Order recieved and Order details emails not working

[3000rpm]

i have had setup for some time to get an email when we get an order and also to get a copy of the order emailed to us as we have both a retail shop and warehouse so i can keep look and see what orders are coming in and match them up against transactions etc from a remote location.

we had some problems with some of the emails not coming through mainly on paypal but not on worldpay.

now we are not recieving any email at all, i have checked the settings and they have not changed, the email address is the same and also the box is ticked to send copy to us.

any ideas?

thank you

dale summerton
3000rpm.com

[RuralWeb]

This is a common problem and one which I have never gotten to the bottom of. I have several sites set up the same and some work and others only work part time - I have played with everything for a couple of years now and its a complete mistery!.

What I can say is that it is NOT Actinic at fault its something else that comes and goes. Not much help but at least you are not the only one. Who is the site hosted with and who is your ISP.

[AndrewPK]

We have had an issue with this ourselves, if a customer uses paypal to pay this email often doesn't get sent to us.

I think it has something to do with the customer leaving your site during payment and going to the Paypal site, meaning they don't get to the last page of checkout which actually sends the email out,
we don't use worldpay but I seem to remember reading that worldpay automatically returns the customer to your site, where as Paypal customers have to click a link to return and many wont, they just think "I've paid now so I'm done"

[RuralWeb]

It can happen with all psp types I have found.

Chris - are the two emails triggered at different times (order confirmation and cc email) . This problem also occurs in V8.

[cdicken]

Chris - are the two emails triggered at different times (order confirmation and cc email) . This problem also occurs in V8.

Do you mean the customer receipt email and the copies of the receipt email? They are sent out by the same perl routine so they will be sent at the same time.

[RuralWeb]

Do you mean the customer receipt email and the copies of the receipt email

Yes they are the ones. The problem seems to be that the customer receipt email works ok but the receipt emails work intermitantly. I have several V7 and one V8 site that has the problem.

[TraceyHand]

I've noticed this a lot with Paypal in particular over the last couple of days.
It had been working most of the time but, notably this week, I'ev had NONE of my Paypal paid customer receipt copies at all. (edited to say I mean the merchant's copy of the customer's Actinic receipt..not the Paypal payment receipt)
Perhaps Paypal have been "tweaking" again?

[RuralWeb]

I'ev had NONE of my Paypal paid customer receipt copies at all.
Perhaps Paypal have been "tweaking" again?

Its not the paypal reciepts I am talking about its the reciept copies generated by Actinic.

[TraceyHand]

I meant copies of the Actinic customer receipt..not the Paypal receipt. Sorry that wasn't clear!

[RuralWeb]

I meant copies of the Actinic customer receipt

Ok - mine have started again this morning -

[RuralWeb]

They are sent out by the same perl routine so they will be sent at the same time.

Its odd that one always seems to get through and the other vanishes!

[3000rpm]

no emails

i dont get any emails at all

none saying catalog order recieved

or a copy of customer reciept when they pay by paypal or worldpay

very strange and none in junk mail either.

[Mike Hughes]

Dale,

Your problem sounds like it could be smtp setup.

Can you send emails from within actinic? Try sending an email from actinic (order shipped for example) to an external address (i.e. one not associated with your host or isp - yahoo or hotmail for example).

If the email arrives then your actinic email setup is OK and something else is going on.

Mike

[mike_howles]

I don't know whether it is related or not but I get a relay error from Actinic each time I send an email to the customer.

It seems that the email sent to me as admin is ok as it is through our smtp server but the mail server does not like relaying to another address (the customer). Our ISP says is may be something to do with mail relaying not being enabled. Actinic does, however give a error message.

apparently this is to prevent spammers.

Mike

[NormanRouxel]

Look in the error.err file on your server - http://www.mysite.com/acatalog/error.err - as that may contain some clues.