Duplicate emails to customers in woocommerce purchase orders

Hi there @all3ss,

Thanks for reaching out.

I understand you’re having an issue with duplicate order emails getting sent to your customers.

Could you please confirm if you’re using any email plugins in your store? Also, was this working correctly before or is this a new store?

Hello @ckadenge

Thank you for your attention and feedback.

This is a new store that I’m starting, and before launching I would like to make all the functionalities ok. I’m now using mailpoet, but I installed it to see if I could solve the problem, so the problem comes before that.

I ended up installing smtp mail, to check the problems, I couldn’t solve it, I saw that woocomerce sends the 2 emails. I noticed that in one of the emails the payment invoice is repeated.

I looked for the email option in case the billing plugin would be duplicating the email, but it does not have the option to activate or deactivate email.

Hi @all3ss

Thank you for reaching back, with further details on this.

Duplicate emails to customers in woocommerce purchase orders

Could you please provide us with screenshots, so that we can see what you are describing?

If you don’t already have a screenshot service installed, https://snipboard.io is a good option — for uploading it there, and sharing the link here afterward.
There is also a walkthrough guide here: https://en.support.wordpress.com/make-a-screenshot/

Additionally, did you already have a chance to install the?WP Mail Logging Plugin?or check the?Email FAQ page, or otherwise? If so, what does the mail logging plugin report?

We look forward to your response. In the meantime, please let us know if you have any further questions or concerns.

Hello @anastas10s
Thank you for your attention and for getting in touch to help me.

I already checked the email FAQ page.

Below are prints of the mail logging.

See I placed a test order for a product. he the same email twice. In the first email sent, it even duplicates a billing qr code, and in the second sent it is correct in its body.

If you need more details, let me know so we can resolve this issue.

Thank you very much for your attention and help.

Hi @all3ss,

Thanks for the additional details. This could be related to your payment gateway plugin firing the email twice. Can you try placing a test order with one of the Core Payment options, please?

If only an email is fired, then it’s safe to assume the problem lies with your current payment gateway. Can you tell us which one you’re using and which plugin it is?

Additionally, are your WordPress, WooCommerce and any related payment gateway plugins up to date?

Thanks!
-OP

Hello @omarfpg

I thank you for your attention and availability.

I did what you say, I used the payment method via credit card, with the test credentials provided by the payment gateway, and yes, there was no duplicate email.

I always have all plugins updated for security reasons in accordance with WordPress guidelines.

The payment gateway I use is called Mercado Pago.

Do you have any idea how I could be solving this?

Hello ?? @all3ss,

It’s great to hear that you’ve followed the recommended steps and could not replicate the issue, thus acknowledging that the issue is caused by your payment gateway – Mercado.

As this is a third-party plugin, I recommend reaching out to their support team and describing the issue faced, as they’re better placed to troubleshooting this further.

I hope this helps.

Hello @ckadenge

Really, I’m glad we found out where the problem is coming from. It’s a little sad, because I don’t know if the plugin team will treat this issue with as much attention as you do.
I thank you for the attention and support you gave me.

Hello @all3ss,

Thank you for your kind words and I hope a solution is found soon.

I will mark this thread as resolved. Should you have further inquiries, kindly create a new topic here.

Thanks!

Hello everything is fine? So, I contacted the payment gateway, where they informed me that it was not an error with their plugin, but something else. As you welcomed me, I would like if you could help me find where this error comes from. I’ll paste some parts of the conversation >

The pix (qr code) should follow the same logic, that is, use a template from your settings, as our plugin does not manage this behavior. It is as if the store was applying a specific template for the pix method, which uses a date tag followed by “It was carried out successfully”. This comes from somewhere, but it doesn’t come from the plugin. This is what woocommerce support should help you with, because if there is any duplication it is in this template, which for some reason does not appear in the list of templates: https://teste.royalprisma.com.br/wp-admin/admin.php ?page=wc-settings&tab=email Just to clarify, the duplicate behavior is in the email and not in the checkout flow, so the template is not changing the pix or influencing the payment flow, it is just processing the shipment twice. Even though Mercado Pago is responsible for generating the QRCode, if you place two tags of information in a template, this information will be duplicated. You can test this by modifying the subject of the print above by placing the tag {site_title} twice. I understand that the objective is to know where this template used by the pix is ??coming from and why it is not in its configuration list, but only the credit card one. Please verify this behavior with Woocommerce support, as our team is unable to reproduce this behavior and we have no history of this incident with other users. Yours sincerely.

What we are saying is that the title that is sent by email, for when the payment method is pix, is different to when it is credit card and we cannot find where it is coming from, as this title is not in your templates. Where have you changed? Unfortunately we were unable to reproduce the behavior and therefore were unable to inform you of the cause. Yours sincerely.

Can anyone help me in any way? I already changed the theme, and the problem continues. Grateful for the attention

Hi there @all3ss

What we are saying is that the title that is sent by email, for when the payment method is pix, is different to when it is credit card and we cannot find where it is coming from, as this title is not in your templates. Where have you changed?

This sounds related to a payment method named pix, which is not part of the core WooCommerce payments options, I’m afraid.

Feel free to reach out to its support channel, as they would be in a better position to assist you.

I trust that points you in the right direction, but if you have more questions, let us know.

We’re happy to help.