Support

December 27, 2019 at 8:43 am

Hi there,

Can you please clarify the payment statuses.

Payment status or Transaction status? It sounds like you are asking about transaction statuses rather payment (although payments and transactions have a relationship, they are separate entities).

The difference between a transaction with a status of ‘Abandoned’ and ‘Incomplete’ is simply the steps the attendee has completed.

If the user selects a ticket, completes the ‘Attendee information’ step and then gets to the Payment Options, the transaction will have a status of ‘Abandonded’ from when the payment options load. At that point, EE doesn’t know if the transaction has been abandoned or is in progress, is basically waiting for some form of response be that from EE itself (loading the thank you page) or a payment method (onsite or offsite) to know what it should do.

If EE receives any response after that point it will updates the transaction accordingly, if there is no completed payment it will update to Incomplete etc.

So in short, the difference between an abandoned transaction and an incomplete one is EE had some form of response to tell it to ‘finalize’ the registration and update the transaction status.

We are using PayPal express and can see a number of incomplete transactions.

Do you have payments in PayPal that show a payment was made for a user but their registration was not updated?

But both result in the same thing, which is the person is not registered.

The user is ‘registered’, in that they have a registration within EE, but apparently no payment was made (or EE wasn’t made aware of one) so the registration wasn’t updated to ‘Approved’ and therefore will not apply to the sold values within the event.

December 30, 2019 at 7:11 am

Just noting that the transaction status is set to abandoned as soon as they complete the attendee information step so they may not actually be going to PayPal at all.