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Trevor Tessier
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October 17, 2014 at 1:09 pm
Hey, just continuing on from this discussion.
https://eventespresso.com/topic/more-incomplete-in-ee-but-not-payment-gateway/
We are currently looking into service issues. We do have a pretty decent system in place. We actually upgraded our system solely because of these issues we were having last year. So we went from discount server to Rolls Royce servers(s), load balancers etc etc. Yet, we still have the exact same issues.
Just to add to it though, the most recent 3 consumers who experienced the issue have all said the same thing “… I entered my credit card info and submitted, then got a screen that said thank you but it gave no other confirmation info stating if purchase was successful, nor did I receive an email with the tickets.”
This is still about 5% of the time. With an event that sells 5000 spots that is a lot of issues to deal with. Does this info give any other ideas on things to check?
In the meantime we are looking at loads. At this time of year we experience about half of the website traffic then over our summer months, but again, the issues still persist.
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Josh
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October 17, 2014 at 4:01 pm
Hi Trevor,
Since you’ve taken steps to rule out the server, you can rule that out.
Your other options are network issues around the gateway, or the gateway code that updates the payment status executes only 95% of the time.
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Trevor Tessier
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October 17, 2014 at 4:27 pm
So would that mean I need to talk to the gateway?
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Josh
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October 17, 2014 at 4:44 pm
Yes. There may be a record of your server’s response to the IPN sent by the payment processor. If there was no response for the missing ones, maybe they can resend? For example, PayPal has an option to let you resend the IPN and when a re-sent IPN hits Event Espresso, Event Espresso will automatically update the payment status.
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Trevor Tessier
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October 17, 2014 at 4:49 pm
Which would mean we would need to manually check all bookings. Not everyone knows to contact us when they have an issue. We can at least test it. I did notice that in the moneris log file under the espresso folder these recent ones were not recorded or could not be found in the log. But I guess that would support what you said. If we can get a re-sent IPN and then it shows up in there you are correct.
About right?
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Josh
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October 20, 2014 at 12:52 pm
Hi Trevor,
Or manually check all non-paid bookings.
If Moneris will resend the failed notifications, Event Espresso 3 will automatically update the transaction status. Another option to look at is use a gateway that handles the back and forth between your site with an API like Stripe, Authnet AIM, or PayPal Pro. This way you can avoid the issue with missing IPNs.
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Trevor Tessier
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October 27, 2014 at 2:11 pm
Josh, we are stuck with moneris at the moment but are looking into other options. In the meantime we connected with Moneris. Here is our question and the response. We are wondering if you had suggestions on what to do next?
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Q: We appear to be having issues with transactions getting dropped and incomplete transactions with our Event Espresso Ticketing plug in. We have checked out server reports and had Event Espresso look at their end
What we want to test is the ability to “resend” and IPN back to our event system. For example, PayPal has an option to let you resend the IPN and when a re-sent IPN hits Event Espresso, Event Espresso will automatically update the payment status. We need to know if we have the ability to test this with people who have missing payment data in Event Espresso but they are confirmed paid in Moneris and see if this triggers it as completed.
A: We offer Asynchronous Post. It does the same as IPN, it sends a server to
server XML post over to the merchant. This way if there is an issue with the Hosted Paypge response being dropped or any sort of communication issue they will receive their server to server post with all of the receipt elements.
Additional information on this feature is available through our Developer Portal.
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The developer portal gets into API and the development at a level EE would be involved with. Should we be considering a different setting somewhere in the Moneris set-up? https://eventespresso.com/wiki/payment-settings-ee3/#Moneris
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Josh
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October 27, 2014 at 7:12 pm
Hi Trevor,
The settings in published in our documentation are the correct settings to use when using the Event Espresso 3 / Moneris gateway. If you want to add the Asynchronous feature to the gateway it will involve getting a devloper involved.
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Trevor Tessier
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October 27, 2014 at 7:56 pm
Josh, you mean an EE developer? I am interested if that is the case.
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Josh
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October 27, 2014 at 8:05 pm
Hi Trevor,
I mean a developer in general. Currently the Event Espresso development team is working on adding new gateway functionality for Event Espresso 4, but I can check around to see if there is any availability for some custom dev time in the near future to add a new feature for an EE3 gateway.
I can also recommend contacting one of the developers who have experience with extending Event Espresso that are listed here:
https://eventespresso.com/developers/event-espresso-pros/
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