Google checkout e-mails not being sent

[rquinn]

I've been getting numerous purchases lately from users represented by google as "mobile-user" with a transaction number after that. When this happens, my clients do not receive their e-mail notifications with their product keys and download links.



Has anybody else figured out how to get around this?

[rquinn]

Sorry to post again, but is anyone else experiencing an issue similar to this? seems like it could be an issue on google's side, but it happens several times a day and I'd like to get it worked out. Any help is greatly appreciated.



Thanks!

[E-junkie_Guru]

I'm asking Development to look into this, since it seems to be getting into a nitty-gritty area we support techs would never deal with -- I've certainly never encountered anything like this before.



Offhand, I might guess it could be related to some setting in your Google Checkout account; obviously, we can't send the buyer a thank-you email with the link to our download page if no email address is provided, as sounds like is happening here. You might also try contacting Google Checkout to see if they know why you're getting mobile-user instead of an email address.



I don't know if it's relevant or would help, but it can't hurt to double-check every step of our Google Checkout integration instructions to make sure something hasn't been overlooked:

http://www.e-junkie.com/ej/google-checkout-shopping-cart.htm

[E-junkie_Guru]

I'm asking Development to look into this, since it seems to be getting into a nitty-gritty area we support techs never ordinarily deal with -- at least, I've certainly never encountered anything like this before.



Offhand, I might guess it could be related to some setting in your Google Checkout account; obviously, we can't send the buyer a thank-you email with the link to our download page if no email address is provided, as sounds like is happening here. You might also try contacting Google Checkout to see if they know why you're getting mobile-user instead of an email address.



I don't know if it's relevant or would help, but it can't hurt to double-check every step of our Google Checkout integration instructions to make sure something hasn't been overlooked:

http://www.e-junkie.com/ej/google-checkout-shopping-cart.htm

[rquinn]

Tyson,



I verified my e-junkie and google checkout settings. Doesn't seem to be any issues with my settings, or options for mandating an e-mail be entered.



I did notice, however, that for standard google checkout orders, I receive a customer name, a @checkout.google.com email address, and an address. For these MobileUsers, I do not receive a name, do get a MobileUser-XXXXXXXXXXXX@checkout.google.com address, and no physical address (it shows my business address as theirs instead).



From this, it almost seems like google is providing an e-mail address to you guys just like normal, but not collecting any information from the actual buyers, so the e-mail is never forwarded to them. Any ideas on how to get beyond this?



Sorry for the delay in response, but I hadn't received any MobileUser orders in a wihle and thought maybe the issue had worked itself out somehow.



Thanks,

Ryan

[lty2k3]

Tyson & rquiin



Have either of you found a solution for this? I also just noticed this happening today - i'm afraid if my situation is the same as rquinn then my customers will not receive receipts or download links as well.



Thanks,

Loren

[rquinn]

I've figured out WHAT the problem is I think, but I haven't quite figured out how to fix it. When google requests information from purchasers, it lists e-mail address as an optional field. If the user does not supply the e-mail, however, they do not receive the key.



I haven't figured out how to fix the problem yet, but I've added a note to my checkout page stating that the e-mail is not optional. Any ideas on how to fix this for real would be greatly appreciated though!

[rquinn]

I hate to bump this post again, but this problem is getting a little out of hand again (got a recent bump in issues like this). I've done some research, and I realize that the problem seems to be on google's side (they give the option for users to hide their e-mail address, this seems to be when the issue occurs). Is there any chance you guys have any way of helping me get this fixed?



Thanks again for any and all help!

Ryan

[cableboy]

I'm having this exact same problem.



In the past 6 months I'm noticing that a lot of customers are ordering my ebooks via their mobile phones. They don't get the download email and then have to email me, frustrating them and also taking the automation out of the process, which is the main reason I went with E-Junkie.



If the problem is because of Google, can a representative from E-Junkie contact them? I'll gladly put my name on any correspondence to them.

[rquinn]

I unfortunately can't tell you how to fix the issue, as we ended up deactivating google checkout. It was a shame to lose the added checkout option, but the problems became far too frequent and started to reflect badly on us as a company. In the end, we had no choice.



Here's what I do know, however. After speaking with google support multiple times, they confirmed that the issue was on their end. Basically, google checkout provides a random email address to represent buyers. In theory, these email addresses should be forwarded to the customer. When I forwarded them the problem transactions, however, they found that the email addresses weren't forwarded to anything at all. They had no idea what went wrong or how to fix it.



Not really acceptable from my perspective, hence we ditched it. It's a pity because this was a huge selling point for ejunkie in my case. While it's not their fault, it does end up reflecting badly on them just like it made us look bad to our customers.