Troubleshooting Customers Email Order Notification

-- HikaShop version -- : 4.4.3
-- Joomla version -- : 3.9.28
-- PHP version -- : 7
-- Error-message(debug-mod must be tuned on) -- : No Errors

Hello,

I'm getting reports that some of my customers are not getting their email order notifications after checkout. They have confirmed that the message is not in their spam folder as well. I have noticed that HikaShop has an area in the Admin, under Customers -> Email History. There I can confirm that there is no email history log for this customer. However I can confirm that there is an order for this customer under orders.
In this scenario, it looks like to me for some reason the email failed to be triggered to send out to the customer. I received the admin email but the customer says they didn't get theirs. This does not happen all of the time. It seems to be random occurrences.
I was wondering if I can assume that if the email history log doesn't show an email was sent here, then is it safe to assume something failed and the site didn't ever send that email? If this is the case, any ideas as to what may cause this?
I'm using SMTP to send email from the website and I can confirm that there doesn't seem to be any record in the SMTP providers logs either.
Any thoughts? I'd like to know if there is any where else I can try to look to uncover the issue before I assume that the message "sending" failed on the website and never was triggered to begin with after the purchase.

Hello Nicolas,

I do see this particular error message from the logs corresponding with orders but I'm not clear if this is actually the problem. But it appears to be complaining of something related to the payment notification. I have copied the source of the mentioned file below the log snippets. Any thoughts?
-- Log Snippets --
[Wed Jul 07 12:01:43.949286 2021] [fcgid:warn] [pid 15879] [client 128.193.8.40:61772] mod_fcgid: stderr: PHP Notice: Undefined property: stdClass::$order in /home/ravescientific.com/public_html/media/com_hikashop/mail/payment_notification.text.php on line 12, referer: ravescientific.com/my-rave/checkout/checkout/cid-5
[Wed Jul 07 12:01:43.949385 2021] [fcgid:warn] [pid 15879] [client 128.193.8.40:61772] mod_fcgid: stderr: PHP Notice: Trying to get property of non-object in /home/ravescientific.com/public_html/media/com_hikashop/mail/payment_notification.text.php on line 12, referer: ravescientific.com/my-rave/checkout/checkout/cid-5
-- End Log Snippets --

-- Source of payment_notification.text.php ---

<?php
/**
 * @package     HikaShop for Joomla!
 * @version     3.4.0
 * @author      hikashop.com
 * @copyright   (C) 2010-2018 HIKARI SOFTWARE. All rights reserved.
 * @license     GNU/GPLv3 http://www.gnu.org/licenses/gpl-3.0.html
 */
defined('_JEXEC') or die('Restricted access');
?><?php echo JText::sprintf('HI_CUSTOMER',@$data->customer->name)."\n"."\n";?>
<?php
$url = $data->order->order_number;
if($config->get('simplified_registration',0) != 2) {
        $url .= "\n".'( '.$data->order_url.' )'."\n";
}
echo JText::sprintf('ORDER_STATUS_CHANGED_TO',$url,$data->mail_status)."\n"."\n";?>
<?php echo JText::sprintf('THANK_YOU_FOR_YOUR_ORDER',HIKASHOP_LIVE)."\n"."\n"."\n";?>
<?php echo str_replace('<br/>',"\n",JText::sprintf('BEST_REGARDS_CUSTOMER',$mail->from_name));?>

We are using the Authorize.net payment plugin. It looks like perhaps the issue might be specific to this payment method. We also use the purchase order payment method and a collect on delivery payment method, which appear to not be having the issue.

Regarding the setting of the emails, I can confirm that the "order creation notification" is not disabled neither is the "order status notification" It appears that the emails in the history log are "order creation notification" that show for the customer when successful. It looks like when a alternate payment method like purchase order is used, then both the "order creation notification" and "order status notification" emails will be used.
It appears that on the administrator side, the email is always working and not having an issue. It looks like the "order administrator notification" and the "payment notification payment" emails are triggered and recorded in the email history log for the administrator.

The specific configurations on the Authorize.net plugin are as follows:
---
URL: secure.authorize.net/gateway/transact.dll
Authorize Signature Key: blank
MD5 response: blank
Instant Capture: Yes
Duplicate Window: blank
Allow payment notifications from Authorize: Yes
Send details of the order: Yes
API: AIM
Card validation Code: Yes
Enable Validation mode: No
Test Payments: No
Debug: No
Return URL: order-status
Your logo URL: blank
Negative Coupon value: No
Invalid Status: canceled
Pending Status: created
Verified Status: confirmed
---

Hopefully I provided a clear idea of what seems to be happening. Let me know if you need any more info or have any questions. Thanks in advance!

Hi Nicolas,

Thanks for the quick response and I'm sorry I believe I may have confused you. But when I'm saying:

It appears that the emails in the history log are "order creation notification" that show for the customer when successful. It looks like when a alternate payment method like purchase order is used, then both the "order creation notification" and "order status notification" emails will be used.

