Download Messages Not Being Sent

[michellepatterns]

Hi there: For my last few orders the download message hasn't been sent.

Normally I receive a copy, and when I didn't get a copy I went in and resent the message. But still no download email. I emailed one customer and she confirmed she did not receive the download message.

[E-junkie_Guru]

If you're seeing any payments in PayPal that don't show up in your E-junkie Transaction Log, please follow the troubleshooting steps here to sort out the reason for that problem:

PayPal notified me of a payment, but E-junkie did not process the order.

I checked the orders we processed for you yesterday and today so far, and found those products are currently set up properly to send a thank-you email with a link to the buyer's download page, so the email was definitely sent for those.

Bear in mind once the receiving mailserver accepts a message from us, ultimate delivery to the recipient's actual inbox is beyond our control or oversight. A backlog of inbound mail due to heavy traffic on that mailserver can often lead to delivery delays of up to an hour or longer.

[michellepatterns]

They show in my transaction log here...

I've resent the download message by accessing transaction here, but those messages aren't being sent either.

[E-junkie_Guru]

Okay, most likely there's just a delivery delay on the receiving end. The fact those orders appear in your Transaction Log confirms we did process them and would have sent any emails for them, but I'm asking our sysadmin to verify that in our mailserver logs just to be certain.

[onlinesales]

Same here. Not receiving copies of customer emails today. Last ones were yesterday.

[ejunkie1]

Same here. Not receiving copies of customer emails because the customer emails are not being sent!

SO - TWO - TWO - Two problems in One!

What is the ETA on getting this fixed?

[E-junkie_Guru]

It's actually the same problem, as the seller's copy is just a Bcc: on the message we send the buyer, so both copies are one and the same message.

However, our sysadmin has not found any anomalies with outbound mail, and free links I've sent myself to test this morning have arrived within seconds, so we can only conclude there may issues on the receiving end at some email provider(s).

By any chance do all of the affected buyers have email addresses @hotmail.com/outlook.com/msn.com/live.com/passport.com, or perhaps custom-looking domains that might redirect to those? The ones we've looked at so far all seem to be one of those, which would seem to indicate some issue on Microsoft's webmail services today.

[ejunkie1]

You can also include @gmail.com as a buyers email domain

[E-junkie_Guru]

Our tests to Gmail have arrived within seconds, so ask affected buyers to check their Spam folders and mark them as Not Spam if found there.

If needed to send affected buyers a link manually, in your E-junkie Transaction Log you can right-click on their Transaction ID (or use the Item Name if you redirect to a thank-you page on your site), copy that link, and paste that into a personal reply to the buyer.

[onlinesales]

The test purchase I made myself today was for an optonline.net email address. Never received, nor was our copy of it.

[mmoplaystore]

Hi ,

I am also facing same issue since couple of hours .

It shows in E-junkie transcation logs but no email sent to buyer or Copy of order to me .

Also Tested by creating a free product , Still same issue .

[E-junkie_Guru]

Has anyone here NOT enabled the "Receive a copy of email sent to buyer" option for missing emails?

I just sent myself some more test messages and found that when I enabled the Bcc: to myself (Receive a copy), those messages still haven't arrived, but if I disable that and resend, they arrive within a minute or so.

Based on these test results, I'd advise disabling the "Receive a copy" setting for your products until we sort out what's going on with that.

[E-junkie_Guru]

This issue should now be resolved, so you can re-enable "Receive a copy" for your products if you wish. Thanks for your patience and cooperation, with our apologies for the inconvenience.

[michellepatterns]

Thank you!

P.S. Your cart is the best. I've tried others and always come back.