e-Store – not registering new customer or sending download emails

[sixtyorb]

I launched a new product yesterday and had a huge increase in the number of sales. I’m having issues with some, not all of the customers not receiving their download email links. I will receive notification of payment from PayPal, but I will not receive notification from the eStore showing the email that should have been sent out to the customer with their download link. This only happens on a few of the transactions. It seems to happen when a couple transactions are made at the same time. One customer will get their links and another won’t. The customers who do not get the email with links are also NOT placed in my customer database. I did look at the debug log and find that the ones who are not getting their links have a debug log such as this:

[04/12/2012 11:01 PM] – SUCCESS :Paypal Class Initiated by 66.211.170.66

[04/12/2012 11:01 PM] – SUCCESS :Post string :[redacted]

[04/12/2012 11:01 PM] – SUCCESS :Connection to http://www.paypal.com successfuly completed.

[04/12/2012 11:01 PM] – SUCCESS :IPN successfully verified.

[04/12/2012 11:01 PM] – SUCCESS :Creating product Information to send.

[04/12/2012 11:01 PM] – SUCCESS :Seller Paypal Email Address is Valid: xxx@michellekanephotography.com

[04/12/2012 11:01 PM] – FAILURE :Funds have not been cleared yet. Product(s) will be delivered when the funds clear!

[04/12/2012 11:01 PM] – FAILURE :IPN product validation failed.

[04/12/2012 11:01 PM] – SUCCESS :Paypal class finished.

The IPN product validation is failing.

What am I to do to fix this issue? I cannot keep sending manual emails with download links to all these customers.

[admin]

The following line is the issue (your PayPal account is not setup to clear funds instantly):

[04/12/2012 11:01 PM] – FAILURE :Funds have not been cleared yet. Product(s) will be delivered when the funds clear!

As soon as you fix your PayPal merchant account to clear funds automatically it will start to work. This post will assist you:

https://support.tipsandtricks-hq.com/forums/topic/reasons-for-a-pending-paypal-payment

[sixtyorb]

Actually, I copied and pasted one of the wrong bug reports. I understand about uncleared funds through PayPal. They use a debit card and the funds don’t clear immediately… the store waits for funds to clear, then sends out the download link. That is NOT the case for what is happening on my eStore. The sales that are not resulting in a download link from the eStore are not even showing up as sales at all through the eStore. For example, Joe Shmo makes a purchase. I receive an email receipt from PayPal saying that Joe Shmo just bought xxx product. However, the eStore doesn’t even list Joe Shmo as a customer in the customer database. He’s simply not there. This is happening haphazardly. One moment 3 transactions will go through all at once and the eStore will generate the customers in the customer database and send out links. Then another sale or two will go through and one customer will get links and the other customer will not even be registered. I have NO filters set on my PayPal account to stop or impede sales for such things as country monitor, unconfirmed addresses, etc. The only sales that do not go through immediately are the debit card payments, which 2-3 days later do clear and the eStore is taking care of those just fine. Again, some customers are just randomly not being added as customers and sales on the eStore and they are regular payments with no restrictions on PayPal. I really need this fixed immediately, as sending out manual links and giving my customers the appearance of not having a functioning store that automatically sends them their links is a real liability.

[admin]

It may seem random to you but eStore won’t randomly do anything. The only reason for a transaction to not get recorded would be when eStore receives an *unusual* payment data. Only debug data will tell us what exactly happened with that payment which will explain why eStore didn’t process that payment data. So keep your debug enabled and when this happens, share the content of the debug file for that purchase (there will be one entry for that purchase in the debug file) and I will analyze it and be able to tell you exactly why it happened.

[sixtyorb]

Can I email you my estore login info so you can look at the bug report? I’m not sure how much or which part of the debug report to paste here. There are customers that I don’t even see on the bug report from just this morning that purchased. Also, one that purchased today, there was a failure notice saying that the funds did not clear through PayPal, however, the funds surely did clear immediately through PP and I received notice of the sale through email from PP. I have a mail chimp newsletter set up to automatically register the customer for the newsletter upon each free download and each purchase. Could this be messing with the download links?

[sixtyorb]

Here is some of the report from just this morning. Three sales, none received a download link email. The following customers did have payments go through PP immediately, with no hold on their payment for use of a debit card: lelajohnson@live.com, heatherstockett@yahoo.com and topdawg7051@aol.com, yet none received a download link email. I see one of these sales in the debug report says the payment didn’t clear through PayPal, yet from my records from PayPal, they surely did clear.

[04/23/2012 3:43 PM] – SUCCESS :Processing PayPal PDT…

[04/23/2012 3:43 PM] – FAILURE :The fund did not clear. Product will be delivered via email when the fund clears!

[04/23/2012 3:43 PM] – SUCCESS :Generating download link for single file.

[04/23/2012 3:46 PM] – SUCCESS :Generating download link for single file.

[04/23/2012 3:46 PM] – SUCCESS :Performing item specific autoresponder signup if specified.

[04/23/2012 3:46 PM] – SUCCESS :Performing global autoresponder signup if specified.

[04/23/2012 3:46 PM] – SUCCESS :Mailchimp integration is being used.

[04/23/2012 3:46 PM] – SUCCESS :Creating a new API object using the API Key specified in the settings

[04/23/2012 3:46 PM] – SUCCESS :Found a match for the list name on MailChimp. List ID :9dad518dc0

[04/23/2012 3:46 PM] – SUCCESS :List ID to subscribe to:9dad518dc0

[04/23/2012 3:46 PM] – SUCCESS :Subscribing to MailChimp without double opt-in… Name: Kasidee Karsten Email: kkarsten02@gmail.com

[04/23/2012 3:46 PM] – FAILURE :Unable to load listSubscribe()!

[04/23/2012 3:46 PM] – FAILURE : Code=214

[04/23/2012 3:46 PM] – FAILURE : Msg=kkarsten02@gmail.com is already subscribed to list Michelle Kane Photography Newsletter. Click here to update your profile.

[04/23/2012 3:46 PM] – SUCCESS :MailChimp list to signup to:Michelle Kane Photography Newsletter

[04/23/2012 3:46 PM] – SUCCESS :MailChimp global list signup operation performed. Return value is:

[04/23/2012 3:47 PM] – SUCCESS :Generating download link for single file.

[04/23/2012 3:53 PM] – SUCCESS :Generating download link for single file.

[sixtyorb]

And as a side note, I know the download link emails are not getting caught in spam on the above 3 customers, as I did not receive the emails from the estore telling me that they made a purchase and displaying the email that the customers should have received.

[admin]

Please share the debug content from the “ipn_handle_debug.log” file for the 3 above mentioned sales/customers which will tell us what happened. Are you using subscription products?

[dangermoose]

Hi there, sorry to jump on your thread sixtyorb.

I just wanted to mention I have a very similar problem. Some emails go through fine and some never get there although all customers so far (I’m still testing the site so not live customers) are added to the customers list in the admin.

I’ll get a ‘SUCCESS:Product Email successfully sent to joeschmo@email.com’ but the email never arrives. I do receive the ‘Seller’ notification email. It seems hit and miss, sometimes using a yahoo account it will work, sometimes not. Our site is due to go live soon and my client is getting anxious.

Did you have any luck with your problem?

[admin]

@dangermoose, This post will help:

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

[sixtyorb]

dangermoose,

I haven’t been experiencing those issues lately, but my web guru guy did something to fix something in my server that I’m not aware of the details. I’m sorry I can’t offer an exact fix for you. I see the admin linked to a page that might help you out. All the best!

[dangermoose]

Many thanks admin & sixtyorb,

I’m waiting for my client to report back from her testing but all recent tests I have done were ok. I stripped out some text from the ‘buyer email’ and the emails are coming through ok now – not sure this was the fix as I’ve been tinkering with it for a couple of days now and its sometimes hard to know what it was that worked!

[Author]

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