Buyer email not arriving – all others work OK

[TracyD]

Hi

I’ve tried everything I can, read loads of posts, been through checklists etc. etc. – but I’ve run out of all options now. The email to the buyer (with the links) just never arrives after Paypal purchase. It works fine on the squeeze page and admin function to send links. All other emails work fine.

Details:
WP eStore 8.3.9. Purchased last week
Payment Gateway Paypal
Test page Installed on: skillslocal.co.uk/products
Adding to cart and processing transaction works OK

Paypal email to seller (tracy@skillslocal.co.uk) works OK
Notification of purchase from eStore to seller works OK
Paypal email to buyer (peter@petergorry.me.uk) works OK
Site Thank You page works after leaving Paypal
eStore Notification of purchase to buyer (with the link) – never appears.

Squeeze page, entering peter@petergorry.me.uk as email works OK – links sent and work
Admin function – generate link and send to peter@petergorry.me.uk works OK – links sent and work

It’s only using the cart functionality that results in eStore link emailing failing.

The IPN log shows everything as SUCCESS (part shown below)
Product Email successfully sent to peter@petergorry.me.uk. FAILS email not received

The Squeeze page log is also shown below – this one works:
Email with the download link sent to: peter@petergorry.me.uk – WORKS email received

The site uses the WP Mail SMTP plugin to send email.

Please help! I’m willing to give you WP login details if it will help.

[08/01/2022 2:44 PM] – SUCCESS :Generating encrypted download link for this product.
[08/01/2022 2:44 PM] – SUCCESS :Download Link: [hidden]
[08/01/2022 2:44 PM] – SUCCESS :Incremental counter value for PayPal checkout: 1
[08/01/2022 2:44 PM] – SUCCESS :Applying filter – eStore_notification_email_body_filter
[08/01/2022 2:44 PM] – SUCCESS :About to send buyer notification email. From Email Address Value: Skills Local <tracy@skillslocal.co.uk>
[08/01/2022 2:44 PM] – SUCCESS :Product Email successfully sent to peter@petergorry.me.uk.
[08/01/2022 2:44 PM] – SUCCESS :Applying filter – eStore_seller_notification_email_body_filter
[08/01/2022 2:44 PM] – SUCCESS :Notify Email successfully sent to tracy@skillslocal.co.uk.
[08/01/2022 2:44 PM] – SUCCESS :Updating Products, Customers, Coupons, Sales Database Tables with Sales Data.
[08/01/2022 2:44 PM] – SUCCESS :Product ID: 3. Current available copies value: Sales count value: 0
[08/01/2022 2:44 PM] – SUCCESS :New available copies value: New sales count value: 1
[08/01/2022 2:44 PM] – SUCCESS :Products, Customers, Coupons, Sales Database Tables Updated.
[08/01/2022 2:44 PM] – SUCCESS :Updating Affiliate Database Table with Sales Data if Using the WP Affiliate Platform Plugin.
[08/01/2022 2:44 PM] – SUCCESS :Not using the WP Affiliate Platform plugin.
[08/01/2022 2:44 PM] – SUCCESS :Paypal class finished.

The Squeeze form log is

[07/28/2022 11:55 AM] – SUCCESS : Processing free download request for squeeze form submission…
[07/28/2022 11:55 AM] – SUCCESS : Decrypting product ID value: MQ==
[07/28/2022 11:55 AM] – SUCCESS : Received Data…[Name:Peter Gorry][Email:peter@petergorry.me.uk][Product ID:1][Product Name:Annual Goal Setting][ap_id:][IP Address:86.175.19.237]
[07/28/2022 11:55 AM] – SUCCESS : Squeeze form – applying email body filter
[07/28/2022 11:55 AM] – SUCCESS : Squeeze form admin notification email was sent to: tracy@skillslocal.co.uk
[07/28/2022 11:55 AM] – SUCCESS : Email with the download link sent to: peter@petergorry.me.uk
[07/28/2022 11:55 AM] – SUCCESS : Performing autoresponder signup if specified in the settings…
[07/28/2022 11:55 AM] – SUCCESS : Updating the customers database with the visitor details…
[07/28/2022 11:55 AM] – SUCCESS : Squeeze form task complete.

[wzp]

You did not make it clear, if the issue only occurs for that one buyer, or for others, as well.

If the log shows the product email as being successfully sent; then it was “sent.”

Check the email body template, to ensure that the mail tag for the download link(s) is there. Also, make sure the template does not “sound spammy.” Also, have the buyer check their spam folder.

