cart abandoned even though user made a purchase

  • Resolved andvsb

    (@andvsb)


    1 year, 7 months ago

    Hi, I have a problem: sometimes users who make a purchase stay in the recoverable orders tab instead of going to the recovered orders tab. When this happens in the order notes it does not show “This order was abandoned & subsequently recovered.”
    How to solve this problem?
    Thank you

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Support Shravan Bhaskaravajjula

    (@bhshravankumar)

    Hello @andvsb,

    Is the order marked as complete on the WooCommerce orders page or it has any other status?

    Have you excluded sending emails for the completed order status? You can find this option on your plugin settings page.

    Looking forward to hearing from you.

    Hi,

    I’ve noticed the same thing for some time.

    This concerns both “completed” and “in progress” purchases (physical products), while sending email are indeed excluded for these order statuses…

    Customers receive an email telling them that they have not finalized their order… although it is finalized…

    • This reply was modified 1 year, 7 months ago by gilles24.
    Thread Starter andvsb

    (@andvsb)

    Hi

    Is the order marked as complete on the WooCommerce orders page or it has any other status?

    Completed

    Have you excluded sending emails for the completed order status?

    Yes i did but the problem is still here.

    Thanks

    Plugin Support Shravan Bhaskaravajjula

    (@bhshravankumar)

    Hello @andvsb @gilles24 ,

    Please allow me some time, I will discuss this scenario wit our developers and update you our findings.

    Best,

    HI,

    It appears in fact that the follow-up email is not necessarily sent (even if it happened…).

    But on the other hand, it is very common for recovered baskets to remain in the recoverable baskets when the sale has been finalized…

    Best

    Plugin Support Shravan Bhaskaravajjula

    (@bhshravankumar)

    Hello @andvsb / @gilles24,

    This scenario should not happen actually.

    • Please share what payment gateway you are using, I will try the same on my end to see if the same happing.
    • Please confirm/test if the same happening with the Bank transfer payment gateway ( please check this scenario on your staging website ).

    Looking forward to hearing from you.

    Hi,

    We agree: this scenario should not happen!
    But it happens.
    Yesterday again, this time with an email sent… Cart abandoned at 7 p.m., sale at 7:01 p.m…. and email sent 1 hour later…
    I use PayPal (Payment Plugins for PayPal WooCommerce) and Stripe (Payment Plugins for Stripe WooCommerce).
    I deactivated your plugin. And I have other things to do than create a staging site just to test this, knowing that it usually works… but not always… It’s up to you to test for hours with all imaginable scenarios…

    Regards.

    Plugin Support Shravan Bhaskaravajjula

    (@bhshravankumar)

    Hello @gilles24,

    I have tested on my test website but I am unable to replicate this scenario, everything works fine. I will try to replicate the scenario and if I am able to replicate the scenario, I will forward it to our developers.

Viewing 8 replies - 1 through 8 (of 8 total)
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