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Closed Public Technical Support / Bugs Ticket #594

Issue with customer notes left at checkout

This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Conversation

Antonio Cornacchia

Hello, there is an issue with customer notes left at checkout. Even though they are saved in the order, they are no longer added to notification emails; only a blank space remains. This happens when using both a custom field and the core customer notes field. Tested on two sites.
I cannot say which update caused this issue because we only noticed it yesterday after a customer complained.

Adam Melcher Staff

Antonio,

Focusing on the built-in customer note feature:

  • The Show customer note option is set to No in your J2 Configuration Settings (Cart Tab). 
  • I don't see any reference to [CUSTOMER_NOTE] in your confirmed order status Email Template.

 

 

Adam

Antonio Cornacchia

Adam, sorry for the confusion.
On the site I gave you access to, I don't use customer notes but a custom field (“comehaiconosciutoawand”) and its shortcode “[CUSTOM_BILLING_FIELD:COMEHAICONOSCIUTOAWAND]” is in the email templates.

Customer notes are active on the other site I manage. In both cases, what customers write is saved in the order but is not added to the notification emails. Until a few days ago, both were working correctly.

Adam Melcher Staff

Antonio,

Here's what was happening:

You had the custom field settings set to display at billing, shipping, and payment areas of the checkout. You were then using the [CUSTOM_BILLING_FIELD:COMEHAICONOSCIUTOAWAND] to display the custom field in the confirmation email.

If the customer who complained was a repeat customer, then they would never see the field in the billing or shipping areas unless they we adding a new address. The only place in the checkout that will always be seen regardless of whether they are new or returning customers is the payment area so I disabled the billing and shipping sections for that custom field and only kept the payment area as yes.

I also changed the custom email snippet in the confirmation email from:
[CUSTOM_BILLING_FIELD:COMEHAICONOSCIUTOAWAND]

to

[CUSTOM_PAYMENT_FIELD:COMEHAICONOSCIUTOAWAND]

You should be good now :)

Adam

Antonio, If you haven't left a review for us in the JED, we would greatly appreciate it :)
https://extensions.joomla.org/extension/e-commerce/shopping-cart/j2commerce/

 

Antonio Cornacchia

Thanks a lot Adam, it works now.

I just left the review, it's awaiting approval.

Best regards

Adam Melcher Staff

Antonio,

 

Thank you! I am going to close this ticket now :)

Adam