Hi

One of my clients is reporting that they sometimes get up to 4 duplicates of order at your store emails at various times (usually the same day) after the original one. I am inclined to suspect that it is a hosting company issue but I'm wondering if anyone else has encountered this. The hosting company is 1&1 Ionos.

Thanks
Eric

Hi Eric
It could also be because the customer is refreshing the thanks page. Normally this doesn't happen because there is code that ensures emails are only sent for the first time the user arrives at that page. But if you let me know what payment provider the customer is using then I'll check everything is ok.

Vince

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Hi Vince

He is using a custom payment provider called Cardstream. I'm happy to provide access to the control panel or files if you need it.

Eric

Hi Eric
Ok, that may explain it and it sounds like this custom payment provider isn't taking into account if an email has already been sent or not. Then when a customer refreshes the thanks page the mail gets sent again.

Vince

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Thanks Vince

How can I verify this and rectify if necessary?

Eric

Hi Eric
for verification you could try a test order and then refresh the thanks page a couple of times to see if you get an email each time. For rectification, who set the custom payment processor up? Could you get in touch with them?

Vince

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