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Mark Henson
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October 11, 2014 at 11:15 am
About 1/3 of the registrants for our most recent event are registered in Event Expresso and shows payment is good, but there was no payment made through Infusionsoft. Most do not even have a credit card registered in IS.
This is cumbersome to track down and try to get payment. Plus, I just want to make sure we’re not charging them twice for some reason since it shows paid in one place, but not the other.
Using WP 4.0
EE 3.0
Infusionsoft addon
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Josh
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October 14, 2014 at 2:31 pm
Hi Mark,
Can you let me know if you’re using the Infusionsoft gateway, or is this a third party payment gateway being used with the Infusionsoft add-on?
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Mark Henson
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October 15, 2014 at 7:40 am
We process everything through infusionsoft. We use the Infusionsoft Add-on for EE3. Our merchant services provider is Intuit Payment Services.
2/3 of the registrations and payments have gone through just fine. I have noticed on many of the missing payment registrations there is no credit card info at all. Is it possible for someone to register, then bail before entering a credit card and still be registered?
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Mark Henson
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October 15, 2014 at 7:44 am
Processing goes through authorize.net
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Josh
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October 15, 2014 at 12:11 pm
Hi Mark,
It is possible to fill out a registration form, then bail. What happens though is their registration does not reserve a seat/spot in the event and Event Espresso will show that the Payment status is incomplete. Event Espresso is set up so people can pay later (but by default no spot is held for them until their registration is marked payment complete).
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Mark Henson
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October 29, 2014 at 9:45 am
We have had several people register for our upcoming event that have added additional registrants prior to checking out. They have made payment and it appears to go through in EE, but some or all of the registrants show in Infusionsoft as unpaid.
It also shows in Infusionsoft as individual charges. Is that normal? For instance, one of our registrants paid for 6 participants for a $90 total charge ($15 ea). Infusionsoft only shows her payment as $15. It also shows it as incomplete, even though Event Espresso shows that she paid.
Some of the participants haven’t even been passed along to Infusionsoft, too.
Finally, if the invoice generated by Event Espresso has a “Pay Online” option, but it goes to a page that only says [Espresso-Payments]. I have looked in the forums and made sure the “Show payment options for “Pending Payments” on the Payment Overview page?” is set to YES. Still, doesn’t go anywhere.
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Mark Henson
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October 29, 2014 at 9:47 am
Josh, the problem persists.
We have had several people register for our upcoming event that have added additional registrants prior to checking out. They have made payment and it appears to go through in EE, but some or all of the registrants show in Infusionsoft as unpaid.
It also shows in Infusionsoft as individual charges. Is that normal? For instance, one of our registrants paid for 6 participants for a $90 total charge ($15 ea). Infusionsoft only shows her payment as $15. It also shows it as incomplete, even though Event Espresso shows that she paid.
Some of the participants haven’t even been passed along to Infusionsoft, too.
Finally, if the invoice generated by Event Espresso has a “Pay Online” option, but it goes to a page that only says [Espresso-Payments]. I have looked in the forums and made sure the “Show payment options for “Pending Payments” on the Payment Overview page?” is set to YES. Still, doesn’t go anywhere.
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Josh
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October 30, 2014 at 11:08 am
Hi Mark,
Can you let me know the URL that’s on the invoice to Pay Online, and the URL that’s set to be the Thank you page so I can investigate? Thanks.
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Mark Henson
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October 30, 2014 at 1:02 pm
Thank you page: http://www.sparkspace.com/thank-you/?r_id=9-5435a442bf6d9
The Pay Online link from the most recent invoice: http://www.sparkspace.com/?page_id=4923&r_id=9-5435a442bf6d9
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Josh
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October 30, 2014 at 2:03 pm
Hi Mark,
The Payments shortcode should not be displayed here. Can you go to Event Espresso > General Settings and under page settings make sure that the Auto Return URL is set to the Thank You page? The setting will look like this:
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Mark Henson
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October 30, 2014 at 2:26 pm
It is set exactly like that. It has been all along.
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Josh
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October 30, 2014 at 2:34 pm
Is there a second Thank You page set up on this site? The reason I ask is because when the Page settings are correctly configured, the shortcode text you are seeing doesn’t display.
We can investigate further if you can send temporary WordPress admin level log in credentials via the contact form on this page:
https://eventespresso.com/send-login-details/
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Josh
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November 5, 2014 at 12:13 pm
Hi Mark,
It says Error establishing a database connection when I try to visit your site. The database server may be overloaded at the moment, and this is something your host can look into if you open up a support ticket with them.
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Josh
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November 5, 2014 at 12:22 pm
Hi Mark,
I tried again a few minutes later, and was able to log in and create a new Thank You page. It’s labeled “Registration Transaction Summary”. The website still seems sluggish, which is likely related to the Errors with the database connection I saw earlier.
This could even affect the registration and return from payment process because if the site can’t connect to the database when it’s time to send the data off to Infusionsoft, then the payment won’t register there.
The Thank You page issue is fixed, but I still recommend contacting your host to look into the database issue.
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Mark Henson
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November 6, 2014 at 12:18 pm
I think the payment/thank you page is working now. I checked with our web host on the database error you encountered. They say it must have been temporary problem since it’s working fine now.
I am still thinking there must be a problem with how we have EE set up or a glitch in the system somewhere. I have discovered that the ONLY registrants we experienced the messed up payments were the people who registered multiple people. The participants were registered and EE says they are all paid for, but Infusionsoft only charged ONE registration for these, like only one registration (the main person) is being passed through to Infusionsoft. I believe it happened almost every time someone registered multiple people.
Is there a setting I’ve missed or any way to track this glitch down?
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Josh
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November 6, 2014 at 2:06 pm
Hi Mark,
If you are using the Infusionsoft gateway and have an event set up to allow group registration, you’l need to set it to not require additional attendee info.
There’s a ticket to fix this for the next version of the Infusionsoft add-on for EE3. If you require capturing a name and email address for additional attendee, you can add more fields to the registration form in the meantime.
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