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Failed order

Receive an email notification when an order that was processing or on hold fails

Enable/Disable	Enable/Disable Enable this email notification
Subject	Subject
Email heading	Email heading
Additional content	Additional content If you need any help with your order, please contact us at {store_email}.
Email type	Email type
Cc(s)	Cc(s)
Bcc(s)	Bcc(s)

Email preview

Preview your email template. You can also test on different devices and send yourself a test email.

HTML template

Copy file to theme To override and edit this email template copy woocommerce/templates/emails/customer-failed-order.php to your theme folder: twentytwentyfive/woocommerce/emails/customer-failed-order.php.

<?php
/**
 * Customer failed order email
 *
 * This template can be overridden by copying it to yourtheme/woocommerce/emails/customer-failed-order.php.
 *
 * HOWEVER, on occasion WooCommerce will need to update template files and you
 * (the theme developer) will need to copy the new files to your theme to
 * maintain compatibility. We try to do this as little as possible, but it does
 * happen. When this occurs the version of the template file will be bumped and
 * the readme will list any important changes.
 *
 * @see https://woocommerce.com/document/template-structure/
 * @package WooCommerce\Templates\Emails
 * @version 10.4.0
 */

use Automattic\WooCommerce\Utilities\FeaturesUtil;

if ( ! defined( 'ABSPATH' ) ) {
	exit;
}

$email_improvements_enabled = FeaturesUtil::feature_is_enabled( 'email_improvements' );

/**
 * Hook for the woocommerce_email_header.
 *
 * @hooked WC_Emails::email_header() Output the email header
 * @since 3.7.0
 */
do_action( 'woocommerce_email_header', $email_heading, $email ); ?>

<?php echo $email_improvements_enabled ? '<div class="email-introduction">' : ''; ?>
<p>
<?php
if ( ! empty( $order->get_billing_first_name() ) ) {
	/* translators: %s: Customer first name */
	printf( esc_html__( 'Hi %s,', 'woocommerce' ), esc_html( $order->get_billing_first_name() ) );
} else {
	printf( esc_html__( 'Hi,', 'woocommerce' ) );
}
?>
</p>
<p><?php esc_html_e( "Unfortunately, we couldn't complete your order due to an issue with your payment method.", 'woocommerce' ); ?></p>
<?php /* translators: %s: Site title */ ?>
<p><?php printf( esc_html__( "If you'd like to continue with your purchase, please return to %s and try a different method of payment.", 'woocommerce' ), esc_html( $blogname ) ); ?></p>
<p><?php esc_html_e( 'Your order details are as follows:', 'woocommerce' ); ?></p>
<?php echo $email_improvements_enabled ? '</div>' : ''; ?>

<?php
/**
 * Hook for the woocommerce_email_order_details.
 *
 * @hooked WC_Emails::order_details() Shows the order details table.
 * @hooked WC_Structured_Data::generate_order_data() Generates structured data.
 * @hooked WC_Structured_Data::output_structured_data() Outputs structured data.
 * @since 2.5.0
 */
do_action( 'woocommerce_email_order_details', $order, $sent_to_admin, $plain_text, $email );

/**
 * Hook for the woocommerce_email_order_meta.
 *
 * @hooked WC_Emails::order_meta() Shows order meta data.
 * @since 1.0.0
 */
do_action( 'woocommerce_email_order_meta', $order, $sent_to_admin, $plain_text, $email );

/**
 * Hook for woocommerce_email_customer_details.
 *
 * @hooked WC_Emails::customer_details() Shows customer details
 * @hooked WC_Emails::email_address() Shows email address
 * @since 1.0.0
 */
do_action( 'woocommerce_email_customer_details', $order, $sent_to_admin, $plain_text, $email );

/**
 * Show user-defined additional content - this is set in each email's settings.
 */
if ( $additional_content ) {
	echo $email_improvements_enabled ? '<table border="0" cellpadding="0" cellspacing="0" width="100%" role="presentation"><tr><td class="email-additional-content">' : '';
	echo wp_kses_post( wpautop( wptexturize( $additional_content ) ) );
	echo $email_improvements_enabled ? '</td></tr></table>' : '';
}

/**
 * Hook for the woocommerce_email_footer.
 *
 * @hooked WC_Emails::email_footer() Output the email footer
 * @since 3.7.0
 */
do_action( 'woocommerce_email_footer', $email );

Plain text template

Copy file to theme To override and edit this email template copy woocommerce/templates/emails/plain/customer-failed-order.php to your theme folder: twentytwentyfive/woocommerce/emails/plain/customer-failed-order.php.

<?php
/**
 * Customer failed order email (plain text)
 *
 * This template can be overridden by copying it to yourtheme/woocommerce/emails/plain/customer-failed-order.php.
 *
 * HOWEVER, on occasion WooCommerce will need to update template files and you
 * (the theme developer) will need to copy the new files to your theme to
 * maintain compatibility. We try to do this as little as possible, but it does
 * happen. When this occurs the version of the template file will be bumped and
 * the readme will list any important changes.
 *
 * @see https://woocommerce.com/document/template-structure/
 * @package WooCommerce\Templates\Emails\Plain
 * @version 9.8.0
 */

defined( 'ABSPATH' ) || exit;

echo "=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=\n";
echo esc_html( wp_strip_all_tags( $email_heading ) );
echo "\n=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=\n\n";

/* translators: %s: Customer first name */
echo sprintf( esc_html__( 'Hi %s,', 'woocommerce' ), esc_html( $order->get_billing_first_name() ) ) . "\n\n";
echo esc_html__( "Unfortunately, we couldn't complete your order due to an issue with your payment method.", 'woocommerce' ) . "\n\n";
/* translators: %s: Site title */
echo sprintf( esc_html__( "If you'd like to continue with your purchase, please return to %s and try a different method of payment.", 'woocommerce' ), esc_html( $blogname ) ) . "\n\n";
echo esc_html__( 'Your order details are as follows:', 'woocommerce' ) . "\n\n";

/**
 * Hook for the woocommerce_email_order_details.
 *
 * @hooked WC_Emails::order_details() Shows the order details table.
 * @hooked WC_Structured_Data::generate_order_data() Generates structured data.
 * @hooked WC_Structured_Data::output_structured_data() Outputs structured data.
 * @since 2.5.0
 */
do_action( 'woocommerce_email_order_details', $order, $sent_to_admin, $plain_text, $email );

echo "\n----------------------------------------\n\n";

/**
 * Hook for the woocommerce_email_order_meta.
 *
 * @hooked WC_Emails::order_meta() Shows order meta data.
 * @since 1.0.0
 */
do_action( 'woocommerce_email_order_meta', $order, $sent_to_admin, $plain_text, $email );

/**
 * Hook for woocommerce_email_customer_details.
 *
 * @hooked WC_Emails::customer_details() Shows customer details
 * @hooked WC_Emails::email_address() Shows email address
 * @since 1.0.0
 */
do_action( 'woocommerce_email_customer_details', $order, $sent_to_admin, $plain_text, $email );

echo "\n\n----------------------------------------\n\n";

/**
 * Show user-defined additional content - this is set in each email's settings.
 */
if ( $additional_content ) {
	echo esc_html( wp_strip_all_tags( wptexturize( $additional_content ) ) );
	echo "\n\n----------------------------------------\n\n";
}

/**
 * Filters the email footer text.
 *
 * @since 3.7.0
 */
echo wp_kses_post( apply_filters( 'woocommerce_email_footer_text', get_option( 'woocommerce_email_footer_text' ) ) );

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Emails

Failed order

Email preview

HTML template

Plain text template