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Trevor Tessier
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August 26, 2014 at 3:54 pm
Hello, for the past 2 years we have connected with EE about an issue where EE tracks an item as incomplete but our payment gateway moneris charges it. With one client they had the same thing happening with Paypal, just not as often it would seem.
We have done everything suggested, even moved to a smoking fast server… and we are still experiencing the issue. I am at a loss as this causes overbookings and issues with accounting. Is there a way to connect with someone to get into a deeper look at the issue?
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Josh
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August 26, 2014 at 4:08 pm
Hi Trevor,
Does this happen for all transactions? Can you give us a link to another thread where you posted about this so we can review what we suggested earlier?
Have you thought about using using a different payment method that doesn’t have laggy Instant Payment notifications, like Stripe?
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Trevor Tessier
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September 2, 2014 at 9:24 am
Hey Josh, right now it is about 2%. But after 10,000 sales 200 errors is a problem for us. Last year it got as high as 10% error rate. Even after moving to a server that costs about 500% more (we moved there because of these errors last year) we are still getting these errors.
Her are a few of the past moneris issues from one other account.
https://eventespresso.com/topic/not-tracking-as-paid-odd-amount-owing-price/
https://eventespresso.com/topic/ee-not-tracking-and-not-sending-tickets/
https://eventespresso.com/topic/moneris-payments-accepted-but-not-triggering-confirmation-emails-for-events/
We have a second client using moneris that has issues as well and then 1 that uses Paypal with very few issues but they have occurred.
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Josh
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September 2, 2014 at 2:05 pm
Hi Trevor,
Can you confirm that Moneris is actually sending the IPN’s in the cases where the payment status isn’t updated? Have you checked with Moneris about resending failed notifications?
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Trevor Tessier
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September 8, 2014 at 9:31 am
Hey Josh, I have not checked with Moneris since it is tracking the payment. I’m confused at how having them resend failed notification will work, are you suggesting that if Moneris has failed notification, having them resend will then track in EE? Just trying to understand as much as I can before I call Moneris.
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Josh
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September 8, 2014 at 10:15 am
Hi Trevor
Yes. There may be a record of your server’s response to the IPN. If there was no response for the missing ones, maybe they can resend? For example, PayPal has an option to let you resend the IPN and when a re-sent IPN hits Event Espresso, Event Espresso will automatically update the payment status.
This may also be a case where the original notification was sent but it timed out. There are a number of possible causes for time outs. If this happens on rare occasion, but the bulk of the transactions process without problems, then the network might have had a temporary lag or connection failure. These sorts of issues would be outside Event Espresso’s control, but should also be very rare as long as the your network is generally stable and reliable.
If the time outs occur repeatedly but sporadically, or if the error only occurs in short bursts, then you may want to consult with the Web hosting company or Internet Service Provider (ISP) to find out if there are any issues which might cause Internet connections to drop or time out. Possible causes include occasional Web server load spikes, routing or load balancing issues, and Internet congestion.
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