Cancellation email

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12 years 4 months ago #57593

When customer decides to click on the "Cancel and return to {website url}" on the Paypal page before completing any payment, I realize there is no cancellation email sent out for both seller and buyer.
I notice there is an Order Cancel email in System/Emails, but it seems like it is not related to the case above.

Is there anyway to send out cancellation email when customer clicks on that link ?

Cause once the website is directed to Paypal summary page, the Order_administrator_notification email is sent to the seller and Order_creation_notification is sent to the buyer. It would be nice if both receive a cancellation emails when buyer clicks on the links and decides not to continue with the payment/order.

Many thanks,

Shanwell

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12 years 4 months ago #57683

No, that's not how you should handle that.
When an order is created, it doesn't mean that it has been paid. The order is considered as paid when the system receives the payment notification from PayPal. At that time, the order status becomes confirmed, and the user gets a confirmation email and you get a payment notification.
So that's why there is no email sent when the order is cancelled. Since the payment has not been made, you can just ignore created orders.

The "order cancel" email is for when you allow users to ask for their order cancellation via their order listing so that you, as the shop owner, get notified that a client wants a refund.

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10 years 9 months ago #142896

Hello,
Is it still the same ?
Could we at least informe the modification/failure to the administrator ?
Thanks,
Best regards

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10 years 9 months ago #142936

Hi,

The "order cancel" email is still the same.
The administrator is still notified by the payment plugin and if there is a real failure, the plugins send emails to say that there was an error. But if a customer just click on cancel, there is no real failure.

Regards,

Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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10 years 9 months ago #142946

Hello Jerome,
OK great thanks for the update ;)
Have a good week-end.
Best regards

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9 years 6 months ago #202525

Hello,

We are using "HikaShop Essential" version and would like to know if a user placed an order and later if he cancel the order then will he get cancellation email (like order email) saying that his order is cancelled? And if there is a way to customize cancellation order email message?

Thank you for your feedback on above.

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9 years 6 months ago #202530

Hi,

Yes he will indeed get a cancellation email, this email can be edited via the menu System > Emails, the email in question is the "Order status notification" the one used for all the status (but the created one) so you can edit it by adding rules for the "cancelled" status.

ps: the edition of emails is available in the Business edition of HikaShop, else you can still edit them via FTP but be careful when updating the changes will be lost.

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9 years 6 months ago #202640

Hello,

Thank you for your reply. We will be interested to see a demo before we can upgrade our version from Essential to Business edition for this feature. Can you please me know link to a demo or some screen shot as how message in Cancellation Email is managed. Will appreciate more information as customer really wants user to get Cancellation mail this is because of the following reasons:
1. In cancellation email he would like to ask for reason for cancellation and offer additional 5% discount on product with a coupon code.
2. He is saying like all other ecommerce system it is professional to notify user about order cancellation through email and for the record.

Appreciate your quick reply and more information as requested above.

Thank you
Khuzema B
(iClass Solutions)

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9 years 6 months ago #202650

Hi,

Xavier is wrong.
When the user cancels his order, he doesn't get any cancellation email.
The admin gets an email notifying him of the cancellation.
We supposed that the customer didn't need to receive a cancellation email at that point since he did the cancellation himself and thus doesn't need to be notified about that.
It would require a custom plugin to send such email.

I would actually recommend another solution:
Use our integration with AcyMailing in order to create an auto filter in AcyMailing so that when orders are cancelled, such email is sent. The integration also supports the generating of a custom coupon code to be inserted in the email specifically for the customer receiving the email. And for the reason for cancellation, you can always add a link to a form made with a joomla form extension.
For more information on how to exactly setup auto filters in AcyMailing to achieve that, I would recommend to contact the support of AcyMailing.

PS: Please don't post your questions to both our contact form and our forum.

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