Randomly missing WooCommerce emails

  • tomz6

    (@tomz6)


    23 hours, 8 minutes ago

    Hi, recently we started to randomly miss some emails from our online shop. The email issue only happens for some WooCommerce orders (works fine for contact form and registration).

    We are using Fluent SMTP plugin. In fluent SMTP, it is configured to send via Microsoft 365, and similarly configured in WooCommerce, so I can’t see that there is any clear sign of misconfiguration, but the website does seem to send order emails still via the local server SMTP instead of Office 365. However, it is clear that the website is still sending emails via the local server (I checked with our hosting provider).

    Please see the reply below from our hosting provider:

    As far as I can see this is not a server issue itself, but rather than how WordPress is sending emails and communicating.

    In this case I would recommend to query with WooCommerce support why the WooCommerce plugin is not sending Order emails via Fluent SMTP settings.

    Please see my System Status Report: https://pastebin.com/hWLp6hwU

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Frank Remmy (woo-hc)

    (@frankremmy)

    18 hours, 30 minutes ago

    Hi @tomz6,

    Thanks for the detailed report and for sharing your system status! The fact that CF7 and registration emails are going through fine but WooCommerce order emails are intermittently falling back to the local server is an interesting clue, and a few things in your setup are worth investigating further.

    Before we dig in, a few questions to help us narrow this down:

    • Since you have the WP Mail Logging plugin active, could you check the logs (WP Mail Log → Log) for a few of the orders where emails went missing? We’re looking for two things: whether those emails appear in the log at all, and if so, which mailer/connection they show as being sent through. That will tell us if WooCommerce is even attempting to send them via FluentSMTP.
    • Could you also check FluentSMTP → Email Logs for the same time periods? If the emails don’t appear there at all, that points to WooCommerce bypassing FluentSMTP entirely for those sends.
    • Which email types are affected? Is it always the same type of order email going missing (e.g. new order notification, processing, completed), or does it vary?
    • Go to WooCommerce → Status → Logs and check for any entries related to emails around the times the failures occurred. Anything there would help.

    One thing also worth noting: your system report shows a custom template override for customer-completed-order.php in your child theme. If that file is outdated relative to the current WooCommerce version it could potentially cause issues with how that specific email is triggered, worth keeping in mind depending on which email type is affected.

    Let us know how that goes!

    Thread Starter tomz6

    (@tomz6)

    2 hours, 14 minutes ago

    Hi Frank,

    Thank you for your response.

    The missing emails do appear in WP Mail Logging plugin logs, but not in FluentSMTP logs at all.

    The affected email types are new order notification (sent to our internal email address), and completed order. We do not have processing email, since there’s custom code to auto change processing to completed (it was implemented years ago without issue).

    I have checked WooCommerce → Status → Logs, but didn’t see any entries related to emails around the times the failures occurred.

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

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