[SOLVED] No Confirmation Email being sent to customer

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LukeDouglas
Topic Author
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Posts: 332
Thank you received: 6

8 years 1 month ago #252298

-- HikaShop version -- : 2.6.4
-- Joomla version -- : 3.6.2
-- PHP version -- : 5.5.43
-- Browser(s) name and version -- : FF, Chrome both updated

We are still having an issue where no confirmation emails are being sent to the customer although the admin does receive the confirmation email. Although the customer does received the Authorize confirmation of payment, they need to get the confirmation email as it contains the coupon code that they purchased.

Here is a screenshot of an email that the admin received:

Here is the emails page:

As you can see, I have modified the emails to add additional information into the footer but I didn't mess with anything above that area. We were having these issues before I even modified the emails.

How can I ensure that a confirmation email will ALWAYS be sent to the customer?

Last edit: 8 years 1 month ago by LukeDouglas.

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nicolas
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Posts: 82867
Thank you received: 13373
MODERATOR

8 years 1 month ago #252330

Hi,

First, are your orders' status changed to "confirmed" after the payment ?
- If yes, then the issue is probably with the Emails settings of the HikaShop configuration or the modifications made to the order status notification email. Go in the menu Customers>Emails history and check if you see the user confirmation emails there. If you do, then it's your email server which is discarding the emails, or they go in the spam folder of the receiver and you'll have to check with your hosting company why the emails are being lost.
- If no, then the problem is with the payment notification of the payment server not reaching HikaShop. Here is a documentation for PayPal for the same issue:
www.hikashop.com/support/documentation/i...or.html#notification
Most if not all the points should also apply to Authorize so I would recommend to check them and follow the procedure.

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