WooCommerce does not send download links to all customers

  • Resolved zeatane

    (@zeatane)


    5 years ago

    Hi there!

    I am having one of those mysterious incomprehensible problems with my web store.

    In summary: I have two infoproducts in my store, both in downloadable digital format, product one consists of a pdf file and three video files and product two, consists of 1 pdf file and an audio track. All files for both products are hosted on my website.

    One of the products is free, (the 1 pdf + 3 videos one) when you proceed with the purchase, it automatically returns you to the product page with the downloadable open files and woocommerce also sends the order confirmation email, attaching the downloadable links.

    Product 2, (the one with 1 pdf + 1 audio file) has a value of 12.22 Euros. In this case, once purchased, there are customers who get the order confirmation Email with the links, and others who neither get the open downloable links once the purchase is complete nor woocommerce attach the download links in the order confirmation email sent after the purchase has been processed.

    Everything is configured exactly the same, I don’t understand anything.I have done tests by registering on my website, without registering, buying as a guest, and nothing works.

    Surely you can give me some clue.

    I have an inbox full of emails claiming their download links
    Please Help!

    Many thanks,

    Lorena

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support con

    (@conschneider)

    Engineer

    5 years ago

    Hi Lorena,

    Everything is configured exactly the same, I don’t understand anything.I have done tests by registering on my website, without registering, buying as a guest, and nothing works.

    I would start with 2 things.

    * Install an email logging tool, so you can access all sent mails from your backend. I like using: https://wordpress.org/plugins/wp-mail-logging/
    * Create your paid product from scratch, without copying the other. It could be that there is a corrupt database entry.

    Then try again. Check your mail log and also check the links via the mail log.

    Kind regards,

    Thread Starter zeatane

    (@zeatane)

    5 years ago

    Hi Con!

    Thank you for your support.

    I have installed the plugin that you recommended, and indeed, the Emails are sent without a download link.

    The problem product is not a copy from the other, I made it from scratch.

    I still can’t find a solution. It’s really frustrating 🙁

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    5 years ago

    Hey again!

    This is beginning to sound like an issue with WooCommerce being told that the orders are paid. What payment methods are you using on your site? Are all the orders being paid with the same payment method?

    Thread Starter zeatane

    (@zeatane)

    5 years ago

    Hi Andy!,

    Thank you.

    I’m only using Paypal.

    Still not working :-/

    Jess – a11n

    (@jlundie)

    5 years ago

    Hi @zeatane –

    Sorry to hear that it’s still not working. First, could you let us know what the order status is for some of the customers who have not received their download links? Is that order status Processing or Completed?

    Also, could you please share 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, paste it here in your response.

    Thank you!

    Missy a11n

    (@m155y5)

    Automattic Happiness Engineer

    4 years, 11 months ago

    We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please feel free to start a new thread.

Viewing 6 replies - 1 through 6 (of 6 total)
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