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cmessengerlehmann
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May 15, 2014 at 9:38 am
Having an issue now that when a user pays for the event via paypal they get a notice in EE saying that their payment was declined however the admin of the site gets a payment confirmation notice and the payment did go thru. Its just that the user gets a notice that the payment was declined. Then when they re-register for the course a second time, they get a payment accepted notice.
Any thoughts here on why this is happening?
Terry
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This topic was modified 10 years, 5 months ago by
 cmessengerlehmann.
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This topic was modified 4 years, 8 months ago by
 Garth.
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Josh
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May 15, 2014 at 1:43 pm
Hi Terry,
Is this standard PayPal (where they enter their payment details at PayPal.com) or PayPal pro (where they enter their payment detail on your site) ?
Please also let us know which version of Event Espresso is installed right now.
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cmessengerlehmann
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May 15, 2014 at 1:57 pm
Hi Josh
This is standard paypal
EE version: 3.1.36.5.P
Wordpress version: 3.8.3
Terry
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Lorenzo Orlando Caum
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May 15, 2014 at 9:36 pm
Hi Terry,
I’m wondering if this is related to a slow IPN (this updates EE with payment information from PayPal).
Could you run a test registration with PayPal?
Then when you arrive on the thank you page, could you wait for about 3 seconds and then refresh.
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Lorenzo
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cmessengerlehmann
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May 16, 2014 at 10:21 am
Hi Lorenzo
I did this and when I got to thank you page it said payment incomplete.
I refreshed and the page went blank (just a white screen) then I refreshed again and it took me to the thank you page where it showed the Payment: incomplete
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Josh
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May 16, 2014 at 12:22 pm
Hi Terry,
This could be more than one issue. With the blank screen, you’ll want to find out what the error message is. If your server has an error log, you can check for the error that was thrown at the moment the white screen displayed. Or you can temporarily set WP_DEBUG to true and try the refresh again and note the error that gets thrown with the white screen.
The other important thing to check is make sure the IPN feature is enabled in your PayPal account. We have a guide on how to set up the IPN in the documentation:
https://eventespresso.com/wiki/how-to-set-up-paypal-ipn/
Also useful: There is an error log in /wp-content/uploads/espresso/logs where you can find a PayPal log that will show why payments were declined or possibly why the Payment notification is failing.
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cmessengerlehmann
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May 21, 2014 at 11:00 am
Hi Josh
I’m have the log file you mentioned here but not quite sure how to read it. Can I send you a portion of the file that shows my particular instance when I went thru the process and got the payment incomplete notice. Maybe you’ll be able to decifer the log file.
Terry
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Lorenzo Orlando Caum
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May 21, 2014 at 11:35 am
Hi,
Could you send a copy of the log to this email:
support [at] eventespresso.com
Please include a link to your support post in the email.
Also, are you seeing anything in the site error_logs? This is usually available in the WordPress root (same location as wp-config.php file) but may also be available through something like a hosting panel or cpanel login.
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Lorenzo
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Josh
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May 21, 2014 at 2:17 pm
Hi Terry,
There are no errors in this log at least as far as the last few weeks. I didn’t look any further. Can you get the transaction ID and let us know what it was?
The other thing to check is the other log file in /wp-content/uploads/espresso/logs. There may be another error that was logged that was secondary to what came back in the instant payment notification.
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cmessengerlehmann
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May 21, 2014 at 2:18 pm
Thanks Josh, I’ll check this.
Terry
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cmessengerlehmann
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June 2, 2014 at 2:32 pm
Hi Josh
I have disabled the WP eCommerce plugin so now since EE will send back the IPN automatically from Paypal there should not be an issue but there still is. Seems like the paypal notification says payment has gone thru and on the image I’ve linked here the thank you page coming back from paypal says payment incomplete. But the client gets the accepted notifications from EE and paypal.
The issue then arises that the registeree sees the payment incomplete and thinks that their payment did not go thru and they pay again. Now the client has to refund the amount and has had to do this a number of times.
Any more help here? I can give you server access if need be for you to go in and see any log files. Let me know.
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Josh
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June 2, 2014 at 3:52 pm
Hi Terry,
If you wait a minute after returning to the site from PayPal, then refresh the page, does it switch to “Complete”?
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cmessengerlehmann
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June 2, 2014 at 6:21 pm
Yes this does happen. Seems like a few minutes need to go by before the status changes. Is this normal? Can this be changed?
Unfortunately what’s been happening is registerees are seeing the payment incomplete message and registering again then my client is having to issue refunds. This isn’t so bad if it wasn’t costing her each time.
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Josh
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June 2, 2014 at 11:00 pm
I’m afraid that’s been the norm from PayPal’s servers these days. What you can do is change the default payment status to Pending (in Event Espresso > General Settings), then when they land on the return page it will say “Pending” instead of “Incomplete”. Once PayPal gets around to sending what they call the Instant Payment Notification, the payment status will update to “Completed”.
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