Hi anyone,

I am not sure if I have a switch off or not set properly on this one.

Customer places an order and gets the email confirmation. We do not get our email saying new order received.

Any idea what might be wrong?

Thanks, Peter

CCI - Tools for the Discriminating Chef

Hi Peter

Was this just for one order or all orders? If it's just one or two it may have been a glitch of some kind. If it's happening on all orders and all emails functions on your store I would have a look here https://www.ecommercetemplates.com/help/email-help.asp

Andy

Please feel free to review / rate our software

Hi Andy,

It appears that it always happens. Emails go to customer, we do not receive order placed emails.

Regards, Peter

CCI - Tools for the Discriminating Chef

Are you sure the email isn't going to the spam / junk folder as if customers receive notification it would suggest the email settings are fine.

Andy

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I just checked the emails for our "Sales" Canadian site and there is nothing in junk mail.

Is there a way to check if they (both) are being sent out? I know the customers emails are going out as I receive my test orders placed, but no email to the company email.

Regards, Peter

CCI - Tools for the Discriminating Chef

I would test the "ask a question" feature on the site to see if you get that email.
Also, is the email you are sending to, does it match the domain name? It's come up before where there was problems if a different email (domain) was used.

I tested your site and the email a friend works fine so it does appear email functions are working on your site. The order at your store email is a copy of the one the customer received so we'd expect both to work really. What payment provider are you using, does this happen regardless of the payment method?

Andy

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OK, I tested both "Email Friend" and "Ask a question", both are being received in our "Sales" emails.

Customer receives email confirming order from our site as well as Moneris email concerning payment.

We receive emails if product purchased via PO method, we Do Not receive emails "New Order Received" from our website if order placed by credit card.

Regards, Peter

Andy I will send under separate email the Undeliverable report received when you tested "Email Friend", the email you used is perhaps not valid but there is other information on the report that might help solve this issue?

CCI - Tools for the Discriminating Chef

As a test, you might want to add a second recipient to the Order At Your Store email. In your main settings, put a second email under EMAIL SETTINGS > Email Address separated by a comma. I suggest an email other than one that is @yourdomain.

And I hate to state the obvious, by is New Order checked under EMAIL SETTINGS?

Marshall
CENLYT Productions - ms designs
Affordable Web Design
Custom Ecommerce Designs
Responsive Websites
Cenlyt.com

New Order and New Customer are checked.

I have added a gmail account after a comma.

Thanks for the tip Marshall, lets see what happens.

Regards, Peter

CCI - Tools for the Discriminating Chef

I should have said "New Order and New Customer are checked and have always been checked"


CCI - Tools for the Discriminating Chef

Any luck with Marshall's suggestion? It really needs to be an email that is good for the domain though.

Andy

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OK here is what I found out in trying Marshall's suggestion.

If customer pays by credit card all we get the order confirmation of payment via Moneris.

If customer orders via PO then email "Order at your store" arrives either to our company email or my Gmail account. I have setup two emails with the comma separation. It does not matter if emails go to our company email or my Gmail account; we do Not receive the "Order at your store" email if customer pays via credit card.

Perhaps the Moneris email setup cancels out the "Order at your store" emails.

Right now I don't know how else to check.

Regards, Peter


CCI - Tools for the Discriminating Chef

quote:

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If customer pays by credit card all we get the order confirmation of payment via Moneris.

---

When paying using this method, is the customer getting the Thank You page do you know?

Marshall
CENLYT Productions - ms designs
Affordable Web Design
Custom Ecommerce Designs
Responsive Websites
Cenlyt.com

I just did a test using my credit card and here is what happened.

When credit card was approved page changed to "Transaction Approved - Thank You"
"Please print this page and keep it as your transaction receipt"
Order details, amount, etc. were on this page.
Under payment method: Order ID: 2092.plus moneris #
On this page under Customer Details, Customer ID: (nothing here)

Received email from Moneris
Subject Line: Transaction Receipt - Do Not Reply
Only received email from Moneris "Transaction Approved - Thank You", nothing from CCI site such as Thank You page
Under payment method: Order ID: 2092.plus moneris #
On the email under Customer Details, Customer ID: (nothing here)
This email is pretty much the same as what showed on the screen after payment.

No other emails received.

When I go to our website to track the order status it currently says "Awaiting Payment", although payment has been approved by Moneris.

Looks like several issues going on.

Regards, Peter


CCI - Tools for the Discriminating Chef

Sounds like a call back issue. I am not familiar with the Moneris setup, but have you input all the information on Moneris site and in the admin? https://www.ecommercetemplates.com/help/ecommplus/moneris.asp

Marshall
CENLYT Productions - ms designs
Affordable Web Design
Custom Ecommerce Designs
Responsive Websites
Cenlyt.com

Hi Marshall,

I just checked and it appears ecommercetemplates Moneris configuration is all correct. Credit cards are being processed, just we are not receiving the "Order at your store" emails.
Moneris "Transaction Approved - Thank You" emails are being received. It appears to me that once website goes to Moneris for credit card processing the internal "Order at your store" gets dropped.

We are getting "Order at your store" emails if a PO is produced so that part seems to be working fine. Additional problem with that page is a formatting issue and I am still trying to find where I can fix that problem. We have a right box frame line does not fit to the page.

Regards, Peter

CCI - Tools for the Discriminating Chef

You've been using Moneris for quite a while, haven't you Peter? Have you always had the email problem or did it just start happening? Is the site in question on https by the way or returned to the thanks page on https?

Andy

Please feel free to review / rate our software

Hi Andy, I think we probably have been having this issue for a long time, I just never realized we were not getting the "New order received" etc., emails as our staff are receiving the Moneris emails and assumed that was all they were to receive. Since I have been having other issues with our cc.us site I started digging into all this and am finding numerous problems which I am working through. This email thing is one of them.

CCI - Tools for the Discriminating Chef

Hi Andy, regarding your question: "Is the site in question on https by the way or returned to the thanks page on https?"

Our site is not on https but when switching over to Moneris their site is.

FYI we are currently looking at switch over to Business internet Dedicated Over Optical Ethernet which will give us 32 ip address enabling further upgrades to https on various websites.

Perhaps this will help.

Best regards, Peter

CCI - Tools for the Discriminating Chef

Can you try a test order with Moneris and make sure you get back to the thanks page with an order summary? Also check if there is a warning posting back to a page (thanks.asp) that isn't on https.

Andy

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