[Skip to main content](#vessel-content) # Email to customer when failed/cancelled order ## - **[Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile")** - [![Ans van Tongeren's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") Topic Author - [ Offline](/forum/user/58478-ans-van-tongeren) Less More - Posts: 58 - Thank you received: 8 - - 2 years 3 weeks ago - 2 years 3 weeks ago [\#363925](#363925) by [Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") *[Email to customer when failed/cancelled order](/forum/27-checkout/908760-email-to-customer-when-failed-cancelled-order#363925 "-- url of the page with the problem -- : mitz.westerbos.nl/ -- HikaShop version -- : 5.1.1 -- Joomla version -- : 5.1.4 -- PHP version -- : 8.2.24 -- Browser(s) name and version -- : Chrome 129.0.6668.91 Hi, I've got some issues, I hope you can help me with this. The shop is still in testing mode but needs to go live this week. * When an order has status cancelled or failed, I would like to have that where "Thank you for your order..." is, in the mail to the customer. Right now only the link below "Nu betalen/Pay now" states this is not a completed order. Where and/or how can I adjust this please? * When checking out as Guest, no address is needed. Is there a way to disable this? * The 'Created order' mail is also send to the customer. Where can I disable this? Thanks for your help and time! Regards, Ans Edit reason: added question regarding created order to customer.")* was created by *[Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile")* -- url of the page with the problem -- : [ mitz.westerbos.nl/](https://mitz.westerbos.nl/) -- HikaShop version -- : 5.1.1 -- Joomla version -- : 5.1.4 -- PHP version -- : 8.2.24 -- Browser(s) name and version -- : Chrome 129.0.6668.91 Hi, I've got some issues, I hope you can help me with this. The shop is still in testing mode but needs to go live this week. 1. When an order has status cancelled or failed, I would like to have that where "Thank you for your order..." is, in the mail to the customer. Right now only the link below "Nu betalen/Pay now" states this is not a completed order. Where and/or how can I adjust this please? 2. When checking out as Guest, no address is needed. Is there a way to disable this? 3. The 'Created order' mail is also send to the customer. Where can I disable this? Thanks for your help and time! Regards, Ans Edit reason: added question regarding created order to customer. - [ ![Schermafbeelding2024-10-16om11.35.01.png](/forum/attachment/59897) ](/forum/attachment/59897 "...om11.35.01.png") [ ](/forum/attachment/59897?download=1 "...om11.35.01.png") Last edit: 2 years 3 weeks ago by [Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile"). Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0LzkwODc2MC1lbWFpbC10by1jdXN0b21lci13aGVuLWZhaWxlZC1jYW5jZWxsZWQtb3JkZXI/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86358 - Thank you received: 14290 - - 2 years 3 weeks ago [\#363930](#363930) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Email to customer when failed/cancelled order](/forum/27-checkout/908760-email-to-customer-when-failed-cancelled-order#363930 "-- url of the page with the problem -- : mitz.westerbos.nl/ -- HikaShop version -- : 5.1.1 -- Joomla version -- : 5.1.4 -- PHP version -- : 8.2.24 -- Browser(s) name and version -- : Chrome 129.0.6668.91 Hi, I've got some issues, I hope you can help me with this. The shop is still in testing mode but needs to go live this week. * When an order has status cancelled or failed, I would like to have that where "Thank you for your order..." is, in the mail to the customer. Right now only the link below "Nu betalen/Pay now" states this is not a completed order. Where and/or how can I adjust this please? * When checking out as Guest, no address is needed. Is there a way to disable this? * The 'Created order' mail is also send to the customer. Where can I disable this? Thanks for your help and time! Regards, Ans Edit reason: added question regarding created order to customer.")* Hi, 1. You can edit the emails via the menu System>Emails. The pay now link is added to the {VAR:ORDER_SUMMARY} tag. So you can move it near the top in the email's HTML area. 2. You can configure your custom address fields via the menu Display>Custom fields. There, you can change their "access level" so that guest users don't have to fill them. If no custom address fields are available, the checkout will skip the address. 