WooCommerce order notifications not being received

  • Unknown's avatar
    mikespjo · Member ·

    Last year I set up a new WordPress website hosted by 20i, themarlowregatta.com, with associated mail accounts. We had issue with the email forwarding addresses that was resolved through tickets with BT/20i (Raised with BT (Mail forwarding issues [#7679])). We now have a similar issue with emails from the WooCommerce site plug in on our Word Press site hosted on 20i.

    Emails from WooCommerce orders (New order notifications and order confirmations) are not being received by @BTInternet.com email addresses. Other providers are working fine, though using our (email visible only to moderators and staff) forwarding email for new order notifications is only working some of the time. (It forwards to (email visible only to moderators and staff))

    Is there anything you can do to assist?

    Previous update from BT and I’m wondering if similar for WooCommerce?

    Hi Mike,

    Update from our technical team
    Taking a look at the logged traffic, it is not easy to determine which emails from the hosting service originate from hosted mailboxes/domains, which mails are being generated by web-forms or services which could otherwise be open to abuse, and which are forwarded mail.

    Looking for mail from The-nook.me.uk, recent mail has been received via the IP addresses 185.41.8.191 – which matches the sending domain’s SPF record and is scored and accepted correctly. This seems to be working fine.

    Looking at the error message above, there is a log of mail from 185.151.28.76, there is a lot of email which is likely to have been created from on-line forms or service and a lot of this mail appears to be scored as spam. This scoring is affecting the reputation and deliver-ability of mail through this IP addresses and appears to be triggering rate limiting on other mail which may be forwarded mail through the same IP address. The mix of this different type of mail make it less easy to relax restrictions on the IP address/service.

    Would it be possible for the sender to get details from their hosting company whether they are able to enable SRS for the user’s forwarded email and/or, whether they are able to provide information about the ranges of IP addresses which are used for forwarding, and which are used for hosted services? This should help to progress the investigation.

    Cheers,
    Mike

    WP.com: Unknown
    Jetpack: Unknown
    Correct account: Unknown

  • staff-blorbo · Staff ·

    Hi there,

    Please contact WooCommerce support directly for help with their plugin. The forum you’re posting in now is for the hosting provider, WordPress.com, and we can only help with sites hosted on our servers.

    If you’re using the free version of WooCommerce, you can post in their community forum here:

    https://wordpress.org/support/plugin/woocommerce/

    Or, if you’re using any premium or payment gateway add-on downloaded from WooCommerce.com you can reach live chat and email support here:

    https://woocommerce.com/my-account/create-a-ticket/

  • The topic ‘WooCommerce order notifications not being received’ is closed to new replies.