Payment failed but Customer recieved order confirmation
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Hi! We had a weird problem with a customer today. She made an order and the payment did not go through. The order status is cancelled in our dashboard as it should be. Despite that, the customer got the order confirmation email and she didn’t get it just once, she got it 30 times! What’s even weirder, we have a plugin called Email Log installed which tracks all outgoing emails so we can see when problems occur, and her confirmation email doesn’t show up even once in the sent list. With other orders that worked they do appear in the list. Do you have any idea what could have happened here?
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Hi @evmapa
I understand that the customer received order confirmation email 30 times although the order was not successful (payment not completed), and those emails did not get logged in the Email Log plugin.
As for the behavior of the Email Log plugin, it would be best to get in touch with their team at https://www.ads-software.com/support/plugin/email-log/ , as they would be more familiar with the plugin than we are. While we’re experts on our own products, third-party plugins are best supported by their own developers.
The customer getting the false confirmation email 30 times is weird and could be under the influence of some interfering tool (plugin) present on the site. In order for us to get a better idea of your setup, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.
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