order not complete email

Support
Can you please provide a way to link the RC Order number to the email that is sent to customers,I did ask for this when the new "Order not complete email" was introduced but feel that there is a need for this.

As it stands at the moment the customer does not know what order the email refers to. We have just had a customer who did not complete an order and then within a few mins did complete a second order so the not completed first order generated the not complete email but with no order reference number on the email he became confused and sent us the following email "COMMENT = please could you identify the issue that as arisen with the order that was have made??"

We get a large number of not complete orders, sometimes up to ten in a row from the same customer prior to them giving payment details - I am sure a RC Order number on each would help to either reduce this or at least let the potential customer know that they refer to different order attempts.

One last thought - the not complete orders, could they be generated by the customer selection a payment option and then when they are on the bank payment pages they decide to press back for whatever reason to return to the checkout and then to make the payment they reselect the payment option thus generating a new RC order number. If this is so is there anything you can do to stop a new RC Order number from being generated?
Red

Hi Red,

Whilst I agree this is a problem, do you really think that customers who aren't clever enough to realise they've had 2 attempts, 1 of which failed, will actually be able to relate the order number to the failed attempt? Especially as they don't actually get an order number from Romancart until they've been successful. Surely they're more likely to contact you asking why they've got 2 different order numbers

That seems a good solution.

Agreed, good solution. What's the time delay between an incomplete order and the email being sent? Is there an opportunity for the customer to try again, say 30 mins later, and still get a failure email? If this is sorted, we might start using this feature.

Hi Red,

Thanks, might be time to look at using this instead of manually sending failure emails by changing the order status, which is what we've always done.