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Luvs Fashion
Luvs Fashion
User

Order Confirmation Before Payment Received  en

Author: Luvs Fashion
Visited 160, Followers 1, Shared 0  

Hi Incomedia, there is an ongoing complaint about the order confirmation and order number being generated before payment is received. In 2018, most customers are accustomed to entering their billing/shipping name adress, then their payment info, and finally the receive an order confirmation on the webpage and then via email. 

To date, Website X5 takes the customers billing name & address

- generates an order number and says the order has been sent on the checkout page

- similtaneously sends the customer an order summary email (with default text listing the order amount & payment method), thus confusing the customer

- the need to make a payment wether by credit card or whatever remains on the checkout page (eventhough the order email has been sent and the order number is generated)

- When using PayPal Payments Pro, iIf there's an error with the credit card payment info, the customer is sent to the error page created by the website. But if the customer tries to return to the previous page which is the checkout page, the cart is empty.

I purchased this software primarily for the all-in-one product catalog, cart, order management functions (ie. ecommerce capabilities). I am almost ready to launch my site and I just discovered this major flaw. 

Has there been a solution to this problem? Will you be changing the checkout flow during the next update? 

Posted on the
8 ANSWERS
JJ. JUAG
JJ. JUAG
User

I hope that this US request, which is very wrong for us, is not realized (or at least only as an additional choice), since order and payment are clearly two different steps and depending on the payment method may not and may not be linked (for example: Delivery on account or pick up with Cash and Carry).

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Posted on the from JJ. JUAG
Luvs Fashion
Luvs Fashion
User
Author

My post clearly indicated that I'm not referring to the "Pay Later" scenario of which you're mentioning. The majority of ecommerce websites worldwide generate an order after the payment is received. Myself and the various viewers of posts reporting this same issue agree.

I do realize that this forum is open to all users for feedback, but this post is directed to Incomedia, and I would like to know what (if any) solutions are being created to address this issue. Of course any useful suggestions to navigate around this flaw are welcomed. 

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Posted on the from Luvs Fashion
Giuseppe Guida
Giuseppe Guida
User

Hello Luvs Fashion. The email that sends the e-commerce created with Website X5 is a simple summary of the order made by the customer but it is not a confirmation of the payment of the order. The payment confirmation is sent to you by PayPal with a special e-mail after the customer has paid his order. To avoid confusion in the customer who placed the order without having paid yet, you should change the text of the order summary mail that arrives to the customer (you can do it from the e-commerce settings) and writing something like this:


"Dear Customer,
Thank you for the order placed, below you can see the order summary.
Below you can also find the list of products ordered, billing data and payment chosen.
The order is being processed, as soon as we receive notification of the payment, we will process the order.
If you HAVE NOT YET PROVIDED to pay the order you can do it by following the instructions below. Otherwise, do not take these instructions into consideration.

We remain at your disposal for further information."

It is a temporary solution valid in the expectation that Incomedia improve the purchasing procedure as you have explained.

Best regards

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Posted on the from Giuseppe Guida
Giuseppe Guida
Giuseppe Guida
User

P.S.

Where I wrote "If you HAVE NOT YET PROVIDED to pay the order you can do it by following the instructions below." these instructionsare generated automatically by Website X5 based on the payment method chosen by the customer during the order (example: if the customer chooses PayPal as a payment method, then he will see below, in the order summary email that arrives from e-commerce, the PayPal button with which he can pay the order if he has not paid yet. Otherwise he will not have to take these instructions and that PayPal button into consideration, is specified in the email).

I hope I was helpful

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Posted on the from Giuseppe Guida
Luvs Fashion
Luvs Fashion
User
Author

Thank you Giuseppe for this information it was helpful smile  I'm using PayPal Pro which allows businesses to take credit card payments on their websites without the button that PayPal Express uses (which directs the customer to a PayPal hosted webpage for payment).

Question: In the confirmation email, if there is no button to link to a payment page, how could a customer go back to my website and process an order using their order number?

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Posted on the from Luvs Fashion
Luvs Fashion
Luvs Fashion
User
Author

I answered my own question. For those using PayPal Pro, the invoice email (order confirmation) will have an underlined linked (instead of the PayPal button) that reads "Pay Now". 

What I learned from the link Wsx5.afsoftware.fr provided above, this software's ecommerce component does "invoicing" which is only useful in Pay Later scenarios such as COD or net-30 payments. This is not what I expected.

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Posted on the from Luvs Fashion
Incomedia
Stefano G.
Incomedia

Hi Luvs.

As explained by the other users too and by Giuseppe in particular, the email that sends the e-commerce created with Website X5 is a simple summary of the order made by the customer but it is not a confirmation of the payment of the order.

You are thus free to customize the email's text in order to deliver the information about it at best to your customer.

I can confirm that the software will NOT take care of invoicing. If you wish to create invoices for your orders, the software will simply provide alle the data gathered by the user, but cannot be used to generate any actual invoice.

As you also correctly mentioned, in case the user decides not to pay immediately for its order, a Pay Later button will be available in the summary email.

Let me know if I can provide any further explanation on this

Thank you

Stefano

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Posted on the from Stefano G.