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PayPal Commerce Not Recording Successful Transactions

Posted: August 31, 2023 at 7:43 am


asse2014

August 31, 2023 at 7:43 am

Have an intermittent issue where PayPal Commerce is not displaying approved transactions in the dashboard even though the completed payment shows in PayPal. PayPal is set to auto-return to site after successful payment. It shows as pending payment in the dashboard, does not appear on the CSV Registration Report. Happened 2 times since August 8.

Not finding the transactions in the logs under Payment Methods >> Logs and not finding any errors in the server logs either.

Any ideas as to what might be causing the issue or how to debug/track down? Would it help to turn on the Gateway Logs Lifespan?


asse2014

August 31, 2023 at 7:51 am

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Tony

  • Support Staff

August 31, 2023 at 9:11 am

PayPal is set to auto-return to site after successful payment. It shows as pending payment in the dashboard, does not appear on the CSV Registration Report.

Are they not shown in Event Espresso at all?

If you go to Event Espresso -> Registrations, search for registrations by name, do they show up?


asse2014

August 31, 2023 at 9:37 am

The person’s name shows up when performing a search for registrations or by going to the title of the event and clicking on the registration link. The registration does indicate that it is Pending Approval even though the PayPal account has received the funds and is completed.


Tony

  • Support Staff

August 31, 2023 at 12:03 pm

The person’s name shows up when performing a search for registrations or by going to the title of the event and clicking on the registration link.

Great, so the registration is being recorded but its not being set to Approved.

The registration does indicate that it is Pending Approval even though the PayPal account has received the funds and is completed.

I understand.

So that can happen for a few reasons, if you find the registration using the above and click on the TXN Date column it will open up the transaction.

Click on the ‘view additional transaction session details’ link there.

What does it show for the finalize registration step, like this: https://monosnap.com/file/GZit9zfvjZMwDpXc5ObbxMJA1QWAx7


asse2014

August 31, 2023 at 12:45 pm

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Tony

  • Support Staff

August 31, 2023 at 3:14 pm

Right ok, so that means the user got to the payment options and selected PayPal Commerce, paid through PayPal in the modal that pops up but then the site didn’t get any kind of indication from PayPal that a payment had been made.

So then the payment options step didn’t finalize and the user didn’t go to the Finalize registration step (which is what processes the payment response and finalizes all of the steps to mark the registration as Approved).

Have you checked the server’s error logs around the time that registration was made to confirm there weren’t any fatal errors thrown on the requests?

You could try enabling the payment method logs, that’s what I would start with, however, if the requests are making it to the site then nothing will be logged either way.


asse2014

September 6, 2023 at 12:15 pm

Had 2 transactions occur within a minute of each other. Wrong transaction was marked as paid in PayPal.

Person 1: Received confirmation of payment with payment showing in PayPal account but did not receive any confirmation of successful registration. Dashboard is showing they abandoned their registration and payment pending.

Person 2: Received confirmation of successful registration and payment completion but no payment in PayPal account. Person 2 says he abandoned his registration after he got to the payment page.

Found this error in server log – FastCGI sent in stderr: “PHP message: PHP Warning: foreach() argument must be of type array|object, null given in /www/xxx/public/wp-admin/includes/plugin.php on line 1784” while reading response header from upstream, client: xx.xx.xx.xx, server: xxx.org, request: “POST /wp-admin/admin-ajax.php HTTP/2.0”, upstream: “fastcgi://unix:/var/run/php8.0-fpm-xxx.sock:”, host: “xxx.org:40739”, referrer: “https://xxx.org/registration-checkout/?uts=1694012724

Any ideas?


Tony

  • Support Staff

September 7, 2023 at 7:15 am

Hmm, looking over your site I can see your using Kinsta and I know from previous threads they have server side caching.

Can you double-check with them that all of the EE critical pages have been excluded from that caching?

What type of hosting are you using with them?

—-

Found this error in server log – FastCGI sent in stderr: “PHP message: PHP Warning: foreach() argument must be of type array|object, null given in /www/xxx/public/wp-admin/includes/plugin.php on line 1784”

That’s from this code:

https://github.com/WordPress/WordPress/blob/master/wp-admin/includes/plugin.php#L1781-L1792

It doesn’t relate to the issue you’ve mentioned above, something is removing a menu item when the menu hasn’t been set and its throwing a warning, tats not going to cause the error mentioned.


asse2014

September 7, 2023 at 10:07 am

Thanks Tony. Kinsta has turned off all caching for these pages.

/registration-cancelled/
/registration-checkout/
/thank-you/
/transactions/

Hopefully that will resolve the issue related to the transactions. Will work on identifying the other issue.


Tony

  • Support Staff

September 7, 2023 at 1:00 pm

You may want to add your events slug to that, usually:

/events/*

You’ll find it in Event Espresso -> Events -> Templates -> Events slug.

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