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Linda Isarasakdi
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April 7, 2016 at 2:42 pm
We’re getting a number of situations in which there’s a failed transaction and then a completed transaction 1 minute later. There’s no payments for these registrations, so it’s not a failure of a gateway processor.
In all of the failed transactions there is no contact information.
The only thing I can think of is that the person doing the registering has made an error on the form – which triggers a transaction – and then corrects the errors, hits the submit button, and a new transaction is triggered.
Here’s a screenshot of failed and completed transactions 1 minute apart (there are three transactions each because the person is inputting three registrations at a time):
http://readytorentbc.org/split-screen-failed-transactions.jpg
I know we can delete those failed transactions, but is this normal behaviour? These kinds of form-filling errors are likely to happen a lot in our circumstances and we often have ten or twelve registrations at a time, so this is going to make for a lot of failed transactions…
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Josh
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April 7, 2016 at 3:11 pm
May I ask, would you prefer it if it didn’t record those at all or even deleted them?
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Linda Isarasakdi
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April 7, 2016 at 3:48 pm
Yes, if failed payment transactions would still be recorded, Josh, then we could certainly do without these kinds being recorded.
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Linda Isarasakdi
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April 7, 2016 at 3:52 pm
And just to clarify, I since found this explanation from one of your staff in another forum posting:
Failed transactions are created as soon as you select your tickets and are updated as soon as you enter you attendee details (they update to ‘Incomplete’).
By the time the user has selected their payment type, the transaction should no longer be failed.
Based on that, I would have thought that there wouldn’t be a separate failed transaction recorded, but simply that the status of the transaction would remain ‘incomplete’ until the person corrected the form errors. Once corrected, clicking the submit button would turn the status to pending or complete depending on whether payment was needed…
With that in mind, I thought maybe the issue was that our registrant was refreshing their browser upon getting an error message (rather than correcting the one or two fields) and starting again – thus creating a new transaction…???
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Josh
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April 7, 2016 at 4:30 pm
Refreshing their browser because of an error message will not start a new transaction. They’d have to abandon the session completely and start a new session.
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Linda Isarasakdi
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April 8, 2016 at 9:33 am
We’re getting in touch with some of the people who did these registrations, to see if they remember exactly what happened.
What counts as “abandoned” Josh? Probably timing out would be one instance, but in these cases, it was only a minute later. Closing the browser would probably be another.
And wouldn’t the transaction show up in EE as abandoned rather than as failed?
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Tony
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April 8, 2016 at 10:22 am
That can happen if the user selects tickets, submits them using the ticket selector and is shown the registration but navigates away (back to the /events/ list or another section that displays the ticket selector) and then resubmits the ticket selection. This can either be by clicking a link to another page or using the Browser back button.
The first submission remains with Incomplete registrations and a Failad transaction, the second submission is updated as the user runs through the steps.
What counts as “abandoned” Josh? Probably timing out would be one instance, but in these cases, it was only a minute later. Closing the browser would probably be another.
The transaction is set to abandoned as soon as you complete the Attendee info step, it is waiting for the next step to be completed (payment method selection)
If the user does not select a payment method the transaction remains abandoned.
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