Multiple email is sent to customer while using stripe gateway

Hey there!

What are the emails that are sent? Is this the WooCommerce new order email? Something else?

yes, the new order emails,
there are always 2 emails sent:
email title: New order #xxxxxxx (to site admins)
and
email title: Invoice for order #xxxxxx (to customers)

these 2 emails are sent every time.

I would recommend first checking if it’s an issue with WooCommerce creating these emails, or if the issue is with your server sending them.

A good way to do that is to install a third-party email log plugin such as this one:
https://www.ads-software.com/plugins/email-log/

Install and activate that plugin and then when this happens next, check that plugins logs. Do the emails appear multiple times in that log? if not the issue is not with WooCommerce or WordPress. In that case the issue would be between your server sending the email and the customer receiving it.

If your mail server is experiencing issues, it may duplicate the message. Additionally if a customer’s email provider is having issue or their mailbox is full, there can sometimes be duplicate issues.

Try this first and let us know what you see.

Please also include a copy of your sites System Status Report in your next reply. You can get this by going to WooCommerce > Status

Hey there!

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Hi, i did reply with email please check the below content:

we did have all the email logs because we’re using WP SMTP pro, and all the logs showing that all emails are sent from Woocommerce (or plugins) because it does have all the email logs sending to the same customer multiple times.
which exactly matches the email sent from out Gmail server.

and there is our status report:

`
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Thank you for that.

I would recommend first trying to disable the “WP Mail SMTP Pro” plugin and place a test order. That way you can rule out that plugin as an issue.

If that doesn’t help, you’ll want to do a full conflict test. We have a guide on how to test for conflicts here:
https://docs.woocommerce.com/document/woocommerce-self-service-guide/#section-4

During the conflict testing, you’ll want to use the default Twenty Twenty theme and have only the WooCommerce plugin active.

We are pretty sure SP mail smtp pro is not an issue here, as all the other emails are correctly generated and sent, with no duplication at all. And all the paypal, bank transfer payment types have no issue mentioned too. Only stripe gateway sometimes triggers multiple email sending after an already made order. Is this a first issue regarding stripe gateway?

Hey @dsychung

Can I ask a few things here:

* Can you install WP Mail Log – this will show if WooCommerce is requesting the email to be sent multiple times.
* Can you replicate this, and if so can you replicate this with only WooCommerce and Stripe active?
* Are there any order notes duplicated?
* Is the email content the same across each of these duplicates?

Thanks,

Yes

* Yes, WP mail log is active – it is triggered multiple times and each duplicated sending logs show in the wp mail log as well.
* No, we don’t know when it’ll happen, most of the time is correct(1 email to 1 user after new order)
* there are no order notes in these orders, the orders looks exactly the same as a normal order, everything untouched, only the email is sending multiple times
* yes, email contents exactly the same, some are sent within a secound, some send 3-4 mails within a minute, some couple of hours later. all with same content, very wierd

Hey @dsychung

Thanks for detailing that for me – For one of the problem orders where this has happened, if you replicate the order from the front-end (product and address) – does the same thing happen?

Do you have any plugin active that could be triggering this repeated email? Any fatal error logs for the same time as these orders?

I appreciate the frustration you must be feeling about this and I’d love to help out more but being able to replicate this is the best way of understanding what is causing it.

Thanks,

Hi we’ve tried a couple of times, and the order and the email sent was correct(no multiple email sent), as mentioned, it happens maybe 1 time after a day or few weeks.
The most recent incident is about 5 days ago with another stripe payment on 4 products purchase. (we normally have more than 10 to 20 orders a day)The new order email sent 8 times to the same customer within 1.5mins time. SMTP and email all have correct logs. however this customer is a random customer and dont know why it happened.

We’ve tried a few method to replicate the issue and no use. it’s really frustrating.
and the only pattern we see here is that they all use stripe as payment.

Any idea?

Hey @dsychung

I can appreciate how frustrating this is for you, as it is frustrating being unable to provide any good next steps.

Being able to replicate the issue is the first step in our troubleshooting process so as we’re not able to do that, we’re not able to find a cause.

If you look at the orders, is there a trend that it is every 20th order or similar? If you enable the debug logs in the Stripe settings, is anything logged via the logs that may highlight this: WP Admin > WooCommerce > Status > Logs

Is it the same product that is ordered for orders this happens to?

Thanks,

Hi @dsychung – Any luck with the request above?

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.