PayPal fail to trigger website to send Order confirmation email

09 Aug 2006, 00:47

#1

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PayPal fail to trigger website to send Order confirmation email

Hi,

Zen cart version 1.3.0.2.

I have PayPal payment module working prefectly before. Ever since I installed Protx Direct and switched to live, the PayPal stop to trigger website to send Order confirmation email. Details as below:

when customers pay via PayPal, PayPal sends payment notification to shop owner, and redirect customers to my site's succesful checkout page, and website is update and record the orders. But website CANNOT send out "New Order confirmation" email to site owner (I don't know if customers can receive it). this only happens to order
pay via PayPal, if they pay via Protx Direct, this is not a problem, the site own can receive the New Order confimation email. It is very stranger that email fucntion work for one Payment no for another. I cannot work out what went wrogn, I did not recall I have change anything which might affect PayPal payment modules. Does anyone have any ideal about this?

thank you in advance!

09 Aug 2006, 04:24

#2

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

This is how it SHOULD work:

A. Customer pays by ProtX
- enters CC info
- confirms order
- order is saved
- order number shows on checkout-success page
- customer receives confirmation email.

B. Customer pays by PayPal
- goes to PayPal site and fills in their information, and makes payment
- customer receives email from PayPal
- customer comes back to checkout-success page
- "correct" new order number shows on checkout-success page
- order is saved and shows in admin
- customer receives confirmation email
- Admin receives confirmation email

Can you please explain exactly which steps above are NOT working?

09 Aug 2006, 04:25

#3

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

What exactly did you do to install ProtX Direct?
Did the paypal problems start at the same time as you installed ProtX Direct?

09 Aug 2006, 12:04

#4

doubletiger

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Re: PayPal fail to trigger website to send Order confirmation email

DrByte

Thanks!

Protx payment process pass all steps!

Paypal Payment process pass
- goes to PayPal site and fills in their information, and makes payment
- customer receives email from PayPal
- customer comes back to checkout-success page
- "correct" new order number shows on checkout-success page
- order is saved and shows in admin

but fail
- customer receives confirmation email
- Admin receives confirmation email

It is not 100% fail. It fail 9 of 10, pass 1 of 10.

DrByte:
This is how it SHOULD work:

A. Customer pays by ProtX
- enters CC info
- confirms order
- order is saved
- order number shows on checkout-success page
- customer receives confirmation email.

B. Customer pays by PayPal
- goes to PayPal site and fills in their information, and makes payment
- customer receives email from PayPal
- customer comes back to checkout-success page
- "correct" new order number shows on checkout-success page
- order is saved and shows in admin
- customer receives confirmation email
- Admin receives confirmation email

Can you please explain exactly which steps above are NOT working?

09 Aug 2006, 12:13

#5

doubletiger

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Join Date:: Apr 2005
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Re: PayPal fail to trigger website to send Order confirmation email

I installed Protx Direct 2.0.2 with help from mod writer Conor, basic I followed instrcution and installed. I jsut copied files to their folders and change few files.

after I installed Protx Direct, I can still receive order confirmation for few days. then the paypal problem starts.

This morning, I had 2 orders via PayPal, one get order confimation sent another has not.

thanks!

DrByte:
What exactly did you do to install ProtX Direct?
Did the paypal problems start at the same time as you installed ProtX Direct?

09 Aug 2006, 14:50

#6

conor

Passed

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Posts:: 2,480
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Re: PayPal fail to trigger website to send Order confirmation email

Hi,

doubletiger:
This morning, I had 2 orders via PayPal, one get order confimation sent another has not.

If it works sometimes and not other times then something very strange is going on! I'd suggest that you take a look in your E-mail Archive to see if the e-mails were sent.

If you don't have the E-mail Archive Admin contribution installed you can see the log of e-mail sent by Zen Cart by using PHPMyAdmin to look at the database: look in the table email_archive for the last few records of type "checkout" and "checkout_extra" (the _extra one is the admin copy).

If these e-mail exist for both of the orders you got today then the e-mails were actually sent out... in which case you should check your spam filters etc.

Sorry I can't be any more help than that, that's me out of ideas on this one!

Oh, and don't forget to upgrade to version 2.0.3 of protx_direct!

All the best...

Conor

09 Aug 2006, 15:42

#7

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

Conor raises a good suggestion for finding out more of what's happening. If you don't have email archiving enabled, you can turn it on in Admin->Configuration->Email Settings

I would definitely be checking your spam filter settings as well. Did the emails show up in your junkmail/spam folder?

09 Aug 2006, 19:28

#8

doubletiger

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Re: PayPal fail to trigger website to send Order confirmation email

Conor and DrByte,

thank you for your input!

I don't have my email archive enable and I don't have spam folder in my outlook email programme.

I have just enable this email archive in admin, and will do testing order via paypal or see if there is any email send out records if customers pay via paypal. I will report back once I have result.

thanks a lot!

