Customized “Customer Processing Order” Email Not Sent

  • Resolved shakirahmed

    (@shakirahmed)


    11 months, 3 weeks ago

    Hi Kadence Support Team,

    I’m using the Kadence WooCommerce Email Designer plugin and have encountered a problem with the “Customer Processing Order” email template.

    Here’s what’s happening:

    1. I initially enabled the Cash on Delivery (COD) payment method and customized the “customer_processing_order” email template using your plugin.
    2. When a customer places an order using COD, the customized email is sent correctly — everything works as expected.
    3. Later, I enabled another default WooCommerce payment method — Direct Bank Transfer (BACS).
    4. When a customer places an order using this second payment method (BACS), the customized email template is NOT used for “customer_processing_order”. Instead, the default WooCommerce email is sent to the customer email id.

    This means:

    • The customized email only applies to the first enabled payment method (COD in this case)
    • Any additional payment methods seem to bypass the Kadence customization, at least for the “customer_processing_order” email

    I’ve tested this multiple times and can confirm that switching the order of activation affects which payment method the customized email applies to.

    • How can I ensure customized emails are sent regardless of the chosen payment method?

    Looking forward to your guidance. Let me know if you need admin access or debug info.

    Thanks in advance!

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support karlalevelup

    (@karlalevelup)

    11 months, 3 weeks ago

    Hi there!

    Glad you reached out to us.

    The default order status for BACS payments is “On Hold” until the store owner manually confirms the payment, according to the WooCommerce documentation. 

    Once the store owner sets the order status to Processing, the Customer Order Processing email will be sent to the user.

    I tested this on my website and I still saw the Email Customizer styles. Here are my screenshots:

    Could you confirm if this is the same process on your website? If not, are you using a third-party plugin that extends WooCommerce features? Test deactivating other plugins to see which one of them might be causing the issue. Here’s our guide: https://www.kadencewp.com/help-center/docs/kadence-theme/temporarily-deactivating-plugins/

    Deactivate all other plugins except WooCommerce and Kadence WooCommerce Email Designer and test a BACS order.

    I hope this helps and let me know how it goes.

    Plugin Support karlalevelup

    (@karlalevelup)

    11 months, 2 weeks ago

    Hi there!

    Just checking in on this topic. Do you still need assistance here?

    If you’re all set, I’ll proceed to close this to resolved sometime tomorrow.

    If you still need help, just reply here and we’ll stay with you until everything is resolved.

    Thanks!

Viewing 2 replies - 1 through 2 (of 2 total)

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