3. In the menu System>Emails, you can unpublished the emails you don't want to be sent. The following user(s) said Thank You: [Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0LzkwODc2MC1lbWFpbC10by1jdXN0b21lci13aGVuLWZhaWxlZC1jYW5jZWxsZWQtb3JkZXI/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile")** - [![Ans van Tongeren's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") Topic Author - [ Offline](/forum/user/58478-ans-van-tongeren) Less More - Posts: 58 - Thank you received: 8 - - 2 years 2 weeks ago - 2 years 2 weeks ago [\#364067](#364067) by [Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") Replied by *[Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile")* on topic *[Email to customer when failed/cancelled order](/forum/27-checkout/908760-email-to-customer-when-failed-cancelled-order#364067 "-- url of the page with the problem -- : mitz.westerbos.nl/ -- HikaShop version -- : 5.1.1 -- Joomla version -- : 5.1.4 -- PHP version -- : 8.2.24 -- Browser(s) name and version -- : Chrome 129.0.6668.91 Hi, I've got some issues, I hope you can help me with this. The shop is still in testing mode but needs to go live this week. * When an order has status cancelled or failed, I would like to have that where "Thank you for your order..." is, in the mail to the customer. Right now only the link below "Nu betalen/Pay now" states this is not a completed order. Where and/or how can I adjust this please? * When checking out as Guest, no address is needed. Is there a way to disable this? * The 'Created order' mail is also send to the customer. Where can I disable this? Thanks for your help and time! Regards, Ans Edit reason: added question regarding created order to customer.")* Hi Nicolas, Thank you very much for the push into the right direction. It looks so much better now, thanks a lot! Of course I've got another question... ![;-)](/media/kunena/emoticons/24.png ";-)") When in the shopping cart, the check-out is being divided into 3 steps: - Shopping cart, pushing the 'Next' button for the second step - Login, mail/address and so on, and the 'Next' button - Paying When hitting the Next button in step 2 [after filling in the name/address], the screen scrolls downwards, which is very confusing for the customer. All information regarding paying/delivery is now pushed above the view. Please see attached examples. Is there a way to prevent the login screen to scroll upwards? Thank you very much again for your help and time...! Regards, Ans Edit: the website is live now, so you can skip the *mitz.* part in the URL... - [ ![wb-1.png](/forum/attachment/59926) ](/forum/attachment/59926 "wb-1.png") [ ](/forum/attachment/59926?download=1 "wb-1.png") - [ ![wb-2.png](/forum/attachment/59927) ](/forum/attachment/59927 "wb-2.png") [ ](/forum/attachment/59927?download=1 "wb-2.png") - [ ![wb-3.png](/forum/attachment/59928) ](/forum/attachment/59928 "wb-3.png") [ ](/forum/attachment/59928?download=1 "wb-3.png") Last edit: 2 years 2 weeks ago by [Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile"). Reason: Adding information regarding the URL. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0LzkwODc2MC1lbWFpbC10by1jdXN0b21lci13aGVuLWZhaWxlZC1jYW5jZWxsZWQtb3JkZXI/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[Philip](/forum/user/34318-philip "View Philip's Profile")** - [![Philip's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar34318_2015-11-18-2.png)](/forum/user/34318-philip "View Philip's Profile") - [ Offline](/forum/user/34318-philip) Less More - Posts: 4820 - Thank you received: 652 - - 2 years 2 weeks ago [\#364070](#364070) by [Philip](/forum/user/34318-philip "View Philip's Profile") Replied by *[Philip](/forum/user/34318-philip "View Philip's Profile")* on topic *[Email to customer when failed/cancelled order](/forum/27-checkout/908760-email-to-customer-when-failed-cancelled-order#364070 "-- url of the page with the problem -- : mitz.westerbos.nl/ -- HikaShop version -- : 5.1.1 -- Joomla version -- : 5.1.4 -- PHP version -- : 8.2.24 -- Browser(s) name and version -- : Chrome 129.0.6668.91 Hi, I've got some issues, I hope you can help me with this. The shop is still in testing mode but needs to go live this week. * When an order has status cancelled or failed, I would like to have that where "Thank you for your order..." is, in the mail to the customer. Right now only the link below "Nu betalen/Pay now" states this is not a completed order. Where and/or how can I adjust this please? * When checking out as Guest, no address is needed. Is there a way to disable this? * The 'Created order' mail is also send to the customer. Where can I disable this? Thanks for your help and time! Regards, Ans Edit reason: added question regarding created order to customer.")