SOLVED Purchase emails sent from our website not delivered

[psytanium]

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 : [email protected]

What can I do ? Usually not delivered emails bounce back with an error, but what if the From Address is the system address [email protected] ? Where do i find the bounced back messages ?

Thanks for any assistance asap, because we are not receiving purchase notitifcations for 1 week now.

 

[cPanelAnthony]

Hello! Could you check the exim_mainlog and the current exim queue to see if the bouncebacks are shown?

Mail Queue Manager | cPanel & WHM Documentation

The Mail Queue Manager allows you to view, delete, and attempt to deliver queued messages that the system has not yet delivered to their destinations.

docs.cpanel.net

Reading and understanding the Exim main log

 

[psytanium]

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

 

[cPanelAnthony]

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.

Tutorial - Reading and Understanding the exim main_log

Reading and Understanding the exim_mainlog At cPanel, we get a variety of tickets asking about different types of mail errors. I've been working on an Exim guide that will help you determine just what might be the cause of the errors you're...

forums.cpanel.net

I would also suggest that you consider opening a ticket using the link in my signature; we would be more than happy to review the Exim log and see if we can turn up any useful information for you.

 

[psytanium]

Thank you, I opened a ticket, number : 94380311

 

[cPanelAnthony]

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

Using the PHPMailer library to send messages via SMTP

 

[psytanium]

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.

 

[cPanelAnthony]

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

 

[psytanium]

Hi,

Again, the emails are not delivered, using SMTP :

SMTP hosts: relay-hosting.secureserver.net
SMTP authentication: true
SMTP Password: **************
SMTP User: [email protected]
SMTP Reply To: [email protected]

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.

 

[cPanelAnthony]

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.

Reading and understanding the Exim main log