Gift certificate problem
Printed From: ProductCart E-Commerce Solutions
Category: ProductCart
Forum Name: Using ProductCart
Forum Description: Running your store with ProductCart
URL: https://forum.productcart.com/forum_posts.asp?TID=4187
Printed Date: 04-March-2025 at 11:27pm
Software Version: Web Wiz Forums 12.04 - http://www.webwizforums.com
Topic: Gift certificate problem
Posted By: caughlan
Subject: Gift certificate problem
Date Posted: 03-December-2010 at 12:15pm
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I upgraded to v4 a while ago and have had this problem since then, but only now am I trying again to get it to work... When a customer buys a gift certificate it shows up in the back end of my site, but no emails are generated to the buyer or the recipient. Orders are set to be 'processed' when placed, so that's not the problem. I've tried switching that so that I had to process all orders by hand to see if that worked but it didn't. Gift certificate files have not been changed at all. I'm not sure if there is some setting in the backend that might be interfering. I used to sell certificates with v3 and still get requests. Does anyone have a similar problem on idea? thanks! Stacelynn ------------- Stacelynn Caughlan |
Replies:
Posted By: NorthernBead
Date Posted: 28-March-2011 at 10:13am
| Same problem here. I've processed the order and marked it as paid, but it still won't generate a code or send the email. Help? |
Posted By: ProductCart
Date Posted: 28-March-2011 at 12:41pm
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Hi NorthernBead, We located a ticket that Stacelynn (message above) had submitted to us back then. After quite a bit of troubleshooting, we concluded the following at that time: The issue here does not seem to be related to Gift Certificates, but rather to PayPal. It appears that PayPal is not correctly communicating back to ProductCart. Please review these settings: http://wiki.earlyimpact.com/productcart/paypal_standard Specifically, double-check that the "Activate Instant Payment Notification (IPN)" is correct. The actual cause of the problem might not have been an incorrect setting, but rather an intermittent issue with the PayPal IPN system. PayPal indicated that the issue was resolved, but we also released a patch to get around it. Please see: PayPal IPN issue (orders remain incomplete) - 03.22.2011 http://www.productcart.com/technical-support.asp#updates - http://www.productcart.com/technical-support.asp#updates It theoretically could affect the creation of gift certificates since the order remains "Incomplete". If you then were to reset the order status from "Incomplete" to "Processed", gift certificates would not be generated. In your case, however, it appears that there must be another issue as another payment gateway was used (we know this from a ticket that was recently submitted by the ProductCart reseller that you are working with). We are researching the problem. ------------- The ProductCart Team Home of ProductCart http://www.productcart.com" rel="nofollow - shopping cart software |
Posted By: NorthernBead
Date Posted: 28-March-2011 at 2:29pm
| Thank you! Yes, this transaction was done through my payment gateway. I look forward to your reply. |
Posted By: caughlan
Date Posted: 28-March-2011 at 2:36pm
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I'm glad this came back up again - PC asked me to upgrade my shopping cart to test that theory (which I just haven't have time for) and without the GCs I've missing yet another big season selling them for brides. I hope the solution is simple! ----------------------------------- UPDATE!! I just turned on the manual credit card field (thus no processor involved at all) and it worked fine. All emails were generated without a problem... Don't know why we didn't think to try that before. Hope that helps ------------- Stacelynn Caughlan |
Posted By: caughlan
Date Posted: 09-April-2011 at 2:32pm
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any update on why GCs won't work with our payment processors? (running PP patch, still no luck) thx ------------- Stacelynn Caughlan |
Posted By: NorthernBead
Date Posted: 10-April-2011 at 9:56am
It turns out mine was a one-time glitch. Everyone looked at my system and it was all good. I placed the exact same order my customer did and the GC's worked fine. Just one of those things 
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Posted By: caughlan
Date Posted: 10-April-2011 at 2:38pm
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then mine's just a Paypal thing. Bummer, sad to be without GCs during the wedding season. :(
------------- Stacelynn Caughlan |
Posted By: Matt
Date Posted: 10-April-2011 at 3:12pm
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Are you getting the order? It seems to me that if no email is sent and GC is not generated, then the order is probably incomplete as well. This is typically because PayPal is not setup properly. Did you check the settings in the help links we provided? PayPal logs all of their IPN callbacks. So you can also go into IPN History and check for errors with the IPN (Instant Payment Notifications). However, I cannot help you via the forum because I would need access to your control panel. If you need further assistance please open a ticket. |