Hi,

Yes it seems that orders using the credit card payment method through Authorize.net are not triggering the "order creation notification" for the customers. The order goes through but the system does not seem to send the email to them. This never was an issue until recently and I'm not aware of any changes that would have caused this. I attached a order history screenshot of an order with the problem, I can see that there is no line for the "payment notification" only a line showing the order was confirmed and with shipping details.
Regarding custom plugins, no I don't have any setup. Also regarding mass actions there are some setup but none are set to run without manually running them. They also have been setup for a while now before this problem started to happen.
Regarding the System Emails and customizing, Yes. We did customize them but also this was done a long time ago before this problem starting happening. Nothing has changed that I'm aware of.
Not sure what the issue could be but I attached a screenshot of the order history area for a customer that didn't get the email, and I attached the customized "order creation notification" system email and the "order status notification" system email so you could have a look at the them too. Let me know what you find. Thanks.

Hi,

Okay thanks for your response. No luck in finding any clues when viewing the "Preview" of an order that was a problem. The email looks fine in the preview, and nothing to reveal.


When I had searched the logs previously, the only lines I recall were ones that I provided to you prior. See below:

-- Log Snippets --
[Wed Jul 07 12:01:43.949286 2021] [fcgid:warn] [pid 15879] [client 128.193.8.40:61772] mod_fcgid: stderr: PHP Notice: Undefined property: stdClass::$order in /home/ravescientific.com/public_html/media/com_hikashop/mail/payment_notification.text.php on line 12, referer: ravescientific.com/my-rave/checkout/checkout/cid-5
[Wed Jul 07 12:01:43.949385 2021] [fcgid:warn] [pid 15879] [client 128.193.8.40:61772] mod_fcgid: stderr: PHP Notice: Trying to get property of non-object in /home/ravescientific.com/public_html/media/com_hikashop/mail/payment_notification.text.php on line 12, referer: ravescientific.com/my-rave/checkout/checkout/cid-5
-- End Log Snippets --

public function onAfterOrderCreate(&$order) {
                if(isset($order->order_type) && $order->order_type != 'sale')
                        return;

                return $this->checkOrder($order, true);
        }

        public function onAfterOrderUpdate(&$order) {
                if(isset($order->order_type) && $order->order_type != 'sale')
                        return;

                return $this->checkOrder($order, false);
        }

Hi,

Sounds like from what your explaining the Google Analytics plugin might not be the problem but I think I'll have to take another look at the logs to be sure that I can't find anything. If the Google Analytics plugin was causing the issue, do you know what the line in the logs would likely contain? If you have any details on that, it would be helpful for when I'm searching the logs.

In the meantime I'm going to try putting the log triggers you suggested into the file administrator/components/com_hikashop/classes/order.php and see if I can get more details. I'll let you know if I can get any more info once I do that.

Thanks

Hi,

I tried to add the log lines to the file administrator/components/com_hikashop/classes/order.php.

$app->triggerEvent('onAfterOrderCreate', array(&$order, &$send_email));
                        // RJR
                        hikashop_writeToLog('step 1');
                        $historyClass->addRecord($order);
                        // RJR
                         hikashop_writeToLog('step 2');
                        if(!$send_email)
                        // RJR
                         hikashop_writeToLog('step 3');
                                return $order->order_id;
                        // RJR
                         hikashop_writeToLog('step 4');
                        $this->loadOrderNotification($order,'order_creation_notification');
                        // RJR
                         hikashop_writeToLog('step 5');
                        $mailClass = hikashop_get('class.mail');
                        // RJR
                         hikashop_writeToLog('step 6');
                        if(!empty($order->mail->dst_email)) {
                        // RJR
                         hikashop_writeToLog('step 7');
                                $mailClass->sendMail($order->mail);
                        // RJR
                         hikashop_writeToLog('step 8');
                                $mailClass = hikashop_get('class.mail');
                        // RJR
                         hikashop_writeToLog('step 9');
                        }

Hi,

No opcache. I corrected the logging for the order.php file,

 $app->triggerEvent('onAfterOrderCreate', array(&$order, &$send_email));
                        // RJR
                        hikashop_writeToLog('step 1');
                        $historyClass->addRecord($order);
                        // RJR
                        hikashop_writeToLog('step 2');
                        if(!$send_email)
                                return $order->order_id;
                        // RJR
                        hikashop_writeToLog('step 4');
                        $this->loadOrderNotification($order,'order_creation_notification');
                        // RJR
                        hikashop_writeToLog('step 5');
                        $mailClass = hikashop_get('class.mail');
                        // RJR
                        hikashop_writeToLog('step 6');
                        if(!empty($order->mail->dst_email)) {
                        // RJR
                        hikashop_writeToLog('step 7');
                                $mailClass->sendMail($order->mail);
                        // RJR
                        hikashop_writeToLog('step 8');
                                $mailClass = hikashop_get('class.mail');
                        // RJR
                        hikashop_writeToLog('step 9');

Hi,

Okay so after adjusting the file permissions on the order.php file I was able to successfully get Hikashop to write to the log to the file. Here is what the log revealed.

07.15.21 08:29:32

step 1
07.15.21 08:29:32

step 2
07.15.21 08:29:32

step 4
07.15.21 08:29:32

step 5
07.15.21 08:29:32

step 6
07.15.21 08:29:32

step 7
07.15.21 08:29:34

step 8
07.15.21 08:29:34

step 9