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Trevor Tessier
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December 16, 2014 at 10:20 pm
Hello we had a guest purchase tickets and sent us this note. I can’t figure out the cause and want to try and avoid it in the future if possible. Does anthing come to mind that would cause this?
“I just tried to book and pay for 2 General admissions. After your site took me to pay pal and I purchased them (because there were 3 spots open) I received a confirmation email thanking me. However, after returning to the webpage from paypal, it showed this:
Payment Status:
Incomplete
Registration ID:
285-….
Sorry, there are not enough spaces available to complete your registration.
Quantity in your Party: 2
Spaces Available: 1/12
Upon checking everything was tracked in EE and in Paypal with no issues. But I find it strange that this message was triggered. Any ideas?
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Dean
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December 17, 2014 at 12:21 am
Hi,
Are you using any form of caching – either via a plugin or on the server?
Also, we recommend staying up to date with the latest version of EE.
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Trevor Tessier
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December 17, 2014 at 5:14 pm
No caching tools.
I will update EE.
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Lorenzo Orlando Caum
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December 17, 2014 at 7:33 pm
Hi,
Regarding caching plugins, deactivating them does not necessarily deactivate caching. If you were recently using one, then please reactivate it, clear the cache via the plugin, then turn off the caching feature, and finally turn off the caching plugin.
Are you using something like cloudflare on the site? This is something that some web hosts offer.
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Lorenzo
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Trevor Tessier
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December 18, 2014 at 1:01 am
There has never been a caching tool on this site.
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Lorenzo Orlando Caum
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December 18, 2014 at 7:57 am
Alright, I have another idea on what may have happened. This attendee may have started a registration and then paused and came back to finish up the registration at a later time.
During that time, another attendee/registrant may have registered. That would update the attendee limit and cause the original registration to fail.
Are you currently using the registration timeout feature in Event Espresso –> General Settings?
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Lorenzo
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Trevor Tessier
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December 18, 2014 at 8:32 am
Yeah it’s set to 30 minutes. would the theory still apply?
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Lorenzo Orlando Caum
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December 18, 2014 at 12:47 pm
Hi,
It still sounds possible depending on the timing. The attendee limit activates as soon as the last ticket is sold out. The ticket release timer may have released those pending tickets back and then they were immediately picked up by another attendee before the original attendee completed their registration and paid.
Lets say you have attendee A and then attendee B.
Attendee A arrives at your site at 12pm and starts browsing for events. At 12:05pm, they begin registration but pause (e.g they step away from their computer) before completing payment.
Its now 12:45pm an Attendee B arrives on your site and begin registration right away and completes it within a few minutes. They would receive the recently released tickets and the attendee limit would be reached.
At 12:50pm Attendee A tries to complete their pending registration. This registration would fail since no tickets are remaining.
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Lorenzo
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Trevor Tessier
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December 18, 2014 at 1:11 pm
This seems to make sense. The only problem is there have been no errors in that events registration and when they received the error there was still one spot left.
It would almost be like as if it timed out but the transaction still processed and sent them back to say that there was not 2 spaces left (which there we not because their transaction took those spaces) but it didn’t recognize it was from the same transaction? Maybe?
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Sidney Harrell
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January 2, 2015 at 11:46 am
Did the IPN message from Paypal process in EE and mark them as paid? It may have been that the customer got back to your site faster than the IPN message was sent by Paypal.
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Trevor Tessier
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January 2, 2015 at 6:52 pm
With every payment problem we have had with EE, Moneris or Paypal, on 4 different sites, that always seems to be the thing that is said to be the problem. Are payment gateways really that big of an issue? That on one of the sites we have a 3% error rate (which is a big issue on 40,000+ tickets this year). Would paypal pro and on-site payment processing resolve these issues?
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Lorenzo Orlando Caum
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January 3, 2015 at 8:28 am
Hi, PayPal Pro is an on-site payment gateway and updates immediately. It does not rely on an IPN for updating the payment status.
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Lorenzo
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Trevor Tessier
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January 7, 2015 at 11:57 am
How about Paypal advanced? Paypal says it can stay on site? Does that work with EE as well or does it have to be pro?
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Lorenzo Orlando Caum
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January 7, 2015 at 12:23 pm
Hi Trevor,
PayPal Advanced is not supported.
We support PayPal Standard which is off-site (transaction occurs on PayPal.com) and supports credit cards & PayPal funds.
We also support PayPal Pro (PayPal Website Payments Pro) which is on-site and allows you to accept credit and debit cards.
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Lorenzo
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