is the first order confirmation email you have received or did you get one within a few minutes of placing the order?"
She responded:"No I never received a confirmation. I used my discover card and....Thank you! Amy Y. Hodges"

Then I sent in another test order to Nick nicolas - I sent it priority mail and credit card (authorizenet)- order went through ok and I received this email from the store: "Customer Order: 5217 - nicolas" AND NOTHING IN MY WIFES GMAIL ACCOUNT. Then I went into hikashop and changed this order to cancelled with notified customer - yes --- And then I do get the email: "Your order No. 5217 is now cancelled at honeyflowfarm.com/ " in my wifes email.

Can you do a screenshot of the System>Emails menu please ?

Screen shot of system emails

I see that you unpublished the "order creation notification" email. Please publish it and you will receive the creation email after the order is created.

OK - Thanks - It is working now. There was a reason I unchecked it - but I do not remember. Something to do with getting duplicate emails (& info from one of my posts - or someone else's, but I may have changed my setup since then.