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Order Notification not being sent. Rate Topic   - - - - -

 
  • mindyb
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Posted 04 October 2011 - 05:26 PM #1

I have been testing my shopping cart and have run into an issue.

When an order is placed and paid via credit card, no order confirmation email is sent to the customer. I have both boxes checked under "Order Statuses" for "Open" and "Processed". Notify customer & Notify orders department. It appears that no emails are being sent.

But when payment is made through Paypal, the Order confirmation email is sent with no problem.

I have searched the forum and tried to find an answer, but I can't find a resolution.

Thanks so much!

Mindy

 
  • pbannette
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Posted 04 October 2011 - 05:47 PM #2

Hi,
I had the opposite for months. All order notifications go out EXCEPT for PayPal Express orders. (Paypal standard is ok). CS-Cart tried to find out for a month why this happens and could not. They even added code to my site to capture what was happening. I even changed hosts and still problem exists. I just live with no order confirmation for PayPal express orders. The only way I know I have an order is the email from PayPal and the supplier notification to myself. The customer does not get a cs-cart invoice either. Hope you can find an answer to your problem...may help me! I will be putting in a ticket again after upgrading my cart from 2.1.3.
Bob

Version CS-Cart 4.3.5


 
  • nexgraphics
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Posted 06 October 2011 - 05:41 AM #3

This same EXACT problem is happening to me. I checked off NOTIFY under all statuses, configured the smtp correctly, no order confirmations are being emailed out. PLEASE HELP!!!!! THANKS!

 
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Posted 06 October 2011 - 08:59 AM #4

Hello!

Thank you for your messages.

We are sorry to hear that you experience such a problem.

The problem requires the investigation on your server. Please contact us via Customer Help Desk and provide temporary access to your server.

---
Anastasiya Kozlova
CS-Cart Support Team

Sincerely yours, CS-Cart Support Team

 

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  • pbannette
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Posted 06 October 2011 - 12:10 PM #5

Hello!

Thank you for your messages.

We are sorry to hear that you experience such a problem.

The problem requires the investigation on your server. Please contact us via Customer Help Desk and provide temporary access to your server.

---
Anastasiya Kozlova
CS-Cart Support Team

Anastasiya,
Please help Mindy first. My problem, which was never solved is open ticket: ID: #417938 (March 2011). You worked on this. You had access to my server. Similar to Mindy's problem, only with a different processor: PayPal Express, no notifications to me or customer. PayPal Standard, Amazon Payments, Credit Card, payment by check all work as expected. Thanks

Version CS-Cart 4.3.5


 
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Posted 07 October 2011 - 11:52 AM #6

Hello pbannette,

Thank you for the reply.

We are glad to help everyone who experiences this problem, however we need to investigate it on the server first. So, everyone feel free to contact us via Customer Help Desk and provide temporary access to your server if you experience this issue.

As regards your problem specifically, I checked your communication with our technical support engineer and noticed that the last thing we implemented on your server was a debug code that should help us find a cause of the problem, and we asked you to let us know when a new order from PayPal is received in your store so that we can check appropriate logs. However, unfortunately, we did not get a reply in this ticket. So if you still experience this problem, please contact us via Customer Help Desk so that we can continue to investigate the problem on your server.

---
Pavel Zyukin
CS-Cart Support team

Sincerely yours, CS-Cart Support Team

 

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  • pbannette
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Posted 07 October 2011 - 12:33 PM #7

Hello pbannette,

Thank you for the reply.

We are glad to help everyone who experiences this problem, however we need to investigate it on the server first. So, everyone feel free to contact us via Customer Help Desk and provide temporary access to your server if you experience this issue.

As regards your problem specifically, I checked your communication with our technical support engineer and noticed that the last thing we implemented on your server was a debug code that should help us find a cause of the problem, and we asked you to let us know when a new order from PayPal is received in your store so that we can check appropriate logs. However, unfortunately, we did not get a reply in this ticket. So if you still experience this problem, please contact us via Customer Help Desk so that we can continue to investigate the problem on your server.

---
Pavel Zyukin
CS-Cart Support team

Hi,
Thank you for your response.
I did send you several examples a while ago, maybe via email. I think you updated your tracking after I sent examples.
I updated my ticket with 5 more recent ones. All PayPal Express orders do not send notifications to me or customer. Maybe the code you used for me will be applicable for Mindy. Help Mindy first.
Thanks,
Bob

Version CS-Cart 4.3.5


 
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Posted 07 October 2011 - 01:07 PM #8

Hello Bob,

Thank you for the reply.

We have received your message in the appropriate ticket. Our technical support engineer will contact you at the first opportunity.

As regards helping Mindy regarding this problem, we need to investigate it on her server first before suggesting some code changes. So we will wait until she posts a request via Customer Help Desk.

Thank you for understanding.

---
Pavel Zyukin.
CS-Cart Support team

Sincerely yours, CS-Cart Support Team

 

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  • mifzal
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Posted 03 December 2011 - 04:00 AM #9

Even I am having the same issue. When customers place orders, they are not getting any "ORDER CONFIRMATION" alerts to their email. However, when I click on CANCEL, COMPLETE, PROCESSED buttons on my admin panel, those alerts are sent. What could be the reason? I am not using any payment gateways, it just only COD option.

 

Posted 15 December 2011 - 06:56 PM #10

How do you know if the order notification was sent? Is there a place those emails are stored. I just got my first order and have no ideas if the supplier received it.

