Order emails sometimes not being sent/received

[@Peter]

Hi,

I know there's quite a lot of threads on here regarding problems with order notification emails not being received/sent, but our problem is that occasionally one is not received. We have it set so an email is sent for every order, not just one since they were last downloaded, and perhaps 1-in-10 or 1-in-12 on average don't come through. Since most work, our settings are set correctly.

I know a workaround is to check Actinic every-so-often anyway, but emails come in on a different computer and we're busy enough with a shop to run as it is! Plus we like to pass orders on to our packers as soon as possible to make sure they get sent out the same day. Therefore we'd like to try to find a proper answer. Could Actinic be at fault, or is it more likely to be the website host? We don't appear to have any issues sending/receiving any other emails.

Any suggestions gratefully received!

Thanks.

[Darren B]

There is no one answer, i dont see how emails effect the running of your business, if you rely on them for your orders your asking for trouble. Down load orders using mole ends tools to do this automatically

The biggest reason people dont get emails is because they close their browser before being bounced back to your shop. Paypal is the worst for this.

Web host can also cause problems with emails not being delivered

Internet problems in general, problems with mx records, dns servers e.t.c

there are 1000 of pieces of equipment and unfortunately this is not an perfect world and things dont work.

D

[@Peter]

Emails can effect the running of our business if customers are not being sent order confirmations, as this is simply good customer service as it prevents them wondering if the order has definitely been placed or not. Very few, if any, online shops don't send emails after placing an order. I bet all your online shops do.

I have tested this a number of times, with and without closing the browser before being bounced back back to the shop, and on those occasions I do get the email. Therefore it doesn't seem related to closing the browser.

This happens only with Actinic orders, so I still think it is an issue with Actinic somewhere, and not the internet in general.

Anyone else have any more helpful ideas?

Thanks.

[RuralWeb]

No need to get stroppy with the "helpfull answer" routine it only pisses people off.

I was tempted to solve this issue for you but now I wont bother.

[pinbrook]

We have it set so an email is sent for every order, not just one since they were last downloaded

you are talking about 2 different emails here, the order confirmation to customers is send for every order, the email to yourself saying there are orders to download only is sent once after downloading.

if your customers aren't receiving the odd confirmation email then its more likely to be spam filters, if its you not receiving the copy of the order confirmation sent to customers then it could be any of the reasons that darren suggests plus more.

The only thing i'd put my money on it not being is an issue with Actinic software

[Darren B]

perhaps you should learn how actinic emails the order confirmation then you can perhaps decide yourself why it fails sometimes, obviously me explaining the problems encoutered by every internet company in the world dont apply to you and you would be unique

[NicolaUK]

I'm always amazed by how many customers manage to enter invalid email addresses - lets not go anywhere near correct postal addresses, esp Euro folk

[RuralWeb]

I've seem lots of false ones put in because they don't want to be spammed and then complain that they were not kept informed about thier order - idiots

[@Peter]

No need to get stroppy with the "helpfull answer" routine it only pisses people off.

My apologies if I offended anyone, especially Darren - that wasn't intentional. It was a slip of the space bar resulting in "any more" instead of anymore, ie any other helpful ideas. I am grateful for any suggestions and help.

This particular issue involves us not receiving the individual order confirmation emails, and also the "new order available" notification isn't received as well if it coincides with an order confirmation not received (does that make sense?). The order confirmation email is also not listed as sent in the order details after downloading into Actinic. That is what is making me think it is possibly Actinic in some way, but I am not closed to other possibilities.

Email addresses are correct, and the messages are going to two different email addresses that are both on the same ISP as the Actinic site. I am now trying a completely different email address as well to see if that's any different.

Once again, sorry about the earlier post, and thank you to all you offer advice.

[RuralWeb]

Is your ISP BT by any chance

[@Peter]

Is your ISP BT by any chance

No, it's hosted by ClaraNet.

[RuralWeb]

Your ISP is not your host - who do you get your internet connection from or does your host supply that as well

[@Peter]

My mistake - thought the host was what you meant as they're the one sending the email. Actually BT is one ISP, but order receipts also downloaded on a Demon Internet connection. All other email to the same email addresses is sent and received OK.

[Mike Hughes]

Your error log is full of entries like this:

Program = ORDERSCR, Program version = 507 , HTTP Server = Apache/1.3.33 (Unix) mod_clara, Return code = 999 , Date and Time = 2008/04/01 13:38, Internal Errors = Error returned from SMTP server (7: cgi04-ch.uk.clara.net Unexpected failure, please try later - closing connection.
)

I suggest you get on to clara and ask them what the error means.

Mike

[pinbrook]

also make sure you are using claranet SMTP within network settings and have an on domain email address within business settings