Confirmation emails not being received

[ukfish1]

Koomla 3.10.8
VM: 3.8.8
PHP: 7.3.3

Just copied our the site over to test domain to update joomla, VM and various other bits of the site. When we now place orders we are not getting any confirmation emails to say an order has been placed although the orders are shling in the VM backend.

Any ideas why this might be?

Not sure whether it has anything to do with users. In the VM  (shop >> shopper information) the config , the vendoir check box is ticked. There are no details in the email, username and displayed name fields. When i try to complete these using the superuser login details for Joomla I get this error.

vmError: There is a serious problem with your store, there are entries with the same virtuemart_vendor_id 1 enable the vmdebug or check your virtuemart log files and fix it immediatly. Use the setStoreOwner function in Tools and Migration
vmError: storing user data
vmError: Was not able to save the VirtueMart user data

Thanks

Paul

[Jörgen]

http://forum.virtuemart.net/index.php?topic=143921.0
http://forum.virtuemart.net/index.php?topic=143662.0

Jörgen

[ukfish1]

many thanks. I'll check them out.

paul

[ukfish1]

So I have managed to set rid of this error:

vmError: There is a serious problem with your store, there are entries with the same virtuemart_vendor_id 1 enable the vmdebug or check your virtuemart log files and fix it immediatly. Use the setStoreOwner function in Tools and Migration
vmError: storing user data
vmError: Was not able to save the VirtueMart user data

We are still however not getting confirmation emails sent when an order is placed to either the vendor or shopper.

In the "Default Order Status to send email to vendor" we have pending option enabled. The last order we placed is showing in the VM backend  as pending even though we received an email from our payment gateway (stripe) to say the order had been placed.

Thanks

Paul

[Jörgen]

Pending is because the callback from stripe does not work.
I would check settings for the stripe payment. Your callback url is probably wrong.
Jörgen

[ukfish1]

many thanks. I;ll check it out

Paul

[ukfish1]

Ok, so we have changed the endpoint URL in Stripe to match the website address .

the situation now when we place an order is.

1. Orders show in the backend of the website as confirmed.
2. We receive an email from stripe saying the order is confirmed and payment is taken.
3. NO confirmation emails are received by either the vendor or the shoper coinfirming an order has been placed.
4. If we update the order to say cancelled, emails ARE received by the vendor and the shopper to say the order has been cancelled.
5, An email is received from Stripe refunding the payment

So the only thing that is not wortking is confirmation emails being sent when the order is first placed.

Thanks, Paul

[Jörgen]

If you have set options for receiving email in VM configuration correctly and the stripe payment option has correct order status option setup (confimed not pending), then there is time to talk to your stripe payment method provider.

Jörgen

[ukfish1]

Hi

We have spoken with Stripe and the developer of the Stripe payment gateway plugin and both have checked that all the settings relating Stripe payment method are correct.

the latest situation is we are receiving confirmation emails as expected for all order types apart from PENDING.

Joomla emails are obviously correctly configured ad we are receiving mails when an order is confirmed etc.

Is there anything further we should check.

Regards

Paul

[Jörgen]

Pending emails are not sent to customer. I think You can configure this for vendor.
Please make a new status and assign Pending_payment or whatever and assign emails to this if needed.

Jörgen

[ukfish1]

As an update to this issue, we are still not able to get emails sent to the vendor for pending orders.

More importantly, emails for confirmed orders have now stopped being sent again to the vendor. We have 10 orders in the backend of VM but no confirmation emails have been received for these. Priory to this the confirmed emails were being sent OK.

We have not updated Joomla or Virtunemrt so cannot work out why this has recently happened.

Regards

Paul

[ukfish1]

any ideas?

Paul

[GJC Web Design]

The only way you are going to solve this is by testing ... we have no access either to your install or to your email...

there are tools there to test and you have to methodically go through the sequence until you pinpoint what is happening..

You say u have changed nothing yet suddenly the emails have stopped ... therefore it is highly unlikely to be VM... checked your mail server? spam? mail trace? Joomla mail tested?
Done test orders? test emails?

As mentioned many times here ... the payment plugin is responsible for changing an orders status to one that you have configured will send an email.

If you change an order manually to that status an email will be triggered. Is it?

[ukfish1]

Hi

Thanks for your advice.

After further testing, it appears as though the orders are being received OK but remain as "pending" in the backend of VM.

If we change the order manually to "confirmed" the confirmation emails are indeed sent out.

So as you say, this would therefore suggest the problem is with the stripe payment plugin and not Virtuemart?

Thanks

paul;

[Jörgen]

Pending emails are not sent to customer. I think You can configure this for vendor.
Please make a new status and assign Pending_payment or whatever and assign emails to this if needed.

Jörgen

Stripe plugin or your settings.


Jörgen