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supportHi, I’m experiencing an issue with the plugin Woo Custom Product Addons where addon field data is not consistently showing in order emails. Details: The addon fields are saving correctly and are visible in the WooCommerce admin order details. However, in some cases, the addon data is missing from the New Order email . The same field works correctly for some orders but is missing for others. Only thing I noticked This issue appears to happen more often when there are multiple payment attempts (failed → retry → success). Orders with a clean, first-time successful payment usually include the addon data correctly in emails. Orders with retries sometimes send the New Order email without the addon data. Setup: No email customizer plugin is used No WooCommerce email template overrides in the theme Using standard WooCommerce email templates Payment gateway: Worldpay Is it possible that the addon meta is not being properly attached or formatted at the time the New Order email is triggered, especially during payment retries or status changes? Also, is there a recommended way to ensure addon data is always included in order emails? Please let me know if you need any additional informations Thank you
To investigate this accurately, we’ll need to see the exact sequence where the issue occurs. Could you please share a screen recording that includes: Adding product with addon fields Proceeding to checkout Performing a failed payment → retry → successful payment The resulting order emails received Admin order view showing addon data Once we have that, we can pinpoint the issue.
Hi, I have a similar problem. Some information is not showing up in the emails. It’s not happening in every order. Please keep me up to date if a solution is found! Thank you
Hi Vivek, Not sure if this helps. I was trying on the staging site. I could only test with the failed payment. Here are screen records. https://www.awesomescreenshot.com/video/51734017?key=0a821695f8c6a42434ad507adff0a16b https://www.awesomescreenshot.com/video/51734618?key=a4dbbbf5742a76a9e14caac7dc99f0ce In the second video, I am showing the order details preview with the failed payment, which is not displaying custom options. I also showed you another order that shows the custom options in the order preview. If you see edit order details, then you will see the custom option details. https://www.awesomescreenshot.com/image/59952136?key=e768e609978c7425582b91601c01c9f6 Just for example, I am showing order preview, not emails, because we get the same results in both. This reply was modified 1 month, 1 week ago by krishnathapa .
Please note that this forum is limited to support for the free version, and we’re unable to request backend access or perform detailed investigations here. Based on the videos, it appears you are using the premium version of the plugin. If the issue persists, we recommend reaching out via the live chat on our website for further assistance.
HI, I am also using the Premium version and I can independently confirm this core bug. The issue is consistently reproducible under the exact conditions described: an asynchronous IPN/Webhook payment completion (e.g., PayPal or Stripe) that follows an initial failed attempt (such as an SCA trigger). The addon metadata is saved correctly in the database and is fully visible in the WooCommerce admin order details. However, it fails to render in the ‘New Order’ email template. The technical evidence indicates a flaw in the email rendering logic: during a server-to-server webhook callback, there is no active user session or populated cart. The plugin appears to be failing because it does not reliably fetch the formatted metadata directly from the saved $order object during the asynchronous status change ( woocommerce_order_status_failed_to_processing ). I will open a ticket via live chat as requested, but I am documenting this here to confirm it is a structural logic flaw affecting multiple production environments, not an isolated edge case. Best Regards, Frank
Thank you for the detailed explanation. Since the addon data is being saved correctly in the order item meta and is visible in the admin order details, the issue appears to be related to how the data is rendered in emails during asynchronous payment status updates. We will review this in detail.
I’m getting same issue – the add-on option has stopped being included in both the email and the order details in the admin area. The add-on fields table is displayed but with no values. Last order was an Apple Pay, no failed orders.
Hi, I’m having the same problem with the premium version. I opened a ticket a week or two ago, but it hasn’t been resolved.
To investigate this accurately, we’ll need to see the exact sequence where the issue occurs. Could you please share a screen recording that includes: Adding product with addon fields Proceeding to checkout Performing a failed payment → retry → successful payment The resulting order emails received Admin order view showing addon data Once we have that, we can pinpoint the issue.
Hi, I have a similar problem. Some information is not showing up in the emails. It’s not happening in every order. Please keep me up to date if a solution is found! Thank you
Hi Vivek, Not sure if this helps. I was trying on the staging site. I could only test with the failed payment. Here are screen records. https://www.awesomescreenshot.com/video/51734017?key=0a821695f8c6a42434ad507adff0a16b https://www.awesomescreenshot.com/video/51734618?key=a4dbbbf5742a76a9e14caac7dc99f0ce In the second video, I am showing the order details preview with the failed payment, which is not displaying custom options. I also showed you another order that shows the custom options in the order preview. If you see edit order details, then you will see the custom option details. https://www.awesomescreenshot.com/image/59952136?key=e768e609978c7425582b91601c01c9f6 Just for example, I am showing order preview, not emails, because we get the same results in both. This reply was modified 1 month, 1 week ago by krishnathapa .
Please note that this forum is limited to support for the free version, and we’re unable to request backend access or perform detailed investigations here. Based on the videos, it appears you are using the premium version of the plugin. If the issue persists, we recommend reaching out via the live chat on our website for further assistance.
HI, I am also using the Premium version and I can independently confirm this core bug. The issue is consistently reproducible under the exact conditions described: an asynchronous IPN/Webhook payment completion (e.g., PayPal or Stripe) that follows an initial failed attempt (such as an SCA trigger). The addon metadata is saved correctly in the database and is fully visible in the WooCommerce admin order details. However, it fails to render in the ‘New Order’ email template. The technical evidence indicates a flaw in the email rendering logic: during a server-to-server webhook callback, there is no active user session or populated cart. The plugin appears to be failing because it does not reliably fetch the formatted metadata directly from the saved $order object during the asynchronous status change ( woocommerce_order_status_failed_to_processing ). I will open a ticket via live chat as requested, but I am documenting this here to confirm it is a structural logic flaw affecting multiple production environments, not an isolated edge case. Best Regards, Frank
Thank you for the detailed explanation. Since the addon data is being saved correctly in the order item meta and is visible in the admin order details, the issue appears to be related to how the data is rendered in emails during asynchronous payment status updates. We will review this in detail.
I’m getting same issue – the add-on option has stopped being included in both the email and the order details in the admin area. The add-on fields table is displayed but with no values. Last order was an Apple Pay, no failed orders.
Hi, I’m having the same problem with the premium version. I opened a ticket a week or two ago, but it hasn’t been resolved.