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Registrations marked as "Abandoned" even though payment went through

Posted: May 20, 2020 at 11:50 pm


Diane Sheya

May 20, 2020 at 11:50 pm

I’ve gone through the support forums and see this problem has occurred for other people, but I couldn’t find any applicable answers.

Over the last few weeks we’ve had a few transactions marked as “abandoned” even though the customer was charged and payment went through. We’re using the Authorize.net Accept payment method. We’re also hosted on WP Engine and we’ve followed the steps here: https://eventespresso.com/wiki/setup-wpengine-hosting-event-espresso/

What can be done to prevent this?


Tony

  • Support Staff

May 21, 2020 at 7:33 am

Hi there,

The above can happen if the user didn’t wait for the thank you page to load, or an error was thrown which either prevented them from being redirected to the thank you page or prevented it from loading after the redirect.

If you go to Event Espresso -> Registrations.

Find a registration this happened to and click on the icon, that will show you any messages sent to the user, does it list any?

Also, if you click on the TXN Date for that registration, under the transaction items you’ll see ‘view additional transaction session details’, click that, what does it show?


Tony

  • Support Staff

May 21, 2020 at 7:34 am

Also, do you have a test event I can register onto to view you payment options?

If not, can you create one, set the date far into the future and password protect the post to prevent ‘normal’ users from registering, then post the password here.


Diane Sheya

May 21, 2020 at 8:46 pm

– Under the <span class=”dashicons dashicons-megaphone”></span> icon, I see no messages.

– In the TXN Date for that registration under “view additional transaction session details” it says:

Registration Session	4075560c8919b9d109d2851401af3030
Transaction placed from IP	
Registrant User Agent	
Registration Step Progress	
Attendee Information : Completed
Payment Options : Initiated May 19, 2020 1:13 pm
Finalize Registration : Never Initiated

– Test event is located here: https://sliceutah.com/events/test-class/
Password: helpmetony


Tony

  • Support Staff

May 22, 2020 at 4:15 am

Thank you, the above confirms that the user did not hit the thank you page to close their session which is why they remained as ‘abandoned’, although it doesn’t help with why that happened.

I checked your payment options and didn’t see any JavaScript errors (which could prevent the redirect).

If you check the server error logs around the same time as one of these transactions do you see any errors from Event Espresso there?

Your host will usually have a section within your control panel to view any errors thrown by your site.


Diane Sheya

May 22, 2020 at 10:24 am

I checked with our error log on WP Engine and do not see any errors from Event Espresso.

Also, we switched our hosting to WP Engine a few weeks ago. We’re not certain, but we believe the abandoned cart issue only occurred after we switched. No one was monitoring the transactions before we switched, but we hadn’t noticed it before.

Would you like access to the site to check the issue?


Tony

  • Support Staff

May 22, 2020 at 10:53 am

I checked with our error log on WP Engine and do not see any errors from Event Espresso.

Ok, do you see any errors from the same time as the registration?

If there are other errors thrown they may not seem relevant but could provide a hint to the problem.

It could actually be as simple as the user closing the browser, although generally people wait for the payment to complete.

Would you like access to the site to check the issue?

We usually require a support token to troubleshoot directly on a site, but it’s unlikely that admin access will give me any more insight into the problem than the above.

With no errors thrown, I can’t say when the user isn’t getting to the thank you page.

Have you tried contacting one of the users this happened to and asking them if there was an error on the page at all?


Diane Sheya

May 22, 2020 at 9:03 pm

I didn’t see any errors in the log around the time of registration. The next time it happens we’ll contact the user to ask about their experience and pay for a support token.


office@lmgnow.com

May 22, 2020 at 10:24 pm

I was having a similar issue recently. Maybe this thread will help you:
https://eventespresso.com/topic/paypal-pro-no-response-received-from-paypal-pro-3/


Tony

  • Support Staff

May 25, 2020 at 4:24 am

I didn’t see any errors in the log around the time of registration. The next time it happens we’ll contact the user to ask about their experience and pay for a support token.

Just to note before you purchase a support token, we may not actually need one.

We require support tokens to log in and troubleshoot directly on a site but generally, we can work through most issues on the forums if we have enough information (an error in the log pointing to a specific problem) and/or can reproduce the problem. Me logging into the right now doesn’t really give me any more information on the issue than your above replies.

So if you find more information on what happens from a user experiencing this and we can find the cause from that we don’t need to log into the site and no need for a support token.

@officelmgnow-com

Thanks for chipping in 🙂

However, it is unlikely this is the same issue as this issue is intermittent and this is an offsite payment method.

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Updated by  Tony 2 days, 2 hours ago ago

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