Purchase emails sent from our website not delivered

psytanium

• November 03, 2021 14:22

Hi, When a customer make a purchase, we (and the customer) received order confirmation email, sent directly from our website. Just like any other eCommerce website. But 1 week ago, a user on my server was sending out spams because of malware, Godaddy blocked me until i found out the source and cleaned it. Now the server and all the users on it can send emails without any issue. But still this 1 account have this particular problem.

• Emails sent by the users are delivered.
• When someone create an account, we received the Welcome Customert email
• Only the orders emails are not delivered.
• I checked the Mail Delivery Report, the email is sent from my server
• The system send our emails from this address : useraccount@server.domain.com

What can I do ? Usually not delivered emails bounce back with an error, but what if the From Address is the system address useraccount@server.domain.com ? Where do i find the bounced back messages ? Thanks for any assistance asap, because we are not receiving purchase notitifcations for 1 week now.

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  cPanelAnthony

  • November 03, 2021 19:46

  Hello! Could you check the exim_mainlog and the current exim queue to see if the bouncebacks are shown? Reading and understanding the Exim main log

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  psytanium

  • November 03, 2021 19:48

  I found nothing in Mail Queue Manager. Sorry for asking this, but how to check exim_mainlog ?

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  cPanelAnthony

  • November 03, 2021 19:58

  You could use tail -f on the exim_mainlog to watch it in real-time while triggering one of these bounceback emails. This would let you hopefully see the log entries appear as it happens. tail -f /var/log/exim_mainlog
  This article might help as well.

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  psytanium

  • November 03, 2021 20:54

  Thank you, I opened a ticket, number : 94380311

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  cPanelAnthony

  • November 04, 2021 14:47

  Hello! It looks like it was recommended that you follow this article. Were you able to get this resolved?

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  psytanium

  • November 05, 2021 09:16

  Exactly, I was using mail() function, now i turned to SMTP library PHPMailer. This was the first progress to solve the problem but not the last, because the problem remained. After I switch to SMTP, Orders emails still not delivered, simply I tried to change the email subject from "Order Process" to something else, and the emails started to reach the recipients immediately.

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  cPanelAnthony

  • November 07, 2021 16:45

  Thank you for the update! It's good to know you were able to get this resolved.

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  psytanium

  • December 14, 2021 06:54

  Hi, Again, the emails are not delivered, using SMTP : SMTP hosts: relay-hosting.secureserver.net SMTP authentication: true SMTP Password: ************** SMTP User: sales@domain.com SMTP Reply To: sales@domain.com
  Previously, I changed the header subject, the emails started to reach recipients, but now, since 1 week, suddenly emails are not delivered. Now i tried to change the subject but didn't work. Should I receive a bounce back message with an error included ? if yes, where should i check the bounce back messages. and how can I trace and investigate the email delivery ? Thanks.

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  cPanelAnthony

  • December 17, 2021 21:37

  Hello! The bounce back should generally occur; it should be in the inbox or spambox of the address that sent the email. You can also trace and investigate email delivery via the exim_mainlog file. This article may help.

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