[admin]

That particular buyer email body likely has some text or links that the mail server is not liking. Go to the “Email Settings” menu of the plugin and look at the notification email settings fields. Does the email body contain too any links/URLs? Are you using the default email subject or it has been customized?

What happens if you temporarily replace the email body content with a simple email (with just some plain text messages)?

You can also use the contact form on our site to get in touch. Then I will be able to request you for screenshot of the Email Settings menu.

[TracyD]

Thanks very much for the speedy replies. I’ve been working through suggestions.

I have tested buying with three different Paypal accounts/emails. The buyer email doesn’t arrive to any of them – it seems it never gets away from our site. We have checked for redirection to Spam on all three. Nothing there.

The email body is the default one unchanged – subject: Thank you for the purchase
Dear {first_name} {last_name}
Thank you for your purchase!
{product_details}
Any item(s) to be shipped will be processed as soon as possible, any digital item(s) can be downloaded using the encrypted links below.
{product_link}
Thanks

I’ve also tried removing the email tags – so just a plain text message – this also never appears.

I’ve now set up Paypal’s PDT feature and updated my Thank You page to display the transaction details and provide the download links (great video). This is working – so, at least I have a stop-gap solution until the email problem gets fixed.

I’ll now complete the contact form so I can upload screen pics if required.

thanks again – I really appreciate this!

[wzp]

Who is your hosting provider? Are you using their SMTP server for the outbound emails?

[TracyD]

test

[TracyD]

I have tried 3 times to upload a reply – hence the ons-word “test” post. I’ll do it in shorter sections:

Thanks again for the support – very much appreciated.

The WP site is hosted via cPanel at: http://www.webhosting.uk.com
This is a large London-based company with around 20 years history. You can find out more at http://www.webhosting.uk.com/kb/about/

Yes, the SMTP is the one attached to the skillslocal.co.uk domain. It is sited on a webhosting.uk.com server: rochford.redbackinternet.net

[TracyD]

Continued…

It is looking more and more likely that something is stopping the email leaving. A few years back the provider blocked the wp mail() function and told me to install the free WP Mail SMTP plugin with advice on some fields to fill in. I left everything else as default. This has worked flawlessly so far, but I wonder if there may be some setting that is interacting with WP eStore plugin. I don’t really have much knowledge about the SMTP redirect process and options.

As part of trying to narrow things down I changed the eStore (seller) Notification Email Address to: tracy@skillslocal.co.uk, peter@petergorry.me.uk. After the transaction tracy@skillslocal.co.uk received the email, peter@petergorry.me.uk did not. This hasn’t been a problem before – we have some Contact 7 forms that routinely send emails to two addresses like this.

I hope we are closing in on the answer now!

Tracy

[wzp]

A few years back the provider blocked the wp mail() function and told me to install the free WP Mail SMTP plugin…

I found an earlier thread, in which the user had similar issues.

WP eStore – Buyer not receiving email after purchasing digital product

The issue was resolved, when the user switched from the WP Mail SMTP plugin to the Easy WP SMTP plugin.

Easy WP SMTP – WordPress SMTP and Email Logs: Gmail, Office 365, Outlook, Custom SMTP, and more

[TracyD]

wzp

Thanks so much for that!

I deactivated WP Mail SMTP (version 3.2.0) which I’ve been using for some time.
I installed Easy WP SMTP (version 1.4.7) and everything is now working!!! I got the buyer notification email, and the seller notification email as a second address in that field. The email download link worked fine.

It’s clear that there is some sort of clash between WP Mail SMTP and eStore. Definitely something to be aware of for the future.

I’m so happy the problem is resolved – your support has been exemplary. I wish all companies gave this level of support. I will definitely recommend you to others in the future.

thanks again, Tracy

[thehomeschoolscientist.com]

I am using this code to deliver the download link after someone submits their email. Here is the code
<center>[wp_eStore_free_download_squeeze_form button_text=”SUBSCRIBE AND GET THIS RESOURCE” id=4 wp_estore_ssf id=112] </center>

This was working fine until 12 hours ago. Now, the integration to madmimi still works, but the email doesn’t get sent.
I did not change any other plugins.
This has worked fine for 4 years.
I reset the logs to see if I could see what was happening, I just get an access denied error.
I purchased the premium version, uninstalled the old version, installed the new version. Checked all the code to make sure it was there…and still no emails are sent.
Thanks,
Michelle

[admin]

Your hosting provider most likely updated some server configuration and/or software on the server which is impacting the email functionality. The following post is useful to get some understanding around the email issue in general:

Not Receiving Emails Even Though The Plugin Sent The Email

I also replied to your email so I can get details to check the setup.

[Author]

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