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Payment but no registration

Posted: May 16, 2019 at 10:50 am


Michael

May 16, 2019 at 10:50 am

Hello again, I am starting a new topic which might be related to this:

https://eventespresso.com/topic/more-sold-than-available/

On this same event which we have been having issues with more sold than viable, we discovered a payment ion our Stripe account with no registration.

The Stripe transaction for “Composition for Animation & Film” came through, but there is no trace of this registration in EE.

https://www.evernote.com/l/APcYlhS3FpdB-YWjz9Ze8M0rTW-LdtvyjWs

This was brought to our attention when this customer wanted to pay in cash for another registration.

Please advise.

Thank you!


Tony

  • Support Staff

May 17, 2019 at 5:39 am

If you click on that payment, in the top right you’ll see a charge ID, something like: ch_1Ea1fb2D9KhTaSNstsnBRamB

Copy that.

Then go to Event Espresso -> Payment methods -> logs.

Search for the ID you copied, do you see any log entries?


Michael

May 17, 2019 at 12:20 pm

Thanks for the reply.

I searched and no entries came up.

My client had to refund the transaction since that class is already full.

Thank you.


Tony

  • Support Staff

May 23, 2019 at 10:01 am

I’ve spent some time investigating this but the only way I can think of this happening is if the registration was deleted.

Registrations are created much earlier than the user is able to attempt a payment so to have a payment with Stripe but no registration is very strange.

The log entries for the payments would have store the charge ID if it hit the site even if the registration had been deleted so unless your site is set to clear the logs quick I can’t see how this payment was made.

Does the user have confirmation emails for the registration linked to this payment?


Michael

May 24, 2019 at 12:07 pm

Thanks for the reply. When you say “the transaction was deleted”, are you referring to being deleted by the admin?

If so, we were made aware of this transaction only when the customer asked for a refund for it, so it was not deleted from the WP admin.

I will follow up to see if the customer received any transaction emails.

Thanks.


Tony

  • Support Staff

May 27, 2019 at 9:05 am

When you say “the transaction was deleted”, are you referring to being deleted by the admin?

Yes.

EE doesn’t delete registrations once they have contact information assigned to them, and a user can only make it to the payment page after that step, meaning EE wouldn’t have deleted that registration/transaction.

If so, we were made aware of this transaction only when the customer asked for a refund for it, so it was not deleted from the WP admin.

That doesn’t necessarily mean the EE registrations/transaction were not deleted within the admin by mistake. Not I’m referring to the EE admin, not Stripe.


Michael

May 28, 2019 at 2:48 pm

Thanks Tony.

That doesn’t necessarily mean the EE registrations/transaction were not deleted within the admin by mistake. Not I’m referring to the EE admin, not Stripe.

If thats the case, wouldn’t the deleted registration be in the Trash in the Admin with the rest of the deleted registrations? There is no trace of this registration in EE at all.

Thanks!


Tony

  • Support Staff

May 29, 2019 at 7:09 am

Again, not necessarily as registrations can also be perm deleted.

Again, EE doesn’t delete registrations that are linked to contacts and that happens on the first step so unless the registration was somehow updated to have no contact details, meaning the registration was once again step to have a status of ‘Incomplete’ (note this is NOT the same as the transaction status showing incomplete) then EE wont delete that registration.

We have sanity checks being run through before ‘incomplete’ registrations are deleted from EE, once its been updated from step 1 (which again the user must have been through to get to the payment option) EE doesn’t delete those registrations.

Have you reverted to a backup at all?

I know you had a lot of strange issues with the server timing out recently, its possible something really strange happened with this registration hitting a timeout during an update, but tbh, even with that happening, I can’t see a reason for EE to delete the registration.

Either way, to get to the payment options, the user had to have run through all of the registration steps and from step 1 (after submitting the ticket selection) the registration is assigned to the user.

Did you hear back from the user about the registration emails?


Michael

June 12, 2019 at 7:46 pm

Hi Tony:

Either way, to get to the payment options, the user had to have run through all of the registration steps and from step 1 (after submitting the ticket selection) the registration is assigned to the user.

Yes. here is a screenshot of the email the user received:

https://www.evernote.com/l/APeWg5ijMN9IprHNTjMkHcdU5FcUXQhoUqg

so to recap:

1- user registered
2- stripe shows payment
3- user received email conformation
4- so sign of registration in EE
5- if accidentally deleted by admin, it would be in trash correct? not showing in trash

Thanks!


Tony

  • Support Staff

June 13, 2019 at 5:21 am

That’s a payment received email rather than a registration email (Registration Approved email for example), its triggered when a payment object is created and set to Approved, is that the only email they received?

The transaction ID for that user is 151, so if you go to:

{domain}/wp-admin/admin.php?page=espresso_transactions&action=view_transaction&TXN_ID=151

On your site, what do you see?

5- if accidentally deleted by admin, it would be in trash correct? not showing in trash

No, registrations can be perm deleted by the admin.

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Updated by  Tony 3 months ago ago

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