HikaShop: 2 of 3 Order emails not coming through when a credit card is used

Hi,

Thanks for the details, they were enough to find a bug on our side for one of the two emails.

When the payment method takes the money during the checkout, before the order is created, which is what the Stripe Connect plugin does when its "Payment mode" setting is on "Checkout", the payment notification email was not sent. HikaShop builds that email from the order, and at that point the order does not exist yet, so nothing was sent. We've made a new release of HikaShop today with the necessary modifications for this to work: the notification now waits for the order to be created and goes out right after.

The order status notification is a different matter, and it is expected in that flow. Since the payment is already accepted when the order is created, the order is created directly in the confirmed status: there is no status change, so no status notification. What the customer gets on an order which is created is the "Order creation notification" email. Could you check in System > Emails whether that one is published on your site? If it is disabled, your customers indeed receive nothing, which would match what you describe, and publishing it should give them their confirmation on card orders.

Two things which would help us confirm all this: the value of the "Payment mode" setting on your Stripe Connect payment method, and whether the coupon you tested with covered the whole order. If it did, no payment plugin ran at all during that order, which is why that test behaved differently.

Hi,

Update your HikaShop manually to the 6.0.0 and test again. Hopefully, this, along with enabling the order creation notification email will do it.

Hi Edwin,

Thanks for testing.

We would need more information in order to better understand the issue. Could you :

- Open one of these card orders in the backend and look at its history: is there an entry added at the moment of the payment, and in which status did the order end up ?
- On the same order, did the customer receive the order status notification, or is that one missing too ?
- On your Stripe Connect payment method, turn on the "Debug" setting, and check that the "Payment log file" setting of the HikaShop configuration has a file name in it. Then place one test order with a card and send us what the log records.

Hi Edwin,

Thank you for the extra information, the Entries part in particular. I set up an event shop like yours on a test site (entry custom fields attached to products, order placed through the entry registration form, HikaShop 6.6.0) and the four order emails all went out: both when the payment method confirms the order during the checkout, and when the order is created first and confirmed later by a notification coming back from the gateway, which is what your Stripe Connect method does in "End page" mode. So the Entries feature is not what is keeping your emails from being sent.

That leaves the "payment notification : payment" email. That one does not go to your customer, it goes to the addresses of the "Payment notifications email address" setting in HikaShop > System > Configuration, Emails tab. If that field is empty, HikaShop sends nothing at all whatever the payment method does, which would match exactly the one email you are missing.

And when your client's event is over and you can test again, two things would tell us the rest:

- On a card order, the history of the order in the backend: is a line added at the moment of the payment, and does it say the customer was notified?
- The "Debug" setting of your Stripe Connect payment method turned on, with a file name in the "Payment log file" setting of the HikaShop configuration, then one test order. That log tells us whether the payment notification reaches HikaShop and what it asks it to do.

Hi Edwin

Thank you.

On the emails, your order history tells us the important part: HikaShop does receive the payment notification and does confirm the order, so nothing is lost on the way. What is left is only the sending of that one email.

The "payment notification : payment" email is the one email which does not depend on the Emails page alone: it is sent to the addresses of the "Payment notifications email address" setting, in HikaShop > System > Configuration, Emails tab. If that field is empty, HikaShop stops there and sends nothing at all, whatever the payment method did, and nothing appears in the email log. You can look at it on your 5.1.6 site right now without any risk, and it would tell us whether we are looking at a setting or at a bug on our side.

Then, when your client's event is over and you can test again on HikaShop 6.6.0: turn on the "Debug" setting of your Stripe Connect payment method, put a file name in the "Payment log file" setting of the HikaShop configuration, and place one card order. We have also added to that 6.6.0 package the reason why the payment notification email is not sent when it is not, so that log should now name it directly instead of us guessing, along with what the payment notification asks HikaShop to do. So download again the install package on our website and install it again on yours in order to get this extra logging before your test.
Then, provide the payment log file ( you can send it to contact AT hikashop DOT com ) so that we can review it. It should allow us to narrow down the problem.

Hi,

"our order process stalled at Step 1 and would not advance to Step 2" -> That's something we already fixed on our end. Download again the install package of the 6.6.0 and use that new version for the update and you won't have the problem.