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Braintree payments remain 'settling' despite payment being made.

Posted: December 6, 2016 at 12:29 am


Andrew Keir

December 6, 2016 at 12:29 am

Hi,

When a customer makes a booking and Braintree is the payment gateway; under the ‘view transaction’ info for that booking, the gateway response remains ‘settling’ despite a payment being made.

These particular customers know that their payment has gone through, however, they are not receiving confirmation emails.

I called Braintree and they had no solution from their end.

What can I do to fix this?


Tony

  • Support Staff

December 6, 2016 at 5:30 am

Hi there,

When you view the transaction within Braintree does it show the transaction as settling there?

I called Braintree and they had no solution from their end.

Although they did not provide any solution, did they provide any information at all on the transactions?

The gateway response field is saved directly from the response given by the payment provider (in this case braintree), if you take a look here:

https://articles.braintreepayments.com/get-started/transaction-life-cycle

You’ll see ‘settling’ is the intermediate status given when the payment is being processed. Event Espresso will only update the payment when Braintree sends an ipn that shows a status of settled so are the above payment showing as settling or settled in Braintree?


Andrew Keir

December 6, 2016 at 4:02 pm

Hi Tony,

The transactions are shown as settled on Braintee, however, they are shown as settling on Event Espresso.

Let me know if you want me to send you some screenshots.


Tony

  • Support Staff

December 8, 2016 at 1:58 pm

Would you mind if I had a look over the transaction log for the payment so I can see what is happening, for that I’ll need temporary access to admin.

If that’s ok can you send details using this form:

https://eventespresso.com/send-login-details/

Please include details of one (or more) of the registrations in the message so I know where to look.

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Updated by  Tony 2 years, 11 months ago ago

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