RetroBargains
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posted on November 24, 2002 02:22:22 PM new
I have set my online preferences to automatically send out a Payment Received email when a checkmark appears in Item #3 of the Fulfillment Checklist (Payment Received).
I just need reassurance that when I use SMPro to process payments on the Fulfillment Checklist using the Apply Payments/Credits frame on the left that the Payment Received email is actually being sent.
Once I enter the Reason and Amount and click the Apply Payment/Credit button the checkmark appears but I have no way of knowing if the email was sent.
I don't want to click on the "Send Payment Rc'vd Notice" and chance double emailing the customer but I am concerned whether they are getting one Payment Received notice or two.
Thanks for your clarification on this and any suggestions!
Greg Williams
Retro Bargains
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SonyaCS
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posted on November 25, 2002 09:16:56 AM new
Hi Greg,
It should automatically send it, if you have set your preferences to do it. The only way I can think of for you to check is if you had an old auction that was completed and you changed the winning bidder information to your email address, and went through the process yourself.
Regards,
Sonya
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RetroBargains
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posted on November 25, 2002 10:27:47 AM new
Hi Sonya,
There seems to be a problem with the automatic sending of Payment Received email.
I have my Post Sale Management options set with the checkmark to automatically send the Payment Received email once Step 3 is checked. I just double checked that online.
At your suggestion I used an old auction and changed the email address to my own, deleted the payment info and tested it from where you manually enter the payment/credit on the left side of the screen while viewing the individual auction's fulfillment screen. I applied the payment and the checkmark appeared next to Step 3 but the automatic email was never sent out.
I deleted the payment again.
Next I went to Post Sale Auctions and clicked Awaiting Payment on the left and brought up the auctions awaiting payment. I found this particular auction (I only have 3 showing), selected it with the check in the box to the left of the auction and clicked the PAID button at top. This brought me to the "Successfully Marked" page for this one auction. I verified at the top there was a checkmark in the "Send "Payment Received" email to buyers" line, then I clicked on the "Apply Payment/Mark As Paid" button at the bottom. The screen changes and it shows that it was successfully marked as paid.
Next I clicked on the Listing Title to bring up the auction's Fulfillment Page to verify there was a checkmark next to Step 3 showing completion - there was.
I went to my email which is hosted on a web-based server at Register.com and refreshed to check my mail over a period of three or four minutes but no email was sent to me regarding this auction. There is no delay on receiving my email.
The automatic email for the Payment Received is NOT working at all it seems. I have to manually click on "send payment rec'd notice" on Step 3 in the Fulfillment Checklist. Only when I do that and then check my email will I find the Payment Received Notice has been successfully sent.
NOTE: That email is sent instantaneously to my email address so once again I want to point out there is NO delay on my email.
Hope this helps in determing why the Send Payment Received function is not working correctly anywhere automatically.
Thanks!
Greg Williams
Retro Bargains
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RetroBargains
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posted on November 25, 2002 10:31:56 AM new
Sonya,
One additional point. The only time I see the "Email was successfully sent" in red letters at the top is when I manually click to send the Payment Received email on Step 3.
No indication it was sent when trying the Automatic Send function.
Thanks,
Greg Williams
Retro Bargains
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SonyaCS
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posted on November 25, 2002 10:40:31 AM new
Hi Greg,
Thank you for all the information you have given me. I am going to test this on my end as well.
Regards,
Sonya
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retrobargains
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posted on November 25, 2002 01:29:45 PM new
You're Welcome and Thank You!!
Greg Williams
Retro Bargains
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SonyaCS
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posted on November 25, 2002 01:33:58 PM new
Hi Greg,
I have tested this the same way that you did and I received the payment notification when I used the apply payments/credits box. Does your ISP have any kind of filtering device on email?
Regards,
Sonya
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retrobargains
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posted on November 25, 2002 05:03:02 PM new
Hi Sonya,
My email address, [email protected] , does not come through an ISP. That email address is located at Register.com where I have my Domain name registered.
That is web-based email and again, I receive my Payment Received notices through that address instantly but only when I manually send the notice.
I'm also receiving the WBN notice copies and all other email that customers send me. I'm even receiving your emails posted in this thread because I have checked the box to be notified.
It's strange why it works for you and not for me. I'll run another test to see if it works now.
Greg Williams
Retro Bargains
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retrobargains
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posted on November 25, 2002 05:55:36 PM new
Sonya,
I tried again and got the same result: Automated Payment Received notice is not being sent.
It will only send when I physically (manually) click to send it on Step 3 in the Fulfillment Checklist.
