FAQ
A customer says they never got an e-mail. How do I check?
Section titled “A customer says they never got an e-mail. How do I check?”Search the log by their e-mail address. If the entry is Sent, the store handed it to your mail server, which accepted it; check the customer’s spam folder or your mail provider’s logs. If it is Failed, the error shows why (for example a typo in the address or a refused connection). Open it, correct the address if needed and use Resend.
Does the add-on change how e-mails are sent?
Section titled “Does the add-on change how e-mails are sent?”Not by default. In the Direct mode the store sends exactly as before; the add-on only records the result and retries temporary failures. Background sending is optional.
What if the add-on itself has a problem?
Section titled “What if the add-on itself has a problem?”The e-mail is still sent. Any error inside the add-on falls back to the normal sending of CS-Cart.
Why would I use background sending?
Section titled “Why would I use background sending?”With SMTP every e-mail can take a second or more, and a slow or unreachable mail server makes the checkout wait. With At the end of the request the customer gets the page first; with By cron sending is fully separated from the store’s pages and a per-minute limit keeps you within your provider’s quota. Password recovery and one-time codes are always sent at once.
Are password links stored?
Section titled “Are password links stored?”No. The messages of recover_password, one_time_password_request and upgrade_backup_info are never stored, and you can add more templates. The rest is stored only if you want it (Store the message), and only for the period you set.
Does the preview count as an “open” in tracking tools?
Section titled “Does the preview count as an “open” in tracking tools?”No. Remote images, including tracking pixels, are blocked in the preview until you click Show images. The preview runs in a sandboxed frame without scripts.
Can I stop one notification without disabling it in the core settings?
Section titled “Can I stop one notification without disabling it in the core settings?”Yes: Templates > Mute. The e-mail is logged as Muted instead of being sent, so you can switch it back on at any time and see what you missed.
GDPR: what personal data does the log hold, and how long?
Section titled “GDPR: what personal data does the log hold, and how long?”E-mail addresses, subjects and (if enabled) the messages, which contain names, addresses and order details. Entries are deleted after 90 days and messages after 30 days by default. The Privacy tab exports, anonymizes or deletes the e-mails of a person, and the core GDPR anonymization covers the log automatically. Store only what you need: Store the message: Failed e-mails only keeps messages only for troubleshooting.
Can vendors see the e-mails of other vendors?
Section titled “Can vendors see the e-mails of other vendors?”No. With vendor access on, a vendor sees only the customer e-mails of their own orders and the e-mails sent to them, read-only.
Does it work with other add-ons that send e-mails?
Section titled “Does it work with other add-ons that send e-mails?”Yes. Every add-on that sends through the core mailer is logged with its template code, including abandoned-cart reminders, review requests, price alerts and help-desk notifications. The log stores the final message, after other add-ons have added their content.
What happens if the license lapses?
Section titled “What happens if the license lapses?”Without a valid license (no key after the 14-day start period, an invalid or revoked key, a domain the license does not cover, or no successful check for 14 days), e-mails are no longer logged, muted or queued: they go out directly as without the add-on. The existing log stays readable, exportable and purgeable, and e-mails already in the queue are still delivered. Once the license is valid again, logging resumes.
The admin panel shows a license notice.
Section titled “The admin panel shows a license notice.”Open Add-ons → Manage add-ons → Email Log & Background Sending → Settings → License. The status line says what is wrong: no key, a key for another add-on, a revoked license, or a domain that the license does not cover. Fix it and click Check now. See License.
Does the add-on work on my staging copy?
Section titled “Does the add-on work on my staging copy?”Yes. Subdomains of your licensed domain (for example staging.yourstore.com) and local development hosts (localhost, private IP addresses, *.local, *.test) are covered by the same license.
Does the license check slow down my storefront or checkout?
Section titled “Does the license check slow down my storefront or checkout?”No. The check runs in the admin panel or from cron, once a day. The storefront never runs it.
Still stuck?
Section titled “Still stuck?”Work through the troubleshooting guide, then contact support with your CS-Cart version, edition, PHP version and the add-on version (1.0.0).