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No order email rec'd if customer doesn't return to merchant (paypal)


catalano

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Posted

Hi All, I've seen this problem discussed a few times, but I haven't seen a definitive answer. My problem occurs when a customer makes a purchase and selects paypal as the payment method, then pays without signing in to their paypal account. Obviously when this process is followed paypal generates a 'return to merchant' button. If the customer does not click that button, the store will never send an email to the store owner or to the customer notifying them of the order. If the customer does sign in to their paypal account we have paypal set up to automatically redirect back to the store, so that works fine and generates an order email. Is there any way to get the order emails generated if the customer does not return to the store? I've seen reference to using this: http://addons.oscommerce.com/info/2679 , but I'm not really sure if this is the solution.

 

I would imagine that this is a fairly common scenario, but I just can't find the way to make it work. BTW using OSC v2.2 RC2a with the Paypal Websites Payment Standard that comes configured with OSC.

 

Thanks,

Chris

Posted

Hi Chris,

 

We use Paypal Web Payments Standard also, and experience this issue as well.

 

Unfortunately, the only solution we've been able to help this is to have Paypal send payment receipt notifications to the same e-mail our catalog order e-mails would go to.

 

If the customer does return to our site after payment, we'll get both e-mail notifications (one from Paypal, one from oscommerce). But even if they don't return, we will always receive the Paypal e-mail titled "Payment received from [email protected]". Then we just have to login to the catalog for order details.

 

I agree it would be nice to have the oscommerce e-mails also though.

Posted

Hi Nick,

 

I can't believe that after this many years of this program being around that this is still an issue. You would expect that oscommerce transactions via paypal have to be a significant percentage of the total number of transactions processed via the program, and yet it can't manage this particular scenario.

 

Thanks,

Chris

 

Hi Chris,

 

We use Paypal Web Payments Standard also, and experience this issue as well.

 

Unfortunately, the only solution we've been able to help this is to have Paypal send payment receipt notifications to the same e-mail our catalog order e-mails would go to.

 

If the customer does return to our site after payment, we'll get both e-mail notifications (one from Paypal, one from oscommerce). But even if they don't return, we will always receive the Paypal e-mail titled "Payment received from [email protected]". Then we just have to login to the catalog for order details.

 

I agree it would be nice to have the oscommerce e-mails also though.

Posted

I have a same thing.

 

If customer does not return, there is no order recorded in admin (my test), only I can see the payment in my Paypal account or from paypal notifications email. I am not sure is there detail order info in the paypal notifications email?

Posted

I have mod'd my store to record a 'backup' order once the customer gets to the order confirmation page. Then, if a Paypal or CC payment is received, but no order recorded, I still have a copy of what the order was.

 

It is surprising how many customers do not return to the store after processing payment!

Posted

No, there is no order detail in the paypal notification. That's the problem, my client gets the paypal notification, but has no idea what the customer ordered.

 

I have a same thing.

 

If customer does not return, there is no order recorded in admin (my test), only I can see the payment in my Paypal account or from paypal notifications email. I am not sure is there detail order info in the paypal notifications email?

Posted

Is that backup order automatically emailed to the store owner? That would be useful. Otherwise, isn't the order still in the store anyway?

 

I have mod'd my store to record a 'backup' order once the customer gets to the order confirmation page. Then, if a Paypal or CC payment is received, but no order recorded, I still have a copy of what the order was.

 

It is surprising how many customers do not return to the store after processing payment!

Posted

I've seen reference to using this: http://addons.oscommerce.com/info/2679 , but I'm not really sure if this is the solution.

 

You have seen mention to that contribution because it is the solution to the problem. wink.gif

- :: Jim :: -

- My Toolbox ~ Adobe Web Bundle, XAMPP & WinMerge | Install ~ osC v2.3.3.4 -

Posted

No, there is no order detail in the paypal notification. That's the problem, my client gets the paypal notification, but has no idea what the customer ordered.

 

As stated by jhande, the paypal IPN module will solve this issue as it'll give you the order details in the paypal notification email as well as in shop admin.

