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Customer receiving PAID confirmation

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RowanEng View Drop Down
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    Posted: 12 January 2022 at 8:28am
Hello Roman Cart,

Some of our customers who place orders on our website are receiving PAID confirmation e-mails from the cart but cart is listing their order as DECLINED.

Obviously we're not dispatching DECLINED orders but a few days later the customer is asking for dispatch confirmation because they thought their order completed ok.

Something occassionally gets out of sync between them making the card payment and the payment gateway authorising/ declining the card payment.
Paypal payments are ok.

Cart number 47559
Eg order number RC25317463


Any help greatly appreciated.
Thanks,
Dave.
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RowanEng View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote RowanEng Quote  Post ReplyReply Direct Link To This Post Posted: 12 January 2022 at 10:10am
To clarify the confirmation sent to the customer email reads "Thank you, payment for your order has been accepted."
But the cart is showing the order payment as declined.
Thanks, Dave.
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Support Quote  Post ReplyReply Direct Link To This Post Posted: 12 January 2022 at 10:23am
Hi,

'configure'/'payment methods'
Click on the 'configure' icon for the payment method.

Check the email template selected for 'declined'

The system default email is for paid orders only.

Many Thanks
Support
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RowanEng View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote RowanEng Quote  Post ReplyReply Direct Link To This Post Posted: 12 January 2022 at 1:16pm
Thanks for the reply.
I'll check / make the necessary change to the template used.

Dave.
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