Email TRIGGERS Questions

[bugman]

My new site was set to send a Customer Order Notification email on the "Order was placed" trigger - and it did.

I've decided to now Ignore Failed Payments and always allow a user to checkout, even if their payment fails authorization.

But if the payment fails, we aren't going to ship the order, so I don't want to send the Order Notification.

I tried changing the trigger to "Order with shippable items was fully paid", but no email was sent when an order was placed and payment was captured (order shows Payment Status PAID in Order Manager).

What do I need to do to trigger the Order Notification Email to be sent only when an order is properly paid for (with either Paypal or credit card)?

[mazhar]

I tried the configurations on R6 install and for me it is sending the Email. Please check error log maybe something is not right with Email configurations?

[calvis]

Mazhar,

He DOES NOT want the order confirmation email to be sent on a failed payment. I have the same problem and it's rather annoying.

[mazhar]

I tried his configurations. It means I used "Order with shippable items was fully paid" instead of "Order Placed" event and it only sent Email for order created with successful payment. Am I missing something? Can you explain your case?

[calvis]

I don't want to hijack a thread, but I assume we are talking about the same thing.

I will give you an example of one that happened this morning. Customer places an order and there was not enough money on their card. In the payment section I see:

partial_payment.jpg

But for some reason the customer is sent an order confirmation email. This confuses the customer because they think the order is completed. In this case I have to go to authorize.net and find out how much the partial payment is and manually apply it to the customer's order. Then I have to start the process of contacting the customer trying to get the balance from them. An order confirmation should never be sent unless the order is paid in FULL.

That is an example in my case.

[bugman]

Calvis - no worries about hijacking my thread - there is strength in numbers!!

However, I think you are talking about a little different aspect of the situation.

For ME... if customer places an order and the payment is not paid in full (what we've had so far is credit card completely declined, and a couple Paypals that didn't complete properly for unknown reasons)... I don't want the Order Confirmation email to be sent - the customer thinks all is good when in fact we will not ship until order is paid in full. So I changed the trigger from "Order was placed" to "Order with shippable items was fully paid", did a test order which was paid in full, but NO Order Confirmation was sent. I think you & I are on the same page so far.

But ALSO, I want to automatically send a Failed Payment notification when a customer's cc is declined (or a Paypal payment doesn't complete). For that, I created a template, and set the triggers to "Payment capture failed" then did a test order with a failed payment (fake cc number) but no email was sent. So, I decided to try the shotgun approach - I set THREE triggers: (Payment authorization failed, Payment was partially captured, and Payment capture failed) thinking ONE of them might trigger the email, but so far no dice - I have had about three failed Paypal payments & no emails sent (I have it set to bcc my sales team). I can send them manually & customer receives (I spoke to one customer), but I cannot trigger them automatically.

Sure want to make this work!!!

[Katie]

I want to focus on the first issue until we figure out what is going on. This worked for me. I just tested (twice to make sure) that the Order Notification will only be sent when the order is paid in full instead of when the order is placed with a failed payment.

I am using version R8, but I checked the changes logs between R6 and R8 and didn't find anything specific to this trigger not working.

After the order is placed, do you see a VOID for payment status? How does the order become fully paid? Do you use AbleCommerce to Add a new Payment or do you simply change the order status?

Thanks
Katie

[bugman]

Thanks for helping Katie!

OK, I just tested as follows:

1) I have trigger for Customer Order Notification email set to "Order was placed".

2) I have a template called "Problem with your Payment" for which I have THREE triggers set (yes, I'm throwing darts!) assuming that any one of multiple actions set will trigger the email (is that correct?). The 3 triggers are: "Payment authorization failed", "Payment was partially captured", and "Payment capture failed".

3) I created an order using a bad Visa #, payment fails - order status shows "Payment Pending", payment status shows "Void".

4) I received the Customer Order Notification email as expected based on the "Order was placed" trigger, but I do NOT receive the "Problem with your Payment" email I was hoping for.

5) I changed the trigger for the Customer Order Notification email to "Order with shippable items was fully paid" (should I try a different trigger?)

6) I created another order with same bad card #, payment fails, order status shows "Payment Pending", payment status shows "Void".

7) At this point I thought I had PARTIAL success - this time I did NOT receive the Customer Order Notification email (that's good!), but I still did not receive the Problem with your Payment email I wanted. BUT, during this time, a REAL order also hit my site that was properly paid (order status shows "Shipment Pending", payment status shows "Paid"), and it appears that the Customer Order Notification email did NOT go out for that GOOD order. I have the template set to always BCC an internal address, and I got no email for that one. Have been getting all others, so I have to assume this one did not go out at all - so I can't use that trigger.

I then went back to the first order I placed with failed payment and manually changed Payment Status to "Completed", which automatically changed the Order Status to "Shipment Pending" and the grid shows "Paid" in the Payment column (like all other real, paid orders), but I did NOT get a new Customer Order Notification email (was hoping I WOULD due to the trigger being set at "Order with shippable items was fully paid", but no joy).

When payment fails on a real order, I my desire is for the customer to "re-pay" the order by clicking on the Pay Now link on their order review page. I haven't tested that to see if a Customer Order Notification email will be generated in that scenario b/c I'll have to actually charge my card to do it - but I certainly can do that if you advise.

Could having multiple triggers set for the "Problem with your Payment" email be a problem? Could that cause it to NOT be triggered? If so, which single one should I try?

[Katie]

I tested your scenarios by created a new email template for Failed Payments. I set the AC test gateway to Authorize only, and the Execution Mode to 'Always Reject'. From the store settings page, I have the checkout option to always create order even if the payment fails. For the email template, I first tried with the Payment Authorization Failed trigger and it worked. Then I added two additional triggers for Payment was partially captured and Payment Capture Failed. Still, the email is working.

In this particular case, the trigger 'Payment Authorization Failed' will be used when you have the gateway in Authorize Only mode and the cc fails authorization. The trigger 'Payment was partially captured' would only apply if you allow partial payments and the order has been partially paid with a balance remaining. The trigger 'Payment capture failed' would only apply if the gateway is set to Capture funds at time of sale. It is best to only use the trigger that applies in your case, but it did work for me no matter what I tried.

So...at this point I have to wonder if it is something specific to your install. I keep checking the change logs and I find nothing about email triggers not working in the R6 build. We had one issue with inventory not destocking but that was fixed with a patch. By chance, did you upgrade from Gold R5? In R5, we had quite a few problems with triggers but they should have been fixed in R6.

Also, are you sure the email isn't going into a spam folder or something?

[bugman]

Yes, indeed we did upgrade from R5 to R6.

I check our SPAM quarantine daily, no, the emails are not going there.

I really want this to work... but I don't know where else to turn.

I have reported to my developer (AWCS), but they haven't been able to come up with anything yet either.

AAARRRRGGGHHHHHH!!!!!

[Katie]

One thing you can try is to install a clean (unaltered) version of R6 and see if this problem is due to the upgrade.

[bugman]

I'll discuss with my developer.

Thanks Katie....