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Daniel Maddocks
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January 23, 2014 at 2:52 am
Hi,
We have an ongoing issue at http://www.parenthub.org.uk and cannot figure it out.
Someone registers for an event – completes their details and hits submit – they are taken to Pay with Paypal – we then get the usual message of “Your payment is complete – you will be redirected to Parent Hub in 10seconds” message – it then redirects to the Parent Hub website and in the notes there it says “Incomplete” and redirects back to Paypal for the customer to pay again.
This has been happening for around 3 months now and customers are paying twice and we have to refund the duplicate payment each time.
We are currently using WordPress 3.8
Event Espresso version 3.1.36.3.P
Event Espresso – Calendar by Event Espresso version 2.2.2.p,
Event Espresso – Social Media by Event Espresso version 1.1.7.p,
Event Espresso by Event Espresso version 3.1.36.3.P,
Can anybody help with this? It seems to only happen on iPhones and iPads as far as we know so far.
Thank you in advance
Danny
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Tony
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January 23, 2014 at 4:33 am
Hi Daniel,
Does this happen for every Paypal transaction with those devices?
One thing we have noticed increasing recently is the delay in which Paypal is sending the IPN to the site. (Josh has recorded over 55 seconds between making a payment and the Paypal IPN being received)
What this means is that a user will pay via Paypal, be redirected to your site and see the payment will be incomplete, if they then wait a minute and refresh the page they find the Payment status has been updated to Complete.
Obviously this is not ideal and we are looking into (and have implemented) many fixes to try and reduce this issue, but unfortunately we have no control over Paypal’s response times so there isn’t all the much we can do.
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Daniel Maddocks
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January 23, 2014 at 6:02 am
Hi Tony,
Yes as far as I know it’s with all payments from those devices.
People are unable to wait for a minute, as when they pay – Paypal redirects them back to our site for 5 seconds, then it redirects straight back to the Paypal payment page, something is going on other than just waiting for the IPN it seems or they would be sat on our “Payment Incomplete” page I would imagine.
Also as its device specific makes me think it’s not the Paypal IPN timing either.
We have a test course set up for £1 if support would like to test it (we would obviously refund the £1 after).
By going to http://www.parenthub.org.uk and choosing the “Julia’s NCT Private Course” in the top right list – the drop down in there has an “organiser” option for £1.
Would someone be able to test in to see exactly what we are experiencing?
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Dean
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January 23, 2014 at 6:54 am
Hi Daniel,
I don’t have an iPad so unfortunately I cannot test it, another support team member may be able to, but I have a question. In the PayPal settings in the Event Espresso menu, is the option “Bypass Payment Overview Page” set to yes?
That would be the only reason the user would be redirected. If so it might be worthwhile to turn that off while the incomplete issue is being resolved (or possibly turn it off and leave it off).
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Daniel Maddocks
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January 24, 2014 at 1:26 am
Thanks Dean/Tony
Ok “Bypass Payment……” was set to Yes – I’ve changed it to No however this now throws up another issue….
On the Event Payment Overview page, The box that says “Please Choose a Payment Option” does not show the Paypal image, I thought I would simply add my own image to the plugins image folder however the file path is …..plugins/event-espresso-free/gateways/paypal/btn_stdCheckout2.gif” – we do not have event espresso free installed – we are using the paid for plugin so deleted the free version.
So we have to issue refunds which we are being charged for by Paypal and cannot leave the Bypass Payment Overview Page set to No as we cannot display an image.
Please advise,
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Tony
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January 24, 2014 at 4:45 am
Hi Daniel,
You can manually remove ‘-free’ from the file path and update the Paypal settings and it should find the image.
http://d.pr/i/TQcv
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