My store does not keep or process files after the people pay

Hi I am a newbie here so i did not know where to post this, I have been selling on etsy
but got a website recently and it is a zencart one, so I have had this happen to three
customers in the last three days, I sell digital embroidery files. So instant download.
When they pay with paypal it is suppose to redirect them back to the account page
and they go into theirs and download their files.
What has happened with three people already is it does not redirect them back after
payment but tells them that payment is not complete but the payment goes through and I get
notification from paypal that they pay and if they go back in there all the files are still
in their cart like they didn't pay so I have no account of them ordering in the admin area
and I don't know how to get their files into their account for them to try and download later.

1. So what I am wondering is how I can fix this to where I don't have to run to my computer
   each time to see if the person actually got their files.
2. How can I put their files into their account when I know I got their money but the zen cart didn't process it
   as they did get it.
3. How can I make it to were they get their file in their account area and the zencart send files to
   their email as some people do not want to fool with downloading after buying they like to
   find them in their email.
   thanks so much for any help, I have standard paypal not express as the lady that set up my website
   said she did not like express and I don't know the difference. so...

Can anyone help me or tell me who to contact for help, I contacted Paypal too and they said it was not their fault LOL, so please anyone?

kellyjoe:

Hi I am a newbie here so i did not know where to post this, I have been selling on etsy
but got a website recently and it is a zencart one, so I have had this happen to three
customers in the last three days, I sell digital embroidery files. So instant download.
When they pay with paypal it is suppose to redirect them back to the account page
and they go into theirs and download their files.
What has happened with three people already is it does not redirect them back after
payment but tells them that payment is not complete but the payment goes through and I get
notification from paypal that they pay and if they go back in there all the files are still
in their cart like they didn't pay so I have no account of them ordering in the admin area
and I don't know how to get their files into their account for them to try and download later.

1. So what I am wondering is how I can fix this to where I don't have to run to my computer
   each time to see if the person actually got their files.
2. How can I put their files into their account when I know I got their money but the zen cart didn't process it
   as they did get it.
3. How can I make it to were they get their file in their account area and the zencart send files to
   their email as some people do not want to fool with downloading after buying they like to
   find them in their email.
   thanks so much for any help, I have standard paypal not express as the lady that set up my website
   said she did not like express and I don't know the difference. so...
   Well, the lady that set your site up should not have let her opinions adversely affect your website! The PayPal Express Checkout is significantly more robust than the (very outdated) PayPal Standard (aka IPN).

One thing you can check is the "Order Status" that is associated with a successful payment using your PayPal setup. Log into your admin and click on Modules->Payment. Select the PayPal Payments Standard method and look to see what Order Status value is to be set upon success; it should be set to *Processing *to enable immediate download of the files upon completion.

For your question #3, I think I've seen an admin-level plugin that you can use to send the customers their download files. I've not seen a plugin that automatically sends the downloads as an attachment upon purchase.

Glad that you have chosen (or been designated) to use Zen Cart. To obtain the maximum help when posting it helps others to fully understand the environment of the system having the problem in order to offer sound advice... The starting point for that information is what is listed in the posting tips that appear above the message box when generating a message.

My guess because no other pertinent informatioon is provided is that you have setup to use paypal standard instead of paypal express... That method is known to occasionally operate the way described: purchase made, but cart does not get updated as to purchase but paypal collects the funds...

Please confirm by identifying the options active (green dot) in the admin->modules->payment area.... This will help resolve the issue(s) with new customers...

To resolve the existing customers, need to identify/determine your familiarity with phpmyadmin and/or ability to install possibly other plugns such as super orders...

Oh my goodness, thank you so much, I went in and set it to processing it says it recommends processing but it was set to delivered so thank you again.

thank you, I am not sure what all of what you said meant as I am a big newbie but I paid her today to get the edit orders in there for me, I would love to hear more about express payment but I don't want to have to pay her again to put it in for me, the super orders she brought up also but she said the edit orders would probably be what I would want the most. I am sure there are things I could use in my site but don't know how to install them, I am assuming there is a place in this forum to find out how to do things like that so I will look around, thanks again.

Hello I have paypal standard not express but did not where to post this, so I am having many problems and have contacted paypal but they said it is not there fault so... maybe I can get some help here , I have digital downloads on my website so it is set up to redirect them back to download the files I opened up my website around a week ago and within that time 25% of the people that have bought from me the order does not show up on the website, them registering shows up but their order does not the only reason I know there is an order is that paypal notifies me that they paid so this is causing a major problem for me, does anyone have any idea what might be going on how I can fix it? thanks and Merry Christmas. Kelly

This is a continuation of: https://www.zen-cart.com/showthread.php?219101-My-zen-cart-does-not-keep-or-process-files-after-the-people-pay&p=1299504#post1299504

Unrelated to the symptoms, but, based on the previous thread, you've verifed that paypal (standard) has been setup to go to the status of processing once they purchase.

