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buckoa51
Feb '15

Just had a customer try to purchase a download from my site. I've had to switch to using ClickBank thanks to VATMoss and it did seem like things were working, even did a test transaction with my own money on this product and everything seemed 100% fine.



Anyway, my customer clicked the buy it now button, paid through Clickbank using Paypal. Clickbank logged the sale but E-Junkie didn't, it's nowhere on my transaction history and the customers e-mail didn't get sent.



I have had several successful transactions with E-junkie/Clickbank so what could have caused this to fail? I checked and item numbers etc match, any ideas what else I can check?

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    Feb '15

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    Feb '15
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E-junkie_GuruWebmaster & Support Guru
Feb '15

This troubleshooting page will walk you through steps to sort out that problem:

2http://www.e-junkie.com/ej/trouble.clickbank.not-processed.htm2



If the affected product was different from other products you'd previously sold through ClickBank that we processed successfully, the most likely problem is either an incorrect or missing ClickBank Item ID in the affected product's settings, or the product's settings at CB's end have not been updated to use E-junkie's thank-you page URL for ClickBank (as that's how we receive payment confirmation from CB).

buckoa51
Feb '15

Everything seems to be in order, should I try changing my secret key?

E-junkie_GuruWebmaster & Support Guru
Feb '15

You could try that, which we've seen resolve mysterious CB issues in the past, but a problem with that should affect all CB sales, not just some products but not others. If you do this, be sure to use only letters and numbers for your Secret Word, and use your computer's copy-paste functions to make sure it matches at ClickBank's end and ours.



A couple other things I didn't think to mention in my previous reply: make sure you're using your E-junkie Buy Now buttons for ClickBank (rather than any buttons provided by CB itself), and make sure the affected product's price settings match at ClickBank's end and ours.

buckoa51
Feb '15

Well I haven't made another sale since that one (I only sell 3 or 4 a month) but it was all working perfectly until this most recent sale. I don't recall changing any settings.



Prices match and I'm using buy it now (not shopping cart).

E-junkie_GuruWebmaster & Support Guru
Feb '15

I recall your Transaction Log showed we've processed at least a few of your orders paid by CB. Was the affected product one of those same items, or a different product you hadn't sold through CB before? You should also be able to place a test order for the affected product to see if that works, then just refund the payment in CB afterwards.



Feel free to email us with the affected order number and time/date stamp of the payment from your log at CB's end, along with the affected item number, for further research into that specific case:

https://www.e-junkie.com/ej/contact.htm

buckoa51
Feb '15

Thanks, I had sold that specific product just once before through Clickbank yes. I'll see how the next sale goes and send over all the details if there's a problem. Hopefully it's just a temporary glitch.



If you cancel orders through Clickbank it appears to affect your standing with them in the affiliate marketplace so I'd rather not do that.

E-junkie_GuruWebmaster & Support Guru
Feb '15

You might try contacting CB support to inquire how you might place a live, paid test order and refund that without putting your account standing at risk, bearing in mind we don't support demo/test/sandbox mode transactions.

E-junkie_GuruWebmaster & Support Guru
Feb '15

One more technicality I've just discovered is that apparently your ClickBank Secret Key must use only numbers and CAPITAL letters.