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EE Stripe rejected payment but user got confirmation email

Posted: July 5, 2020 at 3:19 pm


wkcde

July 5, 2020 at 3:19 pm

We had an event registrant recently try to pay using Amex / EE / Strip addon. The response back from the card provider was “do not honor” and it shows both in Stripe and in EE that it failed. The registrant got an email that said it had been successful. I looked at the transaction number in her email confirmation and in EE it says payment was still due. Anyone else hit this?

My only clues so far is it is the only American Express payment I have found. (Is there a way to get a breakdown of what card was used?) I do not have it set up to require a business address when paying. I will turn that on. Wondering if AMEX didn’t like that?

Thanks!
Lorie


Tony

  • Support Staff

July 6, 2020 at 9:10 am

Hi there,

The registrant got an email that said it had been successful.

Which specific email did they receive? Was it a registration based email (Registration Approved) or payment (Payment Received)?

What is the subject of the email they received?

Note you can find the emails trigger by Event Espresso by going to:

Event Espresso -> Registrations.

Finding the registration in question and click on the icon.

My only clues so far is it is the only American Express payment I have found. (Is there a way to get a breakdown of what card was used?)

Stripe is an ‘offsite’ payment method in which the users enters the details directly to Stripe, that means Event Espresso only has access to the whatever data Stripe provides. We likely could pull in additional information that what EE currently does not but in short, in terms of PCI compliance less is better (not strictly true but point being you don’t want to pull the info you don’t absolutely need for a transaction).

If you check on your Stripe dashboard you should find more details on the card used.


wkcde

July 6, 2020 at 9:42 am

https://wilmingtonkennelclub.org/wkctrans260/
https://wilmingtonkennelclub.org/wkctrans260-email/
https://wilmingtonkennelclub.org/wkctrans260-summary/

Those are screenshots of the email she got and what the transaction looks like in EE. Stripe shows all attempts failed but she got the “paid” email.

Thanks!
Lorie


Tony

  • Support Staff

July 7, 2020 at 11:13 am

Hmm, yeah that’s the payment confirmation email alright.

Do you mind if I take a quick look over the site so I can view the payment log for this?

If that’s ok, you can send login details using this form:

https://eventespresso.com/send-login-details/

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Updated by  Tony 1 month ago ago

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