woocommerce is sending Additional Payment Confirmed email on IPG checkout

  • Resolved oliver

    (@sithijadineth)


    6 months, 3 weeks ago

    Hi there,

    I’m running into an issue with our WooCommerce store where customers are getting an additional “Payment Confirmed” email after checking out through our payment gateway. This email is sent to the user additional to the New Order email that is sent by the woocommerce.

    I’ve double-checked everything:

    • Deactivated all plugins except WooCommerce and the payment gateway, but the issue still happens.
    • Checked with the payment gateway developers, and they confirmed the email isn’t coming from their plugin.
    • Looked through WooCommerce email settings, but there’s no option to turn off this “Payment Confirmed” email.
    • This topic was modified 6 months, 3 weeks ago by oliver.
    • This topic was modified 6 months, 3 weeks ago by oliver.
Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello sithijadineth,

    Thank you for contacting Woo support.

    I understand you are facing an issue where your customers are getting two “Payment Confirmed” emails.

    I appreciate the steps you have taken to troubleshoot.
    Did you also get two emails when you placed an order?

    Could you share a screenshot of both emails?
    Please make sure the email sender details are visible in the screenshot.

    Looking forward to your response. ??

    Best regards.

    Thread Starter oliver

    (@sithijadineth)

    Hi Zahid,

    Yes, I am also getting the 2 emails when placed an order through an IPG. This doesn’t happen when checking out using Cash on Delivery (COD). With COD, only the WooCommerce automated “Processing Order” email is sent.

    Here are the 2 emails received when checkout using an IPG.

    Woocommerce default processing order email: https://drive.google.com/file/d/1_tin-1_30WNMJbXNoSDHeVUbU5rjzjzs/view?usp=sharing

    Unknown Payment Confirmation email : https://drive.google.com/file/d/1HKOsYL7VghB0JfczRpvzXkE_KmpHlKy7/view?usp=sharing

    I need to stop this unknown payment confirmation email from being sent and ensure that only the default WooCommerce processing order email is delivered when an order is placed using the IPG.

    I’ve confirmed with both the IPG developers and the theme developers that this payment confirmation email is not triggered by the IPG or the theme.

    Hey, @sithijadineth!

    Thanks for the information.

    Yes, I am also getting the 2 emails when placed an order through an IPG. This doesn’t happen when checking out using Cash on Delivery (COD). With COD, only the WooCommerce automated “Processing Order” email is sent.

    If you are not able to replicate the issue with COD and it only happens when you use an IPG, it indicates that the issue is not with WooCommerce, but with the payment gateway.

    Which payment gateway are you using? Have you tried others to see if the issue persists?
    If you tried with other options, can you share which ones so we can run tests on our end?

    I ran test orders on my website now with Stripe and the only email the customer gets is this one.

    I was also not able to find on my website a template for this email.

    Can you please go to WooCommerce > Settings > Email and click on the email templates there to see which one matches the second email?
    When you find it, please share a screenshot of the template with us.

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter oliver

    (@sithijadineth)

    I added the stripe in test mode and now the issue is not there. seems like the issue is with the IPG even thought the IPG developers claims the emails is not send the IPG.

    Thanks for the help.

    • This reply was modified 6 months, 3 weeks ago by oliver.
    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @sithijadineth

    I’m glad we were able to help! Should you have further inquiries, kindly create a new topic here.

    Meanwhile, if it isn’t too much to ask for – would you mind leaving us a review here?

    It only takes a couple of minutes but helps us tremendously. It would mean so much to us and would go a really long way.

    Thanks!

Viewing 5 replies - 1 through 5 (of 5 total)
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