Support

October 12, 2016 at 9:14 am

Hi Josh, there are no error messages, but I can see that the same transaction ID is appearing repeatedly, even after the payment has been taken? So a payment that I know cleared on October 8, 2016 at 9:30 pm with the transaction ID 3929 is still appearing in the logs as ‘pending’ as at October 12, 2016 1:38 pm and appears three times with different log ID:

394 October 12, 2016 1:38 pm Mijireh view txn 3929
393 October 12, 2016 1:38 pm Mijireh view txn 3929
392 October 12, 2016 1:38 pm Mijireh view txn 3929

Thanks

Debbie

October 14, 2016 at 2:50 am

Hi Josh, thanks for this and sorry for the delay in replying.

Your answer’s really worrying for us in several respects. Firstly, the fact that there could be an unspecified ‘lag’ between Mijireh and Worldpay when our customer has already paid and we’re completely unaware really compromises our customer service. It makes us look like we’ve taken their money and not responded.

Secondly, our (physical) admin team have no access to the website, and (as webmaster), I only work part-time, so anything that involves a manual login to ‘jog it along’ is either going to mean a complete change to our systems or extra admin work for us – not something we were expecting, or can really accommodate.

As mentioned, our events generally sell out, so having a default registration of approved absolutely isn’t an option.

We’re really impressed with Event Espresso, and we have a longstanding releationship with Worldpay and use them for several other things too. The weak link in the chain seems to be Mijireh… If that’s unreliable (therefore not fit for purpose) is there an option for another third-party integration perhaps?

We really just want an automated solution that works reliably!

Thanks

Debbie

October 17, 2016 at 5:48 am

Thanks Josh. What would be involved in building a standalone WorldPay payment? And (without being rude), why should we need to do that when EE recommends integration with WorldPay via Mijireh? We’re already paying all three of you guys to get this to work as it is, and at the moment, it just doesn’t seem to be doing that reliably.

There are several issues with someone ‘logging into the site from time to time’. Firstly, the admin/enrolment team don’t go near the website and the web team don’t go near the bookings – that’s the way we’re set up. The point is that we don’t know when people are making bookings, so we wouldn’t know when/how frequently that ‘time to time’ would need to be anyway (the lack of an IPN from Mijireh means we don’t get automated emails from Worldpay any more – we used to.) It wouldn’t work at weekends – a customer could have their money taken on a Friday afternoon and not have hear from us until at least Monday, which is poorer customer service than we’d like to offer… Basically, the need for resourced input is exactly what we were hoping to eliminate. Our previous website (which was HTML/PHP directly linked to Worldpay) didn’t need that type of management, so it would be a real step backwards for us to have to build that in now (and the admin/enrolment team would hate me for giving them extra work.)

Approved default registration status wouldn’t work for us precisely because the majority of our events do sell out. We ask our customers to pay an initial deposit to reserve their place on our courses, which we then refund if the course turns out to be full (we also take telephone bookings). So it would be pretty disasterous for us if fifty people booked online for a course with 20 places and they were all under the impression that their registration was ‘approved’ at that point (and again, the admin/enrolment team would hate me)…

We’re really happy with EE and absolutely don’t want to switch to another solution, but if this integration’s putting us in a position where we’re taking money from people and not being aware of it, that’s not something we can live with… Any help with a way forward would appreciated, thanks!