System resending invoice after payment

[craggy]

The issue is not that emails get sent twice.

The problem we have is that when adding a manual payment to an invoice the payment notification gets sent to the customer regardless of whether the "notify client" option is ticked under the manual payment section and the format of that mail sent is nonsencical because the email subject says Invoice Created eventhough the content of the mail says "Amount Paid x".

Customers are getting annoyed that they keep getting invoice created emails and they don't bother to read them, instead they just open support tickets whinging about why they received another invoice when they just paid one. etc. etc. Some of our customers have asked not to be notified about payments and this bug is really annying them and making us look unprofesional.

[BRJP]

This may annoy you, but Ill ask anyway! 

Can you give me a bullet point (succinct) step-by-step process that replicates the issue and then we will do the exact same.  If this exact copy of the process does not reveal the same issue then we can delve deeper in the configuration.

[dcapone]

Out of curiosity, do you by chance happen to have the "Invoice: New" and "Invoice: Final" templates set up to be the same message?

I am unsure exactly the way Hostbill triggers things, but I believe that the Invoice: Final template is used to send a "Final" paid invoice.  Basically, the way I think it works is:

When invoice created:  "invoice: New" is sent
When invoice is paid:   "Invoice: Paid" is sent IF you choose to send a notification of payment being received
When invoice is paid, if it also final, so: "Invoice: Final" is sent

Does this possibly match the logic you are seeing?

[BRJP]

Hi Webcore,

Do you have any updates further to my and Dcapone?

I am quite keen to solve this one as I appreciate how annoying these things are when they affect your customer base.

[craggy]

Sorry, Guys, i need to run some tests of various options to get some specifics on when this issue does and doesn't appear.

Back to you asap.

[BRJP]

OK - give us a shout when done.

[UENO]

I'm sorry for opening an old thread, but was this ever solved? We've had the exact same problems for several months. It happened after an upgrade (can't remember when exactly). Whenever we manually register a payment, the client receives an email saying that a new order was made. The email is exactly the same as the ordinary "Invoice: New" message, except the status is "Paid" and the amount is zero. I've checked the other email templates, but "Invoice: New" seems to be the only one with this text. "Invoice: Final" and "Invoice: Paid" is enabled, but has the correct text.

The checkbox "Send email" is NOT ticked when we register the payments. We're using the "Bank Transfer" payment plugin and all our clients are set to use the Norwegian language (I've checked the English email templates as well, but there's no errors there either).

Oh, and by the way. We have another HostBill site where this problem doesn't exist. The only difference as far as I can tell, is that the other site only accepts PayPal payments, while the problematic one only accepts bank transfers. We're also using different client templates.

[wavecom]

We also had such issue during 2 month, but it resolved itself in upgade.

[craggy]

Yaaay, only took a year or more but Hostbill pulled out all the stops and finally fixed this one :-)
(sarcasm).