Autoresponder not sending Payment Received email

[JSJSMB Norman]

Hello Everyone,

I have a Test Form which works great, and successfully sends "Payment Received" autoresponder emails to the addresses entered in the Form's Email Recipients list.

Signup: 08-25 Basic Seminar Test with Dorothy Ruiz

forms.pabbly.com

For a real-world product (an online webinar), I cloned the Test Form, updated the fields and added our client's PayPal account information to the NewPayment module.

Signup: 05-22 How to Handle Anxiety webinar replay

forms.pabbly.com

The cloned form Takes submissions, sends customers to the correct PayPal account, and records successful transactions, but so far it has not sent any "Payment Received" emails to the addresses entered in the Email Recipients list.

What am I missing here? We need the autoresponer emails to trigger a Pabbly Connect enrollment workflow.

 

[ArshilAhmad]

HI @JSJSMB Norman,

Could you please share the Workflow URL where you are encountering this issue?

 

[JSJSMB Norman]

Here it is:

Pabbly

connect.pabbly.com

 

[ArshilAhmad]

Please set up your Email Parser again and reconnect it with the email address from which you want to capture emails, and see if that resolves the issue.

 

[JSJSMB Norman]

OK I reconnected the Email Parser in the workflow, but it did not fix the issue.
I created a form for a different webinar (04-22 Exploring Mysteries of Fascia) that successfully sends the Autoresponder emails and triggers the Enrollment workflow.

Signup: 04-22 Webinar Exploring the Mysteries of Fascia with Anita Willoughby

forms.pabbly.com

I checked the previous Form, but was unable to figure out why it did not send the Autoresponder emails. We did more tests, and noticed that *the working form always went to a different PayPal payment page* than the form that failed to send the emails.

Here is the Payment page for the form (04-22 Exploring Mysteries of Fascia) that successfully sends Autoresponder emails:

Here is the Payment page for the form (05-22 How to Handle Anxiety) that fails:

My question is: What determines which PayPal payment page is used by a Pabbly Form?
Is there a way to force the non-sending Form to use the PayPal page which has a "Review Order" button?

Thank you for your response.

 

[ArshilAhmad]

The last submission for this form (the one where you are encountering the issue) was made on September 1st. In Pabbly Connect, we keep task history for 15 days, so we are unable to determine whether that submission triggered the workflow. Could you please make another submission and let us know once it’s done?

Signup: 05-22 How to Handle Anxiety webinar replay

forms.pabbly.com

 

[JSJSMB Norman]

Ok we ran 2 test submissions, 1 paid and 1 unpaid.

 

[Preeti Paryani]

Hello @JSJSMB Norman,

It seems the workflow is working fine, also the auto responders are working fine and triggering the workflow.

Task History ID - IjU3NjUwNTZiMDYzMDA0MzY1MjZjNTUzZDUxMzI1MTY0NTQzMTBmMzIi_pc

Task History ID - IjU3NjUwNTZiMDYzMDA0MzY1MjZjNTUzYzUxMzc1MTYyNTQzNTBmMzEi_pc

 

[JSJSMB Norman]

Unfortunately that screenshot is for the signup auto response (Header Subject: Signup: 05-22...), not the payment received auto response.
The workflow ignores emails with the subject: "Signup" and only activates on subjects containing "Payment Recd".

Specifically, we are looking for an email with a subject containing "Payment Recd" from Ticket ID 13350341.

Ticket ID 13350341 with test payment:

 

[Preeti Paryani]

For the specific ID, I am unable to spot any email.

Specifically, we are looking for an email with a subject containing "Payment Recd" from Ticket ID 13350341.

Ticket ID 13350341 with test payment:

However, I have noticed a recent task history with the subject as Payment Recd: [email protected] , WEB-2022/04-AW: EXPLORING MYSTERIES OF FASCIA, Ticket Id - [13350359].
Task History ID - IjU3NjUwNTZiMDYzMDA0MzY1MjZkNTUzNjUxMzQ1MTYwNTQzNTBmMzMi_pc

 

[JSJSMB Norman]

Yes that is the new form I mentioned in my Sunday September 21st post. The 4-22 Exploring Mysteries of Fascia form connects to a different teacher's PayPal account, and it works (the Autoresponder successfully sends Payment Recd emails and triggers the Payment Received workflow).