09 Aug 2006, 20:28

#9

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

Here's the email history viewer conor was talking about:
http://www.zen-cart.com/index.php?main_page=product_contrib_info&products_id=198

09 Aug 2006, 20:55

#10

pivey

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Join Date:: Mar 2006
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Re: PayPal fail to trigger website to send Order confirmation email

but fail
- customer receives confirmation email
- Admin receives confirmation email

It is not 100% fail. It fail 9 of 10, pass 1 of 10.

Well, this was exactly my problem too...
Still don't receive emails. Was working fine on a previous hoster since I switched to Windows VPS. Tried all spam & friendly email settings.

09 Aug 2006, 21:34

#11

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

pivey:
Well, this was exactly my problem too...
Still don't receive emails. Was working fine on a previous hoster since I switched to Windows VPS. Tried all spam & friendly email settings.

Do any other emails send properly? What other payment modules do you have installed?

09 Aug 2006, 22:03

#12

pivey

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Re: PayPal fail to trigger website to send Order confirmation email

Yes, all other emails work fine.
Confirmations are comming in...except PayPal's

Other payment modules are
COD
MONEY ORDER

I even deinstalled/installed PayPal IPN, checked PayPal settings (like described in Wiki)

PayPal proccesses (payments, refunts etc...) are returning and displayed within the order details perfect!
It's only the email confirmation issue

09 Aug 2006, 22:09

#13

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

... and if you enable email archiving, do the emails get stored in the archive even though they apparently don't arrive where expected?

09 Aug 2006, 22:13

#14

sudakoma

New Zenner

Join Date:: Jul 2006
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Re: PayPal fail to trigger website to send Order confirmation email

I had a very similar problem with my previous website using Paypal. I dont know if this is relevent with Zencart or not though.

This is what the support team said was the reason behind the missing emails when paying by Paypal..

The way a 3rd party payment gateway works is that when a users gets to the payment stage of the checkout procedure they are moved from your online shop to the payment service providers own website to make the transaction. Once they have entered their credit card details the customer will be usually greeted with a "Payment was successful" or "Payment was Declined" message and then either automatically redirected back to your online store or made to click a link to return to your store.

Until they return back to your store we are unable to obtain the status of the transaction.

In most cases the customer will return back to your online shop where they will see a "order complete" or "order failed" message and will also be sent an email from your store to let them know their order has been placed. The main two reasons the confirmation emails fail are...

1. The user closed their browser when they were taken to the payment providers website.

2. The user went through the payment processed but once the payment had been taken they didn't let the payment system return them back to your online shop.

Hope this helps.

09 Aug 2006, 22:15

#15

doubletiger

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Re: PayPal fail to trigger website to send Order confirmation email

Thank you DrByte, I installed the email archive mod and going to test it in few hours. will post result soon.

thanks!

09 Aug 2006, 22:41

#16

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

Thanks Sudakoma ... Zen Cart doesn't rely on the customer clicking a button to return to the shopping cart in order to complete the order. The IPN (Instant Payment Notification) takes care of this. If the order wasn't completing, it wouldn't show up in the administration area ... yet the same process that enters the order in the admin area is also the process that sends the emails. It seems in this case that something on the mailserver is preventing delivery for some unknown reason.

09 Aug 2006, 23:23

#17

doubletiger

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Re: PayPal fail to trigger website to send Order confirmation email

Hi,

I did a testing order via PayPal, both customer and site owner have not received Order confirmation email. I checked the email Archive in admin area (mod installed), and there were not record of senting out the Order confirmation email for this order. the email archive does have record of "Welcome to ..............." email sent out to the customer, which indeed customer has received it.

by the way, a cutsomter has ordered via Protx before this test, and I can see the records of sent out 2 copies of Order confirmation email to the customer and site owner in Email Archieve.

any ideal?

09 Aug 2006, 23:28

#18

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

doubletiger:
Hi,

I did a testing order via PayPal, both customer and site owner have not received Order confirmation email. I checked the email Archive in admin area (mod installed), and there were not record of senting out the Order confirmation email for this order. the email archive does have record of "Welcome to ..............." email sent out to the customer, which indeed customer has received it.

by the way, a cutsomter has ordered via Protx before this test, and I can see the records of sent out 2 copies of Order confirmation email to the customer and site owner in Email Archieve.

any ideal?

And what are the paypal order details from your Zen Cart admin area for this order that you just tested?

09 Aug 2006, 23:36

#19

doubletiger

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Re: PayPal fail to trigger website to send Order confirmation email

here is the email to inform the payment received (I changed data to *)

subject: Item no.1 - Notification of Payment Received from ****.net

email message:

Dear ****************,

This email confirms that you have received a payment of £0.01 GBP from *****.net(paypal@*****.net).

View the details of this transaction online

Payment Details
Total Amount: £0.01 GBP
Currency: Pounds Sterling
Transaction ID: 3WM83747FA013163Y
Quantity: 1
Item/Product Name: mysitename.co.uk
Item/Product Number: 1
Buyer: *****.net

Delivery Information
Address: **********************
Address Status: Confirmed

10 Aug 2006, 05:00

#20

drbyte

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Re: PayPal fail to trigger website to send Order confirmation email

okay - that's the paypal email.... but did you get a corresponding order appearing in your Zen Cart Admin? What are the paypal details shown "there"?