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Joe Z
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September 4, 2015 at 3:39 pm
New to EE here, sorry if this is covered but I can’t find the answer in the docs.
On our client’s EE4 install I’m noticing a couple of double-registrations by customers who have one failed/unknown transaction–recorded as a registration with Payment Due–followed by a successful AIM transaction and a second associated registration. (AIM is the only payment method we have turned on.)
One thing we never did (oops) when testing was check the scenario of a card decline in the cart. I assumed the system would just inform the user of the declined status and let them try again, or abandon. But, is it possible EE is ALSO adding a pending registration in such a case? If so, is there a way to prevent that from happening?
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Tony
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September 7, 2015 at 5:41 am
Hi Joe Z,
EE should not create an additional registration when the payment declines.
Here is what happens one my test sites when I force a failed payment – http://take.ms/2j6dU
The payment form is still displayed and the user can re-enter the payment details to re-try, on that page I tried multiple payment attempts – http://take.ms/ncEEU
So the payment will remain within the regular registration/transaction and not create a new registration. However, if the user attempts a payment and closes the browser at that point they will not have received any emails regarding the registration itself, but it will have received payment declined emails – http://take.ms/VBlRl
Within those emails is a link to retry the payment – http://take.ms/osGhr
Even using that link to finalize the payment should not cause a new registration to be created.
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Joe Z
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September 11, 2015 at 11:42 am
Hi,
Thanks so much for the detailed information. This makes sense. I guess the only thing I want to verify is, when the user’s payment fails like that and they close the browser, the system DOES create a registration with a payment amount of $0.00–and a status of “Pending Payment”, correct? Or does it not?
I have a couple of these in our system (screenshot http://take.ms/X17I3) and it’s not clear how they got there–since AIM is the only payment method supported. Are these there as Pending to support the retry links sent by email?
Thanks so much!
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Tony
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September 11, 2015 at 12:02 pm
the system DOES create a registration with a payment amount of $0.00–and a status of “Pending Payment”, correct? Or does it not?
That’s correct.
Registrations (and their transactions) are created very early and updated as the registration progresses through the steps.
Are these there as Pending to support the retry links sent by email?
Yes that’s correct, otherwise they would need to re-register when using the link.
Pending Payment registrations do not apply to the ticket limits so have no effect on your events.
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Joe Z
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September 11, 2015 at 12:18 pm
Okay great. Those were the “duplicate” registrations I was seeing, as some users simply tried again using a brand new session instead of using the emailed link.
It would be helpful if in the registration lists, the “status” was indicated by a heading as opposed to just the color of the cart icon. I see now those registrations in the list are marked as “failed” by the color of the cart icon. But I’d consider this more critical information to break out, and actually, a lot of people (like me) are red-green colorblind! So the color change of that small icon at the end didn’t jump out at me.
Anyway, thanks for the help!
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Lorenzo Orlando Caum
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September 11, 2015 at 1:15 pm
Hey there Joe,
I’d like to hear more about some of the areas that you are finding confusing. I’ve sent an email to the email address on your account.
If you have a few minutes to spare, then please go ahead and reply there.
Thanks
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Lorenzo
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