 

Posted 24 December 2011 - 06:36 AM #11

Even I am having the same issue. When customers place orders, they are not getting any "ORDER CONFIRMATION" alerts to their email. However, when I click on CANCEL, COMPLETE, PROCESSED buttons on my admin panel, those alerts are sent. What could be the reason? I am not using any payment gateways, it just only COD option.

Yes, this happens for me as well; Customer receives notifications of changes to their order, but no 'thank you for your order', and I receive nothing at all as shop owner to my Gmail account setup as Order Department under Settings: Company. I have setup as:
sendmail, smtp.gmail.com, SMTP Auth enabled, /usr/sbin/sendmail

 
  • tbirnseth
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Posted 24 December 2011 - 07:39 PM #12

What is described as the Company config doesn't make sense, but if you're receiving mail from anywhere, the config is working.
Go to Orders/Order statuses and ensure that you have the "Noifiy customer' checkbox checked.

EZ Merchant Solutions: Custom (USA based) B2B Development, Consulting, Development and Special Projects (get a quote here).
Commercial addons, payment methods and modifications to meet your business and operations needs.


 
  • mifzal
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Posted 06 February 2012 - 10:42 AM #13

I have an issue again. All this time, my notifications were sent to customers as well as store owner. Now, I don't see mails being delivered that is if it is yahoo account. For gmail, all the mails are sent and delivered. What could be the issue?

 
  • tbirnseth
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Posted 06 February 2012 - 09:49 PM #14

Your mail is being seen as spam by Yahoo. If you are not using SMTP as your mail method, then this is the likely cause. If you are, contact whomever manages your SMTP server and have them add "domain keys" to your configuration.

EZ Merchant Solutions: Custom (USA based) B2B Development, Consulting, Development and Special Projects (get a quote here).
Commercial addons, payment methods and modifications to meet your business and operations needs.


 
  • kaz
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Posted 09 February 2012 - 08:58 PM #15

Did any one find a solution to Mindy's problem?

Original Post:
-----------------------------------
When an order is placed and paid via credit card, no order confirmation email is sent to the customer. I have both boxes checked under "Order Statuses" for "Open" and "Processed". Notify customer & Notify orders department. It appears that no emails are being sent.

But when payment is made through Paypal, the Order confirmation email is sent with no problem.

I have searched the forum and tried to find an answer, but I can't find a resolution.

--------------------------------

I am having the same problem since I upgraded from version 2.1.2 to 2.2.4

Did the Cs cart team find a solution?
www.techgems.co.uk

 
  • tbirnseth
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Posted 10 February 2012 - 05:12 AM #16

Double check the order statuses even if you've checked them before. There was an upgrade bug back in the 2.1 time frame that sometimes caused the order status notifications to be cleared.

But it makes no sense at all that CC payments don't work and Paypal does. What is the status of the orders for the CC payments when you first see them in Admin?

EZ Merchant Solutions: Custom (USA based) B2B Development, Consulting, Development and Special Projects (get a quote here).
Commercial addons, payment methods and modifications to meet your business and operations needs.


 
  • kaz
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Posted 12 February 2012 - 01:15 AM #17

Hi tbirnseth

No Invoice gets sent to the customer or the merchant.

When you go to the status within admin panel it says "Incomplete Order" it should say "Payment Processed" but it doesn't.

The payment would go through but I have to manually change the status of the order.

Back in 2.1.2 it would do it automatically.

I asked the CS Cart team about this and they want me to pay a fee because they don't support my payment provider - this is ridiculous because I'm not the only person having these issues.
www.techgems.co.uk

 
  • pbannette
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Posted 12 February 2012 - 01:04 PM #18

Hi, If you look at the order, and/or admin logs, does it say the order was cancelled? I had a problem with cresecure a while back and all of a sudden, the credit card orders were cancelled and the order status was incomplete. Was the order processed on the processors side. Do you get the funds?

Also, tbirnseth,
You said

But it makes no sense at all that CC payments don't work and Paypal does. What is the status of the orders for the CC payments when you first see them in Admin?

It does not make sens. All my payment methods, except PayPal Express, sends me and the customer a notice. I mentioned this earlier in the post. I stopped pursuing this and am waiting until I upgrade to see what happens.
Bob

Version CS-Cart 4.3.5


 
  • kaz
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Posted 12 February 2012 - 02:21 PM #19

No it does NOT say it was Cancelled.

The order status says the order is INCOMPLETE.

I don't get an invoice email nor does the customer.

There must be someone out there who had this problem and has solved it.
www.techgems.co.uk

 
  • tbirnseth
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Posted 12 February 2012 - 07:56 PM #20

The problem is not with it not sending mail, the problem is that your payment provider interface is not working properly to confirm SUCCESS of the payment. That's why the order is in Incomplete status.

If you are not using a cs-cart distributed payment provider then I think they are well within their bounds to charge you an hourly rate to investigate a problem that they did not create (any developer would other than the one you bought the module from). I think you'll find that all payment providers they distribute do indeed work. Hence the issue must be with what/who did the payment provider interface as it relates to the version of cs-cart you are running.

EZ Merchant Solutions: Custom (USA based) B2B Development, Consulting, Development and Special Projects (get a quote here).
Commercial addons, payment methods and modifications to meet your business and operations needs.