[Skip to main content](#vessel-content) # Customer Confirmation and Order Created Emails ## - **[jmbgreen](/forum/user/24500-jmbgreen "View jmbgreen's Profile")** - [![jmbgreen's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/24500-jmbgreen "View jmbgreen's Profile") Topic Author - [ Offline](/forum/user/24500-jmbgreen) Less More - Posts: 82 - Thank you received: 1 - - - 11 years 9 months ago - 11 years 8 months ago [\#187234](#187234) by [jmbgreen](/forum/user/24500-jmbgreen "View jmbgreen's Profile") *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#187234 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* was created by *[jmbgreen](/forum/user/24500-jmbgreen "View jmbgreen's Profile")* -- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks Last edit: 11 years 8 months ago by [jmbgreen](/forum/user/24500-jmbgreen "View jmbgreen's Profile"). Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[lousyfool](/forum/user/28604-lousyfool "View lousyfool's Profile")** - [![lousyfool's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar28604.jpg)](/forum/user/28604-lousyfool "View lousyfool's Profile") - [ Offline](/forum/user/28604-lousyfool) Less More - Posts: 2143 - Thank you received: 747 - - [](http://www.inphase.one) - 11 years 9 months ago [\#187240](#187240) by [lousyfool](/forum/user/28604-lousyfool "View lousyfool's Profile") Replied by *[lousyfool](/forum/user/28604-lousyfool "View lousyfool's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#187240 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Please look up this thread from two and a half days ago: [ www.hikashop.com/forum/install-update/87...oose-paypalpage.html](http://www.hikashop.com/forum/install-update/874305-order-stays-in-shop-if-customers-cloose-paypalpage.html) --- Need help with customisations of layouts, style or other site development? [ PM me!](/component/uddeim/?task=new) (Don't forget to turn on [ "E-mail notification of new messages"](/component/uddeim/?task=settings)) Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[lousyfool](/forum/user/28604-lousyfool "View lousyfool's Profile")** - [![lousyfool's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar28604.jpg)](/forum/user/28604-lousyfool "View lousyfool's Profile") - [ Offline](/forum/user/28604-lousyfool) Less More - Posts: 2143 - Thank you received: 747 - - [](http://www.inphase.one) - 11 years 9 months ago - 11 years 9 months ago [\#187241](#187241) by [lousyfool](/forum/user/28604-lousyfool "View lousyfool's Profile") Replied by *[lousyfool](/forum/user/28604-lousyfool "View lousyfool's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#187241 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* (Mysterious double posting... deleted.) --- Need help with customisations of layouts, style or other site development? [ PM me!](/component/uddeim/?task=new) (Don't forget to turn on [ "E-mail notification of new messages"](/component/uddeim/?task=settings)) Last edit: 11 years 9 months ago by [lousyfool](/forum/user/28604-lousyfool "View lousyfool's Profile"). Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[Jerome](/forum/user/80-jerome "View Jerome's Profile")** - [![Jerome's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar80.png)](/forum/user/80-jerome "View Jerome's Profile") - [ Offline](/forum/user/80-jerome) - HikaShop core developer Less More - Posts: 26394 - Thank you received: 4078 - - [](http://obsi.dev) - 11 years 9 months ago [\#187242](#187242) by [Jerome](/forum/user/80-jerome "View Jerome's Profile") Replied by *[Jerome](/forum/user/80-jerome "View Jerome's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#187242 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Hi, Thanks again lousyfool I'll complete with some other details. The paypal plugin require an existing order to perform the payment (an order number and some other elements). So what I can recommend you is to : (two different solutions) 1/ To put some custom code in the "order_creation_notification" preload email ; thanks to that you can cancel the email when the payment method is paypal. 2/ To use the solution explained in the other thread gave by lousyfool ; unpublishing the "order_creation_notification" email and change the "offline" payment to send a confirmation email (and you can also use a different order status like "pending"). Regards, --- Jerome - Obsidev.com HikaMarket & HikaSerial developer / HikaShop core dev team. The following user(s) said Thank You: [jmbgreen](/forum/user/24500-jmbgreen "View jmbgreen's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")** - [![ijsbaanleuven's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar34667.png)](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") - [ Offline](/forum/user/34667-ijsbaanleuven) Less More - Posts: 72 - Thank you received: 2 - - - [](http://www.ijsbaanleuven.be) - 11 years 4 months ago [\#203771](#203771) by [ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") Replied by *[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#203771 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Hi all, We too would like to be able to do the following : 1) Only send order email to the customer upon "confirmed" status, or 2) Send email to customer upon "cancelled" status We only have one (SIPS 2.0) paymend method. So, the customer should only get the confirmation email after payment, or should get an email that his/her order was cancelled after not completing the payment method. Also the admin should only get the emails after confirmation of the order, now we get a lot of emails we don't need. