Name the message and recipient.
The store’s new-order notification and the customer’s confirmation are not the same message. Check which one is missing and whether that notification is enabled. Use one order and its actual history rather than testing several unrelated emails.
If the expected status transition did not happen, investigate the payment or order event first. Do not change a status merely to force an email. A pending or uncertain payment needs a clear outcome before the customer is told something that may be untrue.
Find the first stage without confirmation.
There are three different questions: should the message have been generated, was it handed to the sending service, and what did the recipient’s mail system do with it? Use the logs available in your WooCommerce version and provider setup.
An accepted send can still be followed by a bounce, filtering or a spam-folder decision. If the provider has no send record at all, move upstream. If it has a rejection or bounce, investigate that response rather than rewriting the email template.
Three outcomes, three next steps.
This fictional decision table is a way to narrow the investigation. It is not a record of a sent Daymerce message.
| Observation | What it suggests | Next check |
|---|---|---|
| Expected event did not occur | The message may not have been triggered | Order history and payment event |
| Event occurred; no send record | The sending handover may have failed | Notification settings and application logs |
| Provider accepted; customer cannot find it | Delivery or filtering needs review | Recipient, bounce, sender setup and spam folder |
Test once, then check what actually happened.
Agree one controlled test with a known recipient and record the order, message type and time. Ask the responsible person to check the sender domain and provider’s authentication requirements. Do not publish private headers or customer details in an open support thread.
Before resending, check whether the recipient already received the message elsewhere. While the technical investigation continues, help the customer from the real purchase information. Confirm what is known about the order and keep any agreed follow-up attached to the customer context.