"Delivery" confirmation emails

[Ali00001]

For some reason when I have clicked on shipped the system has been sending some customers 5 "delivery" confirmation emails! Which means I have had to send them another to apologise. It is confusing enough that the email they get says "delivery" confirmation instead of "dispatch" confirmation - leading some to believe that it has been generated by tracking software and that they should have received their order that day.
Anyone else having this problem?

[BRAD_UK]

Yeah I sometimes get 2 or 3 invoices / delivery notes sent.

Best regards

Bradley Jones
The Baseball and Softball Shop
http://www.baseballandsoftball.co.uk

[Ratty]

Yes
My customers get 3 or 4 delivery confirmations, which leads some of them to believe they are getting multiple parcels

[Bruce]

I am running this past the Express team for you, will update as soon as I hear from them.

Kind regards,

[Bruce]

Hi All,

Does this happen with every shipped email?

Looking at the log's the mails are only sent by Express once so the issue could be down to the mailserver at your ISP. We would need to place a test order and ship it to be able to get some detailed info that can be passed onto your ISP.

Can we with your permission place and ship a test order? Please do let me know and I will let development know that they can proceed with a test.

Kind regards,

[Ali00001]

Hi Bruce,
No it only happens with some customers, probably one in 4 or 5 get multiple emails.

As it is happening with at least three of us it is surely unlikely to be our ISPs?

Anyway, it is fine to place test orders on our site. Try just "buying" the FREE DELIVERY" product at the bottom on my home page. You can select pay by cheque to avoid complication.

[Bruce]

Thanks for the permission to test. I will keep you posted on what we find. Like I mentioned in the post above, our servers are showing the mail being sent only once.

Kind regards,

[Ali00001]

Shipped 6 orders today. The system sent 4 emails to one customer and 2 to all the rest.

Also, interestingly I ordered something from another Actinic website this weekend and got 2 identical confirmation emails!

[Bruce]

Hi All,

I need some more information to be able to get to the bottom of this....

can we get the email addresses that you have had problems with?
Which Actinic store did you buy from? Another Express store or an Actinic Catalog store?

Please mail me these details at bksupport / at / actinic / co / uk

Kind regards,

[Ali00001]

Hi Bruce,

I have finally got round to emailing you!

[Bruce]

I have passed the information to the team.

Kind regards,

[Bruce]

Ali00001 , Ratty & BRAD_UK,

We have a scenario that we would like to check with you guys...

After processing orders and marking them as shipped, do you hit the 'Refresh' button?

It appears that hitting the 'Refresh' button refreshes the page and resends the
email as it is reloading the page that just sent it. This would show in the logs as just another email being sent and working fine.

Please do let me know if this is what you are doing.

Kind regards,

[Ratty]

Thanks for looking into this Bruce

No i dont refresh.
I'm using Opera

regards

[Ali00001]

I don't think I have ever done that.

Is it possible that marking several orders "shipped" one after the other could be doing the same thing as hitting refresh?

[Bruce]

Sorry for the delay in getting back to you on this. Development have been informed that you are both not using the scenario I mentioned and I am awaiting to hear if they have been able to get the same to happen by doing what you are.

I have asked for an update and will let you know as soon as I do.

Kind regards,

[Ali00001]

Hi Bruce,

Hitting the Back button from the page that says "Email notification sent" resends duplicate delivery confirmation emails to all the people we have marked as shipped within that session of marking things shipped (if that makes sense). We have just tested this and it happened every time. Refresh didn't seem to cause the problem (not today anyway!)

Duplicate emails also are sent when you mark another order as shipped from the order processing page when the green "Email notification sent" bar is still at the top.

I guess we need to escape that page by going to "Manage Store" and "Process orders" and then mark the next order shipped??

Hope all this makes sense - can't string a sentence together due to lack of sleep!! (The joys of motherhood!)

[Bruce]

Ali,

Development have been able to replicate the issue you describe above and are looking into it. I will keep you updated.

Kind regards,

[Bruce]

Hi All,

We are still looking at this issue. It seems that 90% of the issues with regards to duplicate emails are caused by using the browser back button. Can you refrain from doing that please and use the menu navigation to go about the order processing.

Kind regards,