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Shoppers receive "order complete" emails when a dispute is closed #7928
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@souravdebnath1986 it looks like you were pinged for Prioritization on this other issue which is related to this issue. Could you look at prioritization for this one at the same time, please? :) |
This issue impacts Disputes, similarly to the linked #7885, so assigning to Helix (based on team responsibilities Pc2DNy-3z-p2) @Automattic/helix. Assigning as part of Gamma Triage process PcreKM-yM-p2. |
Another update from ZD-7401002
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I've re-titled this issue in an attempt to represent the problem, rather than the solution. Feel free to edit this if I am incorrect. |
@Jinksi LGTM! Though I wonder if this is a bug instead of an enhancement 🤔 |
Marking as high priority because this email is a jarring experience after a dispute. This might be complex to fix and might need work in core, but it's important to get details like this right for shoppers. |
Tested this to confirm if this is a general problem or if only applies to specific disputes. I reproduced easily, and this confirms that the bug applies to all/most disputes. Here's how I tested:
(added these test instructions to issue) I agree, the order status should not be indiscriminately changed here, and the order completed email would be insensitive / inappropriate depending on the circumstances. Definitely high priority! |
Next steps for this issue would be to investigate how we are using order status in dispute flow now, and propose some ideas/options for how we could improve. |
Description
When a dispute is opened, the order is automatically placed in on-hold here and when the dispute is closed, the order is marked as complete here (where there is a TODO regarding order status).
This retriggers the order completed email. If the order was completed before the dispute was opened, the customer will, on closure of the dispute, receive the email a second time.
How to reproduce
4000000000002685
(triggersnot received
dispute).winning_evidence
.Your [STORE] order is now complete
(triggered by the dispute close webhook).Suggestions for fix
This could be resolved by a filter that would allow a merchant to apply custom statuses to the order, preventing such problems as duplicated emails.
The underlying problem here is that we are using order status for tracking disputes, and this is not directly supported by WooCommerce core (as I understand it). There have been other issues about using a custom status for dispute. May require coordination with core to fix this, though there may be a way to defensively mitigate in WooPayments plugin.
Related issues (disputed status) & work in progress
Additional context
This request comes as a result of #7885 where the merchant is receiving multiple inquiries triggered by return requests in the Klarna app.
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