Hi Vince,

I have an issue with New Orders and Gift Certificate emails going out from our website. We have tested "Email Friend" and it works just fine.

New orders from website are not going out (only authorization emails direct from credit card Moneris are going out) but not "New Order" or "New Customer" emails.

We have also just checked "Gift Certificate" emails to the customer are not being sent to the customer.

Are different ports being used for the sending of emails? In the SMTP port there is a suggestion Eg: 587 which we leave blank and this works fine for "Email Friend" Our default port is 25

Any ideas or help why the various other emails are not going out?

Thanks, Peter

CCI - Tools for the Discriminating Chef

Hi Peter
All the emails are sent using the same function so it would be strange that some are being sent and others are not. Have you tried checking the SPAM folder and things like that? In the admin order status page have you got "Send Email" checked for New Orders?

Vince

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Hi Vince,

Yes we have "New Order" and "New Customer" checked already for a long time but both types of emails do not come in.

We can certainly check "Email Friend" and it works just fine. We have no way of checking the other emails going out unless we create "Gift Certificate" or "New Orders" without triggering a credit card process so it is very difficult to check where the problem might be and why emails are not going out or getting stuck somewhere.

Junk and Spam are all clear.

Peter



CCI - Tools for the Discriminating Chef

Hi Peter
When you enable a payment method you can assign it a login level. So, you could enable the "Email" payment processor but give it a login level of 5, and then create yourself a login with that login level for testing. That would make it easier to test the emails.

Vince

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OK - good tip Vince, we will give it a try.

So far from what I can see when the customer goes to the credit card payment level (in our case Moneris website) the customer only receives the Moneris payment approval. The customer does not receive an email from our site and we also do not receive an email saying new order.

In the case of the Gift Certificate, we see the order in our database however the customer does not receive the email saying they received a gift certificate. We will test this all further.

If the customer places an order by PO, then we receive the email of the new order and the customer receives their order confirmation.

Somewhere there is a disconnect with how the emails are going out which I will try to fully understand.

Peter

CCI - Tools for the Discriminating Chef

Hi Peter
This sounds like it is specific to Moneris then. Have you tried a test transaction through Moneris to make sure everything is working ok and there aren't any errors on returning to the site?

Vince

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Hi Vince,

We see no problems with Moneris, transactions all go through as they should with no errors. If order transaction is completed by the customer the CCI website shows order in database as Unauthorized, we then need to authorize the order. The customer receives the Moneris approved transaction and not the template email order confirmation. We also do not receive "New Order" emails. This could also be why "Gift Certificate" orders do not go to the customer.

If we (or a customer) does not complete the transaction in Moneris - ie Cancel processing, order still shows up and is in the CCI database as Unauthorized. If no payment is made we delete the incomplete order.

We believe this is how the ecommerce templates work.

Peter

CCI - Tools for the Discriminating Chef

The way things should work is that after payment the customer should get taken back to your cart "thanks" page. The cart should then automatically authorize the order and the customer should see their receipt and the email get sent out. Can you start by going through the Moneris help page and see if that gets you back properly. If not, we can try other stuff...
https://www.ecommercetemplates.com/help/ecommplus/moneris.asp

Vince

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Vince you provided a great clue "automatically authorize" as we were doing this manually. It did go back to the thanks page but we had set the Moneris page incorrectly.

We had: "Moneris Gateway will generate a receipt."
It should have been: "Sent to your server as a POST"

We missed that in the instructions when setting up years ago. We will need to get the full Moneris instructions (from Moneris).

One other question, on the Moneris "Hosted Paypage Configuration" page there are two fields "Approved URL" and "Declined URL". We put our thanks.asp page link in both fields. However for the Declined URL there is no declined.asp file in the templates. Do we need to create one?

Other than the above everything seems to be working now. Thank you.

Peter

CCI - Tools for the Discriminating Chef

Hi Peter
You should use the same thanks page for both the approved and declined as the message should be different for a decline as for an approved sale.

Vince

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OK - so from your comment I would assume the eccomercetemplates handle wording for approved and declined automatically with the same thanks.asp page?

Peter

CCI - Tools for the Discriminating Chef

Hi Peter
That would be the case, yes.

Vince

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Perfect, so far everything is now working as planned :)

We really appreciated your help on this one.

Best Regards, Peter

CCI - Tools for the Discriminating Chef