RESEND in Customer Email History - Email sent message - but email never arrives

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  • Hikashop Business
2 weeks 2 days ago #321393

-- url of the page with the problem -- : westernex.com.au
-- HikaShop version -- : 4.3.0
-- Joomla version -- : 3.9.19
-- PHP version -- : 7.3.9
-- Browser(s) name and version -- : Opera, Safari, Chrome
-- Error-message(debug-mod must be tuned on) -- : RESEND - Email sent message - but email never arrives

HIKASHOP -> CUSTOMERS -> EMAIL HISTORY

Opening a customer record to resend the email (order confirmation, account creation etc) triggers the message that the email has been sent successfully.

However the email never arrives the recipient.

HIKASHOP -> ORDERS -> ORDERS

Opening a customer record and use the E-Mail button does send the email.

Testing the system to send out a system email works too.

Can you help troubleshoot this? Thank you.

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  • MODERATOR
2 weeks 1 day ago #321415

Hi,

Are the normal emails of HikaShop being sent properly ? And received by the recipient ?

Normally, when you click on the "resend" button for an email, a new entry for that email will be added to the Customers>Email history list for that new email. So if you see it there, it means that HikaShop sent the email to the email server of your hosting. If the email is not received, it's likely that it was rejected at some point, either by the recipient email server (most likely) or your email server (less likely) because it was flagged as spam, or the mailbox is full, or the email address is wrong or something similar.

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  • Hikashop Business
2 weeks 1 day ago #321477

Hello Nicolas

Yes, a new entry is being added to the Customers > Email History.

Thank you for confirming what I suspected.

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2 weeks 22 hours ago #321486

Hi,

I would recommend you to check your emails with www.mail-tester.com/
That way, if you have issues with some of your emails going into the spam folder of your customers (or getting rejected because they are detected as spam), this tool will tell you what are the problems with the emails and what can be improved.
Usually, it's because SPF, DKIM or DMARC are not configured or not properly configured for the domain / hosting.

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  • Hikashop Business
1 week 6 days ago #321590

Thank you Nikolas, we will do.

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