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Why do I see several transactional emails repeated in an order on the Orders Managment?

Rose Longuinho
Rose Longuinho
Last updated
3/22/2019

On the Orders Managment module, the Time Line shows the details of each order, and in these one can see the corresponding transactional emails. If you note in this section that several transactional emails are repeatedly send to the end customer, verify whether one of the following scenarios is in play:

1) Your ERP may be repeatedly sending the tax receipt.

This can happen for a number of reasons. One example is when the value of the tax receipt is not the same as the order total. In this case, the status of the order will not move on to ‘Faturado’. While the ERP is checking that the order is still to be found with the status Preparando Entrega (the status preceding Faturado), the possibility exists that it continues executing the action for remitting the tax receipt.

You can also verify this repeated action by accessing the link Exibir Interações – immediately to the right of the order flow diagram – verifying different interactions that are being carried out by your ERP.

The same thing may occur when remitting Tracking data, also by your ERP.

2) The end customer’s email server may be having problems that prevent it from responding with an "aceite" of receipt of your email.

The server that sends the transactional emails - SMTP, where no OK is received from the server of destination, will continue to repeatedly deliver the email sent by the Orders Managment.

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