Posted By: caughlan
Date Posted: 10-April-2011 at 3:43pm
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Settings were checked, new files installed, you guys already went though my control panel, IPN etc and tested it but found nothing. I was told I had to upgrade to see if that helps, but my cart is so customized that it's not something I can do overnight. Plus I have little hope it would make a difference seeing as all relevant files were up-to-date anyway. I had given up hope until I saw this thread opened again, alas, no hope again. thanks though ------------- Stacelynn Caughlan |
Posted By: Brett
Date Posted: 10-April-2011 at 4:35pm
To me, that is the worst possible kind of error. It happens to me every once in a while, and it always pisses me off. I'd much rather have an error that I can pinpoint and fix. The thing about sporadic errors like this is, it begs the question: How often does this kind of thing ACTUALLY happen to your customers? It's hard to answer, since you can't recreate the error consistently. I'm glad to hear it hasn't been happening for you anymore. It was probably an issue with old session variables or cookies or something like that saved client-side. I've seen that happen a couple times with saved shopping carts. |
NorthernBead wrote:Posted By: Matt
Date Posted: 10-April-2011 at 4:47pm
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If you checkout with PayPal and click the button to return to the store does the order go through? If this issue only occurs when you do not click the button to return to the store, then I would triple check those PayPal settings. Look for typos in your IPN URL and make sure auto return is "Off". The "Auto Return" and the "Payment Data Transfer" buttons must both be turned to the off position.This exact issue has been reported dozens of times over the years and just about every time it turns out to be the settings. In the other rare cases it was the new PayPal bug, but we created a workaround for that in the latest patch. |
Posted By: caughlan
Date Posted: 11-April-2011 at 11:57am
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Order is generated either way, no emails are generated though. That's where the problem lies. No confirmation to the buyer, recipient, or me. Order shows up in the back end as processed and ready to go though. IPN and all associated PP files are checked, double checked, triple checked. We've done everything we can up to this point short of reinstalling PC (including through a support ticket). Nothing. Perhaps when we have time to upgrade PC to a newer version the problem will mysteriously disappear. Or if we use a processor other than paypal. Thanks for you advice! ------------- Stacelynn Caughlan |
Posted By: ProductCart
Date Posted: 11-April-2011 at 12:48pm
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Hi Stacelynn,
When you say: "order is generated either way...", could you clarify whether the order remains "Incomplete" in ProductCart or whether it appears as processed, and it is simply the e-mail messages that are not being sent? If the order remains "Incomplete", then the issue is that ProductCart is not getting the notification from PayPal that the order has been paid for and we need to focus on that. There were issues with Instant Payment Notifications in late 2010, PayPal indicated that they were resolved, but we also issued a patch to get around the problem. That is the patch mentioned earlier in this thread, which can be downloaded here: http://www.earlyimpact.com/productcart/technical-support.asp#newIssues - http://www.earlyimpact.com/productcart/technical-support.asp#newIssues If the order is "Pending" or "Processed", then there is no issue with PayPal, but rather with the e-mails not being sent. There could be many reasons why e-mails are not being sent. Please clarify the above so that we can recommend the best next step. ------------- The ProductCart Team Home of ProductCart http://www.productcart.com" rel="nofollow - shopping cart software |
Posted By: caughlan
Date Posted: 11-April-2011 at 4:53pm
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I guess I had assumed that my support ticket was closed because there was nothing else to look into... EI had already been into my control panel to take a look etc. but hopefully this convo will help if anyone else has this problem in the future. GC orders placed through PP are complete and processed, GC code is generated and visible to me in the control panel. The ONLY problem is that emails aren't generated to anyone. They are generated for all other orders etc from gift registries to regular orders. Never a problem. Only GC via PP won't generate emails. When I bypass Paypal and simply have a credit card field visible for offline payments, an email is successfully generated to the buyer and to the store owner. But still none to the recipient. (which is why everyone thought it was a PP issue I suppose) I never edited my GC files after installing V4 (I even did a clean install of it to avoid upgrade issues), but that's when my GCs stopped working. And why we assumed I would have to upgrade PC again before any further trouble shooting could take place. ------------- Stacelynn Caughlan |