Support

December 6, 2016 at 1:23 pm

Hi there,

To ensure the emails are reliably triggered your users must finalize the registration, be that using an online payment method or an offline payment method.

If you do not finalize the registration then no emails will be triggered, EE will only trigger the emails when the registration is finalized, if you select an offsite payment method (such as PayPal) and then the user closed the browser without paying (EE runs a cron job when the session expires which sets the transaction status to Incomplete and triggers the Pending Payment emails) or if the user completed an online payment.

Those registrations have always had a registration status of Pending Payment, however the transaction status may have been abandoned.

I’ll check to see if anything has changed with the transaction status.

December 12, 2016 at 5:05 pm

Looks like we changed the initial transaction status in version 4.9.10 to work with another feature and I’ve create a ticket to discuss this further with the developers.

However I’m not sure I understand the above in regards to using the abandoned transaction status to see users that do wish to attend the event. If they want to attend the event would they not finalize the registration?

At which point they will have either paid using an online payment method or chosen an offline payment method (if available) meaning the registration emails (to both the event admin and the user) will have been triggered.

Prior to 4.9.10 a user that select an offline payment method and then close the browser without paying will have had their transaction status updated to incomplete when their session expired (roughly 1 hour after the registration) so would have been in exactly the same situation they are currently so I’m just trying to understand how you used the above status.

December 14, 2016 at 9:24 am

It does, and I get what you were trying to do now but again, the registration status was exactly the same prior to this change.

The registration status has always been Pending Payment for any registration that has reached the point in which you can send them Invoices/Payment reminders. (The user has entered their detials into the registration form)

For some of those registrations the transaction status may have been ‘Abandoned’, and for some of those registrations the transaction status may have been ‘Incomplete’. Any of those registrations may have just been checking out the event it just depends how far they go through the process before leaving the process (closing the browser or navigating away from the site).

December 15, 2016 at 2:19 pm

Abandoned no, Incomplete yes.

(Note those are Transaction statuses, the Registration stats for either of those has always been Pending Payment)

The difference being that transactions start with an incomplete status currently.

However depending on the users actions a transaction can update from Abandoned to Incomplete when their session expires (about an hour after they started the registration) so relying on a transaction status of Abandoned to know if they user actually wanted to continue with the registration is not reliable.

December 16, 2016 at 5:16 am

I ran a quick test registration on one of your events and you have online and offline payment methods so how do you currently determine which registrations are ‘valid’?

If the user selects an offline payment method they will have a Registration status of Pending Payment and a Transaction status of Incomplete.

The reason I mentioned you can not rely on a transaction status of ‘Abandoned’ (even before this change) is previously if a user registered onto your event and selected PayPal then once the PayPal screen loaded they closed the browser (decided they did not want to attend), 1 hour later their transaction status will update to ‘Incomplete’.

So again you can not rely on ‘Abandoned’ transactions to accurately determine if the registration is ‘valid’.

Do users that have selected an offline payment method not have to have paid prior to the event to attend?

December 21, 2016 at 10:14 am

The only way I can think of to reliably know if the user completed the registration is to set the default registration status to ‘Approved’ on the event.

The registrations will still remain ‘Pending Payment’ up until the user finalizes the registration using whichever payment method they chose. So if registrations are Approved you know they completed all steps, if they are not then they abandoned the registration.

The side effect of doing this is all of the users that DO finalize the registration will received the ‘Registration Approved’ message showing they are approved and their registration is complete, depending on what information you are including within that email that may not be desirable. Each of those ‘Approved’ registration will also apply to the ‘sold’ count for the event, so if you have limits on your events each registration would apply against the limit before the user paid (which seems would not be an issue?)

Would that work?