Customers not receiving order confirmations

[appman]

Hi up until last week all was good, however, now customer order email confirmations are going out blank and we are not receiving the notification emails saying someone has purchased. 

This is causing massive issues with some customers cancelling as we know nothing about the order to send out. 

Can someone please help as we need this sorted ASAP???

Thanks Colin

[Jdrcam]

Hi Colin,

In case you didn't see the reply I sent in regards to you posting in the topic I opened  Unable to edit Store Emails and customers not receiving (ORDER CONFIRMATION EMAILS), I wanted to post here as well that if support contacts me with a fix to the issue, I will let you know and would so much appreciate it if you would let me know if you get a fix as well.  This is causing lots of problems for me as well, but I am checking my store dashboard several times a day to see the orders and that is the only way I am able to retrieve the notes that customers leave me on orders as well since the notes no longer post on the paypal payments note section (Weebly Order numbers go there now). Order notes are super important in my case because I ship Live mealworms and have instructions on my site to leave me a note if they are not going to be home and need their orders held at the post office for pick-up.  

[Bernadette3]

We totally understand the timing issue @Jdrcam. If I hear info before your ticket is replied I'll let you know. @appman what is the website name?

[appman]

Hi thanks for the reply

The website is www.shush.fm

Thanks again

[Jdrcam]

Hi Colin,

I received an order a moment ago and the order confirmation came through and my mouth opened so wide that my jaw about hit the floor . At first, I thought that it maybe started working on it's own all of the sudden, but  I then noticed that an email had came through about 28 minutes earlier from Weebly customer support saying that I should be able to edit the emails now.  And, while I had received that order a few minutes ago with the order notification (I know it sounds silly, but I'm just still so thrilled about that order confirmation email coming through), I wanted to check and make sure that I could indeed edit the store emails and that they would load without any errors, and sure enough, they did just great!! 

So, Colin, I hope that your order confirmations are working now too!! If not, then maybe CS will get to yours shortly as well (if it isn't working yet, be sure that you keep inquiring on your open case in Weebly support).  Helen with Senior Customer Support said that this problem was a known site issue and that they were working on it so you and I are not the only ones that have been experiencing this.  Below is a copy of the email I received from Weebly support in case it :

Helen C.Today at 13:23

Thanks so much for your patience as our team looked into this for you. You should be able to update this now, but please let us know if you encounter any further difficulty once you've added the Sender Profile to your site in Store > Store Emails.

The issue you've described regarding order notification emails is a known issue our developers are currently investigating. We'll let you know as soon as we have an available update. I'm very sorry you've run into this problem, and thanks for your patience while our team works to get this resolved.

Thank you!
Helen
Senior Support Representative
(Tuesday to Saturday 9-6pm PST)

Okay, hopefully this email situation is fixed for good (and hopefully yours is too)!!  Please let me know if yours is working again!

Thanks Colin!

Camille

[appman]

So now email confirmations seem to be arriving with customers, so great ..... 

However, they are coming from editmysite email account now whereas before they were coming from store email account?

I have checked settings and nothing has changed and says our normal email address so not sure why they are now arriving from editmysite one? 

Anyone got any ideas???

Thanks Colin

[Adam7]

I haven't heard that any change was made to that, @appman. Are these the emails that customers received, or just the one you got yourself that they bought something?

[mikeg1]

hi

I first mentioned this 2 weeks ago and then advised it seems to have been fixed and then the problems started again - pretty much every third customer is emailing me to ask if order has been received and/or sent!

This does need fixing ASAP please!

Cheers Mike

[Bernadette3]

Sorry about that @mikeg. We can definitely take a look again. Which store is this for, and can you provide an order number that did not get the alert? Is it the order confirmation email or the "you're item has shipped" email?

[DocHarmony]

This just started happening to me as well. Order confirmations (or at least the copies I am supposed to get) are not arriving. In addition, there are some other issues with the shipping interface - the field for oz (which was added a short time ago and was working), is now not accepting input and the Packing Slip that can be produced has got some weird code interspersed:

[Bernadette3]

Hi @DocHarmony We just received word that they fixed the email issue. Although, they are backlogged and it may take a couple of hours before you receive them. Very sorry about that. 

What is the issue you are getting with the ounce field? Is it giving you an error or not generating label cost? Can you let me know the order number for the screenshot? Thank you so much!

[DocHarmony]

Hi Bernadette,

The oz field is just a blank box now (the oz label does not appear) and I don't think it allowed me to put in any numeric value. I don't now recall exactly because I simply used the lbs field and used a decimal value (most of my items are under 1lb). As far as the packing list is concerned, I've see this on all orders today - #862029013, #994156470 

[Bernadette3]

I see what you mean about the packing slip.  

Sending you a support ticket right now.