Blank "Your Tickets" Email Sent to Non-event-related WooCommerce Customers

[W David Bayless]

I just did a test purchase of a WooCommerce product on our site that wasn’t related to an event. In other words, there was no ticket associated with the purchase. However, the test purchaser received a blank email with “Your tickets from Human Scale Business” in the subject line. Obviously, this will be confusing to our non-event-related customers. Any suggestions?

[Geoff B.]

Good evening W David and welcome to the Events Calendar Support forum!

Thank you for reaching out to us.

We are sorry to hear about the blank email being sent out.
I would love to help you with this topic.

As a first troubleshooting step, could you please provide us with your system information in a private reply ? (following the instructions found in the link)

My best guess is that this wrongfully titled email might have been a result of the following:

• Your default WooCommerce template might have been tweaked to include that title
• This information is set at WooCommerce -> Settings -> Email

Let me know what you find out ?

Best regards,

Geoff B.

[W David Bayless]

This reply is private.

[Geoff B.]

Good evening W David,

Thank you for the system information and for the clarification.

If you don’t mind, could you send a link to a screenshot of the email in question ? (in a private reply)

Without seeing the said email, my theory is that there is a chance that all WooCommerce products emails are titled “Your tickets from Human Scale Business” or that the ticket email is sent because the payment has been completed.

To clarify what I mean by that is that tickets emails are sent only when the payments on a ticket purchase are completed. This is facilitated by your WooCommerce Order Status Control plugin.

Best regards,

Geoff B.

 

[W David Bayless]

This reply is private.

• This reply was modified 10 years ago by W David Bayless.

[Geoff B.]

Good evening W David,

Thank you for the screenshot.

By your response I assume we can rule out the following causes:

• A ticket transaction that where the payment was completed
• A ticket transaction that had its status automatically changed to “Completed”

I am trying to cross-reference your issue with the one from another customer in order to find out what could possibly be the cause for this.

It looks like in both of your cases, something from WooCommerce is triggering the ticket email. I also notice that you are both using WooCommerce Subscriptions (although that might be a coincidence).

Would you, by any chance, be able to tell me what type of WooCommerce order seems to be triggering this ? (simple product, subscription, etc..)

My next question would then be is that systematic with that type of product for you ? (does every purchase of that type generate that blank email)

Thank you so much for your time to help resolve this issue, it’s truly appreciated.

Best regards,

Geoff B.

[W David Bayless]

Would you, by any chance, be able to tell me what type of WooCommerce order seems to be triggering this ? (simple product, subscription, etc..)

The triggering order was for a subscription product.

My next question would then be is that systematic with that type of product for you ? (does every purchase of that type generate that blank email)

I don’t know. We just created our first subscription products, and we’ve only received the one (test) order at this point.

[Geoff B.]

Good afternoon W David,

Thank you for sharing that information.

On my end, I am doing a bit of research to try to find a workaround for this.

In order to do a good job at this, would you be able to:

1. Tell me if that subscription product contained any ticket ?
2. Try another test subscription purchase to see if the blank email is triggered systematically ?

Let me know how that goes.

Best regards,
Geoff B.

[Geoff B.]

Hi again,

After some extra research, this has been identified as a bug.

Unfortunately, I cannot commit to a release date at this point. But you will be contacted as soon as it’s fixed.

In the meantime, we have a temporary solution. Could you add the following piece of code in the functions.php of your theme:
get_items() as $line_item ) {
if ( tribe_events_product_is_ticket( $line_item['product_id'] ) ) {
$contains_tickets = true;
break;
}
}
​
if ( ! $contains_tickets ) {
add_filter( 'woocommerce_email_enabled_wootickets', '__return_false' );
}
}
​
// Listen out for the ticket-email trigger then intervene early
add_filter( 'wootickets-send-tickets-email', 'stop_empty_ticket_emails', 5 );


Best regards,

Geoff B.

[W David Bayless]

Sorry for the slow response, Geoff. Thanks for the code patch. I’ll give it a try later today and will confirm whether it works or not. I appreciate your help.

[W David Bayless]

I appended the code to my function.php file, and my site broke. Because it’s not a major problem, I think I’ll just wait for the bug fix in the next update to the plugin rather than spend time getting the patch to work.

[Geoff B.]

Good evening W David,

I’m sorry this made you site crash. Thank you for trying.
Just out of curiosity, did you copy the <?php statement as well ?

Perhaps, I should have specified, but this is not necessary if there is already such a statement in your functions.php file.

In any case, as promised, you will be notified as soon as the bugfix is out.

Thank you for your patience,

Best regards,

Geoff B.

[Geoff]

Hey there!

I just wanted to chime in and let you know that Event Tickets and Event Tickets Plus 4.1.2 were just released and included a patch for this issue. Please update to the latest version when you have a chance and please let us know if you continue to have any issues.

Thanks so much for your patience while we worked on this!

Geoff G.

[W David Bayless]

Thanks, Geoff. I appreciate the update and your help.

[Geoff B.]

Good evening W David,

I’m glad to know this worked out for you.

You are welcome back on our support forums any time 🙂

For now, I am going to close this thread.

Have a great week!

Geoff B.

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