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Customer order email sent before payment


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#1 nickh

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Geschrieben: 06 August 2018 - 21:32

Hi,

 

 

If a customer places an order but does not complete the payment process, they are still sent a 'Order placed' email.  This can be very confusing, as they could receive the email before they've even finished the check-out process.  Is this a known bug, or is this behaviour caused by some configuration setting?

 

Thanks,

Nick

 



#2 Wolfgang Schmerge

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Geschrieben: 07 August 2018 - 07:58

Hi Nick,

 

that's not a bug.

The order confirmation has nothing to do with the payment.

If I pay somewhere with prepayment or invoice I always receive an order confirmation.

 

Regards

 

Wolfgang


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#3 nickh

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Geschrieben: 07 August 2018 - 09:34

Hi Wolfgang,

 

Thanks, but I disagree.  If I am half way through a checkout process and decide to cancel it, but then STILL get an "Order Confirmed" email, then this seems completely wrong.  Do you know how I'd go about changing this logic?  Wasn't this previously handled by the payment plugin's IPN/PDT endpoint?



#4 Marcus Gesing

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Geschrieben: 07 August 2018 - 14:45

An order placed e-mail is sent when you have confirmed your order and when the order has been placed. "half way through a checkout process" is earlier than this.


Schöne Grüße aus Düsseldorf,
Marcus Gesing


#5 nickh

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Geschrieben: 07 August 2018 - 17:10

 Hi Marcus,

 

When I say "half way through the checkout process", I mean that I have confirmed the order and been redirected to the payment gateway (e.g. Paypal), and THEN cancelled/quit the payment process.  At this point I then receive an email saying that the order has been placed, which is very confusing the the customer as they are obviously thinking that they haven't gone ahead with the purchase, so nothing has technically been ordered.

 

A client has had a number of complaints from their customers about emails suggesting that an order has been placed, even when they decided not to proceed with the payment.

 

See what I mean?



#6 Marcus Gesing

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Geschrieben: 07 August 2018 - 18:50

No, it's not irritating. The buyer has explicitly confirmed the order on the confirmation page. A payment cacellation, for whatever reason (maybe he wants to pay later), is not a reason to cancel the order. This would probably also be problematic for legal reasons. There is no direct relationship between a payment and a placed order. However, if the merchant do not like this payment scenario, he should not use these older, redirecting payment methods (e.g. PayPal Standard) and better use newer ones with checkout integration (e.g. PayPal PLUS or Amazon Payment).

Schöne Grüße aus Düsseldorf,
Marcus Gesing


#7 nickh

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Geschrieben: 07 August 2018 - 22:04

Thanks for the counter-argument.  Has it always functioned like this though?...I thought that the sending of order confirmation emails used to be part of the payment IPN/PDT handler - is this correct?



#8 Marcus Gesing

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Geschrieben: 08 August 2018 - 10:14

No. Confirmation mails are send by the core when the order has been placed. The core does not know anything about what is happening in a plugin like for example IPN processing. The goal of IPN processing is usually updating the payment status. And yes, it always functioned this way.

Schöne Grüße aus Düsseldorf,
Marcus Gesing




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