Plugin Support
Aamir
(@aamiribsf)
Hi @franciscojgwp0722,
Thank you for reaching out, and I completely understand how unexpected emails like this could be concerning — especially when they lead to confusion for your users.
We haven’t received any similar reports from other users so far. That said, there might be a possibility worth checking: could the emails have been rescheduled manually using the “Reschedule Emails” option in the order details? If that’s the case, it could explain why the emails were triggered again even after the original schedule had passed.
To investigate further, I recommend reviewing the abandoned order details to see the scheduled time set for each email under that order. That should help determine whether the emails were genuinely sent again or were part of a previously modified schedule.
Additionally, we strongly suggest installing an SMTP plugin on your site. This helps ensure your emails are sent reliably and also keeps logs of outgoing messages, which can be invaluable for diagnosing issues like this.
Please feel free to share any specific order examples or screenshots if you’d like us to dig deeper.
Warm regards,
Thread Starter
Francisco
(@franciscojgwp0722)
Hello Amir,
I’ve followed your instructions and double-checked the settings again.
If I’m not mistaken, the “Reschedule Emails” option affects each individual order we want to recover, not all of them at once — is that correct?
All abandoned orders follow the same rule: the first recovery email is sent after 11 minutes, and the second one after 30 minutes.
I’m also using an SMTP plugin that does, in fact, show when each email is sent. What I noticed is that, on one specific day at a specific time, the recovery emails were sent again to all users who had left an abandoned order.
Unfortunately, I deleted the abandoned order log and can’t attach any examples. I just wanted to know if anyone else had experienced this same issue and whether they managed to solve it.
If the issue happens again, I’ll send a copy of the logs.
Best regards.
Plugin Support
Aamir
(@aamiribsf)
Hi @franciscojgwp0722,
Thank you for the detailed explanation. You’re correct—the “Reschedule Emails” option applies to individual orders, not all abandoned carts at once.
Regarding the unexpected email sends:
- We haven’t received similar reports from other users.
- If it happens again, please open a new ticket via or website and share:
- Exact date/time of the duplicate emails
- Your SMTP plugin logs
This will help us investigate thoroughly.
For now, we recommend:
✔ Monitoring the email schedule
✔ Keeping abandoned cart logs enabled
We’re here to help if the issue recurs!
Best regards,
