Customers are not getting their product, I am not being notified!

[jitensha]

I run a digital download store and have some upset customers :(



Some transactions are going through just fine, but I've at least gotten 6 people with this issue, 3 people in the last hour, and I JUST launched a new product. I'm panicking!! They keep getting an error AFTER clearing payment on PayPal saying that "the payment processor hasn’t informed them of their payment". They are getting a PayPal receipt in the mail, nothing in their inbox from E-Junkie. When they log into their PayPal accounts the money has been taken, but the transaction itself does not even show up on their PayPal accounts. And me, I have no idea ANY of this is going on. No receipt from Paypal in my inbox, no receipt from E-Junkie in my inbox, no record in my E-Junkie logs when I use their e-mails, transaction IDs or Invoice IDs, and nothing on my Paypal logs either. I'm terrified!!



And of course I decide to launch a product on a Sunday when everything is closed sigh -_- fml

[plughugger]

I am in the same position. Weird problems today.



/C

[thephotographer]

same here... I just talked to PayPal and they said that an unexpected error has occurred during scheduled maintenance of their system. They expect this to be fixed today. Just wondering if the transactions queue up and if all emails and download links will be sent later or if e-junkie doesn't even recognize the transactions...

[jitensha]

Have any of you guys been having this issue any longer? Good to know it was PayPal.

[thephotographer]

The download link went eventually out. Took about 3 hours. I have more that are waiting for confirmation and asking about download links...not much we can do - just wait. Still having the issue but glad the payments queue up and the confirmation still goes out, although with a few hours delay.

[anthonyk]

Me too. Customers are not getting download links and when I check my PayPal account, I don't see their payment even though they email me their PayPal receipt. Some purchases seem to be working, but others definitely are not.

[E-junkie_Guru]

PayPal hasn't posted a status update confirming it, but that all sounds like PayPal was having delays in sending IPN (Instant Payment Notification). We depend on IPN to receive order details back from them along with confirmation of completed payment. Until we receive an IPN from PayPal for a given order, our system has no way of knowing the order was actually placed and thus cannot process it for you (issue links, send emails, log the order details).



If you're still seeing any payments in PayPal which aren't showing up in your E-junkie Transaction Log, you may want to go through Step C here to confirm whether PayPal has sent IPN for the affected order(s) and, if not, have them try to Resend the IPN:

http://www.e-junkie.com/ej/trouble.paypal.order-not-processed.htm

[anthonyk]

When it happened to my customers (3 now) their transaction wasn't even showing up in my PayPal account, so it sounds like the problem may be happening prior to PayPal sending the IPN.

[debr]

It just happened to me. The payment is not showing up in Paypal or my e-junkie log.

[imacri]

I am running a huge launch and 50% of my customers are not receiving their download links. Anyone know if this is getting fixed?

[anthonyk]

All my customers appear to be getting their links eventually, but it can take anywhere from one to three hours if there is a delay. The PayPal and e-junkie notification emails I receive come though almost simultaneously when there is a delayed transaction (when they finally do come through), so it appears that once PayPal notifies e-junkie of a completed transaction that e-junkie promptly sends the download link, which has always been the case. The problem appears in PayPal adding the payment to my account. That's where the delay appears to be happening.

[imacri]

Paypal https://twitter.com/AskPayPal/status/651146658583961600

[E-junkie_Guru]

Thanks for that Twitter link; strange they still haven't posted anything about it on their official system status page.



You may wish to use the "Send Free Dowload Link/Code" function in your E-junkie Seller Admin to fulfill affected orders manually for buyer satisfaction, though the nature of this problem at PayPal's end makes it difficult-to-impossible to confirm whether anyone contacting you actually paid at all. Moreover, without your Transaction ID from PayPal, you won't be able to enter that in Seller Admin > Block Buyers / Transactions to prevent us from issuing another link once PayPal finally completes their payment and notifies us of that, though you can enter the buyer's email there and hope that matches the PayPal Email they'd used for checkout.