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katiemaddux
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May 14, 2019 at 9:29 am
When I look at the “South Charlotte May 10 – 12” class that shows there are only 10 registrations on the right side, but when I click on registrations underneath the class title it will show 17 people who somehow registered and paid for the course. However, if I click on the “10 Approved” on the side when I’m in the class backend it filters to only 10 of those 17 people.
I started investigating further and there are some of the 17 individuals that it shows are “Pending Payment” when I filtered the CSV report so I looked into them. So for example, B****** H******* is showing “Paid” on the home screen, but the filtered CSV report showed “Pending Payment” so I clicked on her name, and it shows her status as “pending payment” , but when I click to view her transaction it shows she paid with a “complete”.
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This topic was modified 4 years, 11 months ago by
 Josh. Reason: obfuscate personal information
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Josh
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May 14, 2019 at 9:49 am
Hi,
May I ask which payment method(s) is/are in use on this site?
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katiemaddux
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May 14, 2019 at 10:18 am
Paypal express
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Josh
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May 14, 2019 at 12:07 pm
Good to know, thank you. If you go in to view a few of the 7 transactions where there’s a payment (in Event Espresso > Transactions), you can click the “view additional transaction session details” link. In each of those, what’s the status for “Registration Step Progress > Finalize Registration”? For example does it say “Never Initiated” or does it say “Completed”, or does it say something else?
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katiemaddux
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May 14, 2019 at 12:24 pm
They all say:
Attendee Information : Completed
Finalize Registration : Completed
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Josh
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May 14, 2019 at 12:57 pm
Is there a value for “Registrant User Agent” for those? If so, what are the reported user agents?
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katiemaddux
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May 14, 2019 at 1:14 pm
Can I just give you the login so you can look around? And make sure this doesn’t happen again.
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Josh
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May 14, 2019 at 1:18 pm
Yes we can investigate further on the site, however this would require the purchase of a support token.
The reason I ask about the user agent is I wonder if there was a problem when the registrant returned to the site after paying. Since there wasn’t a problem with all transactions, then it could be a case where some browsers could be affected by an error on the site. It will help to know if there were specific user agents (browser versions) that had the transactions that did not get updated to Registration Approved.
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katiemaddux
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May 14, 2019 at 2:06 pm
Josh, I’ve been giving you the wrong information. Half of them say:
Attendee Information : Completed
Finalize Registration : Never Initiated
What do we do with that?
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Josh
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May 14, 2019 at 2:35 pm
You could set the Default Registration Status for each event to be “Approved”. What’s happening is the registrant isn’t returning from PayPal back to your site for some reason. So after they pay, their registration isn’t updated to Approved. If you set the Default Registration status to “Approved”, then they won’t have to return back to the site after paying, their registration will automatically be set to Approved anyway.
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katiemaddux
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May 14, 2019 at 2:49 pm
Ok, we could do that. But why wouldn’t the registrant return from PayPal back to our site? We have many sites with event espresso on it and our default setting has always been Pending Payment but never seen these problems.
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Josh
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May 14, 2019 at 3:15 pm
I don’t know why they would not return to the site, short of a slow or poor quality internet connection. When it’s a good connection, the redirect from PayPal to the EE-powered site is quite fast, so it would not be easy to close the browser in that small amount of time.
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