Author Topic: Just had a sale, buyer can't download file - help! (Read 10577 times)

EmberMike · « **on:** July 21, 2013, 10:34 »

I just got an email from my first buyer saying that they can't download their purchase. They paid, which I confirmed in PayPal, but they didn't get the link to download the purchased file.

How can I resend a download link? And how do I identify which file it was? All I know is that it was Item #124, but I can't figure out how to find an image by that number.

Ron · « **Reply #1 on:** July 21, 2013, 10:41 »

The images are sitting on your hosted server, with FTP you can check the file with that number. Let me check the folder they are in.

Also, the customer needs to be logged in and go to the Customer Licence and File Management Area, the file should be sitting there to download.

Ron · « **Reply #2 on:** July 21, 2013, 10:43 »

YOur images sit here

/www/wp-content/uploads/symbiostock_rf_content

EmberMike · « **Reply #3 on:** July 21, 2013, 10:51 »

Thanks Ron, much appreciated. I still don't know why the buyer didn't get the email to download their purchase, but at least I can figure out which file it was now and send it to them.

Nikd90 · « **Reply #4 on:** July 21, 2013, 10:53 »

Quote from: EmberMike on July 21, 2013, 10:34

I just got an email from my first buyer saying that they can't download their purchase. They paid, which I confirmed in PayPal, but they didn't get the link to download the purchased file.

How can I resend a download link? And how do I identify which file it was? All I know is that it was Item #124, but I can't figure out how to find an image by that number.

Congrats on sale.

You can install reveal ID pluggin that would be give ID for all the images that you can see under all images.

I think this should give correct ID

klsbear · « **Reply #5 on:** July 21, 2013, 11:02 »

This may work too - go to your Symbiostock management area of the dashboard and select the marketing tab. Down at the bottom is an option to download a CSV file of your images. The first column is the image ID number and the URL is listed too.

marthamarks · « **Reply #6 on:** July 21, 2013, 11:28 »

Quote from: Nikd90 on July 21, 2013, 10:53

You can install reveal ID pluggin that would be give ID for all the images that you can see under all images. I think this should give correct ID

Quote from: klsbear on July 21, 2013, 11:02

This may work too - go to your Symbiostock management area of the dashboard and select the marketing tab. Down at the bottom is an option to download a CSV file of your images. The first column is the image ID number and the URL is listed too.

Both of those are very helpful tips. We may all be in this situation soon/someday, so thanks in advance for providing a little more savvy.

Nikd90, can you tell us the name of that plugin? Is it simply "Reveal ID" or something else?

pling · « **Reply #7 on:** July 21, 2013, 12:47 »

download this "cart manager" plugin from Leo, it is free now, you can see what images your registered user added to cart and also can see the purchases image thumbnail and ID.

http://www.microstockgroup.com/symbiostock-development-area/cart-manager-free-for-now

GeoPappas · « **Reply #8 on:** July 21, 2013, 12:53 »

Quote from: Ron on July 21, 2013, 10:43

YOur images sit here

/www/wp-content/uploads/symbiostock_rf_content

Actually, that is where the thumbnail and watermark version are stored.

The full size images are stored in symbiostock_rf.

Which brings up a question, which folder are images that have been purchased stored in?

Kerioak~Christine · « **Reply #9 on:** July 21, 2013, 14:34 »

Quote from: GeoPappas on July 21, 2013, 12:53

Which brings up a question, which folder are images that have been purchased stored in?

Someone else's ?

ajt · « **Reply #10 on:** July 21, 2013, 15:01 »

Quote from: GeoPappas on July 21, 2013, 12:53

The full size images are stored in symbiostock_rf.

Which brings up a question, which folder are images that have been purchased stored in?

