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tanglefest
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July 1, 2014 at 2:36 pm
Hello! I am selling tickets to an event and everything is going smoothly except for one transaction. It is showing as “pending” in the registrants list and “declined” when I view the transaction. However, I checked my paypal account and I have received payment from this person and have a paypal transaction ID. Could you help me figure out what went wrong, please, and how to make sure it doesn’t happen again? Thanks!
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Lorenzo Orlando Caum
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July 1, 2014 at 6:40 pm
Hi, the PayPal IPN needs to be setup for this to work correctly.
If it is already running, then please see these troubleshooting tips:
https://eventespresso.com/wiki/how-to-set-up-paypal-ipn/#troubleshooting
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Lorenzo
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tanglefest
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July 1, 2014 at 7:28 pm
Hi Lorenzo,
I do have IPN set up and all transactions have been going fine. For some reason this is what happened with this one:
Registrant 1 transaction shows that he owes $105. The registrant right after him, who registered separately from him, shows that she overpaid by exactly $105. For some reason, their transaction data got merged.
Why? How can I prevent this from happening again? Is there a particular step that I can warn people about (like hitting the back button, for example) when they do their transaction to prevent it?
Thanks!
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tanglefest
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July 1, 2014 at 7:30 pm
Here is a screenshot from the transactions overview. https://drive.google.com/file/d/0BzEu1sqDKgrPWXhSNUFjNnRxLWs/edit?usp=sharing
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Tony
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July 2, 2014 at 5:13 am
Hi tanglefest,
Although those are separate registrations did the user use the same computer for both?
I’d like to investigate this a little further, would it be possible for you to create a temporary login we can use?
If so please send via:
https://eventespresso.com/send-login-details/
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Tony
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July 9, 2014 at 8:55 am
Hi tanglefest,
Thank you for the login details, I’ve taken a look at the site and can see no reasons for this.
Do you know if those two registrations where made on the same computer?
I suspect the registrations where made through the same computer without closing the session (separate windows/tabs) which has caused an issue with the IPN, however under normal circumstances this should not happen. You have other transactions on your site currently which are working correctly and without more details its hard to diagnose the cause.
You mention in the email there are modifications to EE, without knowing the specifics these may or may not also effect this (it depends on the modifications).
Does your host run any kind of caching on the server? I can see there are no WP caching plugins installed, but some hosts run the caching on the server themselves.
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tanglefest
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July 9, 2014 at 12:16 pm
Hi Tony,
I contacted the registrants, and they did not make the purchase from the same computer – they don’t even know each other. The changes that we made to EE do not affect the way it functions – it is only a change in the wording of some messages that I could not immediately implement with a plugin override. I am not sure about caching – the host that we use is Lunar Pages.
This seems like a one-time bug, since the rest of our registrations work, but it would be great to find out the reason. Thanks,
Anastasia
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Lorenzo Orlando Caum
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July 9, 2014 at 2:05 pm
Hello,
I did not see a caching plugin on the site that you shared with us in a prior support post.
Are you using something like Cloudflare?
This is a caching service that you host may offer. We also do recommend running the latest software which at this time is 4.2.7.
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Lorenzo
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