Orders are recovered and done at the same time

Hello @webhk,

Thank you for reaching out to us.

It should not be happening actually.

If the order status is on hold, then the order should be in abanded & when an order is in completed or in processing, then the cart will be in the recovered state.

Can you please provide us more details about this issue by opening a support ticket here.

Thank You!

If the order status is on hold, then the order should be in abanded &

Yes so this is the reason. I have mixed feelings about that, because for example in my country still popular is traditional bank transfer, so order are on hold and they paid. It is around 30% of all orders in my case, so statistic about recovered cart are a little unreliable in my case.

“is on hold, then the order should be in abanded”

In my case it not work, because in my country people pay by bank transfer, this all of them getting email that their order was not completed. I just want to send it who really abandoned it.

Regards

Hello @webhk,

We can understand your problem as your customer still getting an email when order status is “On hold” & completed from their perspective.

We will look into it and will try if we can disable future emails for “On hold” status.

Thank You!

thanks!

I’ve studied the issue again.

Best solution will be to exclude sending follow-up email for status “on hold” for certain email level. This setting can be set here: https://prnt.sc/q8myti

Here I explain why: In our case (and not only our but also many other sellers) most people pay via Bank Transfer. Thus, these orders are “on-hold”. So we don’t want to confuse these customers sending them e-mail about tech or payments problems. But as we noticed not all of them pay (in our case paid orders are around 75%), so we still want to send follow-ups emails for these 25% customers, who never pay. So solution can be not to send to them 1st email after 30 minutes, but send others after 2 and 3 days. In the same time we want to send 1st email to everyone who have abandoned cart without any status.

Why do you think about my suggestions?

Regards

Hello @webhk,

We appreciate your interest in our plugin.

Providing options for exclude order status is a good idea. We will definitely look into it.

Thank you for your suggestion!