Recovered (or completed) orders not being marked as won

  • Resolved awcode

    (@awcode)


    4 years, 7 months ago

    Having problems where orders which are successfully completed are remaining in the abandoned orders list and sending recovery emails. This is confusing customers who are being asked if they want to complete an order they already completed.

    Not entirely clear whether a) the customer loaded the same cart twice in separate sessions or b) the order is simply not updating the abandoned cart.

    What I would like to ensure happens is that when an order is received, all abandoned carts sharing the same email (regardless of session id) are marked as won.

    Is this the way things currently work?
    If not, could it be added to the plugin?
    Or if can’t be supported, could you advise what hooks/database fields could achieve this so I could look at building into custom actions myself?

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support CartFlows Team

    (@cartflows)

    Hello @awcode,

    Thank you for reaching out to us.

    Plugin marks the abandoned order as recovered order when the order status is ‘Processing’ or ‘Completed’. Once the order marked as recovered plugin stop sending the emails to customers.

    For other order status is continue to send emails. Can you please check what is the status of such orders?

    If the user loaded the same cart twice in separate sessions then plugin checked for the products purchased by the user. IF the same product is purchased by the user within 30 days then the plugin does not capture the data.

    Also can you please check if the same product is abandoned in the cart?

    Looking forward to hearing from you.

    Thread Starter awcode

    (@awcode)

    Hi,

    This is possibly partly due to the status, but unless this is configurable this makes the plugin unusable.

    Regarding status, I can confirm that one current order was showing abandoned despite having received an order, with that order currently being on hold.
    We have many orders arrive as on hold due to payment via bank transfer, but we need these to be counted as recovered straight away. Once the order is inside woocommerce we chase that up manually and do not need automated cart abandonment emails to go out.

    Regarding separate duplicate orders, the product matching requirement again doesn’t fit our operating mode since customers regularly add and change products, 99% of orders have multiple items.
    We would regard any received order from same email as recovered and so should clear any outstanding abandoned carts.

    Both these matters are confusing and annoying our customers to the point that I have had to disable emails rending this plugin virtually useless.
    If the 2 points could be made configurable options would be great, otherwise I could implement our end if you could point towards and suitable actions/hooks.

    Plugin Support CartFlows Team

    (@cartflows)

    Hello @awcode,

    Sorry for the inconvenience.

    Now, we have added an option in the plugin where you can select the order status for which you do not want to send the recovery emails.

    Currently, this feature is under the testing phase. We will release this feature soon.

    Regarding your second concern, we will look into it and will make the changes accordingly.

    Let us know if you have any questions.

    Dear CartFlow Team,

    We have the same problem with Woocommerce Pre-orders plugin. The orders are marked as preordered and the abandoned carts plugin will mark these orders as abandoned.The problem with that is that customers who confirmed a preorder will get an email with a discount code later. Causing the customer to ask for the discount a few days later.
    Thank you

    Plugin Support CartFlows Team

    (@cartflows)

    Hello @vivify,

    Thank you for reaching out to us.

    Can you please give us more details about how pre-order is placed on your site?

    We haven’t added any support for the Woocommerce Pre-orders plugin so the users left the checkout page will receive the recovery emails.

    Looking forward to hearing from you.

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