Order Completed Mails sending multiple times

  • Resolved UD_Daniel

    (@ud_daniel)


    6 years, 3 months ago

    I have built a custom shop for https://www.beautyhills.de, the project works good on most instances – but there is a serious issue regarding order completion emails. Sometimes, they get sent normally after the order status has been set to “complete”, but sometimes the customer receives this Email multiple time – this varies from 5 to 50 Emails (until the Email Log I installe says “Mail quote reached”).

    The PHP Error log is not showing anything suspicious on the time of the order status change, all I could find was a discrepancy between Email Times and the Order status log – for today′s example, the emails started going out at 07:50 while the Shop tells me the order has been set to “complete” on 08:01 – is it possible that this is causede by server load / lag / something in this direction?

    The Customer tends to use the Order overview and then just change status for multiple orders to complete – can this be a reason for the issue to happen?

    Status Log:

    [removed by moderator]

    • This topic was modified 6 years, 3 months ago by Steven Stern (sterndata).
    • This topic was modified 6 years, 3 months ago by James Huff. Reason: log removed by moderator

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there,

    You’re right that this kind of problem is often caused by caching – thanks for ruling that out already.

    It can also be caused by problems with payment gateways, where the payment gateway incorrectly updates the order status – that triggers the emails multiple times.

    I see you’re using a few different payment gateways, such as PayPal and Amazon Pay. Can you see if the orders with multiple emails are being paid for using a specific gateway?

    Thread Starter UD_Daniel

    (@ud_daniel)

    Hi Hannah,

    thanks for the Feedback. I have watched this as well but seems to be not mattering by payment gateway.

    By now I seem to have found a trace:
    WP HTML Mail Support confirmed to me that they had this issue in a previous version (3.8.0, now 3.8.2 and officially should be fixed I think). As by their description, the issue only happened when an order was changed from the Order overview by using the bulk update – which I can confirm so far (disabled that for the customer 3 days ago, no issues since then).

    Currently I am trying to have them check my installation for conflicts with their plugins or if they have missed something in the last fix.

    Besides that – I mean in case the trace is wrong and their tool is actually fixed – I am unfortunately still in the dark about the source of the issue

    Plugin Support Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there,

    Let’s wait on the work from WP HTML Mail support, as it would make sense that the problem would lie in that area of the process. If you’re still having trouble after that, please do let us know – you’ll likely need to create a new thread, as threads get buried quickly here.

    Thread Starter UD_Daniel

    (@ud_daniel)

    Hi Hannah,

    it has be confirmed to me by the WP HTML Mail developers and is fixed by the latest patch now.

    Can you please delete the status report from my original post for security reasons?

    Thanks alot for your help!

    Plugin Support Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there,

    Thanks for following up and letting us know!

    There isn’t anything sensitive in that system status log, but I’ve gone ahead and pinged the forum moderators on Making WordPress Slack to remove it.

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