What Is Going On With PayPal?

21 replies
Okay, I don't normally complain about payment processors, but this is
getting ridiculous.

I'm getting many customers telling me that after paying for the product
instead of being directed to a download page, they're getting an error
page from DLGuard saying not payment info or something like that.

Anybody else using DLGuard or some other digital download delivery system
having this problem?

This has been going on for a while now and it's starting to get annoying.
#paypal
  • Profile picture of the author Bill Farnham
    Steven,

    Have you checked you DLG settings? Perhaps the problem is on that end.

    It may be that if the person does not have a PP account but rather uses a CC for payment through PP they are not redirected to the download link if your setting in DLG is not checked for 'return to vendor site' (or whatever that checkbox is).

    ~Bill
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    • Profile picture of the author Steven Wagenheim
      Originally Posted by Bill Farnham View Post

      Steven,

      Have you checked you DLG settings? Perhaps the problem is on that end.

      It may be that if the person does not have a PP account but rather uses a CC for payment through PP they are not redirected to the download link if your setting in DLG is not checked for 'return to vendor site' (or whatever that checkbox is).

      ~Bill
      Hi Bill,

      I just went to the DLGuard options and don't see anywhere where it says
      to do this. I'm not a techie but I've never had this problem before until
      recently, and lately it's happening a lot.

      As for losing customers, the sales are going through. That's not the problem.

      The problem is that the customer isn't directed to a download page and
      it appears that it's DLGuard not recognizing the sale even though I am
      getting a subscribe email from them.

      So I don't know if the problem is on PayPal's end or my end.

      That's why I was wondering if anybody else is having this problem.

      The more annoying part is DLGuard IS sending a download email to
      these people. They're either just not checking for it OR don't know that
      they're going to get one.

      What I may have to do on the sales page is let them know that if they
      aren't directed to a download page that an email with a link WILL be
      mailed to them.

      Sheeesh...technology.
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      • Profile picture of the author Bill Farnham
        Originally Posted by Steven Wagenheim View Post

        That's why I was wondering if anybody else is having this problem.
        That would be me.

        Go into your admin area... yourwebsite/dlg/admin/gettingstartedpp.php...and read about the settings.

        It could be a recent interface glitch between DLG and PP.

        Worth looking into, or perhaps you could go to the DLG forum and see if others are having this problem.

        Knowing Sam's' penchant for customer service don't be surprised if he shows up on your thread...

        ~Bill
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  • Profile picture of the author Zeus66
    I've seen delays in the last couple of days with e-junkie. I've got e-junkie integrated with Paypal, and usually I get both notices when an order comes in one right after the other. The last 2 days or so there's been a lengthy delay. So yeah, I think something might be going on with Paypal.

    John
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    • Profile picture of the author Stephen Bray
      Originally Posted by Zeus66 View Post

      I've seen delays in the last couple of days with e-junkie. I've got e-junkie integrated with Paypal, and usually I get both notices when an order comes in one right after the other. The last 2 days or so there's been a lengthy delay. So yeah, I think something might be going on with Paypal.

      John
      Wouldn't it be nice to have a
      Paypal alternative that didn't
      cause all this anxiety for IMers!


      On the other hand I wanted to
      send my daughter £100 for a
      sponsored event and my bank
      wanted to charge £32 for the
      transfer.

      PayPal did it for peanuts.

      Stephen
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      Send me a DM, or visit my support desk to contact me: http://support.stephenbray.com
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  • Profile picture of the author Rough Outline
    Paypal is abysmal, their bank transfers are hellish, 2-3 days ey? Try 4 days and nothing, takes the piss.
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  • Profile picture of the author SteveJohnson
    Steven, I think you're on the right track - SOMEWHERE, a customer needs to know the flow so they know what to expect. I don't know the best place to put it, though - maybe in the header image that PayPal allows you to use?

    There are so many things that can and do go wrong in the process that DLG needs to use to do its thing. Remember - both they and PayPal rely on the Internet doing its thing correctly, and that doesn't always happen. Unfortunately our end users, the customers, usually haven't a clue on the complication involved in delivering a digital product securely and they don't need to know the details - just that sometimes, things mess up and sometimes we need to clean up manually after the automation de-automates.
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  • Profile picture of the author King Shiloh
    Banned
    Some have food but cannot eat. Some can eat but have no food.

    I have been crying because I don't have a PayPal account yet those that have it say that it is a hell.

    Save Our Soul (SOS).
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  • Profile picture of the author Caleb Spilchen
    Hey Steven,

    I've been having this EXACT SAME ISSUE with my DLGUARD Installations, and all products I buy that use DLG.... The products still go via e-mail, but it's annoying that customers get the message.