The fact that the "purchase" is made but the item(s) remain in the cart and your store doesn't show that the purchase has been made s the common problem I mentioned.

While it isn't a hey PayPal it's your fault fix it for me issue I would suggest calling PayPal to ask for their help on which specific links to click in order to obtain/get. (Their "new" and "improved" process flow is broke.. Menu options offered in various menus to take you back to the profile take you back to different locations rather than all the same, etc...)

Anyways, you want to ask for:
API Signature -- Username
API Signature -- Password
API Signature -- Signature Code

All of these need to be filled in under the paypal express settings. But I wouldn't sugggest just plugging that information in until you have everything in order first.

Also should ask paypal how to accomplish this instruction:
In your PayPal account, enable Instant Payment Notification:
under "Profile", select Instant Payment Notification Preferences
click the checkbox to enable IPN
if there is not already a URL specified, set the URL to:
https://PATH - TO - YOUR - STORES - ROOT/ipn_main_handler.php

(It may not be https, if that is not supported by your site.)

So if your site is in a sub-directory called shop, and your site was named mywebdings. com then the above text would be:

https://mywebdings.com/shop/ipn_main_handler.php

Now, with all this information in hand, you will need to deactivate (remove) paypal standard, and install paypal express... Each of those actions is a click of a button in the admin panel.

On install need to setup the options: here is what is/likely is presented for a ZC store on ZC 1.5.3:

PayPal Express Checkout (rev1.5.3)
Manage your PayPal account.

Configuration Instructions:

1. Sign up for your PayPal account - click here.

2. Ensure you have entered the appropriate security data for username/pwd etc, below.

3. In your PayPal account, enable Instant Payment Notification:
   under "Profile", select Instant Payment Notification Preferences
   click the checkbox to enable IPN
   if there is not already a URL specified, set the URL to:
   https://YOUR-URI/SUB-FOLDER-IF-ANY/ipn_main_handler.php
   Requirements:
   *CURL is used for outbound communication with the gateway over ports 80 and 443, so must be active on your hosting server and able to use SSL.
   Enable this Payment Module
   Do you want to enable this payment module?

True
False

Sort order of display.
Sort order of display. Lowest is displayed first.

Payment Zone
If a zone is selected, only enable this payment method for that zone.

Express Checkout Shortcut Button
The Express Checkout Shortcut button shows up on your shopping cart page to invite your customers to pay using PayPal without having to give all their address details on your site first before selecting shipping options.
It has been shown to increase sales and conversions when enabled.
Default: On

On
Off

Set Order Status
Set the status of orders paid with this payment module to this value.
Recommended: Processing[2]

Set Unpaid Order Status
Set the status of unpaid orders made with this payment module to this value.
Recommended: Pending[1]

Set Refund Order Status
Set the status of refunded orders to this value.
Recommended: Pending[1]

Express Checkout: Require Confirmed Address
Do you want to require that your (not-logged-in) customers use a confirmed address when choosing their shipping address in PayPal?
(this is ignored for logged-in customers)

Yes
No

Express Checkout: Select Cheapest Shipping Automatically
When customer returns from PayPal, do we want to automatically select the Cheapest shipping method and skip the shipping page? (making it more express)
Note: enabling this means the customer does not have easy access to select an alternate shipping method (without going back to the Checkout-Step-1 page)

Yes
No

Express Checkout: Skip Payment Page
If the customer is checking out with Express Checkout, do you want to skip the checkout payment page, making things more express?
(NOTE: The Payment Page will auto-display regardless of this setting if you have Coupons or Gift Certificates enabled in your store.)

Yes
No

Express Checkout: Automatic Account Creation
If a visitor is not an existing customer, a Zen Cart account is created for them. Would you like make it a permanent account and send them an email containing their login information?
NOTE: Permanent accounts are auto-created if the customer purchases downloads or gift certificates, regardless of this setting.

Yes
No

Payment Action
How do you want to obtain payment?
Default: Final Sale

Auth Only
Final Sale

Transaction Currency
Which currency should the order be sent to PayPal as?
NOTE: if an unsupported currency is sent to PayPal, it will be auto-converted to USD (or GBP if using UK account)
Default: Selected Currency

Selected Currency
Only USD
Only AUD
Only CAD
Only EUR
Only GBP
Only CHF
Only CZK
Only DKK
Only HKD
Only HUF
Only JPY
Only NOK
Only NZD
Only PLN
Only SEK
Only SGD
Only THB
Only MXN
Only ILS
Only PHP
Only TWD
Only BRL
Only MYR
Only TRY

Store (Brand) Name at PayPal
The name of your store as it should appear on the PayPal login page. If blank, your store name will be used.

Allow eCheck?
Do you want to allow non-instant payments like eCheck/EFT/ELV?

Any
Instant Only

PayPal Page Style
The page-layout style you want customers to see when they visit the PayPal site. You can configure your Custom Page Styles in your PayPal Profile settings. This value is case-sensitive.

