Staff replied EasyStore

EasyStore - Customer Sent Order Confirmation on Failed Checkout

Asked by Brad Thompson 1 month ago Last activity 1 month ago

I have an EasyStore client who's customer recieved a order confirmation who backed out of the Stripe checkout.

The cusotmer is under the impression the order went through and was very confused.

In the system the order was there as "Unpaid."

How do we stop this from happening and creating confusion and bad customer experience?

Fw: Your Order Confirmation - Order ##7
Thank You for Your Order!

Dear Customer,

We've received your order and are thrilled to confirm your recent purchase. Your order details are below:

3 replies

Atick Eashrak Shuvo Staff

1 month ago

Hello,

We apologize for the inconvenience and the confusion this may have caused.

Currently, as a workaround, we recommend adjusting the EasyStore email notification settings as follows:

Disable the “New Order Notification for Admin” email from the EasyStore email settings.
Enable the “Payment Received – Order Successfully Placed” email.

With this configuration, the customer will not receive an order confirmation email immediately when the order is created. Instead, the confirmation email will only be sent after the payment has been successfully completed.

This should prevent customers from receiving a confirmation email for orders that remain unpaid due to an abandoned or cancelled Stripe checkout.

Thank you for your understanding.

Brad Thompson Asked this

1 month ago

Did you mean to disable

New Order Notification for Customer

Why the admin? We don't want the customer to get an email until the payment is successful.

Atick Eashrak Shuvo Staff

1 month ago

Hello,

Apologies for the confusion in our previous response. You are correct—the setting we referred to was for the admin notification, rather than the customer notification.

For the customer, please make the following changes in EasyStore → Settings → Emails:

Disable “New Order Notification for Customer”.
Enable “Payment Success”.

With these settings, the customer will not receive an email simply when an order is created. Instead, they will receive the order confirmation email only after the payment has been successfully completed.

This should prevent customers from receiving confirmation emails for orders that remain unpaid when they abandon or cancel the Stripe checkout.

Thank you for pointing this out, and we apologize again for the confusion.