    I used the auto return option, and I don't see it happening anymore.

    Caleb
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    Caleb Spilchen

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  • Profile picture of the author Andy Fletcher
    This is caused by delays in PayPal's IPN ("Instant" payment notification) system. Unfortunately, PayPal's guarantee is that you will receive the notification, not that it will happen instantly. This means that customers can be left waiting until the IPN message finally gets sent but otherwise 3rd party systems such as Download Guard or Rapid Action Profits are left waiting until it arrives.

    This is something I'm fixing in my (soon to be released) affiliate network. Although it'll use PayPal, the Direct Receipt system won't rely on IPN and means this wait will be a thing of the past.

    Yes, it's pretty overkill building your own affiliate network just to get around a few of these PayPal annoyances but no one ever called me sane

    Edit to add: And yes, I'm working with a load of third party software people such as Sam Stephens for Download Guard to make sure all the tools you know and love will work with it out of the box.
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  • Profile picture of the author poker princess
    I think its better you directly contact paypal asap. I had the same problem before with one of my sites and the payment processor use to direct the player (customer) to a completely blank page.

    Atleast for more than 12 hours I was facing this issue and had to be continuously behind these guys. Keep following these people until it is resolved.
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  • Profile picture of the author GarrieWilson
    IPN notices could be a little and it's causing DLG to error.

    If possible, edit the error page to let the buyer know of the possible IPN error, that an email will be dispatched in a few minutes w/ the download and if its not there in an hour to contact you.

    My IPN system allows me to edit the error page and after I did the above, complaints over slow IPNs dropped to almost none.

    -
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  • Profile picture of the author sbucciarel
    Banned
    I think it's something with Paypal ... I use DLGuard also and I've had about 3 people tell me that the payment failed ... they all tried again later and it went through the second time around.

    Originally Posted by Christian Sawyer View Post

    This might be your issue, we were having the same problem. Paypal changed something, and have not been very cooperative according to DL Guard. DLGuard has a patch for this, but you have to contact them to get it.

    Here is the thread:

    DLGuard Forum :: View topic - Paypal purchase returns "Error: No Paypal sales data fo

    -Christian
    Just noticed this ... so I submitted a ticket. Hopefully the patch will take care of the problem.
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  • Profile picture of the author Owen Smith
    Originally Posted by Steven Wagenheim View Post

    Okay, I don't normally complain about payment processors, but this is
    getting ridiculous.

    I'm getting many customers telling me that after paying for the product
    instead of being directed to a download page, they're getting an error
    page from DLGuard saying not payment info or something like that.

    Anybody else using DLGuard or some other digital download delivery system
    having this problem?

    This has been going on for a while now and it's starting to get annoying.

    Do you have paypal notifying set to your web address?

    Regards
    Owen Smith
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  • Profile picture of the author Sid Hale
    Hey Steve,

    Paypal does NOT guarantee immediate confirmation via IPN, and that can be a problem.

    That's why, with RAP, we use an interim "transition" page that informs the customer that we are waiting for payment confirmation. Because the page can be customized by the merchant, it's also an ideal place to inform them that a download email will also be sent.

    If the IPN transaction has already arrived, the "transition" page is never seen. If not, the customer sees that page, informing them of the delay, and it refreshes every 5 seconds (for up to 1 minute) until the IPN transaction is received. At that point, they are delivered to the download page.

    What I may have to do on the sales page is let them know that if they
    aren't directed to a download page that an email with a link WILL be
    mailed to them.
    By using the transition page described above, there is no need to create reservations in the prospects mind by including this sort of verbiage on the sales page.

    Hope this helps,
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    Sid Hale
    Coming Soon... Rapid Action Profits (Pro)

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  • Profile picture of the author Sheryl Polomka
    Steven contact Sam at DLGuard. I had a problem a couple of weeks ago when I upgraded and Sam had to install a patch, it is some glitch with Paypal, so you might need the patch installed.
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  • Profile picture of the author Matt MacPherson
    Yeah, this has happened to me quite frequently. I've talked to Sam about it on many occasions and if I recall correctly, it's a problem on PayPal's end. Their API is crap.

    I have DLGuard set so they are sent a link in their email from DLGuard as well as another link from my autoresponder with the appropriate files attached (audio/video files are obviously too big though).

    If your customer doesn't get automatically redirected to your thankyou page, they will receive a link in their email from DLGuard, if that email is sent to their spam folder (happen frequently) then they will at least get your autoresponder message.

    That setup should dramatically reduce the number of support emails you get.

    Cheers,
    Matt
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  • Profile picture of the author Randy Daugherty
    You can contact paypal people to properly address your issue...
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