Could anyone provide any insight into why this message template might not be sending when orders are placed/shipped? Any ideas are massively appreciated.
Check some obvious things Make sure there is not two message templates with the same name ShipmentSent.CustomerNotification Check the Message Template is active You have made a Shipment and ticked Shipment Sent and saved
Thank you for the response, I have checked everything you have suggested and still nothing. There are no duplicate message template, it is set as active and there have been plenty of orders marked as shipped.
Sorry I'm not following? When a customer places an order it goes into a processing state then when it ships it goes into a completed state. At none of these points does the dispatch notification get triggered.
I appreciate the help here cause I am baffled currently.
The message template for ShipmentSent.CustomerNotification is specifically when using Shipments. Otherwise use OrderPlaced (or OrderPaid) message templates.