Please help me sort out digital delivery problems :(

[sinhob]

I'm having awful problems with my e-junkie digital downloads. Every customer so far has complained that they don't receive a link to download my mp3 after paying for it. Here's what's happening:



1/ I had assumed that once a customer placed their order and entered their payment details they would be able to access the mp3 instantly. However, it appears I have to manually click "charge" in my google shopping cart account for each customer. Is this normal?



2/ When they still don't receive it, I've been having to send out the Free Thank You email. So far this has just been a minor nuisance as I haven't had many customers yet. However, I don't want to have to do this every time and apart from anything else, it looks bad having to apologise each time for a problem I don't know how to fix! It will also be difficult for me to keep track of who has paid for the product and who has received a freebie.



Having got my husband to buy a copy, he too didn't receive a link but was told to check his inbox and spam filters. Nothing ever arrived. However, when I sent him the Free Thank You email he got it okay that time...



I am totally bewildered and I'm fairly computer competent - am I doing something wrong? Surely the whole point of the digital download is that the buyers pays and receives it immediately. (I've had to put up notices on my sites asking people to allow approx 12 hours for delivery to allow me time to access the order and process it!)



Please can somebody help or advise me... sorry this is so long but I don't want to miss something out! Thanks.

[sinhob]

Any chance of getting a response? This has been an on-going problem for me and I really am stuck. Please someone help me out!

[dhacker]

I don't use Google's shopping cart so I'm just guessing here. It sounds to me like you've got your credit card authorization set to "capture only" rather than 'capture and charge". I'm guessing that e-junkie is therefore not thinking that the sale is complete. Check your Google configuration to make sure that the sale is complete and not just captured.



Do your users get a "thank you page" after paying on e-Junkie? That's the page that should have the download link on it.

[sinhob]

Thank you so much for that, dhacker. I've made the change to buy and charge which will sort out the first part of the problem!



Now it's the other problem I have to worry about, which I mentioned above. When I did the test run before, after manually charging the order, I got my husband to check his account. He was re-directed a page on e-junkie telling him to check his inbox and spam filters for his link which never arrived.



Any suggestions?



Thanks again for your help

[dhacker]

You wrote . . .



"he too didn't receive a link but was told to check his inbox and spam filters. Nothing ever arrived. However, when I sent him the Free Thank You email he got it okay that time..."



I don't understand what you mean by he "was told to check his inbox and spam filters". Who told him that? After the purchase is complete he should receive a thank you page. Is that the page you are referring to? In general, users shouldn't have to refer to their email to get instructions on how to download the purchase. It should all be in the thank you page.

[sinhob]

He got a receipt for his purchase from Google Checkout which stated "Click here to retrieve your purchase." When he clicked on it it opened a page on e-junkie which stated:



Please check your email for further instructions about your product(s). Sometimes spam filters block automated emails. If you do not find the email in your inbox, please check your spam filter or bulk email folder.



Please contact the seller for any questions."



That was it! No email was forthcoming. In the meantime I sent the free email which contained a link and it arrived and worked fine.



If you have any ideas on this, I'd be grateful. Otherwise, I'll give it another shot now that the google settings have been changed and try again.



Thanks

[dhacker]

You definitely need to try it again. An email from Google Checkout will know nothing about your e-Junkie purchase.



Like I said, you want to look at the "Thank You" page and the e-mail that eJunkie generates.

[sinhob]

okay, will do and thanks again for all your help... you've been great

[dhacker]

So can you help me out on my issue?



http://www.e-junkie.com/bb/topic/2050

[sinhob]

I've looked at my account but I don't use a payment variable url for my product. The box is blank. I'm really sorry I can't help answer this for you, especially since you've been so helpful to me

[dhacker]

Just try to type in the field and see if you can type the "?" or "&" characters

[sinhob]

Just tried and no, I can't type them in either...