I tested this on two separate email accounts of mine: [email protected] and my AOL account: [email protected]
Again, and on both email accounts I receive the MANUALLY sent email instantly. No delay. But I never receive an automated email for the Payment Received.
If you like I can send you screen shots of my online settings, but you can probably view them direct - I haven't changed them.
I have also, just for the sake of troubleshooting, performed the second test on a different computer in my home. I didn't think that would matter but I wanted to test that aspect too.
I used to work tech support and in testing a similar situation I found that sending and receiving the test from my workstation I could not duplicate the customer's problem because in reality the function of releasing the mail and receiving the mail were on the same network where I worked. On the same side of the firewall so to speak. In order to duplicate the customer's issue I had to actually test it from an external computer and only then was I able to see what the customer was seeing.
Since I don't know your systems, I can't say this is the same thing, but it may be worth a shot. Do you have any dial-up test stations in engineering or product development? Just a suggestion and food for thought while trying to figure this out.
At least now I know that I need to manually send the notice until this is all figured out.
Thanks!
Greg Williams
Retro Bargains
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RetroBargains
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posted on November 29, 2002 10:30:19 PM new
Has this been corrected yet?
Have you had a chance to test it away from your AW computer?
I would like to know when I can stop manually sending the "automatic" Payment Received email that is not going out automatically.
Thanks,
Greg Williams
Retro Bargains
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SonyaCS
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posted on December 2, 2002 08:45:21 AM new
Hello,
I am still checking on this -- I have not seen any other reports of similar problems at this time. Please continue to check here for updates.
Regards,
Sonya
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RetroBargains
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posted on December 4, 2002 07:30:25 PM new
Thanks Sonya,
I just went through an exhausting phase or repairing my Windows XP.
Things were really "quirky". I'll run the test again and see if it has cleared up - may just be isolated on my end.
I'll let you know.
Greg
Greg Williams
Retro Bargains
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RetroBargains
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posted on December 5, 2002 08:29:54 AM new
Okay, I just tested everything again. No Change and everything on my system is running optimum.
The ONLY way the Payment Received Email will go out is if I manually click to send it. It absolutely will not work automatically when Step 3 is completed.
There definitely is a problem with this.
Have you had a chance to test this externally away from AW?
I have triple and quadruple checked all of my settings - it should work but it isn't.
Please escalate this.
Thanks,
Greg Williams
Retro Bargains
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SonyaCS
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posted on December 5, 2002 09:00:16 AM new
Hi Greg,
I have heard back on this issue that you are having. The Payment Received email is only sent when first checking step 3 -- if step 3 is unchecked and checked again, the email is not sent again. If this doesn't help please let me know one of your auction ID numbers that has been giving you trouble, so I can forward it back to engineering.
Regards,
Sonya
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RetroBargains
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posted on December 5, 2002 09:10:40 AM new
Hi Sonya,
Ooookay. Since removing the checkmark from Step 3 negates the testing that you had me do, that takes us back to "square one" and my original question that I posed and I repost here for your convenience:
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I just need reassurance that when I use SMPro to process payments on the Fulfillment Checklist using the Apply Payments/Credits frame on the left that the Payment Received email is actually being sent.
Once I enter the Reason and Amount and click the Apply Payment/Credit button the checkmark appears but I have no way of knowing if the email was sent.
I don't want to click on the "Send Payment Rc'vd Notice" and chance double emailing the customer but I am concerned whether they are getting one Payment Received notice or two.
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My Preferences are set correctly - Do I now have 100% assurance that customers are receiving the Payment Received email when Step 3 is completed the first time?
My main concern is that I do not want to double email my customers but at the same time I don't want to NOT email them either.
Thanks,
Greg Williams
Retro Bargains
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SonyaCS
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posted on December 5, 2002 09:16:30 AM new
Hi Greg,
I apologize as I realize this must be getting really confusing since the information I received contradicts our test. I think that the best way to test this right now is to see what happens when one of your currently active auctions closes. You have the setting correct, and this would be for a brand new auction. I have tested it that way, and I can assure you that it works. Once again I apologize.
Regards,
Sonya
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RetroBargains
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posted on December 5, 2002 09:29:54 AM new
Sonya,
No apology necessary; the test was a great idea! I didn't mind.
I'll trust the system - after all, nothing is 100% (that wasn't fair of me to ask - sorry!).
I'll trust it is sending it as it should.
Sorry for the confusion from my end.
Best Regards,
Greg Williams
Retro Bargains
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