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sbxmedia
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October 19, 2013 at 10:47 pm
Hello, I have been using EE for the better part of the year now and every now and again we get 2 things happening.
1) Tickets are purchased, they are billed and tracked in both EE and Moneris but no ticket received or
2) Tickets purchased, billed and tracked in Moneris but NOT in EE and no ticket sent.
I had a support Q in about this with no resolution here
https://eventespresso.com/topic/moneris-payments-accepted-but-not-triggering-confirmation-emails-for-events/
We have a Halloween event with several thousand spots available over 2 days. I have had non stop emails about people not getting tickets and in all cases it was one of the 2 issues above.
We have tried to speed up the thank-you page with a template change you suggested. We have added extra text to say “if you don;t get your tickets email us”, we have upped the size of the warning for anyone clicking the back button to buy more tickets. We don;t have a cache on the site, the site speeds have been fine. I have no idea what is happening but it is making for a bad financial issue, client relations issue and staff issue since we have to check every “incomplete record” to see if there is a moneris payment processes to make sure people are getting their tickets.
Do you have any ideas where I can start to troubleshoot this issue?
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Dean
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October 21, 2013 at 1:04 am
Hi,
1) Tickets are purchased, they are billed and tracked in both EE and Moneris but no ticket received or
Most likely this is down to either the emails falling into their spam folder or the server not sending them out. If the users are simply never receiving the emails, you could try a plugin such as WP Mail SMTP or a service such as Mandrill/Postmarkapp to assist with the email sending.
2) Tickets purchased, billed and tracked in Moneris but NOT in EE and no ticket sent.
I assume your settings are the same since that last post about issues with Moneris? We havent touched the gateway since that point. Are there any correlations between the users that are not being tracked – browser, event, anything?
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sbxmedia
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October 21, 2013 at 8:37 am
Hey Dean, thank you for your reply.
1) I will test out a few options and we have added text to different locations in the process requesting people add our email to their safe lists.
2) Settings are the same. I have been trying to find correlations but so far, not much success. and it is really tough to get people to give you their data like browser versions and such but I have been asking for any and all details. Events have all been different, I even checked ticket templates.
We just upgraded to the latest version of EE last night as well to try and see if that solves some issues. If we get another occurrence I will post about it here. In the meantime if you have any ideas let me know.
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Josh
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October 22, 2013 at 7:51 am
Hi Brian,
I am confused about this statement:
I had a support Q in about this with no resolution here
In the last thread in that post you wrote:
SOLVED! That did the trick. The latest version works with Moneris 🙂
Thank you for all your assistance.
If you continue to have issues with the Moneris gateway you can try installing the simplified transactions page template. You can download it from the PayPal documentation page and install it on your theme:
https://eventespresso.com/wiki/how-to-set-up-paypal-ipn/
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sbxmedia
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October 22, 2013 at 9:28 am
We have already installed the simplified transactions template.
The thread you are referring to was from way back at the beginning when we were just trying to get EE working. We have sold over 10,000 tickets since then and the problem is occurring sometimes. I just had a look in my inbox this AM and I have people asking where there tickets are. A daily occurrence. But it’s not everyone.
We updated to the latest EE as well on Sunday night.
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Josh
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October 22, 2013 at 9:54 am
Hi Brian,
It sounds like this is an issue that happens when the network traffic is enough to slow the response from Moneris to your site to the point where the Thank You page loads up before the Instant Payment Notification is received by your site. At this time I am not sure what the solution is for this and will need to discuss this with a few of the developers.
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sbxmedia
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October 22, 2013 at 1:53 pm
So I determined what happened to a few of the people. Because the site is not on SSL when people are coming back from the payment gateway they are sometimes getting a “insecure site” warning. So they close down their browser. Tickets charged, they may or may not receive their ticket and EE does not count it as approved. May not solve all my issues but and SSL is going on the site today.
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Dean
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October 23, 2013 at 5:21 am
Thanks for the feedback Brian, we are still making some inquiries our end to make sure we are doing all we can for seamless integration but the SSL issue makes sense.
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sbxmedia
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October 23, 2013 at 6:49 am
Speaking off SSL, I had that installed, added the SSL plugin for EE but I am noticing when I go to the shopping cart it moves out of SSL. And when that happens there are javascript loading issues as when I update the shopping cart the total does not calculate, it just keeps spinning. Am I missing something?
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sbxmedia
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October 23, 2013 at 11:03 am
Okay I figured out that I needed to “force SSL” on the 4 key pages. and it worked okay. But then after purchasing and being sent back from Moneris I got an error that the transaction ID could not be found. Does this mean that Moneris needs to be updated to the post transaction address is HTTPS?
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Sidney Harrell
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October 23, 2013 at 11:35 am
I’m not that familiar with how moneris works, but looking through the code a little bit, I’m not seeing us sending the url for the transactions page dynamically. Is it a case where you have to set the transactions page url within your moneris account? If it is, and you have “force https” on the transactions page, then you probably have to set the transactions page url to https within your moneris account. If you have to set a return page url in your moneris account, the same thing goes.
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sbxmedia
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October 24, 2013 at 3:39 pm
Hey guys, the HTTPS had to wait but we are getting slaughtered. This is a popular event with thousands of tickets and at least once or twice an hour I am getting people saying they did not get a ticket. And it’s either tracked in EE as paid but no ticket sent or tracked as incomplete but money was collected. We have been going in and manually sending tickets and setting people to complete but the transactions will not not map to moneris. This is a big problem for us in many ways. Any additional insights would be hugely appreciated because we are going to have a big problem as we get people come to the door with no ticket saying they paid and they are incomplete in the system.
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Josh
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October 24, 2013 at 4:18 pm
After you get the SSL certificate installed you can set the pages to load as https and change the urls in your Moneris account to point to the pages as https.
In the cases where it’s tracked in Event Espresso as paid, and you’re sending out a lot of transactional email, but there are emails not being sent we can suggest using a transactional email delivery service like PostMarkapp or Mandrill. This will help ensure the emails get delivered.
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sbxmedia
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October 25, 2013 at 2:11 pm
Yeah I will get the SSL finished after this weekend is over. This event can;t handle any more hickups. We did just get someone saying they got this Error.
“… The credit card screen spat back an 0E45324 java script debugging error screen. I refreshed the screen and on the second attempt, it looked like the order processed. I got an email and just went to print the tickets, and it only shows 2 were processed…. ” oddly they had 4 of the 6 process. Is this an issue with the Moneris Gatweway connection to EE?
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Sidney Harrell
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October 28, 2013 at 9:59 am
The first part sounds like an error on the Moneris site. Did they pay for all 6 tickets at once? The interaction between Moneris and EE should mark all the attendees in a single transaction at the same time.
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