Buy Now Button e-mails do not contain custom message

[Nsacal]

My e-mail notifications from a Buy Now Button used to contain a custom message from my customers, but the e-mail no longer contains the message. Below the item description would be the item they purchased, and then their custom message. The message field still shows up on my site, just not in the confirmation e-mail. As far as I know, no settings have changed on the form or on my account.

One thing I noticed is that the e-mail subjects have changed. Previously the e-mail subject that correctly has the customer's custom message had a subject of "Notification of Payment Received". And as of 2023-07-14, the e-mail subject now says "Item # - Notification of Payment Received from {customer} ({email})". These new e-mails only have the item's description, but not the custom message.

[EdinburghRob]

I've been trig to get PayPal to address this for weeks. I have tried resetting up my buttons but the custom options are not shown in the notification email.  Its a major issue for us but PayPal seem unable or unwilling to understand the problem.  I'm at the stage now of looking for an alternative provider as I feel despite several weeks  of communication I am no further forwards.

[Coutts3]

Has anyone got anywhere with this? I have one priced button for about 500 different items which are individually defined by the custom message which now neither appears in the email nor in the transaction details - the only thing I get is the name of the button.  Also the email says "Item No" with no item number and addresses me as "Hi null" where it used to use my name which makes me think that surely this is a bug??

[Coutts3]

Depending on your volume of traffic an how you run your site this may or may not help.

I am located in the UK so there is no custom info available in the details of my incoming payment transaction.

However you can download an activity report by date choosing "classic view". This contains the custom fields.

When my notification email comes in I down load the activity report for that day or a custom date range (csv file - request submitted, created off line,  then downloadable - usually take a couple of minutes) open the csv and see the "lost" fields.

This is time consuming and irritating but I have a low volume of sales - why I use buttons - and it is worth it for me.

I am hoping PayPal will realise that this issue is an error - what's the point of customer option fields if no-one can see them?

[mycsue]

I'm having the same issue but it just started mid December 2023.  Here is the response I received from Merchant Technical Support on 12/30/23:

"Thank you for contacting PayPal Merchant Support. My name is Candi.
I understand the frustration when the email payment notifications are missing information. This is an ongoing issue with multiple accounts. We are working diligently to fix this issue as soon as possible; we do apologize for any inconvenience this has caused you thus far.  Your account information has been added to our list of examples, ticket number CSTS0043506 and we have escalated this for further review to our Product Engineers. In doing so, no further action is required on this support case 13153411 so we will be closing upon escalation.
There is no specific timeframe for a resolution, but the intention is ASAP. This will be a silent resolve, which means an email will not be sent to notify you. If you need  updates on CSTS0043506, please contact Customer Service directly.  They can be reached at[Removed. Phone #s not permitted]or by logging into the account and sending them a message."
Sincerely,
Candi

Business Support
PayPal, Inc.

Meanwhile, the work around posted above by Coutts3 worked for me as I am also low volume (requesting a "completed payments" report in CSV format).  Thank you Coutts3!!!!!!!!!!!!!!!

[Coutts3]

I am glad the information was of help.

The problem seemed to resolve for me after that for a few sales and I had therefore thought the problem was resolved - but unfortunately on December 24th someone bought an item from me and no information was forwarded in the email and the custom field in the csv file was also empty. 

As I've no idea which of my items my client purchased (and nor do they!) I'm having to refund them....

I hope "silent resolve" happens soon.