AbleCommerce Shopping Cart Software

Able sends the customer an email confirmation stating that their order has been placed successfully even when the order is rejected by the credit card verification system. So, if a customer places an order and puts in the incorrect order info, the card is rejected and the customer is redirected to put in their card again. The customer puts in the card again and then the order goes through. Now the customer gets 2 separate order confirmation emails, 1 for the time the card was rejected and another for when the card actually goes through! This is a big problem. It is really confusing for the customer and for me. If a customer puts in a bad card that does not go through, and then decides not to complete the order because their credit card did not work, they still get an order confirmation - but they did not complete an order! Customers should only get an order confirmation email if their order successfully goes through. I do not want them to get ANY email unless their payment has been accepted and processed.

In the least, Able could fix this so that the customer gets an email saying they need to put in a proper email to complete the order. As it is, the customer gets an email saying their order is completed when in reality they did not complete an order. Or, if their order got rejected at first and then they put in correct info to complete the order, the customer gets 2 separate order notification emails. This makes them think that they were double charged for their order. This is an urgent issue for me

Just tested this. It does in fact do that.

I would like to have an email sent that tells then their is an error and the reason behind it.

I would like there to be no emails at all unless the customer successfully makes a payment. There is no reason for an email to be sent to the customer before an order is completed because the shopping cart itself informs the customer that their credit card did not go through properly, and then it redirects them to fix their card / address issue. The customer does not need an email because they already know from the cart: the cart itself informs them of the exact error so they can fix it on the spot

You can change the Email trigger for Customer Order Notification Email template. Currently the trigger for this is Order Placed so just change this to your desired event for example if you want to send the customer alert about the order when payment completed then set the trigger to Order Paid.

I made this change as you said and we are still getting the exact same problem. I made the change to send the email with "order paid."

Make sure you don't have multiple templates configured for the Order Paid/Order Placed triggers.

Yes Joe is right, any other template configured for Order Placed trigger can cause this sort of behavior.

Was this changed in the new version? When we get failed authorizations the customer gets the email confirmation and is not notified it failed. If they log into their account it shows as payment pending and there is no way for them to enter a new payment. This has become a pretty serious issue with us costing us time and money. We have to call them and then manually change info and retry authorization or ad a new payment.

I am wandering if there is something I have set up wrong.

You need to set the Reciept page to HandleFailedPayments="true"

Summary: Display page to show details of an order like order items, shipping address, billing address etc.

Usage: [[ConLib:ReceiptPage AllowAddNote="true" HandleFailedPayments="false"]]

Properties:

AllowAddNote
If true, the customer can add notes to the order. If false, the customer can only see notes added by the merchant.
HandleFailedPayments
If true, the customer is redirected to an order payment page if the payment fails at checkout.