Online order details notification

[Webshop]

Hi.
I have online ordering set up for memberships to an angling club.
We have a number of membership categories, and send out a membership booklet with club rules, waters, access details etc. So I have set up everything as physical products.

When someone places an order, I get an email notification that we have received payment.

However, other than the amount, it doesn't provide any details of the order. I have to go into Square and track down the order so that it can be fulfilled.

Previously using Paypal, we had the full detail of order, including delivery address.

This is essential as the order detail is forwarded to someone else for fulfilment, they do not have access to the square account.

Have I missed something in the setup, that will send me the full order detail?

Thanks
Phill

[tranguyen]

Hey @Webshop, welcome to the Seller Community and I'm sorry you are running into this.

Before we dive in, can you let me know if the website is with the Square Online site or with one of our partners? Depending on where the website is setup, it can affect the order notification emails as well. 

[Webshop]

Its just done direct from the square dashboard. to set up a shop page.

[tranguyen]

Thanks for letting me know @Webshop! It sounds like you are using the Square Online site or perhaps even the Square Online Checkout Links. 

For both, when a customer paid via the link or on the website, Square usually sent out two emails:

• The first email is a payment notification to let you know someone has paid at your business.
• The second email is an order notification. This is a copy of the order email that the customer would have received.

If you are not receiving the order notification emails, there are a few things we can do:

- Please double-check your spam folders; sometimes email get route there as well!

- If the emails are not in your inbox or spam folder, you can try whitelisting the following emails:

• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]

Here's how to whitelist emails.

If none of these work, it might be best to contact our Support team directly as there are some additional account-specific settings they can check as well. 

[Webshop]

Thanks Tra
I have added those to the whitelist, but as I am screening my emails before downloading, I'm not sure it will help.
I have also emailed support

[Webshop]

I checked again but this time went into my hosting povider.
The order confirmations were on the server, but had been marked as spam.
I asked them what the issue was, they looked into it and sent me the reply below saying that they were getting very high spam scores.
The rest of their message might as well be in another language for me.



I asked  my hosting2.0 PDS_OTHER_BAD_TLD Untrustworthy TLDs

[URI: bingley-angling-club.square.site]

[(site)]


1.1 KAM_REALLYHUGEIMGSRC RAW: Spam with image tags with ridiculously

huge http urls


0.5 KAM_NUMSUBJECT Subject ends in numbers excluding current years


1.0 WORD_INVIS_MANY Multiple individual hidden words



These are the primary reasons for which your e-mail was bounced, to put it on short the email composition looks like spam and the way the e-mail is sent from weebly are causing the overall spam score to exceed score 5.



You would need to format the e-mail better, or change the provider that sends out these e-mails,

[tranguyen]

Thanks for sharing this @Webshop! Hmm, let me check with our ECOM team to see if they have come across these errors before and what we can do to avoid this.

In the meantime, if you have any other email address not with the same provider, you can add them on Square to receive the order notifications there as well. To do so:

1. Login to your Square Online site > Site Settings > Notifications
   
2. Click Edit New Order Emails
   
3. Aside from your main email address, you can add up to three emails separate by commas.
   
4. Click Save

I hope this will help in the meantime!

[Webshop]

Thanks Tra
I'll try that as well.

[Webshop]

Done that and still only getting an email confirming payment received, no email with order details.

[tranguyen]

Hey @Webshop, can you let me know if the additional emails you added are with the same email provider or with a different provider? I want to pass on the additional information to the team to see if there are anything else we can advise here. 

[Webshop]

Two additional emails added both with different providers from each other and the original.

[tranguyen]

That is strange. Sorry for all the back and forth on this @Webshop but I just want to make sure I have all the necessary information for the team to investigate.

• Are the emails in the spam folder by any chance?
• Can you let us know who the email hosts are and if they also see the same spam issues as the original provider? 

[Webshop]

All the emails are getting through to an icloud address belonging to someone else.
The order confirmations are not coming to me on the main account, or at my alternative address.
I am getting payment confirmation and a daily summary on the main address.

[tranguyen]

Really appreciate all the information @Webshop! I'm just checking with our ECOM specialist team once again to see if there is any record we can add to the custom domain email address. I know in the past there are some records we've added to Outlook or Google to help with unblocking emails, so I need to see if those would be applicable here. 

[Webshop]

Thanks for the update.