Abandonded cart sends email at same time as “order processing email”

Hi
We set up the abandoned cart feature at the weekend and since then have had many emails from frustrated customers. They are getting an abandoned cart email at the same time as their order confirmation email. Our email log shows this – see screen shot of one customer.
Abandoned cart set for 2 hours – see other screen shot
Please let me know what you are going to do to rectify this – it really isn’t good for customers and already had been time consuming for us.
Thank you
Amy

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I have just had a VERY irate email from a customer.

“Why are you telling me I have items in my basket that have not been paid for? The details you have sent me relate to my purchase last year, on the 6th of March, invoice number 68259 bought, planted & eaten.
My new order received yesterday was invoice number 76395, ordered on the 20th of March 2025 for £51 and delivered yesterday evening.
Please don’t confuse me any more. As an Octogenarian, I don’t need anything which adds to life problems.
Regards,”

We have had many emails and so it has been incredibly time consuming – I can screen shot more, or put them here. I have spent most of today and yesterday emailing customers apologising.

I am switching this facility off as it is more hassle than it is worth, hopefully you will fix these problems soon, as it is a facility that is much needed.

Thanks
Amy

Hello,

Could you please send us your admin access or create a staging website where we can reproduce this issue and check what is wrong?

Kind Regards

Also, please provide us with your FTP access as well.

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