Digital download

[bowraven]

My digital download is not working propery on my site - when people order they are not being sent an email with the link details so each time I have to download the order and go to the "Mail" tab and send the "Resend" link email.

Any ideas to help please, thank you

[leehack]

Does it pass the network test?

[cbarling]

What payment method (e.g. Paypal) are you using?

Chris

[bowraven]

Paments

I am using Paypal and Nochex and both have the same problem on both

[bowraven]

Network test

I just did a test and got the following message:

Actinic Mail Test completed successfully
server: passed
connection: passed
sockets: passed
communications: passed
authorisation: passed
message:

[Jonathan Hunter]

Are the customers getting the download link on the receipt page? I had a similar issue where the order was successful but the download link was not being provided in the receipt or the email.

This was a server firewall issue that prevented a response from the PSP.

The network tests always came back positive which made it difficult to diagnose.

[cbarling]

I was just going to suggest what Jonathan mentioned. If the call back from the PSP server hasn't been received, then digital download links aren't displayed as Actinic doesn't know that the customer has successfully paid.

Some web hosts block incoming calls from other servers. The fact that you're getting the problem on two different services makes this the most likely cause.

In other words, your web host needs to allow calls from your PSP servers. You can't change this from Actinic, it's only your web host that can do this.

Chris

[bowraven]

Email

The strangr thing is that I have just done an order on the site to test it myself and I received the email to download - so what is it that my customers are not doing - they can either download directly from the final page after payment or it tells them to click to send email - which is what I did and the email was send.

Does anyone else have this problem? So I don't actually think it is a problem with anything on the hosting it is more a problem with people not clicking the final page perhaps - not sure what to do!

[Mike Hughes]

The usual problem is that customers are taken to paypal (for example) to pay and don't realise they need to click a link in paypal (or wherever) to be taken back to your website to see the receipt page.

The customer email is only generated by Actinic when the customer continues to the receipt page. This is a long standing issue and there is a request in the wishlist for it be generated on the callback instead but as far as I know no progress has been made on this.

Mike

PS. regarding callbacks and blocking of the links.

If your orders go into the 'pending' or 'completed' tabs in actinic then you are getting the psp callbacks OK.

If the orders all go into the 'psp pending' tab then you aren't getting the callbacks and you need to get that fixed.

You said it works for you which implies the problem is that your customers aren't returning to the receipt page.

[bowraven]

Paypal

Hi Mike - thank you for your answer - that makes sense now as most seem to pay using paypal and this is a problem, cheers, Russell