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Email to client not working

Knowledge Base Lobby : uShop Support Conference : General Questions
Aug-18-18 08:28 PM EST
Original Message
Email to client not working
Author Ron Stewart on 05-27-2001 at 22:44 (EST)
I'm in the final stages of testing my shopping cart, and one thing that I can't figure out is why the email to the purchaser is not going out.

The "email customer" option is set to yes and I do get an email to the store owner. What am I doing wrong??

My store can be found at:



Table Of Contents
  Email to client not working Joseph Pishgar, 2001-05-29 12:42:09 (1)
            diagnostic Ron Stewart, 2001-05-30 16:50:34 (2)
                 RE: diagnostic Bill Weiner, 2001-05-30 23:07:59 (3)
                      test email Ron Stewart, 2001-06-02 11:25:28 (4)
                      sendmail path Ron Stewart, 2001-06-02 11:37:02 (5)
                           RE: sendmail path Bill Weiner, 2001-06-05 22:14:50 (6)
                                test order Ron Stewart, 2001-06-05 23:02:48 (7)
                                     RE: test order Bill Weiner, 2001-06-05 23:27:02 (8)
                                          diagnostic Ron Stewart, 2001-06-06 00:43:53 (9)
                                               RE: diagnostic Bill Weiner, 2001-06-06 23:31:27 (10)
                                                    email test Ron Stewart, 2001-06-08 21:27:03 (11)
                                                         RE: email test Bill Weiner, 2001-06-10 22:15:39 (12)
                                                              email test Ron Stewart, 2001-06-10 22:50:02 (13)
                                                                   custom email settings Ron Stewart, 2001-07-09 10:48:39 (14)

Messages In This Discussion
         1. Email to client not working
        Author Joseph Pishgar on 05-29-2001 at 12:42 (EST)
Hello Ron,

Have you run the e-mail test diagnostic?
I also recommend double checking that your sendmail path is correct, as well. The diagnostic would tell you if there was something wrong.

Joseph Pishgar
Support Engineer
Microburst Technologies, Inc.
                 2. diagnostic
                Author Ron Stewart on 05-30-2001 at 16:50 (EST)
I have run the diagnostic, and it works fine. However, that is the email being sent to "me" the store owner. Is there a way to simulate a message being sent to the customer?


                         3. RE: diagnostic
                        Author Bill Weiner on 05-30-2001 at 23:07 (EST)
Try placing a test order and enter the storeowner's email address on the order form. See if you get both the email notification and the email receipt.

If that works, then try using a different email address on a test order.... and be sure to enter a full email address.
                                 4. test email
                                Author Ron Stewart on 06-02-2001 at 11:25 (EST)
I have been using my (storeowner) email address as well as other email addresses that I have. No luck. I've even double/triple checked my spelling. That is not the problem.

You can see for yourself by entering a dummy transaction. You will not get an email sent to you.

                                 5. sendmail path
                                Author Ron Stewart on 06-02-2001 at 11:37 (EST)
Oh, by the way, my sendmail path is set to:
$sendmail_path = "/usr/lib/sendmail";

Is that correct?
                                         6. RE: sendmail path
                                        Author Bill Weiner on 06-05-2001 at 22:14 (EST)
If the diagnostic test is successfully sending the test email to the storeowner's email address... then that eliminates many possible problems.

I just tried placing a test order order... and have not yet received an email receipt. Did you (the storeowner) successfully receive an email receipt? That is, when placing orders, does the email successfully get sent to the storeowner?

If it is only just that the email receipt is not being sent to the customer... then triple-check that you have the "Email Customer" field set to "YES" (On the uShop Control Panel under GENERAL SETTINGS - EMAIL NOTIFICATIONS). Because that is really about the only remaining factor to prevent the email receipt from being sent to the customer. (Especially if you already tried entering the storeowner's email address on the test order form.)
                                                 7. test order
                                                Author Ron Stewart on 06-05-2001 at 23:02 (EST)
I have triple checked the "email customer" setting and it is indeed set to "yes". I received notification of your test order and have replied to you from it.

The diagnostic does send me a test email. I'm not sure where to go from here.

                                                         8. RE: test order
                                                        Author Bill Weiner on 06-05-2001 at 23:27 (EST)
Well, go ahead and generate a diagnostic report from the uShop Control Panel and send the results.... along with a copy of your "" file (so that I can see your settings) ... to me at I'll then take a look at all of your settings and see if I recognize the problem.

1) Diagnostic report
2) Your file
                                                                 9. diagnostic
                                                                Author Ron Stewart on 06-06-2001 at 00:43 (EST)
I've sent the files per your request... Please let me know how to proceed.


                                                                         10. RE: diagnostic
                                                                        Author Bill Weiner on 06-06-2001 at 23:31 (EST)
I see that you are using the SOCKETS email method to connect to your "" mail server. What may be happening is that the mail server has some sort of a timeout... possibly setup to prevent spamming.

I also see that you have a "Secondary Email" address specified. Was that "Secondary Email" address successfully receiving the order notifications?

As a test, try deleting that "Secondary Email" address and see if the mail server sends the email receipt to the customer.
                                                                                 11. email test
                                                                                Author Ron Stewart on 06-08-2001 at 21:27 (EST)
I have deleted the secondary email in my email notification settings. To answer your question, I have not been receiving those secondary emails.

I tested an order with the secondary email deleted, and still do not get an email to the client (I used another one of my email addresses).

What next?
                                                                                         12. RE: email test
                                                                                        Author Bill Weiner on 06-10-2001 at 22:15 (EST)
Now when you say you used "another one of your email addresses" as the customer's email address when placing your test order.... have you ever tried using the same email address as the working storeowner's email address as the customer's email address? I ask this because sometimes mail servers are setup to not send email outside of it's own domain... So maybe that is the case here.

To email addresses with domains that are different than your storeowner's email address, you may want to try changing the "Primary Email" address to some other email address... and se if the mail server can indeed send email outside of it's own domain.
                                                                                                 13. email test
                                                                                                Author Ron Stewart on 06-10-2001 at 22:50 (EST)
I inverted the two email addresses I have been using (1 for the client, and 1 for the storeowner)and your hunch was correct. When I used my "earthlink" email as the customer, I got a "receipt" but I did not get a notice to my other email address (that I had set up as the "primary" email for the storeowner).

I guess that proves that I cannot use earthlink's mail server to assist me in my order process. So now that I know the cause of this problem, what can I do about it?

Do you know of another email service provider that could help me that doesn't charge very much money (read: Free)?

Thanks for your assistance,

                                                                                                         14. custom email settings
                                                                                                        Author Ron Stewart on 07-09-2001 at 10:48 (EST)
I have received the custom file and have replaced my old one with it.

The good news is that it works. It sends an order receipt to the customer.

The bad news is that I no longer get an order confirmation email sent to me.

I have run a diagnostic test and the email DOES come through to me. So now I'm stumped yet again.

How can I get BOTH emials sent out for each order?



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