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hoffman
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August 25, 2021 at 5:27 am
Hi there – we’ve been using SagePay gateway successfully for a while now, but have had worrying transaction, and hoping you can help.
A client made a booking which showed as totally normal and completed to us – it was marked green, gave us a transaction reference, sent out the associated invoice/email etc etc. We processed it as we would any other booking.
They later changed their mind and asked for a refund – and it was only when we logged in directly to our SagePay merchant account that we saw the payment had never been successfully completed and no payment had been taken. Because the client has already had the (automated) EE email saying ‘thank you for your booking’, this may be news to them – and definitely makes us look like we’re witholding a refund for a payment we never had!
Please can you help explain what might have happened please, so we can make sure this never happens again?
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Tony
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August 25, 2021 at 5:59 am
Hi there,
If you open up the EE_Transaction for this registration, can you see a payment from SagePay that has been marked Approved?
You can find this by finding their registration in Event Espresso -> Registrations and click on the TXN Date column, or edit the Registration and click the ‘View Transaction’ button.
When was this transaction created?
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hoffman
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August 25, 2021 at 6:06 am
Thanks Tony – yes, showing like any other successful transaction:
Registration Session xxx-REMOVED AS PUBLIC FORUM, BUT PROVIDED-xxx
Transaction placed from IP xxx-REMOVED AS PUBLIC FORUM, BUT PROVIDED-xxx
Registrant User Agent Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.1.1 Safari/605.1.15
Registration Step Progress
Attendee Information : Completed (green in colour)
Payment Options : Completed (green in colour)
Finalize Registration : Completed (green in colour)
Payment Details
ID 6122
Date 2021-08-02 11:57 am
Method CART
New SagePay configuration
Gateway Response 0000 : The Authorisation was Successful.
TXN ID {xxx-REMOVED AS PUBLIC FORUM, BUT PROVIDED-xxx}
Payments Total (GBP) £500.00
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Tony
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August 25, 2021 at 6:27 am
As far as EE is concerned there, it had a valid ‘success’ response from SagePay.
Anything after Gateway Response is taken directly from SafePay’s response, so they responded with 0000 : The Authorisation was Successful.
Why you don’t have anything shown in your SagePay account I can’t say, but SagePay responded with the above message (that string isn’t anywhere within the SagePay codebase so it can only have come from them). Event the ‘TXN ID’ value is taken directly from SagePay so a payment had to have been created (and apparently successfully approved) for you to have those details.
Which SagePay integration are you using? Hosted or server?
For that payment date, you might still have payment log entries which may help add some context to this.
Go to Event Espresso -> Payment methods -> Logs.
You can filter the dates for around 2021-08-02 then look for log entries where the Transaction ID column shows the ID of the EE_Transaction above
(Note thats not the Payment ID of 6122 but the #XXX number shown at the top of the page you just copied)
If you have log entries there I’m not expecting you to post them here, you can if you want but there will be a log of info in them. You can either email me them over or it might be easier if I can look over the logs myself, if thats an option you can send temp login details using this form:
https://eventespresso.com/send-login-details/
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hoffman
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August 25, 2021 at 8:24 am
Thanks Tony, logs I can access only seem to go back for a week or so, so have sent over temp logins. Really appreciate your help with this!
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Tony
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August 25, 2021 at 11:23 am
Looks like the wp-admin credentials are invalid, can you recheck those?
However, the logs you mentioned being only 7 days will be the same logs I can view and if they have been set to stay for a week they will have been dropped from the database now.
Without the log entries, I can’t give you any more info unfortunately. The payment object in EE shows that SagePay acknowledged the payment request, returned a ‘success’ message to show the payment was complete with a valid payment ID.
I recommend contacting SagePay and asking them for further details on what happened to the payment, giving them the TXN ID for the payment in question (the one you received but removed from the forum post) as that is ‘their’ ID, not something from Event Espresso.
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hoffman
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August 26, 2021 at 2:48 am
Hi Tony, I had a long conversation with SagePay, who are adamant that the payment was never authorised, and that it’s an issue at our end.
From their help docs, the 000 authorisation code seems to relate to the 3D-secure fraud scans which happen before the payment is taken, not the actual transaction. https://developer.sage.com/api/payments/additional-integrations/3-D-secure/ so think that could be a red herring, sorry.
I’ve resent you updated WP credentials, and also screenshots of the transaction info at SagePay’s end. Would be really useful to be able to unpick this, because if we can’t reliably trust the status of a transaction, it’s going to mean a lot of extra work for our admin team and book keeper. And we still apparently owe one of our clients a refund for a payment that never seems to have happened 🙂
All help gratefully received, thank you!
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