There is no solution for forcing a customer to return to the shop after completing their paypal payment, I've set it up so that pp automatically redirects to my shop after payment but I still get people that don't wait to be redirected and just close the window, in this case I don't get the shop's order email, but I do get the paypal notification email with the order details. The customer will also get their PP notification.

Oscommerce finalizes a purchase by loading checkout_success.php which only happens once the customer gets redirected to the shop, only then does it send the order email, I don't know if there's any way to make it load this file before that, but making it load before actual payment completion would maybe open the door to abuse.

~ Don't mistake my kindness for weakness ~

Posted

Ok, well that does sound like it will fix the problem. I'll try installing that contribution this weekend and give it a whirl. We've also setup paypal to automatically redirect to the shop after payment, but that doesn't work unless the customer signs into their paypal account. If they just pay by entering their cc info, the auto return doesn't work.

 

Thanks,

Chris

 

As stated by jhande, the paypal IPN module will solve this issue as it'll give you the order details in the paypal notification email as well as in shop admin.

There is no solution for forcing a customer to return to the shop after completing their paypal payment, I've set it up so that pp automatically redirects to my shop after payment but I still get people that don't wait to be redirected and just close the window, in this case I don't get the shop's order email, but I do get the paypal notification email with the order details. The customer will also get their PP notification.

Oscommerce finalizes a purchase by loading checkout_success.php which only happens once the customer gets redirected to the shop, only then does it send the order email, I don't know if there's any way to make it load this file before that, but making it load before actual payment completion would maybe open the door to abuse.

Posted

As stated by jhande, the paypal IPN module will solve this issue as it'll give you the order details in the paypal notification email as well as in shop admin.

There is no solution for forcing a customer to return to the shop after completing their paypal payment, I've set it up so that pp automatically redirects to my shop after payment but I still get people that don't wait to be redirected and just close the window, in this case I don't get the shop's order email, but I do get the paypal notification email with the order details. The customer will also get their PP notification.

Oscommerce finalizes a purchase by loading checkout_success.php which only happens once the customer gets redirected to the shop, only then does it send the order email, I don't know if there's any way to make it load this file before that, but making it load before actual payment completion would maybe open the door to abuse.

That is true!

If customers have their paypal accounts, there will be no problem, you can set up Auto Return in your paypal account. Only for those customers who don't register paypal, they pay directly by their credit/debit cards through paypal, there would be a problem.

Posted

Any recommendation on which version of that contribution to load? The most recent seem to be German only. Also, does this module replace Paypal Web Payments Standard as the payment module to be enabled?

 

 

You have seen mention to that contribution because it is the solution to the problem. wink.gif

Posted

Any recommendation on which version of that contribution to load? The most recent seem to be German only. Also, does this module replace Paypal Web Payments Standard as the payment module to be enabled?

 

I used version 2.3.3 by AlexStudio 16 Nov 2007 with no problems and no need to upgrade.

 

Yes, this module will be the only PayPal module you will need.

 

I only have Check/Money Order & Credit/Debit Card (PayPal IPN v2.3.3) enabled and I'm using PayPal Website Standard.

 

wink.gif

 

-- Edit --

 

The only other version I would personally concider would be from Scott - olsonsp4c. But first I would read up on it in the support thread. I haven't experienced any problems as I already mentioned using my version.

- :: Jim :: -

- My Toolbox ~ Adobe Web Bundle, XAMPP & WinMerge | Install ~ osC v2.3.3.4 -

Posted

Hi Jim,

 

I'm a little confused. You say that 'this module will be the only Paypal module you will need', then you say that you're 'using Paypal Website Standard'.

 

Thanks,

Chris

 

I used version 2.3.3 by AlexStudio 16 Nov 2007 with no problems and no need to upgrade.

 

Yes, this module will be the only PayPal module you will need.

 

I only have Check/Money Order & Credit/Debit Card (PayPal IPN v2.3.3) enabled and I'm using PayPal Website Standard.

 

wink.gif

 

-- Edit --

 

The only other version I would personally concider would be from Scott - olsonsp4c. But first I would read up on it in the support thread. I haven't experienced any problems as I already mentioned using my version.

Posted

I think it is just a addon(modification), you are still using Paypal Website Standard.