API Signature -- Username
The API Username from your PayPal API Signature settings under API Access. This value typically looks like an email address and is case-sensitive.

API Signature -- Password
The API Password from your PayPal API Signature settings under API Access. This value is a 16-character code and is case-sensitive.

API Signature -- Signature Code
The API Signature from your PayPal API Signature settings under API Access. This value is a 56-character code, and is case-sensitive.

PayPal Mode
Which PayPal API system should be used for processing?
Choices:
For choice #1, you need to supply API Settings above.

1. PayPal = Express Checkout with a regular PayPal account
   or
   for choices 2 & 3 you need to supply PAYFLOW settings, below (and have a Payflow account)
2. Payflow-UK = Website Payments Pro UK Payflow Edition
3. Payflow-US = Payflow Pro Gateway only

PayPal
Payflow-UK
Payflow-US

Live or Sandbox
Live: Used to process Live transactions
Sandbox: For developers and testing

live
sandbox

Debug Mode
Would you like to enable debug mode? A complete detailed log of failed transactions will be emailed to the store owner.

Off
Alerts Only
Log File
Log and Email

mc12345678 thank you, so you are suggesting I undo the standard paypal set up and move to express correct? So I can install express by myself and it will be okay? I don't need someone to handle it for me? Then you said for me to contact paypal by phone and talk to them about what is going on with my website concerning paypal correct? I am sorry if I sound dumb I just am very new to this and am not getting any help from the lady that set up my website and I don't want to mess anything up, thank, Kelly

kellyjoe:

mc12345678 thank you, so you are suggesting I undo the standard paypal set up and move to express correct? So I can install express by myself and it will be okay? I don't need someone to handle it for me? Then you said for me to contact paypal by phone and talk to them about what is going on with my website concerning paypal correct? I am sorry if I sound dumb I just am very new to this and am not getting any help from the lady that set up my website and I don't want to mess anything up, thank, Kelly
It is a requirement in ZC that only one or the other be active, not both. So yes suggesting to deactivate PayPal standard and activate PayPal express, eventually.

You do not want to stop collecting payments, so you want to prepare yourself for the transition (i.e. Be smarter than the computer). I suggest talking to PayPal because they took a perfectly easy setup process and buried it, and made the menu options inconsistent. The very least they could do is guide you through their menus to gather the information requested above. By-the-way, if I remember correctly, it could take 24 hours for some of the information to be provided. It is because of things like that, you don't want to shoot yourself in the foot.

Also, everyone started somewhere. Important that you seek the help needed (after healthy research) and get the problem(s) resolved. Then find ways to help those with the same or similar issues or where you can. :)

Oh.... And BACKUP!!!

backup your database and backup your store files... You do this and when a mistake is made, voilà restore. But (more for playing with new code) it is also suggested that changes be tested on a development server. I'm trying to guide you to the information needed to do this on your own, yes, there is a faq about PayPal setup, but at last check it was like 10,000 foot level type of instruction. I've seen someone post specific instruction on how and where to click under he new PayPal design, but I don't recall where...

Okay thank you, I will do more research, I contacted paypal the other day and this morning and will call them tomorrow. I really need to get this website flowing, my customers are commenting that they are waiting for the email from me with the attachments , well mostly the ladies that orders do not go through and for some reason the paypal receipt does not even have a breakdown of what they buy so I can not see from that and send them to their email address before they notice their is a problem I have to ask them what they ordered and most are like, hmmmm, let me think so this is also an issue and I know there has to be a way that paypal's receipt when I go into paypal has the breakdown of what they ordered, I hope I can figure that out too LOL, thank you.

If when you log into uur admin and goto modules->order Totals, what items of the list have a green dot on the right and what is the sort order for each of those items?

Ideally, if the sub-total is active then the list of items ordered also shows up on the paypal receipt. At least that is something seen in another's store.

As to the other things: how you respond (plan to respond) to the issues defines how you will operate your business and the satisfaction of your customers... Businesses have occasonal problems, if they happen all the time, go unaddressed, or are poorly resolved, then that will be noticed and may have an effect on future busness (could also have zero effect depending on several factors)... Anyways, you have options, you could temporarly stop taking paypal payments, you could work to make the switch now, you could find someone else in whom you are willing to put your trust to 1) make the change, and 2) not compromise the security of your account, etc...., you could setup any number of "tracking" systems to at least try to stay up with what is going on, or (and not necessarly last) setup your plan forward and follow it...

Some of the above can be "scary" but it is all things to consider when operating an ecommerce site... Truth be told, once you get this hammered out, it is suggested that you basically duplicate your site to someplace where if you want to try to add/change/improve things you can do so without affecting your money maker. :) yes it is sort of like doing the work twice, but you become twice as proficient right? Twice as confident, but at least you don't lose out on the visits and purchases of what was probably a silly mistake...

Anyways, best wishes to you. DO ask questions, but also don't be surprised/upset if advised that the answer is already at another location... :)