Not receiving extra customer details/information anymore

Sam1001XXX
New Community Member

Not receiving extra customer details from PayPal button drop down menu via email.

This used to always be included for customers to add extra information but suddenly the extra information appears only on the PP account but it is missing in the payment notification email.

Anybody else with that problem?
Any fix?

I re-did the PayPal buttons, no change...

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20 REPLIES 20

MTS_Jennifer
Moderator
Moderator

Hello @Sam1001XXX 

Thank you for posting to the PayPal Merchant Community.

The PayPal Product Developers are currently looking into this issue. There isn't a work around or resolution just yet. We will notify you once they provide a resolution.

Thank you,

Jennifer

MTS

PayPal

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Steven-UK
Contributor
Contributor

Hi everyone, I hope you can help.

 

Since the 7th  September all email notification emails received from PayPal seem to have changed in the subject field.

 

The subject line now only states: "Notification of payment received" instead of the actual: Item Number"

 

For example:

 

item-number.PNG

 

This is causing a major headache when trying to filter emails based on the subject line, does anyone know why this has now changed, as it's been the same for 20 years, and now all of a sudden the item/product name is missing from the subject line of notification emails.

 

Thank you in advance, 

 

Regards

 

Steven (UK)

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CraigTwigg
Contributor
Contributor

Hi. Hoping someone may have experienced this and found a solution. Was working perfectly until a few days ago. Examples included. 

 

Correctly formatted.

 

correctly formattedcorrectly formatted

 

Incorrectly formatted.

 

incorrectly formattedincorrectly formatted

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rpbale1
Contributor
Contributor

As of 9/13/2023, the merchant payment receipt confirmation emails I receive every time there's a payment to my account has changed. It no longer contains all the transaction details.  It now only contains the grand total payment with no itemized cart items that were purchased.  Can I restore this?

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MooreHouse
Contributor
Contributor

This is happening to me too.  My email notification only has a "Shopping Cart" listed with the grand total of the customer's purchase.  I have to log into my PayPal account and open up the transaction to see the list of items ordered.  PayPal, please restore the list of items ordered in the notification of payment received email!

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rbs_gb
Contributor
Contributor

I realise there are several similar threads at the moment regarding the missing details from PayPal order confirmation to the merchant. In my case, the transactions contain four key pieces of information, and at the moment, the transactions can only be seen in detail via the PayPal account.  A sample order looks like this first screenshot in the account transaction, but in the order confirmation email, the four items get reduced to just one.

1.png

 

However, the transaction email reduces to this!

2.png

 

 

 

 

 

 

 

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rbs_gb
Contributor
Contributor

Just to add, the web site has been working fine using NVP for more than 15 years, the problem started last week and is still the same today. All orders are equally affected. It does not matter if the confirmation email is headed "Notification of Payment Received" or "Payment received from xyz@email".

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HigherFire
Contributor
Contributor

We have the same issue now too -- our "Notification of payment received" emails used to contain the item descriptions, but now just say "shopping cart" -- which is inadequate for employees (who do not have access to PayPal directly) to process orders.

How can we change our "Notification of payment received" emails back so that we get useful information about what exactly was purchased?

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donmacgg
New Community Member

Same issue here.  PayPal keeps getting worse.  It is imperative that the the notification email state what product/services the customer purchased - as it always had till now.

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