WP eStore – Buyer not receiving email after purchasing digital product

[kathrine]

Hello, I’m selling an ebook on my website and the checkout process is smooth up until the confirmation email. I have configured the email settings in the WP eStore plugin on WordPress, and I have checked the ‘use wordpress mailing system’.

I am using the latest version of WordPress and the WP eStore plugin. You can walk through the transaction process via this link: passionforplantss.com/passion-for-plants-the-cookbook/

But this problem only appears after purchasing the ebook.

I also have the box checked to ‘send emails to buyer after purchase’ in the purchase confirmation email settings.

I will take any suggestions and advice please! I really want my buyers to have a smooth checkout process.

Thank you!

[wzp]

“What exactly,” is the problem?

And do you have any debug logs available?

https://support.tipsandtricks-hq.com/forums/topic/how-and-when-to-enable-debug-and-what-does-it-do

[admin]

Lets make sure the plugin is receiving the payment notification (IPN) from PayPal. Please do the following:

https://support.tipsandtricks-hq.com/forums/topic/how-and-when-to-enable-debug-and-what-does-it-do

[kathrine]

Hi Admin,

Pardon me for not properly explaining the problem earlier: Once you purchase the ebook, there is no confirmation email being sent.

I tried enabling debug and running a test transaction to see what happens, but when debug was enabled the transaction didn’t go through at all. Paypal comes up with a ‘Things don’t appear to be working right now. Please try again later.’ message.

This message now appears with every transaction, regardless of the discount code or not. The transactions were going through before, but my problem was that the confirmation email was not being sent. Now customers cannot process a transaction at all.

Any solutions for this? I would really like to resolve this ASAP so customers can purchase my product.

Thank you!

[admin]

The following message has nothing to do with enabling debug option. The debug option simply writes some data to a log file AFTER a transaction (it doens’t do anything else).

‘Things don’t appear to be working right now. Please try again later.’

That PayPal message usually happens for one of the following:

1) Some values passed to PayPal is confusing them (if incorrect amount or other incorrect values were configured in the product that is confusing paypal)

2) The paypal cookie in the browser gets stuck sometime and it produces that error. This is a PayPal issue.

I just clicked on your add to cart button then clicked the checkout button, it worked for me correctly. So the issue #2 is what is happening in my opinion.

Please delete all your cookies from the browser then try again. Alternatively, use a different browser or a computer just to test.

[clearscopedesign]

Our customers do not seem to be receiving the confirmation email when purchasing a digital product.

However, we have installed the ‘Re-Download Form’ add-on and when that form is submitted, the ‘re-download’ email is properly sent.

Can you please help sort out why the customer email is not being sent upon purchase?

[wzp]

Please turn on the debug logs and do a test purchase. Key things to look for in the debug log are if the IPN is orioerly processed and if the plugin claims the email was sent.

[clearscopedesign]

Yes I have debug turned on.

In the ipn_handle_deub.log it does show ‘IPN successfully verified’ and it also shows ‘Notify Email successfully sent’ for both the customer and merchant. But those emails never arrive in either location.

We use the WP Mail SMTP plugin on the site, but I have tested even with that plugin disabled and the same results occur.

[wzp]

In the ipn_handle_deub.log it does show ‘IPN successfully verified’ and it also shows ‘Notify Email successfully sent’ for both the customer and merchant. But those emails never arrive in either location.

If the logs say the emails were sent; it means the plugin submitted the emails to be sent, and no errors were returned.

• Have you verified this missing email condition yourself, using an email address that you control?

   

• Have the customers checked their spam folders? If all your email template says is…

  ‘

  Here are your download links:

  {product_link}

  ‘

  There is a good chance it will be marked as spam.

   

[clearscopedesign]

Yes, I have tested multiple times using an email address that I control.

No, the emails are not going to spam.

Please help, this is a major problem for us as no customers are receiving their digital products because the emails are not being sent.

[admin]

As always, email issues are completely external to our plugin. It’s an issue with your mail server of the hosting. You need to ask your hosting provider as to why the email are not getting sent our from the mail server correctly (or why it is not getting delivered).

[clearscopedesign]

In case anyone else runs into this same problem – it seems that the issues we were experiencing were due to something on the WP Mail SMTP plugin end. Even with that plugin disabled, however, the issues still occurred – so perhaps having it installed at all was causing the problems.

The solution: we switched things over to the Easy WP SMTP plugin and everything is resolved and working properly now.

Thank you eStore Team for your support!!!

[Author]

Posts