Autoresponder Emails: products ordered not showing

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    Asked on February 07, 2021 at 04:18 PM

    Hi Jotform,

    I'm having trouble getting the confirmation emails that my customers receive to show the specifics of what they ordered.

    I use PayPal Checkout for my payment gateway.

    Can you please advise?



  • Profile Image
    Answered on February 07, 2021 at 10:07 PM

    Hello Todd,

    I noticed that you are using a custom email as a recipient email. Please set your email as SMTP for your form to send an email from your server. Make sure that your email server/provider is not blocking the emails coming from JotForm. If this is the case with your emails, add Jotform to your ​whitelist.

    Related Guides:

    Why Am I Not Receiving Email Notifications

    Whitelisting Jotform IP Addresses and Domains

    How to Setup SMTP for a Form

    I hope this helps. Please let us know if you need further assistance.

  • Profile Image
    Answered on February 08, 2021 at 01:51 AM

    Hi Zahra_S,

    I think you may have misunderstood my question.

    There is no problem with the emails actually being sent and received. What I need some help figuring out is how I can include on the emails the customers' order details - meaning exactly what they ordered from me. Is that clearer?

    Before I switched to PayPal Checkout from PayPal Personal, there was a field that I included in the email that pulled the order details onto the email.

    Hope you can help. Thanks.


  • Profile Image
    Answered on February 08, 2021 at 04:51 AM

    Hi Todd,

    We're sorry for the confusion.

    I cloned your form and tested it, but I could not figure out why the product details are not showing in the notifications, probably they are corrupted, I tried to clear the forms cache, but it did not help, however, the details of the product are shown in new notifications, please try deleting it, and creating a new one: 

    Let us know if the issue persists.

  • Profile Image
    Answered on February 18, 2021 at 12:50 AM

    Thank you! I'll see how those changes work.

    Just curious, is the field you use to pull / show the product details the customer ordered {input36} ?



  • Profile Image
    Answered on February 18, 2021 at 04:05 AM

    As per checking on your form, the payment field's name is indeed input36.


    As such, if you wish to include the value in your email, simply enclose it with braces: