I have a simple problem (i hope) that ive been getting nowhere with for the last 5 days or so.
Quite simply, when an admin of viart changes an orders status to one of several enabled status values (that has an email defined and active against it), the customer of the order never gets an email. These are the basic default statuses that come with Viart... eg, "goods dispatched" is an example of one thats important I want to generate emails for.
Now I am sure viart can use my servers smtp. It can send emails on creation of orders in the personal payment system ok without a problem. It can also send emails via the front end when users click the "send product details to a friend" button.
Its simply in the back end related to status values and the emails assigned to these statuses that have a problem. It seems its when a change of status occurs, after initial order creation.
The same issue also occurs in the worldpay payment system that I also have setup. This is configured with a call back from worldpay that DOES correctly update the order statues.
However, again no emails are generated. I know that the payment systems have their own set of preferences and additional messages and email assignments. Again, in those separate preferences all emails are defined and enabled.
Does anyone have any suggestions!
I've had no luck from official support so far and have to put my site live tomorrow!
Thanks for any ideas!
4 Dec 2007 12:56 PM
On the cart back-end have you check off "Send notification to User if status applied"? If NOT the system will not send and email to the customer.
4 Dec 2007 1:03 PM
Yes all relevant email messages have this check box ticked. There is also a valid email address in the from box and nothing else non-standard about the emails content. The test orders that were created to whom these emails should be going also have valid email addresses (my main email address in fact).
4 Dec 2007 2:38 PM
You might check Global Settings "STMP" settings in administrative section for e-mail account.
4 Dec 2007 2:58 PM
You should open up a Support Ticket
Forums will not provide you with quick support from Viart
4 Dec 2007 4:40 PM
I have checked smtp, it works and im 100% positive the settings there are correct as email a friend in the front end is working as are some other back end features.
Ibn, I have opened a support ticket last thursday...
4 Dec 2007 7:13 PM
You might have to wait for tech support. In the meantime are you able to log into your hosting control panel and view the error messages or mail bounce messages? It might give you an indication what the problem maybe.
5 Dec 2007 12:09 PM
Send another message to support or add to the current ticket. Have you tried using mail() rather than SMTP, i always find it works better?
5 Dec 2007 12:14 PM
Yes I have added ample info to the ticket over the last 5 days... support are slowly trying to look into this... i was just also after other peoples experiences and to see if someone else had alternatives or similar issues/solutions.
Ansuk, when you say use the mail function, where are you talking about making changes..?
7 Dec 2007 1:02 PM
Arkid - did you go live? If so were WorldPay ok with the automatic site redirection away from their site that occurs - their FAQs on their callback knowledgebase suggest that this is not permitted.
I'm looking to setup a site with WorldPay as the payment processor so am interested in how you got on.
7 Dec 2007 1:24 PM
The site is just about live without any support from viart on this, we have hard hardly anything. Really feel rather let down on this. They had logged into our system, created a few test orders and ive not heard anything more on this ticket.
Regarding worldpay, i was referring only to the callback function, not to a url redirection, but simply the hidden callback that worldpay makes to viart to update viarts order status as success or failure.
Worldpay themselves have been very helpful and their support is pretty good. Prompt and knowledgeable from personal experience. As for the total integration with viart, its still a work in progress.
It basically worked straight off with viart except for the issue of emails not being generated automatically by viart on the status being confirmed in this callback. Its that which is our ongoing problem...
7 Dec 2007 2:01 PM
Are you having the same problem send test e-mail using Help desk?
7 Dec 2007 2:06 PM
Sorry, can you explain how to do this? Do you mean by creating a new help desk ticket in the cms?
7 Dec 2007 2:19 PM
I'm no expert, but have you check the mailserver logs ... is it complaining about something, either inbound or outbound?
7 Dec 2007 2:34 PM
Do you see notation "Order Change Log" of your test customer?
For this goto ORDERS click on VIEW/EDIT and scroll down to see
"Order Change Log". If it appears then the problem may not be Viart.
For HELP DESK goto Admin menu click HELP DESK to reply to a customer. Then goto mailserver logs to view the actions.
7 Dec 2007 2:36 PM
If all fails then contact your host provider for assistances.
7 Dec 2007 2:50 PM
The problem that you describe can be due to some changes that were recently performed in WorldPay. It would be great if you send us the updated Worldpay documentation so that we check it.