Emails not being sent after Paypal payment

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2 years 2 months ago #344174

-- HikaShop version -- : 4.6.1
-- Joomla version -- : 4.2.0
-- PHP version -- : 8.1.7
-- Browser(s) name and version -- : Chrome 104.0.5112.101
-- Error-message(debug-mod must be tuned on) -- : No error message

Hello HikaShop Team,

I have some trouble regarding the email delivery after a successful paypal payment.
My shop is working WITHOUT registration and the only payment method I'm offering is Paypal. Ordering, checkout and payment via Paypal is working fine so far. Also the order status is setting up instantly and correct ("confirmed" on successful paypal payment / "cancelled" on aborted paypal payment).

So in fact there is NO problem with the paypal-hikashop connection - it is working (also PayPal log file looks good). But neither me (admin) nor the customer are getting the email for the successful payment or the change of the order status. I have activated both settings in "system => emails" and also I have setup another email-address as BCC-recipient.

My test order yesterday was resulting in following scenario:
"order overview"
time of order (#B3N5) - 4:34pm
time of payment (#B3N5) - 4:35pm

"customers => email history"
time of payment confirmation email (#B3N5) - 9:01pm
time of payment confirmation email (#B3N5) - 9:02pm
time of payment confirmation email (#B3N5) - 9:02pm
time of order state changed email (#B3N5) - 9:02pm

But in the field "recipient" there is no email address shown - and of course there is no email incoming, neither to me as admin nor to the customer. I think this happens due to the missing email-address in the recipient field?
Also I'm really confused due to the time gap between the time hikashop is recognizing the payment (it changes the order status instantly) and the time hikashop is logging the email delivery. Almost 5 hours - this is far too much! And why is the payment confirmation email is logged three times?

I hope you understood my problem and can give me some hints to solve the problem...
Thanks in advance for your feedback!

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2 years 2 months ago #344179

Hi,

You've removed the "login" view from the checkout workflow.
Without it, the email address of the customer is not captured by HikaShop.
And without an email address, even if HikaShop tries to send emails it will just fail.
You should deactivate the emails to the user in System>Emails.

Regarding the timestamp of the emails: HikaShop sends the "payment notification" email to the admin and the "order status notification" email to the customer just after it changes the status of the order from created to confirmed when it receives the payment notification from PayPal. And it logs the email in the "email history" at the same time.
So the "automatic notification" in the history of the order should have the same time as the send date of these emails in the email history.
I don't see why there would be so much delay nor why they would be duplicated.
I would need more precise informations: screenshots of the order and screenshots of the email history for an order with the issue to be able to say. But it's indeed probably linked to the fact that the email address is missing in the order.

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  • Posts: 6
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2 years 2 months ago #344192

Dear Nicolas,

many thanks for your fast reply. Your first sentence solved my problem: I didn't know that I need the login form in the checkout workflow. I wanted to realize my order process without registration and paypal only - so I thougt that the paypal email address the customer pays with would be transferred to hikashop would be use as "id" for the shopping process.

So now with activated login and the "guest" setting everything works fine. The customer needs to enter his email first, but I think that is ok. Is there any chance to get a checkout process where the paypal-email of the paying customer is used by hikashop? This would be really nice.

But to sum it up: Problem solved - many thanks for your help :)

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  • Posts: 82863
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  • MODERATOR
2 years 2 months ago #344199

Hi,

It's possible, yes. If you use PayPal Express Checkout instead of PayPal in System>Payment methods, you can have it redirect to PayPal before the order is even created.
In that case, the order is created in HikaShop after the payment on PayPal based on the information provided by PayPal.

Now, you should be able to use the HikaShop checkout without the "login" view, but in that case, since HikaShop doesn't have the email address of the user, you need to disable the emails going to the user.

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