What the customer sees

The order received page

After checkout, the customer lands on WooCommerce’s order received (“thank you”) page. The plugin works with both the Checkout block and the classic checkout, in block themes and classic themes.

While the order waits

• The heading and text come from Order received title and Order received text in the settings.
• Below them, a box shows Fulfillment Time (or Order status without a fulfillment time) with a waiting animation, and an Order Note row.
• The page asks the server every 5 seconds. When you answer, the page updates by itself; the customer does not need to reload.
• If you have not answered within Time before timeout (default 5 minutes), the animation stops and the customer is asked to check their email for the order details. The order is not changed; you can still confirm it, and the customer gets the email.

After you confirm

• The heading changes to Order confirmed and the text to “Your order is now confirmed.”
• The box shows the fulfillment time and your comment.
• If the customer reloads the page later, a Order Fulfillment Time and Order Comment section is shown.
• Completed orders are shown as confirmed too.

After you reject

• The heading changes to Order rejected and the text to “We apologize, but we are not able to fulfill your order.”
• Your comment is shown under Order Comment.

Who can see the status

The plugin shows the status, time and comment only when WooCommerce itself shows the order details on the page:

• the link must contain the order’s key (the link WooCommerce sends the customer to after checkout),
• orders placed by a registered customer are shown only when that customer is logged in,
• guest orders are shown directly after checkout; later (by default after 10 minutes) WooCommerce asks the guest to confirm the email address first.

Anyone else sees only WooCommerce’s general “Thank you. Your order has been received.” text.

My Account

Under My Account → Orders → View, a confirmed order shows the Order Fulfillment Time (with the fulfillment time on) and your Order Comment.

Emails

The plugin adds two customer emails under WooCommerce → Settings → Emails. You can turn them on or off, and change the subject, heading and additional content like any WooCommerce email.

Email	Sent when	Content
Confirmed Order to Customer	The order gets the status Order confirmed (from the preview, the order list, or the edit order screen).	The order details, “When will the order be ready?” with the time (with the fulfillment time on), and your comment as Order Note.
Cancelled Order to Customer	You reject the order with Reject (order preview or order list), while Ability to deny order? is on. Other cancellations do not send it.	“We apologize, but we are not able to fulfill your order. It has been cancelled.” and your comment as Cancelation Note.

• Add data to the confirmation email in the settings decides whether the time, the comment or both are included.
• WooCommerce’s Completed order email also includes the fulfillment time and your comment (as Fulfillment Time and Store Note).
• The time and comment are added for orders that have a shipping method (including local pickup).
• With Food Online, the time is shown once, in Food Online’s own wording.

Tip

We recommend turning off WooCommerce’s Processing order email. The two emails of the plugin replace it, and the customer could be confused by an email saying the order is being processed before you have confirmed it.

Changing the email templates

Copy the templates from the plugin folder templates/emails/ to your theme, in your-theme/woocommerce/emails/:

• wc-customer-confirmed-order.php and plain/wc-customer-confirmed-order.php
• wc-customer-cancelled-order.php and plain/wc-customer-cancelled-order.php

You can also use the Copy file to theme button on each email’s settings page.