Keep getting the recovered order message

  • Resolved astrologiamb

    (@astrologiamb)


    2 years, 8 months ago

    Hi

    I have noticed that from time to time I get a message stating
    “recovered order id XXXX”, for orders which I have seen they have been processed correctly
    Also from time to time I see that although an order has been processed, cart flows “thinks” it has not been processed and sends an email to the customer asking to finish the purchase, which is quite confusing for them. Last week a customer bought the product twice because of this message

    On the setting for “Exclude emails sendings for” I have only checked the following boxes: Processing – Waiting – Completed-Draft

Viewing 9 replies - 1 through 9 (of 9 total)
  • Plugin Support CartFlows Team

    (@cartflows)

    Hello @astrologiamb,

    Apologies for the delay in response.

    Could you please check the orders for which you are getting order emails “recovered order id XXXX” are showing in the recovered section of the plugin?

    Regarding your second concern, what is the order status of that order when the user successfully placed the order? You need to select the same order status in the “Exclude emails sendings for” option.

    Looking forward to hearing from you.

    Thread Starter astrologiamb

    (@astrologiamb)

    Hi

    My answers

    1) Could you please check the orders for which you are getting order emails “recovered order id XXXX” are showing in the recovered section of the plugin?

    Let me double check

    2)Regarding your second concern, what is the order status of that order when the user successfully placed the order? You need to select the same order status in the “Exclude emails sendings for” option.

    Status is completed, that is why my confusion.

    Plugin Support CartFlows Team

    (@cartflows)

    Hello @astrologiamb,

    Could you please share the order notes of that order whose order status is completed and still receiving the recovery emails?

    Is there any other plugin that works with WooCommerce Orders? If yes, then could you please check by deactivating it?

    Looking forward to hearing from you.

    Thread Starter astrologiamb

    (@astrologiamb)

    Hi
    I want to share a comment I received from wooommerce. Can you confirm that what they are saying is correct?

    Hi Luis,

    Thanks for contacting WooCommerce support!

    I understand you’re seeing New Customer Order – Recovered Order ID: XXXXX, and you’re not sure where this is coming from. I can confirm that WooCommerce and the payment gateways you are using do not have a notification like this.

    These recovered order messages generally come from abandoned cart plugins. They send a message to the customer to come back to your site, and when the customer makes a purchase, it is considered “recovered.”

    Looking at the System Status Report you’ve included, I see you have WooCommerce Cart Abandonment Recovery installed. I would expect that’s where this is coming from!

    Since WooCommerce Cart Abandonment Recovery was not created by us at WooCommerce.com, I’d recommend reaching out to the plugin’s own support team if you have questions about it. While we’re experts on our own products, third party plugins are best supported by their own respective developers. More importantly, I’d rather not give you any incorrect information!

    • This reply was modified 2 years, 8 months ago by Jan Dembowski. Reason: Formatting
    Thread Starter astrologiamb

    (@astrologiamb)

    any updates?

    Plugin Support CartFlows Team

    (@cartflows)

    Hello @astrologiamb,

    The recovered order emails are sent from the cart abandonment plugin.
    Here is the screenshot of the option: https://share.bsf.io/OAu8jzdR

    The orders for which you are receiving the recovered order emails are recovered or listed in the cart abandonment plugin?

    If not then could you please share the screenshots of the order notes to check the issue?

    Looking forward to hearing from you.

    Thread Starter astrologiamb

    (@astrologiamb)

    Hi
    i have uninstalled the plugin to see if i do receive the recovered message and till now I have not received any one.
    I am sharing you the notes for an order which sent me a recovered text message but never appeared on your abandonded cart list

    https://prnt.sc/be1PvySpnXbY

    Thread Starter astrologiamb

    (@astrologiamb)

    hi, any news?
    Since I have disable the plugin I have not received the message

    Plugin Support CartFlows Team

    (@cartflows)

    Hello @astrologiamb,

    For now, you can disable the recovery notification from the plugin settings. So you will not receive recovery email notifications.
    Here is the screenshot of the setting: https://share.bsf.io/OAu8jzdR

    Meanwhile, we will try to replicate same issue at our end and once found will fix it ASAP.

    Your patience is much appreciated.

Viewing 9 replies - 1 through 9 (of 9 total)
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