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Austin Lacey
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February 7, 2023 at 2:24 pm
Hello,
We have been having an issue for the last few weeks where some registrations will show as “abandoned” in Event Espresso, even though the user successfully completed a checkout and was charged via Authorize.net. This is happening sporadically and I can’t seem to find anything in common between the examples and have not been able to reproduce it myself. I’ve also checked the session times (even let one sit in my browser for 30+ minutes) and was still able to register.
Looking at the Event Espresso payment gateway logs I see that Authorize sent back a response that was successful but it doesn’t appear to record correctly (I’ve sanitized some of the log with XXXXX to remove personal info):
ID 2444
Payment Method Unknown
Transaction 4911
Content Form communication received: {“qstr”:”action=transactResponse&response={“accountType”:”MasterCard”,”accountNumber”:”XXXXXXX5″,”transId”:”XXXXXX”,”responseCode”:”1″,”authorization”:”XXX407″,”merchantName”:”removed”,”billTo”:{“firstName”:”XXXX”,”lastName”:”XXXX”},”orderDescription”:”Event Registrations from XXXX Registration”,”totalAmount”:”275.00″,”orderInvoiceNumber”:”20230207192812″,”dateTime”:”2/7/2023 7:28:54 PM”}”,”parent”:”https://accept.authorize.net”}
Please let us know how we can resolve this as it’s quite a major issue. The only reason we noticed this is because Authorize.net sends us a receipt and we were getting Authorize receipts but nothing from Event Espresso.
Thank you!
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Tony
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February 8, 2023 at 5:21 am
Hi there,
Generally, when the transaction shows as Abandoned it means the user did not hit the thank you page after they completed the payment. The thank you page is where we ‘finalize’ the registration, do a bunch of processing and trigger emails so the user should always hit that page.
Have you spoken with any of these users and if so did they mention any errors or the page not loading at all?
If you check the server’s PHP error logs from around the time these registrations happen, do you see any errors? (I’d normally say from Event Espresso but it could also be from something else, so any errors around the time of the registration are worth investigating in this case)
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