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michelle@complianceaid.pro
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February 18, 2025 at 12:40 am
We are experiencing an issue where an attendee who registered for our event in November received a “Payment Failed” email on February 11, despite having successfully completed their payment on the same day they initially started the registration.
The registration process was as follows:
The attendee started the registration in November but left the transaction incomplete.
A few hours later, the same attendee completed the registration with the full payment.
On February 11, the attendee received an email stating that their payment had failed. This email corresponds to the incomplete transaction from November, not the completed one.
We are using Stripe as the payment gateway, and it seems the system may have mistakenly triggered the “payment failed” message for the initial incomplete registration.
Could you please help us investigate why this occurred and recommend how to prevent this from happening in the future?
Thank you for your assistance.
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michelle@complianceaid.pro
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February 18, 2025 at 12:45 am
We are experiencing an issue where an attendee who registered for our event in November received a “Payment Failed” email on February 11, despite having successfully completed their payment on the same day they initially started the registration.
The registration process was as follows:
– The attendee started the registration in November but left the transaction incomplete.
– A few hours later, the same attendee completed the registration with the full payment.
– On February 11, the attendee received an email stating that their payment had failed. This email corresponds to the incomplete transaction from November, not the completed one.
We are using Stripe as the payment gateway, and it seems the system may have mistakenly triggered the “payment failed” message for the initial incomplete registration.
Could you please help us investigate why this occurred and recommend how to prevent this from happening in the future?
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Garth
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February 19, 2025 at 3:40 pm
Hi there.
I can help.
It looks like you have a couple websites on your account, which site is this for?
The attendee started the registration in November but left the transaction incomplete. A few hours later, the same attendee completed the registration with the full payment.
A couple comments and questions:
– Can you detail to me how you pieced this information together?
– When the person originally registered, did they attempt multiple payments, as in one of their payment attempts failed or was declined so they re-attempted the payment?
– Did the person come back and make a new registration or attempt a payment for the original transaction? As in, do you have multiple transactions/registration records for this person? Do you have multiple registration and transaction IDs for this person?
On February 11, the attendee received an email stating that their payment had failed. This email corresponds to the incomplete transaction from November, not the completed one.
We do not have any automatic emails for the Payment reminder emails, so it makes sense to me that someone manually triggered a payment reminder email to the original record that expired because they did not originally finish and pay.
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