Customer receiving PAID confirmation

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   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 Members Profile Find Members Posts Newbie Joined: 01 November 2009 Location: Oxfordshire Status: Offline Points: 24	Post Options Post Reply Quote RowanEng Report Post Thanks(0) Quote Reply Topic: Customer receiving PAID confirmation 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.

RowanEng Members Profile Find Members Posts Newbie Joined: 01 November 2009 Location: Oxfordshire Status: Offline Points: 24	Post Options Post Reply Quote RowanEng Report Post Thanks(0) Quote Reply 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.

Support Members Profile Find Members Posts RomanCart Team Joined: 16 March 2004 Location: United Kingdom Status: Offline Points: 10794	Post Options Post Reply Quote Support Report Post Thanks(0) Quote Reply 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

RowanEng Members Profile Find Members Posts Newbie Joined: 01 November 2009 Location: Oxfordshire Status: Offline Points: 24	Post Options Post Reply Quote RowanEng Report Post Thanks(0) Quote Reply Posted: 12 January 2022 at 1:16pm
	Thanks for the reply. I'll check / make the necessary change to the template used. Dave.