There is no separate folder for purchased images. In database there is only info, which images have been purchased, so when user goes to his "customer management area", he sees purchased images as thumbnails with download buttons, and each time he clicks on that button, Symbio code takes full size image from symbiostock_rf folder, resizes it (if purchased smaller than large) and sends to user.

quailrunphoto · « **Reply #11 on:** July 21, 2013, 16:12 »

Quote from: pling on July 21, 2013, 12:47

download this "cart manager" plugin from Leo, it is free now, you can see what images your registered user added to cart and also can see the purchases image thumbnail and ID.

http://www.microstockgroup.com/symbiostock-development-area/cart-manager-free-for-now

Nice, I will thank Leo for that one. I was wondering how we were going to get information on purchases.

quailrunphoto · « **Reply #12 on:** July 21, 2013, 16:18 »

Quote from: klsbear on July 21, 2013, 11:02

This may work too - go to your Symbiostock management area of the dashboard and select the marketing tab. Down at the bottom is an option to download a CSV file of your images. The first column is the image ID number and the URL is listed too.

Great tip, that will come in handy in the future. As long as I can remember where it is

Leo Blanchette · « **Reply #13 on:** July 21, 2013, 18:15 »

Please do a test purchase at some point. Version 2.5.5 should be virtually immune to problems like that unless something happens outside of your control (like the website going down when the purchase IPN happens). Let me know how it goes.

EmberMike · « **Reply #14 on:** July 21, 2013, 20:08 »

Looks like this sale didn't register in Symbiostock at all. The buyer sent me a screenshot of their Customer License and File Management page and it's empty.

Anyone have any idea why this would happen? I'm going to run a test on my own to see if it happens again, but the fact that it already happened to a buyer is concerning.

Edited to add: Just did a test purchase and had the same result as the buyer did earlier today. No download links are showing up in the Customer License and File Management page. Looks like any transaction on my site is going to fail.

Leo Blanchette · « **Reply #15 on:** July 21, 2013, 20:50 »

I'm on my kindle. Are you using 2.5.5?

EmberMike · « **Reply #16 on:** July 21, 2013, 20:54 »

Quote from: Leo on July 21, 2013, 20:50

I'm on my kindle. Are you using 2.5.5?

Yes. Should I be on 2.5.6?

Leo Blanchette · « **Reply #17 on:** July 21, 2013, 21:02 »

Gdeal... next thing would be to check which security plugins you are using. Also if a paypal folder does not exist on your root level you just have to toggle the theme.

EmberMike · « **Reply #18 on:** July 21, 2013, 21:18 »

Here are my plugins:

Anything stand out as a potential problem?

PhilD · « **Reply #19 on:** July 21, 2013, 21:19 »

If running WP Super Cache plugin maybe the plugin has not been told not to cache the customer license file management page?

EmberMike · « **Reply #20 on:** July 21, 2013, 21:27 »

Quote from: PhilD on July 21, 2013, 21:19

If running WP Super Cache plugin maybe the plugin has not been told not to cache the customer license file management page?

I deactivated WP Super Cache and ran another test purchase and still have the same problem.

EmberMike · « **Reply #21 on:** July 21, 2013, 21:29 »

Quote from: Leo on July 21, 2013, 21:02

...Also if a paypal folder does not exist on your root level you just have to toggle the theme.

The PayPal folder is the symbiostock_ipn folder, right?

Leo Blanchette · « **Reply #22 on:** July 21, 2013, 21:30 »

Did you ever download that cart plugin? You can grant missed downloaded to customers and see pending sales.

Empty cache and refresh the customer area that could be it

Leo Blanchette · « **Reply #23 on:** July 21, 2013, 21:31 »

Quote from: EmberMike on July 21, 2013, 21:29

Quote from: Leo on July 21, 2013, 21:02
...Also if a paypal folder does not exist on your root level you just have to toggle the theme.

The PayPal folder is the symbiostock_ipn folder, right?

if its at top level that's the one

PhilD · « **Reply #24 on:** July 21, 2013, 21:34 »

Also be sure the Bad Behavior plugin has the PayPal IPN server thing's IP address in BB's whitelist.

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Author Topic: Just had a sale, buyer can't download file - help! (Read 10577 times)

EmberMike

Ron

Ron

EmberMike

Nikd90

klsbear

marthamarks

pling

GeoPappas

Kerioak~Christine

ajt

quailrunphoto

quailrunphoto

Leo Blanchette

EmberMike

Leo Blanchette

EmberMike

Leo Blanchette

EmberMike

PhilD

EmberMike

EmberMike

Leo Blanchette

Leo Blanchette

PhilD

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