One multiple email thing sorted.. another?!

Hey there, @itsmefti! Thanks for contacting us. I’m happy to help you.

As I understand you got 5 emails about the same failed order, correct?

Have you had other orders after that? If so, were the emails correct?

Can you please share a screenshot of the order notes? Please remove any sensitive information before sharing it here. I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

Here’s an example of what we need:

https://snipboard.io/ga15Gu.jpg

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Looking forward to your reply.

Have a wonderful day!

Hi, thanks for the reply.

The order notes (very long vertically so text only here – sensitive info removed)

Payment failed: Your card was declined. Order status changed from Pending payment to Failed.

15 August 2024 at 02:33 Delete note

Order status changed from Failed to Pending payment.

15 August 2024 at 02:33 Delete note

Stock hold of 60 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

15 August 2024 at 02:33 Delete note

Payment failed: Your card was declined. Order status changed from Pending payment to Failed.

15 August 2024 at 02:32 Delete note

Order status changed from Failed to Pending payment.

15 August 2024 at 02:32 Delete note

Stock hold of 60 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

15 August 2024 at 02:32 Delete note

Payment failed: Your card was declined. Order status changed from Pending payment to Failed.

15 August 2024 at 02:32 Delete note

Order status changed from Failed to Pending payment.

15 August 2024 at 02:32 Delete note

Stock hold of 60 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

15 August 2024 at 02:32 Delete note

Stock hold of 10 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

15 August 2024 at 02:31 Delete note

Order status changed from Pending payment to Failed.

14 August 2024 at 15:56 Delete note

Order status changed from Failed to Pending payment.

14 August 2024 at 11:39 Delete note

Payment failed: Your card was declined. Order status changed from Pending payment to Failed.

14 August 2024 at 11:11 Delete note

Order status changed from Failed to Pending payment.

14 August 2024 at 11:11 Delete note

Stock hold of 60 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

14 August 2024 at 11:11 Delete note

Payment failed: Your card was declined. Order status changed from Pending payment to Failed.

14 August 2024 at 11:10 Delete note

Order status changed from Failed to Pending payment.

14 August 2024 at 11:10 Delete note

Stock hold of 60 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

14 August 2024 at 11:10 Delete note

Payment failed: Your card was declined. Order status changed from Pending payment to Failed.

14 August 2024 at 11:10 Delete note

Order status changed from Failed to Pending payment.

14 August 2024 at 11:10 Delete note

Stock hold of 60 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

14 August 2024 at 11:10 Delete note

Payment failed: Your card was declined. Order status changed from Pending payment to Failed.

14 August 2024 at 11:10 Delete note

Order status changed from Failed to Pending payment.

14 August 2024 at 11:10 Delete note

Stock hold of 60 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

14 August 2024 at 11:10 Delete note

Stock hold of 10 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

14 August 2024 at 11:09 Delete note

Payment failed: Your card’s security code is incorrect. Order status changed from Pending payment to Failed.

14 August 2024 at 11:09 Delete note

Stripe payment intent created (Payment Intent ID: XXX)

14 August 2024 at 11:09 Delete note

Order status changed from Draft to Pending payment.

14 August 2024 at 11:09 Delete note

Stock hold of 60 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

14 August 2024 at 11:09 Delete note

Stock hold of 10 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

14 August 2024 at 11:08 Delete note

Stock hold of 10 minutes applied to:
– Yves Saint Laurent Y Eau de Toilette 60ml Spray (P374610) × 1

14 August 2024 at 11:06 Delete note

System report:

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I noticed another failed order (card declined) this morning – I got 2 emails.

Look forward to and thanks in advance for your help and support.

Hello itsmefti,

Thank you for you reply.

I have reviewed the log you shared.
This looks like multiple attempts to purchase this product:
Yves Saint Laurent Y Eau de Toilette 60ml Spray

In the first attempt, the customer entered an incorrect security code for the card.
Therefore, payment was declined and the order was canceled.

In the later attempts, the customer’s card is declined possibly because of a security protocol triggered by an incorrect security code error.

You have received five emails because the order was created 5 times and the payment failed all the time.
To confirm, are these transactions from the same customer?
If they are, then I suggest you reach out to the customer and help them contact their card issuer bank to resolve the card problem.

The two new emails you received, do they involve the same customer or the same product?

Looking forward to your response. ??

Best regards.

hi

thanks for your reply .

yes the YSL cologne order with 5 failed emails was one customer.

the other 2 failed order emails were a different customer and different product.

i don’t seem to be receiving multiple emails now.

thanks you for your help and support ??

Hey, @itsmefti!

As my colleague mentioned, it seems the user did try to purchase several times, so it is possible you got several emails because of that.

To test it, can you please switch Stripe to test mode and run a test order with one of the test cards listed here which will be declined so you can see if you get multiple emails for one order?

Please let us know how it goes.

Have a wonderful day!