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GNAdmin
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March 28, 2016 at 6:04 pm
I’m using PayPal with EE 4.8.35 (I know I’m a little out of date but I don’t like to update in the middle of an event sales), and recently (last 2-3 days) have been having a rash of INCOMPLETE registrations. Transactions show no response from PayPal gateway (ie blank) like they never made the leap to PayPal.
I’m frankly a little suspicious that it’s a user problem but I’ve got no data to determine if that’s true. it’s not a tech savvy group, so when I ask about what went wrong I tend to get answers like “it didn’t work” or “it didn’t take my VALID credit card.” That makes me wonder if there’s isn’t a log file somewhere I can peek in to get more insight into what was done in EE4.
I’ve looked in our PayPal account – no sign at all of the registrations in question, including in the DECLINED queue.
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Tony
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March 29, 2016 at 6:04 am
Hi there,
Your title mentioned Incomplete Transactions but you mention Incomplete registrations above. I’m assuming its Incomplete transactions but to be clear, within Event Espresso an Incomplete Registration shows like this – http://take.ms/Ab1Q0
Whereas an Incomplete Transaction shows like this – http://take.ms/LJo8W
I’m assuming it’s the latter as at least one user states their cards are not accepted, the registration should not be incomplete at that point but can you confirm which it is please?
I ran a quick test registration on your event and you only have PayPal Standard available as a payment method.
This means that once the user clicks to go to PayPal EE creates a ‘Pending’ Payment within the Transaction, it looks like this – http://take.ms/pW2ic
(The PayPal IPN updates that payment when the user pays)
If the transaction has one of those, the user has been re-directed to PayPal, now lies a problem with logging.
The user is no longer on your site, they are on PayPals. We can’t log any additional details from there. So with:
“it didn’t take my VALID credit card.”
We can’t see why that’s happening because they are at PayPal. However we have seen similar reports to this with PayPal and its often because that card has been linked to a PayPal account in the past. If that’s the case PayPal doesn’t allow the card to be used without logging into PayPal (yes, really. I know its annoying)
Are your users wanting to pay via Credit/Debit Card rather than using a PayPal account? We’ve found that as much as PayPal offers that services, its often rather unreliable and prevents payments for no apparent reason.
We recommend using Stripe for card payments, the user does not need an account at all with Stripe. (Note you’ll need the Stripe Payment Method for this) The fees are similar to PayPal.
There’s also BrainTree (which is still actually PayPal) (You’ll need the BrainTree Payment Method for that)
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GNAdmin
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March 29, 2016 at 10:19 am
Sorry, yes, Incomplete TRANSACTIONS. I’m familiar with the IPN loop and how that works after sorting thru an issue with Auto-return. I’m almost to the end of this sale, so I think it’s too late to change payment methods now, but I’m going to press for a change for my next event.
Thanks for the insight.
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Lorenzo Orlando Caum
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March 29, 2016 at 1:36 pm
Hello,
I would consider using Braintree via our Braintree payment gateway add-on (https://eventespresso.com/product/eea-braintree-gateway/) as they have a promotion where they will pay credit card fees until your organization has received over $50,000 in payments. Then the credit and debit card fees are similar to Stripe and PayPal.
You can learn more here:
https://www.braintreepayments.com/pricing
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Lorenzo
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