Hikashop internal PayPal Payment Confirmation Email no longer being sent?

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  • Hikashop Essential
2 years 2 months ago #344634

-- HikaShop version -- : 4.6.1
-- Joomla version -- : 3.10.11
-- PHP version -- : 7.4.30
-- Browser(s) name and version -- : All
-- Error-message(debug-mod must be tuned on) -- : none

I have checked the email sent log and it appears that the missing emails have never been logged in the log? All other emails are there.

Subject: Paypal payment notification : payment Completed for order no.xxxxxxxxxx

Hello,
A Paypal notification was received with the status Completed. The order is now confirmed.


This notification was for the order xxxxxxxxxx on the website www.xxxxxxxxxxxxxx.co.uk/
You can access the order details directly by clicking on the link below after logging in your back end:
www.xxxxxxxxxxxxxxxx.co.uk/administrator...k=edit&order_id=5197


The problem is that the emails stopped coming in for my customer and she uses these as the confirmation that she's been paid by PayPal.

Can't find anything on the system that relates to the generation of this email. All status' are working fine. I think it may have stopped after the last update?

Thanks

Ian

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2 years 2 months ago #344636

Hi,

Normally, the email is sent when the payment plugin changes the status of the order from created to confirmed after receiving the payment notification request from the payment gateway.
So several things to check:
- are the orders still being confirmed ?
- is "payment notification" email still published in the System>Emails menu ?
- Activate the "debug" setting of the payment method and place an order with a payment. There should be debug information in the "payment log file" available in the HikaShop configuration.
- it's possible that the email sending or order confirmation processes fail because of an error (for example from a plugin or a customization of the email, after upgrading PHP). So normally that PHP error will be logged in the PHP error log of the server. So check the PHP error log for any fatal error message.
- PayPal also logs information about the payment notifications in the IPN history:
developer.paypal.com/api/nvp-soap/ipn/IPNOperations/

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2 years 2 months ago #344640

Thanks Nicolas,
I've put an order through and got the debug for it. Can't se any problems, then I really don't know what I'm looking for?
The status is confirmed okay etc, everything thing appears to be fine apart from the email.

Can I PM you with the debug due to content?

Thanks
Ian

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2 years 2 months ago #344642

Hi,

Please go through our contact form:
www.hikashop.com/support/contact-us.html
Make sure you include a link to this thread for reference.

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2 years 2 months ago #344668

Hi,

I got the debug log information. Thanks.
It indicates that everything went fine for the PayPal plugin.
So if the payment log is ok, the order is confirmed, the "payment notification" email is enabled but you don't see it in the Customers>Emails history menu, I see two reasons left:
- the "payment notification email address" setting of the HikaShop configuration is empty instead of containing the email address of the owner of the shop
- the email has been customized in the System>Emails menu and there is a problem with the override. So if you have trash can icons under the override columns of the emails in that menu, it means the emails have been customized. And you can delete the overrides by clicking on the trash icons. However, that means you'll loose your changes. So you might prefer renaming the override files in the media/com_hikashop/mail/ folder via FTP to deactivate the overrides without loosing them. Also, in that case, you should have a fatal error mesage logged in the PHP error log of your hosting. So I highly recommend looking into that. That would provide a crucial help in understanding what is wrong where.

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2 years 2 months ago #344687

Thanks Nicolas,
All emails addresses are populated.
We are on the essential version so we have can't do mods to the emails.
Couldn't find a PHP log on the server and the hosting company are not helpful at all! Very much restricted access, for a very expensive service!
Not sure what else I can do, apart from give you access to see if you can see where the problem lies?

Unfortunately I'm now away until Friday.

All the best
Ian

Last edit: 2 years 2 months ago by ianspeed.

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2 years 2 months ago #344694

Hi,

I can have a look at your backend. But I'm not sure I'll be able to find anything as I already told you to check what I'm thinking about checking.
You can use our contact form to provide the access:
www.hikashop.com/support/contact-us.html

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