My original post is about the 05-22 How to Handle Anxiety form, which connects to a different PayPal account, and does not work (payments are recorded in the Submissions, but the Autoresponder fails to send Payment Received emails to anyone in the Email Recipients list.)

And the evidence supports this - the workflow's recent task history lists a Payment Recd email for the Form which works (4-22 Exploring Mysteries of Fascia), and has no evidence of the Form that does not work (05-22 How to Handle Anxiety).


The only difference I can see is that the form that works connects to a PayPal account in the USA, and the form that does not work connects to a PayPal account in Brazil. Could that make a difference?

 

[ArshilAhmad]

Thank you for making the test submissions and providing a detailed explanation. It helps a lot. Could you please confirm whether you receive the 'Payment Recd' emails for 05-22 How to Handle Anxiety on your email address (in your inbox)?

If yes, could you please share a screenshot of the same.

We just want to confirm whether you are not receiving the payment-related email for '05-22 How to Handle Anxiety' in your inbox, or if you are receiving the email in your inbox but it’s not being forwarded to the Email Parser in Pabbly Connect

Thanks & Regards,
Arshil Ahmad
Customer Support Associate
Pabbly.com
Rate your support

 

[JSJSMB Norman]

For the '05-22 How to Handle Anxiety' form, everyone in the Email Recipients list gets the Signup email, but even after several tests and a customer purchase nobody has received a Payment Recd email from that form, even though the PayPal payment data appears in the Submissions.

What's curious is that everything works on the '4-22 Exploring Mysteries of Fascia' form, but on the '05-22 How to Handle Anxiety' form, the Autoresponder sends the Signup email when the form is filled out, but for some reason fails to send the Payment Recd email once the payment data arrives from PayPal.

 

[ArshilAhmad]

For the '05-22 How to Handle Anxiety' form, everyone in the Email Recipients list gets the Signup email, but even after several tests and a customer purchase nobody has received a Payment Recd email from that form, even though the PayPal payment data appears in the Submissions.

Thank you for sharing this information, but that part is already clear.

You must have connected this Email Parser to an email address (inbox) whose emails are being forwarded to the Email Parser in Pabbly Connect. We would like to confirm whether you are receiving the 'Payment Recd' emails for '05-22 How to Handle Anxiety' in the inbox connected to the Email Parser.

 

[JSJSMB Norman]

Actually I added the [email protected] address to the '05-22 How to Handle Anxiety' Email Recipients List so the Pabbly Form could send directly to the Email Parser Address. This is also the case for the '4-22 Exploring Mysteries of Fascia' form.

https://forms.pabbly.com/email_setting/email_notify/14eT-722615141

 

[ArshilAhmad]

Actually I added the [email protected] address to the '05-22 How to Handle Anxiety' Email Recipients List so the Pabbly Form could send directly to the Email Parser Address. This is also the case for the '4-22 Exploring Mysteries of Fascia' form.

https://forms.pabbly.com/email_setting/email_notify/14eT-722615141

View attachment 60850

Thank you for sharing this information. Could you please confirm whether you are receiving the payment-related emails on these three addresses? This will help us pinpoint the issue.

 

[JSJSMB Norman]

I have good news, but first to answer your question - no, until now none of the 3 addresses received a Patment Recd email from the form, only the Signup emails.

However, on a hunch I walked the instructor through setting up a second "Pabbly Connection" app in Paypal, and the new Client ID and Secret Key worked! The '05-22 How to Handle Anxiety' form is now successfully sending Payment Recd emails to all addresses on the Email Recipients List and activating the enrollment workflow.

Such a relief! My apologies for taking up everyone's time when the issue turned out to be with the instructor's PayPal app.

 

[ArshilAhmad]

We are glad the issue is now resolved. Thank you for sharing the update and the steps that fixed it—this will help us assist other users who encounter the same issue in the future.

Thanks & Regards,
Arshil Ahmad
Customer Support Associate
Pabbly.com
Rate your support