not receiving sagepay emails

[labrysmm]

Hi

Terry's site http://www.tjreiki.co.uk/ has just gone live and we've done some 'live' transactions using both PayPal and SagePay. Both went through ok and Terry can see them in his SagePay and PayPal accounts. I (as a customer), and he (as a client) received emails from both the TJ Reiki site and from PayPal when the PayPal order went through. But for the SagePay order, we only received an email from the TJ Reiki site. And not the usual additional one from SagePay. Similarly when he processed the refunds.

Does anyone have any thoughts on what we might have missed. I can't see anything under Configuration > Payment and we haven't amended anything in the SagePay account apart from adding the IP address / Subnet mask for the BluePark server.

Thanks in advance

Jane

[Dave]

Hi,

We use SagePay Direct (taking payment on BP) and as I understand it the customer does not receive the e-mail from SagePay using this method.

I believe only if you are using SagePay Server where payment is taken on SagePay's site will the customer get an e-mail from SagePay.

[dan1el]

We use the same system as Dave and our customers do not receive emails either.

[Terry]

Dave / Daniel
You will get a success payment email to yourself tho won't you to let you know that the payment has gone through? I always did as the retailer for each transaction, as the payment went through
Terry

[dan1el]

I get it from BP - order notification! Why do I need another one from Sage? Same from the customers point of view, if the transaction is successful then BP send's out a confirmation of order.

[Dave]

Dave / Daniel
You will get a success payment email to yourself tho won't you to let you know that the payment has gone through? I always did as the retailer for each transaction, as the payment went through
Terry

Not if your using SagePay Direct and taking payments on your website.

[labrysmm]

Hi Dave/Daniel

Thanks for the replies. Sorry should have said (though I didn't realise it changed depending on the integration used) - we're not using Direct, we're on the simple integration option (is it 'Form') where you go to the SagePay server to pay. The customer and client used to get an email on the old system before moving to BluePark, and we haven't changed the SagePay settings. That's why I was wondering whether we should be receiving them or not. It sounds as though we should from what Dave said above.

But you're right Daniel, as long as the customer receives one confirmation email, then from their point of view it's successful. And Terry will likely be checking SagePay after the orders anyway. I just wanted to make sure we hadn't missed anything that we needed to have done.

Thanks

Jane

[Dave]

Ok if your using server login to our SagePay admin and click on settings and make sure send HTML emails to customers is ticked.

[Rich]

The Sage Pay email isn't sent whether the Direct or Server integration is used. As the Bluepark order confirmation contains more information, the Sage Pay email doesn't really add any extra value and may appear less professional when combined with the one from the site.

[Dave]

I thought it was sent if you used server. Sorry for giving confusing information.

[labrysmm]

Hi Rich

Thanks for clarifying. If that's how it's supposed to work that's fine. Just wanted to check.

Jane