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oohtruck
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December 27, 2012 at 12:13 pm
hey there,
i’m working with Event Espresso 3.1.22.2861, and i’ve noticed that i’m getting a fair amount of “Incomplete” transactions. I’m not exactly sure how to troubleshoot this since I personally haven’t had the problem and I’ve only gotten one customer to troubleshoot it with me over email. These transactions aren’t “Declined”, but “Incomplete”. One customer used a different card and it ended up being fine, however, my merchant account and her bank said no charge was even attempted using the “Incomplete” card, so i’m wondering if it was something on the Event Espresso end.
Is there some sort of error log where I can see exactly why these transactions are incompleted? I’ve held off on upgrading Event Espresso since I have a fair amount of UI customization, but would that be beneficial?
thanks!
Truck
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Jonathan Wilson
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December 27, 2012 at 12:38 pm
Hi Truck,
Yes, it would be beneficial for you to update. It is possible this could correct your issues. We did have customers reporting incomplete payments in older versions, but that doesn’t seem to be an issue on the latest.
If you have made modifications to the earlier versions templates, you can copy the modifications into the newer versions templates. When you’re finished, you can copy the modified files into /wp-content/uploads/espresso/templates.
Let us know if you continue having problems after the update.
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oohtruck
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December 27, 2012 at 12:44 pm
OK. i’ll try it out. the reason I didn’t upgrade sooner is because, while I love Event Espresso, one bummer thing is that not all of the front-end customization happens in the templates, a lot of it is in the core files as well, which makes upgrading a total pain. Hope this is remedied in 3.2
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Chris Reynolds
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December 27, 2012 at 3:35 pm
a lot of it is in the core files as well, which makes upgrading a total pain. Hope this is remedied in 3.2
We’re trying to make it so that, in 3.2, the template files are just that, templates. Meaning most/all the PHP is stripped out and you’re just dealing with straight HTML/CSS. Additionally, 3.2 will be adding a number of hooks, so things can be tweaked/modified much easier than they are now.
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oohtruck
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December 31, 2012 at 11:24 am
So I upgraded both WordPress and EE to the most current versions and got another “Incomplete”… not sure how to troubleshoot it. Any ideas?
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Chris Reynolds
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December 31, 2012 at 12:44 pm
Are you using any custom templates or gateways? Anything in /wp-content/uploads/espresso?
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oohtruck
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December 31, 2012 at 12:53 pm
yes, confirmation_display, payment_overview, payment_page, registration_page, and registration_page_display
I use a gateway that isn’t listed amongst your options, however they have an authorize.net emulator so i’m just changing the transaction POST URL on authorize’s AuthorizeNetAIM.php, nothing else.
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Chris Reynolds
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December 31, 2012 at 1:23 pm
Then there are a lot of possible culprits, all of those being potential suspects. However, the most likely scenario is the modified AuthorizeNetAIM.php, particularly because there were changes recently to Authorize’s API and subsequently our gateway files. If you’re using a custom gateway, I can’t guarantee that merging your modified gateway with the updated gateway file will solve the issue.
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oohtruck
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December 31, 2012 at 1:49 pm
Well, I’ve edited the files directly in the /plugins/event-espresso/gateway/aim directory, i didn’t move it to the plugins/espresso directory. Is this what I should do?
Within the AuthorizeNetAIM.php file, all i’ve done is changed the “const LIVE_URL” and changed a to a .
I’ve made a couple other small changes to aim_vars.php and aim_ipn.php but nothing crazy, just some formatting stuff.
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oohtruck
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December 31, 2012 at 1:52 pm
err meant to say changed a p to a div.
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Josh
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December 31, 2012 at 4:11 pm
Hi there,
If you’re only making markup changes to the gateway files, that wouldn’t likely cause any issues. In this case, any templates based on 3.1.22 that are in /wp-content/uploads/espresso/templates will break the registration process. If you’re getting some complete transactions along with incomplete transactions, it’s not a template customization issue. If it’s working none of the time, then it’s likely a customization issue.
In cases where the failures are intermittent, the two culprits are 1) Caching plugins and 2) a slow response time when the payment processor tries to send the Payment notification back to your site. It’s important to make sure that pages that handle the registration and payments are not cached and that these pages are lightweight to reduce time-outs when communicating via the gateway.
One solution that has worked for many of our customers is to install the simplified transactions page template, which you can download here:
https://eventespresso.com/topic/problems-with-incomplete-payments-download/
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oohtruck
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December 31, 2012 at 4:14 pm
I’m definitely getting some complete transactions so I imagine it’s one of the latter two items you mentioned.
If I install the simplified transactions page template, does that address the caching issue?
Thanks!
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Josh
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December 31, 2012 at 4:23 pm
Hi there,
The caching issue can only be resolved by disabling caching for the pages that handle the payments and registration. A few of the more popular caching plugins, WP Super Cache and W3 total cache, each have advanced settings that let you disable caching on specific pages.
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oohtruck
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December 31, 2012 at 4:26 pm
so would it be advisable to implement the simplified transactions page and install W3 Total Cache, disabling caching on the checkout page(s)?
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Josh
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December 31, 2012 at 4:32 pm
If you don’t have a caching plugin installed, then it’s likely there isn’t a caching issue. The exception being if you’re on a host like WP Engine where they handle the caching for you.
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oohtruck
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December 31, 2012 at 4:33 pm
OK, i’ll try the simplified transactions page then
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