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TREadvancedtraining
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May 28, 2019 at 8:14 am
Hi, we have a couple of people who for some reason are on status Pending payment. One of them (and admin was copied) received a pending payment reminder, but I didn’t actually click the button to send a reminder. Aren’t those supposed to be done manually? But it seems it went out randomly on its own. Thanks for any help.
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Tony
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May 28, 2019 at 8:29 am
Hi there,
Can you confirm if the email as the Payment Reminder email, or the Registration Pending Payment?
The Payment Reminder email will have a subject of ‘Event Payment Reminder’ and within the content has “We’d like to remind you that you still owe money for the following transaction:”
The Registration Pending Payment email has a subject of ‘Registration Pending Payment’ and within the content has ‘Your registration(s) is/are pending payment for the following events:’
If you go to Event Espresso -> Registrations and find the registration in the list, then click on the icon, you”ll see a list of messages EE has for that registration (if they haven’t been ‘cleaned up’/deleted based on your settings).
https://monosnap.com/file/MahdXabYFKLByBlQxyse6X2ZIfV1nM
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TREadvancedtraining
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May 28, 2019 at 3:14 pm
Hi Tony, I checked as you asked. The email was Registration Pending Payment. Thanks
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TREadvancedtraining
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May 28, 2019 at 3:16 pm
Hi, I just realized 2 of them have gone out, and they are the last 2 signups. Is it possible that I have some sort of limit on the number of registrations set for the event? Just a thought…
Thanks!
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Tony
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May 29, 2019 at 8:17 am
I checked as you asked. The email was Registration Pending Payment.
Ok, great. Thank you.
The Payment Reminder email is a manual email and hasn’t been triggered in this case (which is good, it’s the expected behaviour).
I had a quick look on your site and ran a test registration on an event, you currently only have PayPal Express enabled, which is fine but as it’s an ‘offsite’ payment method if a user selects it EE needs to do some additional checks later on when the user session expires to confirm the transaction/payment. Thats what is triggering the pending payment email.
To explain a little when a user selects an offsite payment method (in this example PayPal Express so I’ll use that for the rest of this post) the user is directed to PayPal, right?
At that point, EE has absolutely no idea what is happening with your payment as its all done away from your site. Now let’s say you get to PayPal, make a payment but then before you are directed back to your site again, you close you browser or lose internet. The only way EE knows about the payment is if you make it back to the site as the direct contains additional info concerning the payment.
To counter this EE sets up a cron job to check on the offsite payment once the user’s session has expired (roughly 1 hour after the registration). If it does this check and the payment is still not ‘approved’ then it finalizes the session and triggers the relevant registration messages (in this case ‘Pending Payment’).
So, this in itself does not indicate a problem, it’s doing exactly what it should do. It means the user registered onto the event, selected PayPal Express, left your site, then nothing happened after that so EE finalized the registration.
However, what I recommend you check is that your PayPal account does not have completed payments for the above 2 registrations (check for payments on the dates of the registrations) as if users a making payments but somehow nothing is getting through the EE it could trigger the above.
It shouldn’t happen but best to confirm imo.
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TREadvancedtraining
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May 31, 2019 at 8:36 am
Ok thanks. I checked the paypal account and the folks who were incomplete did not pay so all good.
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