In your E-junkie account can you please go to Seller Admin>View/Download Transaction Log and send us the Transaction IDs that are listed there for the two transactions from yesterday that you mentioned in your post?
The auction sales that don't trigger an email from e-junkie do not show up in the download transaction log at all - so I can't give you their number. I get a confirmation email from PayPal telling me that I've sold my product on eBay, but somehow e-junkie isn't aware of these sales. I checked my PayPal IPN history and all of the transactions appear in the list. It might be a case of PayPal not sending notification to e-junkie. I will keep an eye on my sales over the next couple of days to see if it continues.
Thanks,
Joel
Just had another sale and it did not get processed by e-junkie. I went to my PayPal instant payment notifications and this sale is listed and PayPal says that an IPN was sent. I went to my IPN history and manually sent another IPN but this did not trigger e-junkie to acknowledge the sale and send out my Thank you email to the buyer. Help!
It seems most likely the auction Title does not exactly match the product's Item Name in E-junkie Seller Admin, so our system cannot process the sale due to that mismatch.
I would suggest recopying the auction Title to repaste as the Item Name for your product in Seller Admin (or vice-versa). Make sure you copy that Title directly from the field where you type it in the auction posting screen, not from the Title displayed on the live auction page, as sometimes the displayed Title can differ slightly from what you typed in -- the usual issue is double spaces getting displayed as a single space, or any leading/trailing spaces at the start/end getting trimmed off.
If you can provide the Transaction IDs of any completed payments from your PayPal account history which do not appear in your E-junkie Transaction Log, we can ask Development to research those and confirm just what the mismatch is; please email those IDs to support:
https://www.e-junkie.com/ej/contact.php
Hi:
Followed your advise and made sure the auction title was entered correctly and then saved the title again. I don't see how it would change mid-auction but I tried it anyway. It did not work as I had another sale this morning and it did not trigger e-junkie and the sale does not show up in my e-junkie transaction log. Here's the transaction ID to check:
Apr 8, 2013 03:28:37 PDT | Transaction ID: 54E17153L4363944R
Thanks for those details; we've had one other seller reporting similar glitches with their eBay sales, so we're referring this to Development for investigation. Meanwhile, you can use "Send free download link / code" in your Seller Admin to fulfill any affected orders manually.
Thanks for looking into the problem. In the meantime I am sending out my emails manually. Hope this can be resolved soon! Thanks!
I dug through our raw logs and found the IPN for 54E17153L4363944R. It seems you have two different accounts with us, and the payment was sent to an email address that matches your paypal email setting on one account, while the item is listed on the other, so they don't match up. Hopefully that's enough info for you to straighten your settings out; I don't want to get into specifics of your account details here in this public forum; please email support if you'd like us to elaborate.
I shouldn't have two accounts with you. I cancelled the second account back in 2011.
Here's the info from the cancellation request:
Cancellation Date: 02-Nov-2011
Subscription Name: E-junkie Service for Client ID 159198
Subscription Number: S-67V50771YE157322R
I don't understand why this problem is happening now as I have been running this same auction (With the same payment email address) for quite some time without any problems. Why would this issue start out of the blue? The paypal payment address that I use for my ebay auction is the SAME on the e-junkie account where this product is listed. Would you please make sure all info in the old account is deleted and then this problem should be resolved.
Just to clarify, canceling an E-junkie subscription does not delete the entire account linked to that subscription; it just cancels the monthly payment plan for that account, disables the Seller functions of that account 20 days after you miss a monthly payment, and removes any products set up in that account 30 days after you miss a monthly payment. We actually keep a record of those products in our database in case you need to revive them later; they just get marked as Removed, rather than completely deleted.
However, the real problem is that for the Transaction ID you provided, that auction was apparently set up to send payment to the wrong PayPal Email -- i.e., a different PayPal Email than what you currently have entered in the Edit Profile screen for your currently active account. The PayPal Email which received payment for that transaction happens to match the PayPal Email you'd entered in your older, inactive account.
Basically, the way our eBay integration works, by entering our IPN URL in your PayPal account settings, that tells PayPal how to notify our system whenever they complete a payment for you. When we receive an IPN (Instant Payment Notification) from PayPal, we first try to match up the PayPal Email which received the payment to the current PayPal Email in an active E-junkie seller account, then we try to match the auction Title with the Item Name of a current product in that seller's account.
If you happen to have your PayPal account set up with a primary email and any secondary emails, you can't just mix/match those emails for your eBay auctions if you want us to process those orders for you; your auctions have to send payment to the same PayPal Email that's entered in your E-junkie account profile.
Got it. I had no idea you guys kept the old accounts and I now see the conflict. I don't remember changing my primary PayPal email address to the old account email address, but sure enough that's what I had done. Thanks for all your efforts to track down the cause, hopefully the changes will cause the program to trigger properly. I'll post again to let you know after the next sale. Thanks!
12 days later
Still not working. Latest transaction Transaction ID: 7CD884094S6510401.
I made sure my default paypal email address and the address associated with ebay are the same as per your suggestion:
"If you happen to have your PayPal account set up with a primary email and any secondary emails, you can't just mix/match those emails for your eBay auctions if you want us to process those orders for you; your auctions have to send payment to the same PayPal Email that's entered in your E-junkie account profile."
Hm, the auction Title for that transaction does match the current Item Name of a product in your Seller Admin that hasn't been edited lately, so that's not the problem. However, the IPN we received from PayPal told us the payment was sent to your AOL email address, which does not match the current PayPal Email setting in your E-junkie account profile (which currently has your domain email), so that would explain why our system didn't process the order.
The eBay auction must send payment to the same PayPal Email as you have entered in your Seller Admin > Edit Profile screen. If you'd set your auction to send payment to your domain email, and you haven't changed the PayPal Email setting in your E-junkie profile lately, then the question becomes a matter of why PayPal told us your AOL email received the payment -- did you Confirm that email address with PayPal?
https://www.paypal.com/webapps/helpcenter/article/?solutionId=12757&bnr=m
I'm being vague here about your exact email addresses to avoid disclosing personal information, but we'd be glad to discuss more specific details with you via email:
https://www.e-junkie.com/ej/contact.php
Thanks for the reply. The old AOL address has been there forever and everything worked ok until the beginning of the month (I see another person had problems around that time too). It might be something ebay has done on their end. The payment address associated with the auction and the domain name in the e-junkie control panel are the same (And always have been). I've eliminated the AOL email address in PayPal (Even though it was not the primary address). I've changed my ebay email address to be the same as my e-junkie account to see if that makes a difference. If it does, that means that ebay is now only sending IPN to the default email address you've specified for your ebay account and not the email address you've specified for the individual auction. I'll let you know what happens after the next sale.
Thanks!
Joel
That's really strange that PayPal reported the payment as received by your AOL email, even though that was only a secondary email in your PayPal account, and the auction was sending payment to your domain email. Removing that AOL email from your PayPal account, and setting your domain email as the eBay auction-payment email, your primary PayPal email, and your E-junkie profile's PayPal Email setting should hopefully resolve the problem. (BTW, that other person with an eBay problem earlier turned out to be an entirely unrelated issue.)
We've also tweaked things a bit at our end, so if we receive a PayPal IPN reporting both a 'business' email (which should be the email payment was sent to) and a 'receiver_email' (which should be the receiving PayPal account's primary email) that differ, and if the 'business' email doesn't match the PayPal Email of any account in our system, we then try to find a match for the 'receiver_email'.
Finally made a sale today (Unfortunately my eBay business has been VERY slow) and everything went perfect. Thanks for taking the time to answer all my postings and helping me to get to a solution. I still don't know what caused the whole thing to go weird in the first place, my auction had been working perfectly since 2011 with the old settings and they just stopped working at the beginning of April. My guess is that eBay changed something in their IPN without telling anyone. Thanks again!
Best,
Joel
9 months later
I have been having a similar issue-
I will get an email from someone saying they did not get the email (that should be automatically generated once payment has cleared) so I will ask for their transaction details (last name, email, etc.) and I will have no record.
The customer will then send screen shots of the payment both from paypal and the deduction from their bank account, and I will search again - still no record in e-junkie.
So then I will search paypal for their transaction and indeed, it will be there!
Anything I can do to prevent this from happening?
With eBay sales the only thing we have to go on is the product name, it must exactly match the name of your eBay listing, otherwise our system doesn't know what to respond with. Even a single character difference such as an extra space will break the system, so be sure to copy and paste the exact same name for the product and your listing.
Oh I'm sorry I failed to mention I don't sell on eBay. I have a website that has the junkie "add to cart" feature, so there's no way for people to type in any different name or mix up the product somehow, which is why it's so confusing why some transactions aren't registering.
In that case, please start with this troubleshooting page here:
1http://www.e-junkie.com/ej/trouble.paypal.order-not-processed.htm1
Usually this problem will happen if PayPal is not sending us notifications of the payment at all, such as if you have your IPN settings disabled. The help page above goes over how to check that along with any other possible causes for the problem such as using PayPal buttons for your sales as opposed to our buttons.
If your IPNs are turned on and are showing as "sent" from PayPal's end please email us with the details of those IPNs so that we can investigate them further.