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Grahamer
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May 28, 2018 at 8:20 am
Hi Guys,
I have a customer that managed to register for a payed for a paid event without actually paying for the event! The registration details say complete, the plugin has approved them and the final price is the correct amount however noticeably the Total Txn price is 0.
The transaction Invoive has the correct amount but the payment status is pending with the ‘total paid’ is $0.00
The payment was made through Paypal Express and also on the Paypal account there is no record of the payment so my questions are:
Why is the payees payment and registration showing up as ‘approved’ and ‘complete’ in ‘green’ on the plugin?
How do I stop this from happening again?
What steps do you recommend that I take with the transaction/registration such as: delete the transaction or contact customer etc.
Regards,
Andy
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Josh
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May 29, 2018 at 2:05 pm
Hi Andy,
Can you go to Event Espresso > Transactions and get the transaction ID there, then go to Event Espresso > Payment Methods > Logs and check any log items there related to the transaction ID. If there was a payment that was initiated there will be some debug information there.
One thing to keep in mind is the registration process steps are in this order:
1) Select tickets
2) Complete the registration form
3) Payment step
So if they’ve completed the registration form, but do not go on to the payment step, their registration will still be recorded on the website.
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Grahamer
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May 31, 2018 at 2:57 pm
Hi Josh,
I followed your instructions and found no corresponding transaction ID in the Payment Methods > Logs! Not sure if thats good or bad..
I also understand the process of Select Ticket > Registrar > Payment, however I still don’t understand how this particular payee was able to get listed as completing a payment through the plugin without actually making a payment. The point being I thought a payment was necessary in order to complete the circuit so to speak.
When I view transactions the payee’s ‘total’ is set to ‘free’ with paid set to ‘0’ not sure if this helps you to resolve the issue. I’m happy with the plugin just looking to avoid this situation again and treble check to ensure customers don’t turn up at events claiming to have paid etc.
Let me know what you think!
Cheers,
Andy
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Josh
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May 31, 2018 at 3:11 pm
Hi Andy,
If the amount paid is showing “0”, that’s actually an indication that they did not pay. What you could do is contact the individual and ask them if they have a transaction receipt from PayPal. This way if they did indeed pay and the payment notification didn’t make it back to your website (which can happen due to network latency/timeouts, and/or a PayPal API outage), they can show proof of payment and the payment record on your site can be updated manually.
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