No email notifications go out when IPN payment time expires (PayPal Standard)

  • Resolved eclev91

    (@eclev91)


    3 years, 1 month ago

    I have a client using the built-in PayPal Standard payment gateway. At some point, their IPN URL got misconfigured, so we had several orders that timed out waiting for payment and were changed to “Cancelled”.

    Neither the cancelled order or failed order emails were sent by the site to the configured addresses when this happened, so it took us a minute to notice, since money was showing up in PayPal. Customers just assumed their purchase was successful.

    Seems like at least one of those emails should go out when this happens.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Mirko P.

    (@rainfallnixfig)

    Hi @eclev91!

    As a first step, I would recommend working through the IPN troubleshooting steps in our documentation here:

    https://docs.woocommerce.com/document/paypal-standard/#debugging-ipn-issues

    Also, could you send me a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, you can paste it here in your response.

    Hopefully, IPN troubleshooting steps will work for you, but let us know!

    Thread Starter eclev91

    (@eclev91)

    Yeah we already fixed that. Like I said, my concern is that WooCommerce doesn’t send an email when an order is cancelled because it never heard back from PayPal.

    Hi @eclev91,

    Thanks for getting back to us. Is the canceled email enabled and set to go to the correct address? You can check that by going to WooCommerce > Settings > Emails. All of the emails sent by WooCommerce will be listed here. If they are enabled, they will have a checkmark on the left-hand side.

    If this email is enabled and set to go to the correct address, here’s what I would recommend doing next.

    Install a mail logging plugin like WP Mail Logging.
    Create a test order and set the status to pending payment or on hold.
    Change the order status to canceled. See if any emails are sent.
    If you don’t see any emails in your inbox or spam folders, check the mail log and see if the email is listed there. It should also list any errors that it ran into when sending the email.

    Let us know what you find out and we’ll go from there.

    Thanks!

Viewing 3 replies - 1 through 3 (of 3 total)
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