account added admin appears buy buyer buyers changed click code custom customers customize data displayed don email emailed hours issue link manually normally order page problem problems product products purchase recommend redirecting settings text thank-you treated user

I have had a string of customers emailing me after a few days to say they never received their download link from e-junkie and sure enough when I checked in the logs I could see in each case that no attempt had been made to download the link. Sometimes you get people who simply buy a product and then don't come back until weeks later when the link has expired, so I have to renew the link but in this case I am pretty sure they genuinely haven't received the links and it isn't ending up in their spam folders either.

After renewing the links manually they are all going through correctly but obviously that is a major delay for the customer and time wasted for me, especially because I have to write an email every time. The only common factor I have seen so far is that in each case the customer appears to be based in Australia and it's all been happening during the last few days. Is there any reason for why this could be happening?

Hm, some spam filters can outright reject "blatant spam" (in their evaluation) without even deposit it in the user's spam folder, so it could be that a common email provider in Australia has changed their spam filtering rules such that your thank-you emails are being mistakenly rejected as "blatant spam" right out of hand.

For this reason, we recommend keeping the thank-you email message as short, simple and to-the-point as possible, with as few URLs and promotional language as possible -- ideally, just using our default message and link for digital products (i.e., not using Templated Email) with little if any custom Email Message text added to that -- and save any promotional or instructional text for the thank-you/download page itself.

You may want to disable your item-specific thank-you emails entirely (Enable Templated Email but leave the Email Message field blank in the products' settings) and instead just send a single, Common Thank-you Email per order, which you can customize in Seller Admin > Account Preferences.

If you are also redirecting buyers to a Common Thank-you Page URL after checkout, so they must wait to receive an email to obtain their download, the [%thankyou_link%] included in the default Common Thank-you Email template we provide for you would insert a link that activates that same common URL redirection, so to prevent that, you would need to append &noredirect=true to the end of that code in your email template, like so:

[%thankyou_link%]&noredirect=true

My original thought was that the emails were being treated as spam but the reactivated links are arriving normally and they are exactly the same. The actual text is nothing more than a line saying you can download the book at the provided link within 48 hours and then gives my email in case they have problems.

I do use a common thank you page so I'll take a look at the coding you mentioned but it's strange that this only seemed to affect users in Australia who just weren't receiving the original download link.

That still sounds like some sort of glitch with a common email provider in Australia, perhaps the admins were adjusting their spam filter settings and got things sorted out by the time you reactivated and resent the link. If you email our Support team some affected Transaction IDs, we can ask Development to investigate and verify that the original emails were sent and accepted by the recipients' mailservers, but we would have had no control over message routing beyond that point of course.

I've had a sale go through in Australia today and as soon as I saw that I went to check the download logs and verified that the customer downloaded the book, which shows they must have received the email as expected moments after the purchase. I wonder if there was just some kind of temporary routing blockage between e-junkie and those email services in Australia.

I can't remember ever having this kind of problem before but there were various complaints about not receiving the download links over the weekend and I eventually worked out they were all in Australia, so it seemed like too much of a coincidence when all the others were going through as expected. I'll try to dig out the transaction data so at least the support team can verify that everything was done correctly at your end.

I've actually just had a totally bizarre case with a customer in the US on AOL who was pressing the download link in his email and nothing at all was happening, so I reactivated the link and when he tried again he came through to the download page but it said his link had expired, even though it was freshly reactivated.

I tried a third time and it still didn't work for him, so I downloaded it myself without a problem and uploaded it to my own server, where he was able to download it first time. This was really puzzling and I've never had a case like that before, so I wondered what on earth could be causing this difficulty.

We've not had any other complaints regarding emails to Australia, but the most likely cause was some kind of routing issue or greylisting happening via one or more of the servers routing those emails. If you've already emailed that information to us it's been sent over to development for research.

The AOL case you describe sounds like some browser or connection trouble on the buyer's end specifically. The link in the email doesn't lead to the download link itself anyway, it just leads to your thank you page where the download link is displayed. If the buyer can't click through to that from his email then something's wrong with his browser, email client or even connection.