Stopping Order Confirmation Emails Before Order Is Paid

[Cary_Silverman]

We email invoices to customers daily that they can pay by clicking the PAY NOW button on the email invoice.  The problem we're having is that once the order is created, the customer gets a "Thank You For Your Order" email before we can even send the invoice.  This confuses the customer because they are expecting an invoice email but they get a order confirmation email first.

We tried saving their orders as draft orders but you cannot email them a PAY NOW invoice from a draft order.  You have to create an actual order in order to be able to email them a PAY NOW  invoice.  You can email them a regular invoice from a draft order, just not one that the customer can click PAY NOW.  And once you create the actual order, so you can email them a PAY NOW invoice, the customer gets the order confirmation email first.  Makes no sense to send the customer a order confirmation email BEFORE the order is even paid for.

Anyone know how to fix this?  Shopify support was absolutely no help and just like every time I have a problem, they tell me how they're going to "escalate it to their developers" and then you never hear from them again.

[Cary_Silverman]

As usual, I get no help from Shopify.  Not one reply from them.  Sending order confirmations to customers for unpaid orders is not something that Shopify sees as a problem, so like every other simple, common sense issue we store owners run into, Shopify doesn't freakin care.

[Nelly_Anderson]

Has anyone been able to find a way around this please?

[Cary_Silverman]

Of course not Nelly, because Shopify doesn't care and won't even respond, other than to say their usual BS response that they have "sent this to their developers".  If I had a dollar for every time I've been told that in the last 10 years, I'd retire.

I did find one workaround that created another problem.  When you create the order, use your email address instead of the customer's.  The problem with that is that the customer then NEVER receives the "Thank you for your order" email, even when the order is paid and you change the email on the account to their email.  Also, with a lot of our products, once it's ordered, the customer receives an email to download the product manual/instructions.  Using this workaround, they also never receive that email.

It's a stupid process that Shopify won't even address with me.

[Bowen_Douglas]

I share your frustration Cary. You may need to engage a developer to modify the code of the default order confirmation email, otherwise use a third-party platform like Klaviyo that splits your order confirmation emails based on logic. This really should be built into the platform though.