thread Re: Customers receiving two confirmation emails for each order in Archived Discussions (Read Only)

Customers receiving two confirmation emails for each order

cable2001 — Sat, 14 Dec 2019 00:20:25 GMT

Starting yesterday customers are receiving two conformation email notifications for each order they place. It happened to me and I thought it was just a glitch but then I got a complaint from another customer saying that he got two and was worried he accidentally ordered twice. I checked the store and only one order went through.

Mine, for example, said "Order confirmation from Cleveland Bonsai Club" and then 4 minutes later I got "Your order with Cleveland Bonsai Club is confirmed".

Any idea why? I do note that this new item is a pickup item whereas previous items have been electronically delivered memberships. Not sure if relevant.

Re: Customers receiving two confirmation emails for each order

isabelle — Mon, 16 Dec 2019 21:41:03 GMT

Hey @cable2001.

Thanks for posting in the Seller Community.

I wonder if they are receiving one receipt/transaction notification, and then another one for the actual Online Store Order.

Do you have a setting on where you have to "confirm" or "accept" the orders? How similar are these email notifications?

Let me know so I can look into this further.

Re: Customers receiving two confirmation emails for each order

cable2001 — Wed, 18 Dec 2019 01:33:49 GMT

I don't know. I'm having trouble finding the notification settings.

Attached are the messages I received. At first I thought one was letting me know there was an order as an admin and the other was acknowledging my order as a customer but then I got the other guy saying he got two. Maybe it was a glitch?

Re: Customers receiving two confirmation emails for each order

isabelle — Wed, 18 Dec 2019 01:42:49 GMT

Hey @cable2001.

Thanks for replying. You can check your order acceptance settings here.

Let me know if this happens again so we can look into this further.

Re: Customers receiving two confirmation emails for each order

cable2001 — Wed, 18 Dec 2019 10:52:40 GMT

Ok, there we go. This kept erroring out when I tried to respond last night.

I checked and the "Automatically Accept All Incoming Orders" is turned on if that's what you mean. I don't know where to manage notifications. I'm thinking it is probably set to send a notification when the order is placed and then another when the order is accepted/acknowledged.

Re: Customers receiving two confirmation emails for each order

JustinC — Thu, 19 Dec 2019 21:20:39 GMT

Hey @cable2001 ! Justin here 🤗

Yikes - this definitely sounds strange. When Automatically Accept All Incoming Orders is enabled, your customers should see a confirmation email when their order is placed and one when it's available for pick up.

Looking at the screenshot you provided, it looks like you received two confirmation emails. This is definitely worth calling into our Support Team about - they'll be able to look on the back end of your account settings to pin point what's going on.

Let me know how it goes! squ.re/contact