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Mollie payment – registrations randomly get status "not paid"

Posted: May 31, 2020 at 7:41 am


sara.bosman

May 31, 2020 at 7:41 am

We keep having issues with the Mollie plugin. The thing is that after payment, apparently randomly, some registrations get the status “not paid”, while the payment actually is ok and matches the total amount. As a consequence, those customers don’t get their confirmation emails.

We just had two customers registering for exactly the same ticket for same event, both paying the same amount with Mollie. Action hooks and redirects get called correctly (I checked the server logs; I can send you them if you like). One gets the status of “paid” and the other “not paid”. This happens about every 1 in 4 cases.

Some screenshots (in order: ee4 overview, ee4 transaction statuses, mollie overview and mollie details):






Any ideas?


sara.bosman

May 31, 2020 at 7:48 am

Ah, and I forgot to mention: both have a registration status set to “Approved”, but the one with the transaction status to “not paid” didn’t receive any email messages while the other did. I thought email messages only depended on registration status?


Tony

  • Support Staff

June 1, 2020 at 7:48 am

Hi there,

On the transaction that shots ‘Not paid’, click on the ‘view additional transaction session details’ under the line items, what does that show?

I thought email messages only depended on registration status?

Sort of, only its a little more tricky with offsite payment methods that use ‘IPNs/webhooks` to notify EE of payments as the user and the IPN could potentially hit the site at exactly the same time and trigger multiple messages.


sara.bosman

June 1, 2020 at 9:02 am


Tony

  • Support Staff

June 2, 2020 at 7:41 am

Hmm, yeah that’s strange.

Have you checked the EE payment logs?

Event Espresso -> Payment methods -> logs.

For a Mollie payment, there should be 3 log entries for that transaction.


sara.bosman

June 2, 2020 at 8:40 am

for transaction 3915 there are 3 entries all right, but for 3913 only 2 (Post Payment Transaction Details are missing)


Tony

  • Support Staff

June 2, 2020 at 9:34 am

The most likely cause of that is the user not returning to your thank you page after submitting the payment with Mollie.

Any errors in your servers error logs from around the same time as that transaction?


sara.bosman

June 5, 2020 at 4:18 am

No log errors. I sent you them by email.


sara.bosman

June 15, 2020 at 3:25 pm

Any updates on this issue?


sara.bosman

June 15, 2020 at 3:25 pm

Any updates on this issue?


Tony

  • Support Staff

June 19, 2020 at 6:05 am

Hi there,

My apologies for the delay, I’ve been running various tests using the Mollie payment method to try and reproduce, unfortunately I’ve been unable to so far.

I need to take a look over the payment method logs within Event Espresso -> Payment methods -> logs to see if anything stands out there, however, the account given does not have access to it, can you update it please?


sara.bosman

June 22, 2020 at 4:09 am

I upped your role; you should have access now.
We just had another subscription (#3024) this morning with the same issue. It really seems random; about 1 in every 5 or so subscriptions, this problem occurs. I’ll leave the status to “unpaid” so you can verify. No messages were sent either; you will see two sent messages, but I did that by manually confirming his subscription with the “approve registration and notify user” action (which triggers the messages).


Tony

  • Support Staff

June 22, 2020 at 1:50 pm

Yeah, there’s no log entry for that user arriving back at the thank you page.

I think the only way you’ll know what is happening is to contact one of these users and ask them if they are being directed back to the thank you page after payment, or if there is an error or are they just closing the browser.

Right now it looks like they simply aren’t arriving back at the thank you page.


sara.bosman

June 22, 2020 at 2:21 pm

I’ll ask. But still: the payment is registered in the backend, so the action hook was succesfully called by Mollie. This should be enough to update the payment status. It shouldn’t depend on displaying a thank you page, should it?


Tony

  • Support Staff

June 22, 2020 at 3:24 pm

But still: the payment is registered in the backend, so the action hook was succesfully called by Mollie. This should be enough to update the payment status.

And it does, the payment object itself shows the correct status.

It shouldn’t depend on displaying a thank you page, should it?

As it stands, yes.

The webhook/ipn is updating the payment object but hitting the thank you page ‘finalizes’ the registration, collates all of the data together and updates the registration.

They need to hit the thank you page to finalize.

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Updated by  Tony 3 months ago ago

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