 

Thanks Jim, will try it later.

Posted

No, I think it is a standalone module. I installed it, and enabled it and it showed up as another payment method during the checkout process. So I still had the original PayPal Website Payments Standard and then this new one. So, my guess is that you need to disable the original PayPal Website Payments Standard once you start to use this one.

 

Unfortunately, this contribution isn't working. No order emails are being generated, the order status stays at "Preparing". This happens even if the customer signs into their paypal account. So I'm looking at the troubleshooting steps to see what might be wrong. I'll follow up...

 

 

I think it is just a addon(modification), you are still using Paypal Website Standard.

 

Thanks Jim, will try it later.

Posted

Is that backup order automatically emailed to the store owner? That would be useful. Otherwise, isn't the order still in the store anyway?

 

The order record is not created until payment is confirmed - if the customer goes to an external payment site, and no notification from that site is received (good or bad), then the goods stay in the customer's cart, they do not get turned in to an order.

Posted

Followup:

 

Ok, finally got it working. I had to go back and install the IPN 2.3.4.7 version. The previously recommended 2.3.3 version does not work, at least for me anyway - and I have a fairly standard install of OSC. I did test transactions with the customer both logging into their paypal account and not logging in. I could see the temp order with a 'preparing' status get created as the customer was redirected to paypal, and I could see the order get changed to 'processing' after the customer completed the payment at paypal. For the customer that logged into their paypal account they are automatically redirected back to the shop as per our configuration in our paypal account. This worked fine. And for the customer that didn't log into their paypal account, the order info was emailed to the customer and store owner whether or not they clicked on the 'return to store' button in the paypal confirmation page. So it all appears to be working as it should.

 

So now that I've got it working I have to ask: since this problem with order emails not going out has been a problem for several years why hasn't this contribution been incorporated into the Paypal Website Payments standard module that still comes bundled with OSC? Or actually, why is the Paypal Website Payments Standard still bundled instead of this? Am I missing anything by disabling the Standard module?

 

Thanks,

Chris

Posted

Thanks for the follow-up.

 

You mean customer that didn't log into their paypal account and whether or not they clicked on the 'return to store' button, you got the order process email.

 

My question is if customers did not actually make the payment, they quit before clicking on the "pay", then what happened? did you still get the email?

Posted

Hi Jim,

 

I'm a little confused. You say that 'this module will be the only Paypal module you will need', then you say that you're 'using Paypal Website Standard'.

 

Thanks,

Chris

 

 

 

Sorry for the confussion Chris. blush.gif

 

When I said I'm using PayPal Standard, I meant my actual PayPal Account type, it's not the Pro.

 

So yes, PayPal IPN is the only credit card module I have enable.

 

Possibly version 2.3.3 works fine for me because I'm running an older osC version?

I'll have to visit the thread and read up on it, been a long time.

 

 

A word of caution:

Always double check your PayPal account to verify received payments. Don't depend entirely on email notifications.

 

 

 

- :: Jim :: -

- My Toolbox ~ Adobe Web Bundle, XAMPP & WinMerge | Install ~ osC v2.3.3.4 -

Posted

Yes, the store owner rec'd the order email (so did the customer) whether or not the customer returned to the store.

 

If the customer doesn't make the payment there are 2 scenarios: If they click the 'cancel and return to (storename)' on the paypal payment screen, the ipn module will delete the order and no order email will be sent to the store owner or customer. If they simply leave the paypal payment screen then the order will stay in the database with a status of 'pending', but no order emails will be sent out. So in that case the store owner would have to manually delete the order. So if you see an order that was a supposed to be paid via paypal and its status has been pending for more than a day or so, you can assume that the customer decided not to purchase and its probably safe to delete.

 

Hope that helps.

 

And I'll reiterate my previous comment: Why is Paypal Website Payments Standard still bundled with the standard OSC install instead of this one???

 

 

 

Thanks for the follow-up.

 

You mean customer that didn't log into their paypal account and whether or not they clicked on the 'return to store' button, you got the order process email.

 

My question is if customers did not actually make the payment, they quit before clicking on the "pay", then what happened? did you still get the email?

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