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) 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)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86293 - Thank you received: 14271 - - 11 years 4 months ago [\#203775](#203775) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#203775 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Hi, Simply disable the "order creation notification" and "order admin notification" emails and you'll receive only the emails after the order is confirmed. For the cancellation, the customer we'll get an email if you activate the user notification when you change the status, so that should not be a problem. The following user(s) said Thank You: [ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")** - [![ijsbaanleuven's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar34667.png)](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") - [ Offline](/forum/user/34667-ijsbaanleuven) Less More - Posts: 72 - Thank you received: 2 - - - [](http://www.ijsbaanleuven.be) - 11 years 4 months ago [\#203841](#203841) by [ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") Replied by *[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#203841 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Nicolas, Thanks for your reply. Since my posting, I've done a test. At the moment, I (as admin) and the customer are not receiving any confirmation emails ? Does the customer get an email if the order status is changed automicaly because of not finishing the payment proces (SIPS2.0) ? As far as my test have been, they do not seem to get an email. *Off topic* Upon failure of payment, I get an email (as admin) : "Hello, A Atos Sips notification was received with the status Declined. The order status was not changed Unknow response from Atos Sips /Atos Sips authorisation Id : This notification was for the order ..." But, then the status of the order is changed to cancelled, but no emails are sent. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) 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)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86293 - Thank you received: 14271 - - 11 years 4 months ago [\#203850](#203850) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#203850 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Hi, When the order is cancelled automatically by the payment plugin for a payment notification, no notification is sent to the customer. It's only sent to the admin. You would have to add the line: $history->notified = 1; before the line: $this->modifyOrder($order_id, $this->payment_params->invalid_status, $history, $email); in the file plugins/hikashoppayment/atos/atos.php Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")** - [![ijsbaanleuven's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar34667.png)](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") - [ Offline](/forum/user/34667-ijsbaanleuven) Less More - Posts: 72 - Thank you received: 2 - - - [](http://www.ijsbaanleuven.be) - 11 years 4 months ago [\#203933](#203933) by [ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") Replied by *[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#203933 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* hi Nicolas, I tried the code you gave, but nothing happens. No emails are sent, not to the admin, and not to the customer ? Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) 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)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86293 - Thank you received: 14271 - - 11 years 4 months ago [\#203948](#203948) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#203948 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Hi, Are the orders status changed to "cancelled" automatically after you entered your credit card on the payment gateway ? When you edit the order, in the history area, you'll get a row for the status change and the reason should be something along those lines: automatic payment notification If that's not the case, it means that the order was cancelled before the credit card was entered. In that case, there is no notification email sent as the system directly cancel the order before anything happened when the user click on the link to go back to the checkout in order to select another payment method. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")** - [![ijsbaanleuven's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar34667.png)](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") - [ Offline](/forum/user/34667-ijsbaanleuven) Less More - Posts: 72 - Thank you received: 2 - - - [](http://www.ijsbaanleuven.be) - 11 years 4 months ago [\#204227](#204227) by [ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") Replied by *[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#204227 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Nicolas, This sounds correct. My problem is that not the admin and not the customer receive any other emails then the order creation email. I removed all of my customizations to the emails, updated all the language files, but no success. Only the order creation comes trough. In the order creation mail to the admin, the subject is : New order No. J2W03 created on created In the order creation mail to the customer, the subject is : Your order No. J2W03 is now created at [ www.ijsbaanle​uven.be/](http://www.ijsbaanle%E2%80%8Buven.be/) But other then that, there are no emails sent, not on confirmation, nor cancelling ... What am I doing wrong ? - [ ![emails.png](/forum/attachment/24819) ](/forum/attachment/24819 "emails.png") [ ](/forum/attachment/24819?download=1 "emails.png") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) 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)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86293 - Thank you received: 14271 - - 11 years 4 months ago [\#204273](#204273) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#204273 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Hi, As I explained in my previous message, it's normal that you don't get any email on cancellation of the orders. So let's recap the issue: Your issue is actually that orders are not getting confirmed and thus no confirmation email is sent to the customer or the merchant. Furthermore, you get a payment notification email with the status "declined". Could you provide the full content of that email ? It should contain valuable information on the issue. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")** - [![ijsbaanleuven's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar34667.png)](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") - [ Offline](/forum/user/34667-ijsbaanleuven) Less More - Posts: 72 - Thank you received: 2 - - - [](http://www.ijsbaanleuven.be) - 11 years 4 months ago [\#204296](#204296) by [ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") Replied by *[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#204296 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Nicolas, Ok. Issue is indeed that no confirmation emails are being sent. Content of the declined status email : > Hello, > A Atos Sips notification was received with the status Declined. The order status was not changed > Unknow response from Atos Sips > > /Atos Sips authorisation Id : > > This notification was for the order XXX on the website [ www.ijsbaanleuven.be/](http://www.ijsbaanleuven.be/) > You can access the order details directly by clicking on the link below after logging in your back end: > [ www.ijsbaanleuven.be/administrator/index...sk=edit&order\_id=xxx](http://www.ijsbaanleuven.be/administrator/index.php?option=com_hikashop&ctrl=order&task=edit&order_id=xxx) Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) 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)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86293 - Thank you received: 14271 - - 11 years 4 months ago [\#204297](#204297) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#204297 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Hi, Could you turn on the "debug" option of the payment method, do another test, and provide the payment log (that you can find in the Files section of the HikaShop configuration (you can send it to contact at hikashop dot com with a link to this thread) ? Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")** - [![ijsbaanleuven's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar34667.png)](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") - [ Offline](/forum/user/34667-ijsbaanleuven) Less More - Posts: 72 - Thank you received: 2 - - - [](http://www.ijsbaanleuven.be) - 11 years 4 months ago [\#204316](#204316) by [ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile") Replied by *[ijsbaanleuven](/forum/user/34667-ijsbaanleuven "View ijsbaanleuven's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#204316 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Nioclas, Mail has been sent. Also the payment accepted notification says : > Hello, > A Atos Sips notification was received with the status Accepted. The order status was not changed > Response from Atos Sips Transaction approved or processed successfully > > /Atos Sips authorisation Id :xxxxxx > > This notification was for the order xxxx on the website [ www.ijsbaanleuven.be/](http://www.ijsbaanleuven.be/) > You can access the order details directly by clicking on the link below after logging in your back end: > [ www.ijsbaanleuven.be/administrator/index...k=edit&order\_id=xxxx](http://www.ijsbaanleuven.be/administrator/index.php?option=com_hikashop&ctrl=order&task=edit&order_id=xxxx) The following user(s) said Thank You: [Philip](/forum/user/34318-philip "View Philip's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) 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: 654 - - 11 years 4 months ago - 11 years 4 months ago [\#204340](#204340) by [Philip](/forum/user/34318-philip "View Philip's Profile") Replied by *[Philip](/forum/user/34318-philip "View Philip's Profile")* on topic *[Customer Confirmation and Order Created Emails](/forum/27-checkout/874344-customer-confirmation-and-order-created-emails#204340 "-- HikaShop version -- : Business : 2.3.4 -- Joomla version -- : 3.3.6 Hello, I have 2 payments methods enabled : Paypal and Offline. So a customer makes an order and can choose on these orders. With Offline Payment, the order gets status Created. In this case it makes sense the customer to receive an email with his order. With Paypal payment, a customer will reach the Paypal Page to complete the payment, but he might change his mind and cancel the process. In this case, the customer will still get a confirmation email for the creation of the order - which doesn't make much sense. What are the available options here, to deal with the above scenario. Customers with Offline payments receive a confirmation email about the creation of their order. Customer with Paypal won't receive a confirmation email about the creation of their order if they cancel in Paypal page and don't pay - Only receive a confirmation email if they complete the payment. Is this somehow possible ? Or is there any other alternative way to handle this ? E.g. to receive an email of order cancelation, if they don't complete the payment. Thanks")* Thanks for your feedback this issue is solved! We patched the Atos Sips plugin which will be more efficient thanks to you! Regards. Last edit: 11 years 4 months ago by [Philip](/forum/user/34318-philip "View Philip's Profile"). Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtL2NoZWNrb3V0Lzg3NDM0NC1jdXN0b21lci1jb25maXJtYXRpb24tYW5kLW9yZGVyLWNyZWF0ZWQtZW1haWxzP3RtcGw9bWFya2Rvd24=) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. 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