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freddyk

Customer Receipt Emails and Virtual Products

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Hi

 

My Prestashop installation is not sending receipts to customers. All other email is working.

 

I went to the 'advanced parameters' section and sent a test email and it works.

 

I then activated the 'Mail Alerts' module and that is working. When I run a test purchase through PayPal I received an email from the 'Mail Alerts' module telling me that I just made a sale.

 

The problem is that the customer never received an email. Also my product is 'virtual' so I need the customer to receive an email with a download link.

 

Does anyone have any ideas? Do I need to install an additional module to enable customer email receipts?

 

Thanks

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I still have not solved the problem. I might have to find a different solution. It is too bad though because PrestaShop had so much going for it.

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Thanks for your help elpatron. Your post is the first I have heard about this feature.

 

Here is what my status screen looks like. Could it be that with virtual products that I need to enable the email on delivery option for customers?

 

options.png

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Just a little more information. I am trying to exclusively use PayPal. Once the payment is sent in to PayPal I want the customer to get an email which presumably will have the link to download the virtual product.

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another thing that happens alot with mail gone missing is if the email does not have the proper translation, it won't send anything...so make sure the email exists. for vitrual products --> download_product.html and download_product.txt

 

12.04.2012-17.48.47.png

http://screencast.com/t/8XE2XMbbA3bd

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Thanks elpatron! I am not sure yet but I'll bet that is it. My translations were all missing. It is because I was attempting to use my own custom theme based on the default theme. Apparently it is not as easy to create a custom theme as I thought.

 

I am now reverting to the default theme that has the translations available to see if the customer receipt emails are being sent.

 

Fred

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Thanks elpatron! I am not sure yet but I'll bet that is it. My translations were all missing. It is because I was attempting to use my own custom theme based on the default theme. Apparently it is not as easy to create a custom theme as I thought.

 

I am now reverting to the default theme that has the translations available to see if the customer receipt emails are being sent.

 

Fred

 

con much gusto (with much pleasure)

 

also Fred

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Still no luck. I removed my custom theme and reset the theme to the default. I verified that the html and text files for the english language files are in place. After running a couple test purchases through PayPal the customer got the appropriate notifications from PayPal but nothing from my store. My store did send my merchant email account an email notifying that a sale had been made but nothing to the customer.

 

The hunt continues...

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Could this be a hint. In the screenshot below it indicates 'No Delivery Slip' in the upper right hand corner. It seems to me that a delivery slip is exactly what I am looking for. Do you know where there is a setting that will generate an delivery slip email?

 

No-Delivery-Slip.png

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Hi freddyk,

 

I created a virutal product on a 1.5.2 native shop (no changes) running on my localhost. Tested purchase, and received proper email.

 

My guess is that you have modified something, and well to put it nicely broke it.

 

you can pm me your back office details and I can take a look at the product...

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I was starting to think that starting over may be the best idea. I will try a fresh install. Either way I will let this thread know how it goes.

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elpatron you were correct. I did a fresh install and it is working. I am stoked about the possibilities of this cart.

 

Thanks again for your help!

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Hi,

 

did you do a fresh install of the whole shop or only the paypal module?

no e-mail received yet when paid via paypal.

thanks

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I had to do the entire shop. There is probably a simpler solution but I could not find it.

 

The simple solution is stop modifying the native prestashop....:)

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Hi elpatron

 

you seem to have a 1.4.x version of the shop. I forgot to mention I'm using 1.5.2 at the moment. What kind of modifications would you suggest are causing the paypal problem? simple CSS styling? so far that is what i have done.

 

In my opinion this may be related to the paypal module (current module's version 3.4). The payment via credit card USING THE SAME MODULE doesn't have any issues. Other payment modules are working fine and all send the virtual product e-mail automagically.

 

So.. for those interested in finding a solution, If I pay with credit card or bank transfer using such options in the paypal payment process the virtual product e-mails do arrive as expected.... if a customer pays with paypal (using their own paypal account) the virtual product e-mail doesn't arrive.

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another thing that happens alot with mail gone missing is if the email does not have the proper translation, it won't send anything...so make sure the email exists. for vitrual products --> download_product.html and download_product.txt

 

12.04.2012-17.48.47.png

http://screencast.com/t/8XE2XMbbA3bd

 

I added translations, still it doesn't work.

I have to add, me as merchant, I can receive PS's email in english, prerfectly. My clients cannot.

That happens to EVERY order.

Edited by Puriom (see edit history)

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Hi,

 

All the e-mails arrive with all other forms of payment. That is: all e-mails including order-confirmation, payment accepted, virtual-product download, even the paypal payment service e-mail arrive. You can even change the status of the order and "accept the payment" after a bank transfer and all e-mails arrive. But if your customers pay using their paypal account the virtual product download e-mail does not arrive. Only that one. All other e-mails but virtual product download.

 

Please note that Paypal offers you to pay using 3 options: using your paypal account, bank withdrawal and credit/ debit card. (yes, in Germany I even get a local bank withdrawal option)

 

All options receive the virtual product mail except by using your Paypal Account.

 

the e-mail templates are there, the translations are there ( 0 missing )

 

My solution in the last 12 hours (since the first customer complained) is sending an e-mail to the "victims" asking to please log in to "My account" and click the link to the virtual product in their respective orders.

Edited by jpac (see edit history)

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for those with specific paypal issues, suggest that you open a similar thread and/or (strongly suggested) bug report on forge, especially if you are on 1.5. it's not a bug if there is no bug report.

 

I also strongly suggest if you are having similar problem to the OP but not exactly that you should open a new thread, for payapl, there is a specific forum, this will get the paypal experts looking at it. Adding on to someone elses thread is counter productive and really confuses anyone looking at it. So open your own thread in the proper forum area.

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freddyk.... before moving to the paypal forum, could you please mention the version of the paypal module you got working after your clean install of prestashop?

 

thanks in advance

 

jp

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I'm having exactly the same issue.

 

PrestaShop 1.5.3 Paypal module 3.4.1

 

Same problem and versions

 

ETA: It also does not send the email if the order is free (using a voucher).

Edited by fskrdla (see edit history)

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here is a solution for the missing virtual product e-mail:

 

http://www.prestasho...e__pid__1078506

 

it may not be linked to the paypal module but this solution fixes the issue. virtual product e-mails are sent again. No "clean" install required.... just update the file.

 

Thank you, jpac, for taking the time to post that solution! It worked for me.

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