Help with customer problem please

[Firen]

Hi,
I have recently set up a store that sells downloadable products. I must have missed a setting in the Paypal IPN, and a customer's order stayed on processing. It was manually changed to processing, but now the customer can't even log in. Nothing else has been changed, and the customer's account is still there.

The following is part of an email that was sent to me from the customer:

"Hi, I registered yesterday the 15th and purchased several kits. These kits were paid for via PayPal. It would not let me download my kits until the payment was processed.

The payment has gone through but now I am unable to log into my account. It indicates my user name is invalid so I tried to have my user name sent via email and it's indicating my email is invalid."

At this point i'm a but stuck as to what to do next. Anyone able to help?
Thanks.

[Firen]

Sorry, I made an error with the above post. The customer's order stayed on Pending not Processing. :)

[Firen]

So no one is able to help me then????

[Ajeh]

These are the default settings for PayPal IPN

Set Pending Notification Status
Pending [1]

Set Order Status
Processing [2]

Set Refund Order Status
Pending [1]

This will allow the download to be available as soon as PayPal completes the order ...

What settings are you using?

[Firen]

Those are the settings that we have corrected. They were pending, default and pending. But after searching the forums last night, we changed them to pending, processing and pending (the same as what you have).

We manually changed her order to processing last night, but we recieved her email overnight. So i'm assuming that she has tried to login to download her purchases, but is getting some kind of message at login.

I have emailed her, but as yet haven't heard anything.

Do you have any other advice? :)

Thanks so much for replying.

[Ajeh]

Sounds like your customer is confused on her email address ...

Might try to check and ensure that there are no obvious typos on it ...

Also if you look at her order it should show if the download is available to her or not for XX days and XX downloads ...

[Firen]

That's what i'm thinking. I've compared her email address she signed up with and the one that the email was sent from and they are the same. Her order says that the downloads are available for her, but she hasn't downloaded them.

I guess i'll just have to wait and see if she downloads the files overnight. Ahh the joys of living down under. lol

Thanks so much for your help Linda! :)