Client doesn't get download notification

[jorgfoto]

I am trying to figure this one out. A client makes a transaction and we both get notification that payment has been received but the client doesn’t get the product sale page with the download link….I do get this notification however.

Any directions I might be able to take on this?

Happened with two clients…

Les

[Ivy]

Hi, Do they get the email with the links? If they are getting the email with the links, but no download links on the thank you page then you most likely have auto redirect turned on in your PayPal settings.

If they are not getting the email with the links please run a test transaction with the debug turned on. You can read more about this here: https://support.tipsandtricks-hq.com/forums/topic/how-and-when-to-enable-debug-and-what-does-it-do

Please let me know how it goes.

Cheers,

Ivy

[jorgfoto]

No they do not get the emails with the links. I will check Pay pal and then turn on debug and see what’s up. thanks!

Les

[Ivy]

Hi, Please let me know if you need help reading the debug file. If the file is empty after the test transaction please see the following post:

https://support.tipsandtricks-hq.com/forums/topic/what-to-do-if-the-debug-file-is-empty

Let me know how it goes.

Cheers,

Ivy

[Michael DeLuca]

Hi Ivy and jorgfoto,

This same thing is happening on our site, [http://weightlessbooks.com]. It doesn’t happen with every customer–on some orders the email is delivered with the download link. I have already turned on debug and worked it out so the log file is actually written to, so I can provide some actual data. Here below is what was written to the log for an order wherein both we and the customer got both the payment confirmation from paypal and the download link email from wordpress, but the download link email just had a blank line where the download link should have been.

[admin deleted debug information]

As you can see, the log doesn’t show a download link either. Yet when I try to replicate this result by placing a test order for the same ebook, I get the download link just fine. This same thing has happened to this customer on two different ebooks and to several other customers as well–though I only managed to get the debug log working in time for this one, so this is all the data I have so far.

Any thoughts? Could it be that the Yahoo mailservers are stripping out the encrypted link?

[amin007]

Very weird… seems like the digital product variation has not been configured properly. Are you using the “Digital Product Variation” and does it only happen for the products with digital product variation?

[Michael DeLuca]

Yes we are using the digital product variation, and yes….I think it only happens for products using the digital product variation.

Would it help if I pasted in here the data I put in the digital product variation field for one of the products that has produced this error? I guess it is somewhat sensitive info, so you’ll have to delete it again…

[admin deleted this section]

Hmm, I can already see here that one of the product URLs is lacking the “www”. Could that make a difference?

[Ivy]

Hi Michael, We tested the variation you posted and everything worked fine with it. We will need to look into this a little more so I will send you an email with the site access form.

If you have any questions please let me know.

Cheers,

Ivy

[yael]

Hi

i have the same problem. 30% of my clients didn’t receive the email with download

on the debug it’s write they received it

It’s really not confortable to receive each week emails of clients that said they have paid and didn’t receive nothing

here is the bebug if you need something else

[01/18/2013 10:35 AM] – SUCCESS :Paypal Class Initiated by 173.0.81.1

[01/18/2013 10:35 AM] – SUCCESS :Post string :[redacted]

[01/18/2013 10:35 AM] – SUCCESS :Connection to http://www.paypal.com successfuly completed.

[01/18/2013 10:35 AM] – SUCCESS :IPN successfully verified.

[01/18/2013 10:35 AM] – SUCCESS :Creating product Information to send.

[01/18/2013 10:35 AM] – SUCCESS :Transaction Type: Buy Now/Subscribe

[01/18/2013 10:35 AM] – SUCCESS :Item Number: 1

[01/18/2013 10:35 AM] – SUCCESS :Item Name: Formation Facebook pour les professionnels

[01/18/2013 10:35 AM] – SUCCESS :Item Quantity: 1

[01/18/2013 10:35 AM] – SUCCESS :Item Price: 69.00

[01/18/2013 10:35 AM] – SUCCESS :Item Shipping:

[01/18/2013 10:35 AM] – SUCCESS :Item Currency: EUR

[01/18/2013 10:35 AM] – SUCCESS :Download Link : [redacted]

[01/18/2013 10:35 AM] – SUCCESS :Incremental counter value for PayPal checkout: 102

[01/18/2013 10:35 AM] – SUCCESS :Product Email successfully sent to XXX my client

[01/18/2013 10:35 AM] – SUCCESS :Notify Email successfully sent to YYY@gmail.com.

[01/18/2013 10:35 AM] – SUCCESS :Updating Products, Customers, Coupons, Sales Database Tables with Sales Data.

[01/18/2013 10:35 AM] – SUCCESS :Products, Customers, Coupons, Sales Database Tables Updated.

[01/18/2013 10:35 AM] – SUCCESS :Updating Affiliate Database Table with Sales Data if Using the WP Affiliate Platform Plugin.

[01/18/2013 10:35 AM] – SUCCESS :Affiliate Commission may need to be tracked. See the “eStore_post_payment_debug.log” file for more details on commission calculation

[01/18/2013 10:35 AM] – SUCCESS :Paypal class finished.

[admin]

You basically have an issue that is outside this plugin. Remember the plugin only tells your server to send the email. Whole bunch of other things affect if that email will actually get delivered to the inbox.

Go through this post which will help you:

https://support.tipsandtricks-hq.com/forums/topic/not-receiving-emails-even-though-the-plugin-sent-the-email

[Author]

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