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lee@safeswim.com
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July 26, 2016 at 6:26 pm
We are having an issue happening about 25% of the time.
1) A customer enters their credit card and presses continue (something happens making them believe that their registration did not go through – they do not receive a email confirmation)
2) The same customer goes through checkout again and completes it – receives email confirmation.
– In our backend it shows that the first registration was pending payment and the second registration was complete.
– On the actual transaction area it shows that the person was successfully charged 2x through braintree.
– We have to call customer to let them know that they were double charged and that they are still registered for their class.
Why is this happening? Thank you!
Links of screenshots (of 1 person who got charged 2x even though 1 is pending payment)
https://cprtrainingpro.com/wp-content/uploads/2016/06/ee1.png
https://cprtrainingpro.com/wp-content/uploads/2016/06/ee2.png
https://cprtrainingpro.com/wp-content/uploads/2016/06/ee3.png
https://cprtrainingpro.com/wp-content/uploads/2016/06/ee4.png
https://cprtrainingpro.com/wp-content/uploads/2016/06/ee5.png
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Lorenzo Orlando Caum
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July 27, 2016 at 4:07 am
Hello,
Looking at the datestamps for the payments, it looks like one was initially made and then about 7 minutes later another registration was sent through the system and paid for.
The first thing that I would do is follow up with some of the recent registrants where this happened and ask them if they ran into any issues during registration checkout and the type of web browser that they were using. This is because they should have arrived at the thank you page right after paying for a registration.
If no errors/issues are reported, then it may be that they are expecting a confirmation email right away. The messages system in the current version of Event Espresso will queue messages for generation and trigger them for sending. That generally happens within a few minutes.
There is an option to restore the old behavior which will trigger those notifications for sending immediately after a registration. You can find it in Event Espresso –> Messages –> Settings.
Then scroll down and adjust the setting and save changes.
However, before you may any changes, I would try to get some feedback from a couple recent registrants that were affected.
—
Lorenzo
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