Buyers not getting codes

[mikesay98]

I have now had two instances of my buyers not getting codes...it's rate, but I'd like to know why. I emailed support last week but have yet to receive a response, which is unusual for you guys.



The transactions IDs were 7NY54416KB6831910 and 6EG40203YB243882S. Not only is it frustrating because they don't get the code automatically which is what I advertise, but then my sales data is off as well.

[E-junkie_Guru]

We did reply to the email you sent us this past Saturday morning; check your spam folder and mark our reply as Not Spam if you find it there.



I'm not finding those IDs (nor the one in your email Saturday) in your E-junkie Transaction Log, usually indicating we did not receive IPN from PayPal confirming completed payment for those orders, or we could not match up the IPNs we received with any account in our system at that time. Development found the IPNs we received for the IDs you mentioned above, but the PayPal Email listed in those do not match the PayPal Email currently in your E-junkie Profile.



Did you happen to change the PayPal Email setting in your E-junkie Profile recently? I recall you had an issue with this about a month ago, where you happened to change your PayPal Email after an order went to checkout but before PayPal sent us IPN confirming completed payment, so by the time we received the IPN, there wasn't any account in our system matching the PayPal Email that PayPal said that payment had been sent to.



If the order mentioned in your email Saturday was placed late Friday evening (11:00-11:58pm PDT), PayPal had some scheduled maintenance which might be relevant, though they'd stated IPNs for orders placed during that time would only be delayed, not dropped completely:

http://www.e-junkie.com/bb/topic/6175



Log into PayPal > My Account > History > IPN History and see if you can Resend the IPNs for affected payments there. If you'd changed the PayPal Email in your E-junkie Profile recently, you may need to temporarily change that back to what it was first, so when the resent IPNs come in, we can match them up to your account. When you do this, you may wish to temporarily disable your purchase buttons first, to prevent any further glitches like this; in Account Preferences, enter a future date in the "Make items unavailable until" setting and click Submit, then when you're done, just delete that setting.



If you can't Resend any or all of these IPNs from PayPal's end, you can always fulfill these sales manually by using "Send free download link / code" in your Seller Admin.

[mikesay98]

Hi there, thanks for the response. You were right, the response had gone to my spam folder (hence why I said no response was unusual, I know you guys are very good at customer service!).



So, I didn't know that you can resend IPNs, but I just had the same problem again earlier. I took your instructions and went onto PayPal and had it resend the IPN, which it says it did, but no code was ever sent, nor a sale confirmation from e-Junkie. This is happening sporadically to random products and this is honestly more often than it's happened before, for sure.



I know I can send the free link, but that will mess with my sales data on your end, no?



I wish there were a way to know what is happening.

[E-junkie_Guru]

If you can't find the affected order in your E-junkie Transaction Log, that indicates either we didn't receive IPN from PayPal confirming completed payment for that order, or we received the IPN but could not match up the PayPal Email in the IPN with the current PayPal Email of any account in our system. If you could provide the affected Transaction ID to us, Development could research whether we received that IPN and, if so, see what PayPal Email that IPN referenced as having received the payment.



I notice the PayPal Email setting in your E-junkie Profile is different from the one sending us your monthly subscription payments, so if you've been sending checkout payments to a secondary email, we might be receiving some IPNs referencing your primary PayPal login email, rather than the secondary they were originally sent to. This seems to affect late-clearing eCheck payments in particular, so you may wish to disable eCheck payments entirely in your PayPal Account > Profile > My Selling Tools > Block Payments screen. If your PayPal Email setting is a secondary email that you haven't Confirmed with PayPal yet, I wonder if Confirming that email might help:

https://www.paypal.com/us/webapps/helpcenter/article/?solutionId=12757&m=SRE



Whenever you use "Send free download link / code", that would be listed in your Free Downloads Log, rather than your regular Transaction Log. Your Transaction Log is just a permanent record of the details for every order we have actually processed for you, so it would not list any orders we did not process (for whatever reason). All of the information we can show in your Log is "secondhand", reflecting whatever the payment processor reported to us when they confirmed a completed payment. If you have concerns about tracking revenue for any actual payment funds received, reversed, or refunded, you should rely on your PayPal account history to get that data "straight from the horse's mouth", and use that history as your primary financial/accounting reference for your online payments.