When a client completes an order using the new Authorize.net payment system and there is an issue, the order still completes, but the files are not released so the order sits in the que. An email notification would inform us that there was an issue so we could contact the client.
I want to make sure that everyone knows about the pending order approval notification and reminder settings on B2B sites. Site > Settings > Email notification tab.
We will be adding a similar setting in the future for pending orders needing payment for both B2B and B2C sites.
Also, linking this item: https://aleyant.ideas.aha.io/ideas/PRESSERO-I-644
I've moved this item to planning phase.
What we are planning:
If an order is in pending and waiting for payment show an alert at the top of the site for the end user with a link to the pending orders list.
When a payment fails on an order send an email to the end user asking them to make a payment with a link directly to the order
When a payment fails on an order send an email to the admin user notifying them what payment failed and by whom.
This would add two new email notifications to the admin area that will have the same functionality/customization as current email notifications.
Please provide feedback on if the above will be a viable solution for your storefronts.
Thank you!
This is a pretty significant issue that we are facing, there needs to be a way for customers to know that the payment is still needed without having to jump through multiple hoops in order to see the payment history. OR having failed/incomplete orders go to a separate status. Having a notice on the order page that payment was not received so that approvers and customers can see that payment was not received.
Additional support received for general payment reminder option via Support Ticket 391-2C934D2A-0B01...
"We're running into pretty significant issues with the pending orders. Our team does not see them until they are converted into orders, and customers are often unaware that there is action needed on their end to push it through. I've brought this up with support and looked through the notifications, but I don't believe there is an email notification that reminds users that they need to complete payment or that something is pending their action. Please correct me if I am wrong, but this feels like a major oversight as customers get frustrated thinking that their orders are taking forever because of us. Is there a way to set something like this up?
This should also be a notification if they are set up to pay after an approval process. We've had issues with orders getting rejected and having to refund customers just to submit the order again with the corrections. We are using PayPal, and we lose money with the refund fees. I would imagine it acting much like the open cart and saved for later emails where it will recur until there is nothing pending payment. Ideally, it would tie directly to the pending order and allow them to click a link to take them to the pending page where they can pay right then and there.
My clients dont know where thier orders when when they bail on the credit card pop up. They start over and create new templates. This is only one of the problems with this pending feature. I dont want the orders to be received in any ways if they are not first paid for!
Most users don't even know their order exists after a failed card session. I think we need a payment reminder email or some automated way to let them know the order is sitting there waiting for payment. Ultimately, I agee with Jim Riddles, why is a credit card payment method creating an order without a payment?
That was my submission
On Thu, Nov 7, 2019 at 10:47 AM Aleyant Systems LLC (Trent Foreman) <
4f31cdfe8656abf939d84cb9-aleyantsoftware@iad-prod2.mailer.aha.io> wrote:
>
Ideally, what I would like to have is for the order to only be "completed" upon successful payment notification from the external payment site. Otherwise, it should sit in the cart.
That would solve the problem of it appearing in the order queue.
yes ! we use paypal and it does this