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 Email confirmation sent multiple times
Author « Topic »  

Midas
Starting Member

Canada
29 Posts

Pre-sales questions only
(More Details...)

Posted - 04/02/2021 :  18:38:37  
I am using asp version 7.12 and each time a user places an order and go back in their browser another email order confirmation is sent, sometimes many times. Please help.

dbdave
ECT Moderator

USA
9761 Posts

Posted - 04/03/2021 :  07:05:09  
Hi, this post is best suited for the .asp technical forum and may not get seen in this forum because it's for discussion of 3rd party mods.
However, I will take a stab at it... When you say "go back in their browser" can you explain more about the steps to recreate the issue?
Also please let us know what payment provider this is using...

Thanks,
David

quadrant
Ecommerce Template Guru

United Kingdom
1036 Posts

Posted - 04/03/2021 :  08:26:35  
Hi,

We see this a lot with customers who use PayPal Express and Standard when they keep thanks.php open in their browser.
Each time they open it another email gets fired off.

It doesn't bother us to much as we go by admin rather than emails to check new orders but when the customer keeps getting order confirmation emails it doesn't look very good so it would be good if something could be done to prevent this.

Regards,
David

Midas
Starting Member

Canada
29 Posts

Pre-sales questions only
(More Details...)

Posted - 04/05/2021 :  06:39:46  
It happens when the user hits the back button on their browser which takes them back to the previous page as Quadrant has described.

Midas
Starting Member

Canada
29 Posts

Pre-sales questions only
(More Details...)

Posted - 04/05/2021 :  06:42:29  
I suspect that is the case with the thanks page being refreshed rather than going back in their browser page.

dbdave
ECT Moderator

USA
9761 Posts

Posted - 04/05/2021 :  07:38:33  
Way back in 5.9.2 there was a fix for that https://www.ecommercetemplates.com/support/topic.asp?TOPIC_ID=72349

Midas, are you able to reproduce this yourself?
Do you have any mods on the site?

Thanks,
David

Midas
Starting Member

Canada
29 Posts

Pre-sales questions only
(More Details...)

Posted - 04/05/2021 :  09:29:44  
I can duplicate the problem by refreshing the thanks.asp page. The site has many mods and only uses the ECT checkout button.

dbdave
ECT Moderator

USA
9761 Posts

Posted - 04/05/2021 :  12:57:37  
What payment provider(s) is this with?

David

Midas
Starting Member

Canada
29 Posts

Pre-sales questions only
(More Details...)

Posted - 04/05/2021 :  16:13:06  
It does it with credit card payments and I suspect Paypal but I am unable to test for Paypal.

dbdave
ECT Moderator

USA
9761 Posts

Posted - 04/05/2021 :  18:43:12  
What processor for the credit cards?
I am hoping to setup a test to see if I can duplicate the issue.

David

Midas
Starting Member

Canada
29 Posts

Pre-sales questions only
(More Details...)

Posted - 04/06/2021 :  09:22:49  
Moneris is the processor for all credit cards.

dbdave
ECT Moderator

USA
9761 Posts

Posted - 04/07/2021 :  08:50:25  
Hi Midas, I think this would only happen at the time of purchase.
How often is this happening?
It seems odd that a customer would keep refreshing the thanks page over and over....

Thanks,
David

Midas
Starting Member

Canada
29 Posts

Pre-sales questions only
(More Details...)

Posted - 04/07/2021 :  09:38:19  
It only happens at the time of purchase perhaps 10% of the time. There is no explaining the odd behaviour of customers.

dbdave
ECT Moderator

USA
9761 Posts

Posted - 04/07/2021 :  10:37:47  
10% Does seem like quite a bit...
There must be some reason customers are refreshing the page.
I wonder if there is some content there missing or leading the customers to think they are missing something, causing them to refresh the page.
I mean I have over 170,000 orders in my store and if 17,000 of those were people refreshing the the thanks page, I guess I would want to deal with that too.

But, here is the thing, there are no regular reports of this, so I would say it's a bit rare.
Can you think of anything in your checkout flow that might lead customers to refresh that page, repeatedly?

Thanks,
David

Midas
Starting Member

Canada
29 Posts

Pre-sales questions only
(More Details...)

Posted - 04/07/2021 :  11:33:04  
Thank you for your help in this matter Dave. I have slightly changed the format of the thanks.asp page and I will let you know if it has made any difference.

dbdave
ECT Moderator

USA
9761 Posts

Posted - 04/07/2021 :  11:42:02  
Sure Midas, no worries.

If the problem persists, please make a post in the .asp technical forum and we will see if Vince can take a look.
https://www.ecommercetemplates.com/support/forum.asp?FORUM_ID=3

Regards,
David
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