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socialsparkmedia
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October 31, 2022 at 1:03 pm
I have an attendee whose payment was declined twice before it was approved. They received the payment received message, but not the registration approved message. I have a button for downloading a file in the approved email that this person is missing. I frequently have people saying they didn’t get the link to download the file and I’m wondering if not sending the Approved message is a frequent problem on my site.
Why didn’t it send for the most recent person?
Can I combine the payment received and registration approved messages into one single message, since they basically mean the same thing? Maybe that’s why some of my people don’t see the download, because they are only opening the first message and ignoring the next one. Thanks!
I will include credentials in a private message.
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socialsparkmedia
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October 31, 2022 at 1:05 pm
This reply has been marked as private.
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Garth
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November 1, 2022 at 11:51 am
What transaction or registration ID are you referring to and I’ll take a look?
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socialsparkmedia
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November 1, 2022 at 3:14 pm
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Garth
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November 2, 2022 at 10:40 am
You can try to combine the Payment Received and Registration Approved messages together as much as possible. I’ve not done it so I can’t tell you off the top of my head what shortcodes are not available from the Registration Approved template to the Payment Received email.
I can see with that particular registration the Registration Approved email was not sent. I’ll get with our team and see if they have any ideas.
You can see what messages have been sent for a particular registration by finding the registration in the Event Espresso > Registrations list table, then clicking the bullhorn icon. 📢
You can re-send the messages using the action envelope icon. ✉️
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Garth
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November 2, 2022 at 4:26 pm
While we’re not certain about why the Registration Approved email didn’t send, our team has seen that before but it has not been reproducible. We noticed in that example transaction, that the Finalize Registration step was never recorded. So, there might be some reason that the payment didn’t trigger the status to change in a normal way or was interrupted. This could have been due to a JavaScript error, or the server struggling to process something.
However, we have released an update to the Stripe integration 1.1.12.p that may help this situation. Please update when convenient and then please watch for this situation to happen again and if it does happen, please report it. Again, this is tough to replicate, and hopefully it doesn’t happen again.
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socialsparkmedia
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November 7, 2022 at 9:31 am
Thanks, Garth. I’ve made the update. In checking all of my registrations for a similar problem, I noticed that the message for “pending payment” is not sending. See registration 2868, no message was sent. If you look at my message settings, it is set to send the “registration pending payment” message: https://app.screencast.com/f9ncH3vcRpfx2
I also noticed that for reg 2869 (which is the same person’s successful registration), the registration approved message sent out twice, 1 hour and 10 minutes apart, and for reg 2865 it sent the registration approved message out 3 times, once on 10/31 at 9:14pm, then 11/1 at 5:49pm and 11/1 at 5:54pm.
I’m most concerned about the pending payment issue, since that could affect the number of registrations we have.
Thanks,
Fran
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socialsparkmedia
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November 7, 2022 at 9:33 am
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Tony
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November 8, 2022 at 9:50 am
Hi Fran,
I think it’s important here to clarify when emails will be triggered within Event Espresso. For EE to trigger email the user need to load the ‘thank you’ page at the end of the registration, they are automatically directed there is the use a payment method to complete payment (that’s what doesn’t appear to have happened for #2864) or they select an offline payment method and finalize (you don’t have any offline payment methods active, so this can’t happen with your set up).
The Registration Pending Payment email will not be triggered if you only have Stripe as a payment method and the user can not finalize the registration to load the thank you page. That that message type not sending in the above is by designed rather than a bug.
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socialsparkmedia
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November 9, 2022 at 3:44 pm
So, is there no way to send a message to someone who got far enough along in the registration process to enter their email, but didn’t complete the transaction? It’s like an abandoned cart in WooCommerce, I should be able to send those people a message so they can get back to where they were easily.
Also, you didn’t mention anything about duplicate messages being sent. I see it a lot, what’s going on with that?
Thanks.
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Tony
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November 10, 2022 at 5:01 pm
So, is there no way to send a message to someone who got far enough along in the registration process to enter their email, but didn’t complete the transaction?
There is, but not automatically.
The admin can trigger payment reminders/pending payment emails from within the registration list table.
Clicking this button:
https://monosnap.com/file/mFBdrtQ43kaB5C6LSMBsjUbmbBbNf4
Will trigger the registration-based messages (if the Registration status is Pending Payment, the Pending Payment email will be triggered).
Or from within the transaction, you can trigger payment reminders:
https://monosnap.com/file/uqDg15IMTh74PoLoTnnmUqICOpMkHy
Event Espresso does not trigger those automatically without the user landing on the thank you page, we don’t currently have ‘abandoned cart’ emails.
Also, you didn’t mention anything about duplicate messages being sent. I see it a lot, what’s going on with that?
The 1-hour delay on emails suggests the duplicates are from the ‘cron’ we run to close the session when it expires (roughly 1 hour from when the user starts the registration). However, the other registration having very ‘broken’ times when the emails sent pretty much dismisses that.
Is any caching enabled?
Be it on the site or the server itself? I can’t see any caching plugins active so assuming they aren’t being hidden from the account given?
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socialsparkmedia
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November 11, 2022 at 12:43 pm
I had autooptimize installed, but I just changed to WPRocket. All of the actual caching is done by Flywheel, but WPRocket does stuff like delay javascript, and minify files.
Thanks for the info about sending the payment pending manually. I’d really like this to be automatic, if you can add it to feature requests!
Thanks.
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