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Old 02-08-2018, 08:43 PM
Fabrique de l Imaginere's Avatar
Fabrique de l Imaginere is offline
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Buyer not receiving notification emails


Hello,

https://www.wix.com/my-account/sites...ralInfo=editor

I have a problem : the buyer doesn't receive any notification.
Upon purchase, I correctly receive 2 mails : one to inform of the purchase and a copy of the mail supposedly sent to the buyer. But nothing reaches the buyer.
I have tried with 3 different buyer mail accounts (2 on @orange.fr, one on @laposte.net), to no avail.
I have tried real payments with paypal, and both sides have received mails from paypal.
I have checked the spam.
When I change the status of the order, again no mail reaches the buyer, and this time I receive copy of the notifications only for cancellation, not for the other changes (I haven't checked all cases).

thx for your help

Sébastien
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Old 02-08-2018, 08:58 PM
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Fabrique de l Imaginere Fabrique de l Imaginere is offline
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I've checked a new mail, on @gmail.com this time, with the same effect.

Side note. I've used the "reply-to" in the notification copy received, and this one reaches its destination.

thx
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Old 02-09-2018, 06:19 PM
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Scully Scully is offline
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Hi there,

Alexandra with Ecwid team is here, thank you for contacting us!

Could you tell me the order numbers in question? I'll check our mailing records to see what notifications were sent to the customers.

Thanks! I look forward to your reply.
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Old 02-09-2018, 06:34 PM
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Fabrique de l Imaginere Fabrique de l Imaginere is offline
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All of them... I've made several tries, and never received any notification from Ecwid.

One point that may explain, when I first configured my profile, I made an error in my mail address (se****ien-****lle@orange.fr instead of se****ien-****lle@orange.fr). Later on, I changed it to lafabr************ere@laposte.net.

Last edited by Rina S; 02-15-2018 at 04:22 PM.
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Old 02-15-2018, 04:21 PM
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Rina S Rina S is offline
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Quote:
Originally Posted by Fabrique de l Imaginere View Post
All of them... I've made several tries, and never received any notification from Ecwid.

One point that may explain, when I first configured my profile, I made an error in my mail address (sebastien-capelle@orange.fr instead of sebastien-capelle@orange.fr). Later on, I changed it to lafabriquedeimaginere@laposte.net.
Hello,

This is Rina from Ecwid Customer Care team. I’m sorry you’ve faced this issue with notifications.

I see that you’ve already contacted us with this issue via email and an agent from our Support Team is working on your case now. Let’s continue discussing it via email.

By the way, I’ve hidden several letters from the email in your post above for security reasons.
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