* Hello, Really sorry, but we aren't sure to understand your issue. We've run several test commands to try to understand what you're talking about, but we haven't noticed anything particularly strange. Can you elaborate more your issue, a step by step process to reproduce, more description of the issue, or even maybe a video if it's relevant. Regards The following user(s) said Thank You: [Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0LzkwODc2MC1lbWFpbC10by1jdXN0b21lci13aGVuLWZhaWxlZC1jYW5jZWxsZWQtb3JkZXI/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile")** - [![Ans van Tongeren's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") Topic Author - [ Offline](/forum/user/58478-ans-van-tongeren) Less More - Posts: 58 - Thank you received: 8 - - 1 year 11 months ago [\#364407](#364407) by [Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") Replied by *[Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile")* on topic *[Email to customer when failed/cancelled order](/forum/27-checkout/908760-email-to-customer-when-failed-cancelled-order#364407 "-- url of the page with the problem -- : mitz.westerbos.nl/ -- HikaShop version -- : 5.1.1 -- Joomla version -- : 5.1.4 -- PHP version -- : 8.2.24 -- Browser(s) name and version -- : Chrome 129.0.6668.91 Hi, I've got some issues, I hope you can help me with this. The shop is still in testing mode but needs to go live this week. * When an order has status cancelled or failed, I would like to have that where "Thank you for your order..." is, in the mail to the customer. Right now only the link below "Nu betalen/Pay now" states this is not a completed order. Where and/or how can I adjust this please? * When checking out as Guest, no address is needed. Is there a way to disable this? * The 'Created order' mail is also send to the customer. Where can I disable this? Thanks for your help and time! Regards, Ans Edit reason: added question regarding created order to customer.")* Hello Philip, Thank you for your reply. I've let this rest for a while, just to see how customers react at the live environment. I haven't heard any comment, so it seems I'm the only one being bothered with this. If in the near future something changes, I will definitely will come back to you. So sorry for bothering you with this... Regards, Ans Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0LzkwODc2MC1lbWFpbC10by1jdXN0b21lci13aGVuLWZhaWxlZC1jYW5jZWxsZWQtb3JkZXI/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png?1793428657)](/forum/user/63-nicolas "View nicolas's Profile") - [ Away](/forum/user/63-nicolas) Less More - Posts: 86358 - Thank you received: 14290 - - 1 year 11 months ago [\#364409](#364409) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Email to customer when failed/cancelled order](/forum/27-checkout/908760-email-to-customer-when-failed-cancelled-order#364409 "-- url of the page with the problem -- : mitz.westerbos.nl/ -- HikaShop version -- : 5.1.1 -- Joomla version -- : 5.1.4 -- PHP version -- : 8.2.24 -- Browser(s) name and version -- : Chrome 129.0.6668.91 Hi, I've got some issues, I hope you can help me with this. The shop is still in testing mode but needs to go live this week. * When an order has status cancelled or failed, I would like to have that where "Thank you for your order..." is, in the mail to the customer. Right now only the link below "Nu betalen/Pay now" states this is not a completed order. Where and/or how can I adjust this please? * When checking out as Guest, no address is needed. Is there a way to disable this? * The 'Created order' mail is also send to the customer. Where can I disable this? Thanks for your help and time! Regards, Ans Edit reason: added question regarding created order to customer.")* Hi, What you can do is to turn off the "Show submit button" setting of the "Login" view in your Checkout workflow. This way, the first "next" button will be removed, and the user will have to click on the one at the end. Another solution would be to move the payment/shipping/fields on a step between the login/address and the last step. The following user(s) said Thank You: [Ans van Tongeren](/forum/user/58478-ans-van-tongeren "View Ans van Tongeren's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzI3LWNoZWNrb3V0LzkwODc2MC1lbWFpbC10by1jdXN0b21lci13aGVuLWZhaWxlZC1jYW5jZWxsZWQtb3JkZXI/dG1wbD1tYXJrZG93bg==) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. Board Categories HikaShop Install & Update Product & Category Display Content Creation Sales and Orders Orders management Reports & Statistics Customers Checkout Payment Methods Shipping Methods Import & Export (CSV, XLS…) Specific Features Affilation Taxes Wishlist Vote Carousel & Slider Mass Actions Filters & Search Discount & Coupon Feature Request Integrations Showcase General Talk about HikaShop Development HikaShop 3.0 Beta Translation Commercial Jobs HikaShop Components HikaMarket Market: Feature requests Market: How to? 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