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Status Completed but there's no payment

Posted: April 13, 2021 at 2:34 pm


Charlie

April 13, 2021 at 2:34 pm

Hello,

we received a registration that says – it is complete but there’s no payment. In the receipt it says – Pending payment $250 two times in the receipt and total paid is 0.

How can it be completed if the student haven’t paid?

– Cecile


Tony

  • Support Staff

April 13, 2021 at 3:19 pm

Hi Cecile,

Where does it show as complete?

Can you add a screenshot?

https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots


Charlie

April 14, 2021 at 7:59 am

https://drive.google.com/file/d/1jFsI8C2VQ2hIQuUM_dcVGspWvwXsC7V4/view?usp=sharing

https://drive.google.com/file/d/1qgnIpckwI7mbvVgZv1ERetx51lzrPXL2/view?usp=sharing


Tony

  • Support Staff

April 14, 2021 at 8:42 am

Hmm, rather than me asking various questions about that transaction do you mind if I take a quick loot at it in the admin?

If so you can use this form to send temp login details:

https://eventespresso.com/send-login-details/


Tony

  • Support Staff

April 15, 2021 at 8:15 am

Ok, that registration/transaction is invalid.

There are no line items connected to that transaction which is why it’s showing as complete. Generally, we see that happen when caching is enabled, usually object caching when values from Registration X have been reused for Registration Y.

Was that registration a ‘normal’ registration made through the front end?


Charlie

April 15, 2021 at 12:11 pm

It is a normal registration made through the front end all the way to Paypal.


Tony

  • Support Staff

April 16, 2021 at 6:09 am

If you check the servers error logs around the time of the registration can you see any errors from EE?

I can’t give you an explanation on how this has happened, line items are generated as the user proceeds through the registration and to have none linked to your transaction is unexpected. We had seen it a couple of times previously as mentioned, in those cases the only cause could find was caching.

I can’t see any issues looking over the WP Rocket config, although I do recommend you set up no caching rules for EE’s pages:

https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/#wprocket

For that specific registration, you’ll need to cancel the current one and re-create it to fix this. You can do that within the admin yourself or have the user re-register again.

Have you checked to confirm if either of those 2 payment objects in the transaction show as paid within PayPal itself?


Charlie

April 16, 2021 at 1:24 pm

WP Rocket caching for mobile disabled and I made the cache lifespan to be 2 hours.


Charlie

April 16, 2021 at 2:45 pm

They checked there was no paypal but theyre saying it shouldnt go to Complete if it is not. Is it possible that the debit was valid but there was no money?


Tony

  • Support Staff

April 19, 2021 at 3:33 am

WP Rocket caching for mobile disabled and I made the cache lifespan to be 2 hours.

Did you follow the steps on the link I posted to exclude EE’s pages from caching?

They checked there was no paypal but theyre saying it shouldnt go to Complete if it is not.

EE transactions should always have line items assigned to them, they build out the transaction and show what it relates to. The EE_Transaction linked to that registration has none (which shouldn’t happen) which is a little like having a bill with no items to pay for on it, meaning it’s complete.

So the issue is not that the transaction has changed to complete, it’s that the line items are missing which means nothing is owed on the transaction and then, yes it will show complete. The status showing complete is a symptom, not the problem itself.

Is it possible that the debit was valid but there was no money?

Apologies but I’m not really sure you’re asking here.

If the PayPal payments relating to the payment ID’s shown in that EE_Transaction are not complete within PayPal, then no payment was actually taken.

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