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Customer not receiving any emails

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14 years 4 months ago #50395 by millionairess
Customer not receiving any emails was created by millionairess
Hi I have problem where customers aren't receiving any confirmation email from hikashop, only from paypal. I want them to receive the order confirmation email. The order status's are all confirmed. How do I fix this?

Thank you

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14 years 4 months ago #50403 by Mohamed Thelji
Replied by Mohamed Thelji on topic Re: Customer not receiving any emails
Hello,

Did you set a mail address for the "Order creation notifications email address" in "Hikashop -> System -> Configuration -> email" ? if not you'll have to.

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14 years 4 months ago #50404 by millionairess
Replied by millionairess on topic Re: Customer not receiving any emails
Thanks for your reply. I've put my email address there, so I get a notification. How do my customers get notified?

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14 years 4 months ago #50408 by Mohamed Thelji
Replied by Mohamed Thelji on topic Re: Customer not receiving any emails
Your customers will get notified every time that their orders will be "created".

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14 years 4 months ago #50412 by millionairess
Replied by millionairess on topic Re: Customer not receiving any emails
Actually they've emailed me saying that they haven't received any email aside from the paypal notification. And during a test sale I didn't receive any email from the site either, any ideas?

Thank you

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14 years 4 months ago #50413 by Mohamed Thelji
Replied by Mohamed Thelji on topic Re: Customer not receiving any emails
1. Did you set a mail address for the "Payment notifications email address" in "Hikashop -> System -> Configuration -> email" ? if not you'll have to.

2. Did you allowed "payment notifications from PayPal" in "Hikashop -> System -> Payment methods -> 'HikaShop Paypal payment plugin'" ? if not you'll also have to.

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14 years 4 months ago #50432 by millionairess
Replied by millionairess on topic Re: Customer not receiving any emails
1. I put my email address there

2. Yes it's enabled

Still customer have not received notifications aside from the paypal one.

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14 years 4 months ago #50436 by Mohamed Thelji
Replied by Mohamed Thelji on topic Re: Customer not receiving any emails
Ok, so what is your order status when you do your test of purchase ?

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14 years 4 months ago #50437 by millionairess
Replied by millionairess on topic Re: Customer not receiving any emails
It's confirmed

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14 years 4 months ago #50440 by Mohamed Thelji
Replied by Mohamed Thelji on topic Re: Customer not receiving any emails
Can you please :
- put ON the "Debug" Option of your PayPal payement method
- do a simple test of purshase
- and then send me screenshots of your logs (Hikashop -> Configuration -> Files -> see the report)

It would help us to see what exactly happening.

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14 years 4 months ago #50490 by nicolas
Replied by nicolas on topic Re: Customer not receiving any emails
Also, make sure that your website is able to send emails. You can try that with the "mass email" feature of joomla. If it can't, then you should check with your hosting company for the appropriate email settings in the configuration of Joomla.

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14 years 4 months ago #50517 by millionairess
Replied by millionairess on topic Re: Customer not receiving any emails
Thanks for that advice, this may be a silly question- but do customers need to register then to be able to get an email from my site and not just paypal?

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14 years 4 months ago #50587 by nicolas
Replied by nicolas on topic Re: Customer not receiving any emails
If you want your users to get emails from HikaShop, they need to enter their email address in the checkout. Thus, fill the registration form.
However, if you set the "Registration" option of the Checkout tab of the configuration to "no registration", your users won't have to user a username/password and no account will be created for them on your website when they checkout.

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14 years 4 months ago - 14 years 4 months ago #50624 by millionairess
Replied by millionairess on topic Re: Customer not receiving any emails
That's so helpful thank you!

Is there a way of knowing exactly what emails are being sent to them and how to choose which ones you do or don't want to be sent?

Thanks again!

Edit: So I've added login and address to my checkout workflow, I'm on the starter edition of hikashop- does this mean that customers register and an account is created for them? Do they have to log in with a password? I don't want them to have to log in with a password, I just want them to get the confirmation emails. Thank you!
Last edit: 14 years 4 months ago by millionairess.

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14 years 4 months ago #50702 by nicolas
Replied by nicolas on topic Re: Customer not receiving any emails
Emails can be managed via the menu System->Emails in the Business edition. You will be able to activate/deactivate them there as well as modify them.

Yes, an account is created for them. When they click on the confirmation link in the email, they will be logged in automatically on the checkout and they will be able to continue the checkout process.
Then, when they want to order again, they will be able to login with their username/password and their address will already be there, so less work for them.

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