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,

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,

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

Adam