MDVA-38827: Customers receive order shipment error via email

The MDVA-38827 patch fixes the issue where customers receive an order shipment email containing the following error message: We’re sorry, an error has occurred while generating this content. This patch is available when the Quality Patches Tool (QPT) 1.1.0 is installed. The patch ID is MDVA-38827. Please note that the issue is scheduled to be fixed in Adobe Commerce 2.4.4.

Affected products and versions

The patch is created for Adobe Commerce version:

Adobe Commerce on cloud infrastructure 2.4.2-p1

Compatible with Adobe Commerce versions:

Adobe Commerce (all deployment methods) 2.3.3-p1 – 2.4.2-p1

NOTE

The patch might become applicable to other versions with new Quality Patches Tool releases. To check if the patch is compatible with your Adobe Commerce version, update the magento/quality-patches package to the latest version and check the compatibility on the Quality Patches Tool: Search for patches page. Use the patch ID as a search keyword to locate the patch.

Issue

When the Notify Customers by Email option for shipment is selected, customers receive an email containing the following error message: We’re sorry, an error has occurred while generating this content.

Steps to reproduce:

  1. Go to Marketing > Communications > Email Templates and select Add New Template.
    • Select Magento Sales > New Shipment.
    • Click on Load Template.
    • Add a template name (e.g., Core Shipping Template) and click Save.
  2. Go to Store > Settings > Configuration > Sales > Sales Email:
    • Enable Shipment Comments.
    • Select Core Shipping Template (refer to the “Add a template name” part of Step 1) under Shipment Comment Email Template and Shipment Comment Email Template for Guest.
  3. Place an order. Go to the Admin panel > Sales > Order, click View, and then ship the order.
  4. The order state will change from Pending to Processing.
  5. Click Shipments on the left sidebar menu and then click View to see the order.
  6. Add a comment in Comment Text below Shipment History and check the checkbox Notify Customer by Email.
  7. Click Submit Comment.

Expected results:

Sales email with shipment comments is generated.

Actual results:

The following error message is received in the email: We’re sorry, an error has occurred while generating this content.

Apply the patch

To apply individual patches, use the following links depending on your deployment method:

To learn more about Quality Patches Tool, refer to:

For info about other patches available in QPT, refer to Patches available in QPT in our developer documentation.

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