Multiple Emails confirming same order

TJD1 · ‎12-14-2018

Hi

How do I stop customers from receiving multiple emails confirming their orders? My clients have been receiving 5 emails confirming the same order.

Thanks

Joy

Bernadette3 · ‎12-15-2018

Hi @TJD Do you happen to know when the multiple emails started? Is it for every order or just certain emails?

TJD1 · ‎12-15-2018

Hi Bernadette, The website has been set up for a few weeks and it wasnt doing this when I tested it however yesterday when we had a couple of sales from different people they advised this was happening. They ended up receiving 6 emails of the same thing all spread over a couple of hours.

Adam7 · ‎12-16-2018

That's pretty strange; I haven't heard of this happening before. Could you submit a ticket to our Customer Success team and include the order numbers and customer email addresses that this happened to? Our engineers can take a look to see why that may be happening and will need that info to look up the data.

http://hc.weebly.com/hc/en-us/requests/new

LindaC1 · ‎10-30-2020

EXACTLY the same thing has been happening to my customers since April 2020 and I have been trying to get tech support to fix it for 7 months. I have a case number, I've sent numerous emails, DMs, live chats, so has my website developer, I just had live chat now with Weebly who said they can't give me any update and 'someone will contact me by email' (unspecified person, unspecified date). It went to Advanced Support in August and nothing happened. Meanwhile my customers send me emails scared they are being charged multiple times, and at the very least they feel spammed. How can I run my business with confidence? And how can my clients feel confident? And how can Weebly be charging monthly fees and leaving bugs unresolved for 7 months and counting? Can anyone help?

Bernadette3 · ‎10-31-2020

Escalated support requests are the highest level they can go. Sometimes bugs can take longer to resolve if the teams are not able to easily replicate the issue, or if it is only being reported by one or few people. This thread you are commenting on is 2 years old, and the original issue is most likely not the same that you are experiencing, unfortunately.

LindaC1 · ‎11-01-2020

Thanks for the answer but surely they CAN replicate the issue very easily by ordering items from my store (using free coupons I give them or running tests) and then they will see exactly what the issue is first hand. I'm sure a techie can fix. Otherwise what's the answer? Buy in a techie myself to do a workaround? Or change web platform?

Bernadette3 · ‎11-02-2020

I'm sorry for the frustration. Hopefully someone will be able to update you soon on whether or not this is something the team can resolve. The rep assigned to the case will update the support ticket as soon as they have more information from the engineers.

LindaC1 · ‎11-05-2020

Hello Bernadette, further to my other posts and your reply, my website designer has been emailing Weebly for one week about escalated support ticket 51914566 and Weebly are not answering. The issue was first brought to your attention with a ticket number 3rd APRIL 2020!

Someone called Taylor responded on 2nd Nov but then has not responded again despite all information given so they can recreate the issue. (issue = multiple order confirmation emails)

I am being copied into all outgoing emails (by my website designer) and I was forwarded the few, random Weebly replies by her also.

Please can you look into it and ask your support team to answer the emails and update on the situation.

2 emails sent from designer on 2nd Nov escalated support ticket 51914566

1 email sent from designer 4th Nov escalated support ticket 51914566

All details and info given so Weebly can recreate the issue of multiple order confirmation emails. NO REPLIES FROM WEEBLY

At this point I am thinking to stop paying for my not fit for purpose ecommerce site and shift companies - you are the worst platform I have ever known, it's a travesty.