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transaction status "not paid" but payment "approved"

Posted: April 15, 2020 at 7:53 am


sara.bosman

April 15, 2020 at 7:53 am

We use the Mollie gateway to accept payments. According to Mollie, this customer paid in full, but the transaction status is still set to “not paid”, while the payment is accepted, also in EE. For other customers, there have been no problems so far. Any ideas? I’m puzzled.
screenshot


sara.bosman

April 15, 2020 at 8:06 am

And I have a second question: another customer registered for an event, started the Mollie payment, which she didn’t complete (payment timeout). She is registered however, with the status “payment pending”, and reveived a confirmation mail, receipt and invoice. As she probably just changed her mind, and as she didn’t complete all registration steps, she sure shouldn’t have received receipt, invoice nor confirmation mail. How can I prevent this from happening again?


Josh

  • Support Staff

April 15, 2020 at 12:45 pm

Hi,

You could check in the Mollie account, look at the History section of the payment (the right sidebar of the page). There should be a history item that shows if the Webhook was successful. There may have been an issue with the communication for that Webhook.

With regards to the Pending Payment emails, you can stop those from sending by going to Event Espresso > Messages > Settings, then click, then drag the Pending Payment message type over to the Inactive box.


sara.bosman

April 15, 2020 at 1:24 pm

With regards to the Pending Payment emails, you can stop those from sending by going to Event Espresso > Messages > Settings, then click, then drag the Pending Payment message type over to the Inactive box.

Well, that would also mean that customers who choose the invoice payment type instead of Mollie, wouldn’t get a confirmation message either, as their status is also set to pending. What I would need is that anyone who completes the registration, be it by invoice or by succesful online payment, gets a confirmation, and the rest not.


sara.bosman

April 15, 2020 at 1:29 pm

You could check in the Mollie account, look at the History section of the payment (the right sidebar of the page). There should be a history item that shows if the Webhook was successful. There may have been an issue with the communication for that Webhook.

I checked that; the call was succesful says Mollie. The thing is: on the screenshot, you can see that a/ the amount due is 175 euro b/ a successful transaction of 175 euros is registerend (i.e. the webhook call was succesful) but c/ the status is still “not paid”


sara.bosman

April 15, 2020 at 3:51 pm

I see that your colleage Tony Warwick has done a test registration 🙂
He cancelled the Mollie payment, and as he’ll probably have noticed, he still got a confirmation and an invoice.


Tony

  • Support Staff

April 15, 2020 at 4:27 pm

Hi Sara,

I did run a registration and yes, I did receive an email containing the Invoice link.

So, may I ask, is that a ‘Registration Pending Payment’ email?

I wanted to do some digging into your set up to see how you are using the messages etc but it looks like my registrations have now been removed so I can’t.

It looks like you are using a Default Registration Status of ‘Pending Payment’ which would mean that you’ve altered the pending payment email to be a ‘confirmation’ email, however that’s not how EE expects that message type to be used. A pending payment registration does not apply to the sold values so the emails should also consider them as not attending at that point, only ‘Approved’ registrations apply to sold values so your ‘confirmation’ email should be the ‘Registration Approved’ email.

In short, using a ‘Pending Payment’ email like it is a confirmation email is going to end up with that email being sent to users you don’t expect to receive it (like now).

Right now we don’t have a method to automatically Approve only registrations in which an online payment method was used (and successful) and registrations that select an offline payment method like Invoice.

You can Approve all registrations that finalize (think ‘make it to the thank you page’ so that includes cancelled payments) or only ‘Paid’ registrations and you’ll then need to manually approve invoice registrations to trigger the confirmation email.

I checked that; the call was succesful says Mollie. The thing is: on the screenshot, you can see that a/ the amount due is 175 euro b/ a successful transaction of 175 euros is registerend (i.e. the webhook call was succesful) but c/ the status is still “not paid”

For the specific transaction in question, the only way I can think that of that happening is the user was directed back from Mollie with a ‘unpaid’ payment but then pretty much instantly after that Mollie sent the IPN to your site with the payment updated to complete. If that happens then the user is loading the checkout process and processing the details sent back to the site from Mollie, which locks out the transaction from the IPN, the IPN hits the site and updates the payment itself but the transaction it still locked due to the user request.

It’s not something I’ve seen happen with Mollie often but is possible, I’d need to review the payment logs to see if that gave any additional info.


sara.bosman

April 18, 2020 at 4:39 am

It’s not something I’ve seen happen with Mollie often but is possible, I’d need to review the payment logs to see if that gave any additional info.

I sent you a Mollie screenshot by mail. Also noteworthy: apparently, the customer also didn’t receive a confirmation email (unlike all other customers registering for the same event).


Tony

  • Support Staff

April 18, 2020 at 7:33 am

I sent you a Mollie screenshot by mail.

Thank you but it’s not the Mollie logs I’d need to see.

EE stores the payment log entries in Event Espresso -> Payment methods -> Logs.

Clicking on the ID on the left loads the individual log entries.

Also noteworthy: apparently, the customer also didn’t receive a confirmation email (unlike all other customers registering for the same event).

Hitting the thank you page would trigger the emails, so it sounds like they weren’t redirected back from Mollie.com, or they closed their browser to soon before it loaded. Then IPN then hit the site (which would update the payment but not the transaction) but the user never returned to the site to complete.

Find the log entries for the TXN ID this is for in the payment logs above, how many you have?

(Note that the search bar should NOT be used with the TXN ID as it searches the log entries themselves, which may not contain the ID, search the table manually to find all entries for that ID)


sara.bosman

April 18, 2020 at 8:20 am

only two entries, sent by mail again (whereas all others have three)


sara.bosman

April 18, 2020 at 8:38 am

I’m sorry to mix up two questions in the same post; I’ll prefix with [question1] (the one you need the logs for) and [question2] (about the customer receiving a “payment pending” mail even when the Mollie payment is abandoned or fails) from now on.

[question2]
I ran a series of tests, and these are the scenarios for an event where you can pay by invoice or online:

Start: customer chooses to register for the event, fills attendee info, and proceeds to checkout
-> EE dashboard:
– a registration entry is created with status “payment pending” with transaction status set to “left” (orange shopping cart icon)

Scenario A: customer chooses and completes invoice payment method
-> EE dashboard:
A1. transaction status changes to “payment pending” (blue shopping cart icon)
A2. “payment pending” email is sent

Scenario B: customer chooses online payment, but payment fails:
-> Mollie dashboard:
B1. transaction is added with status “failed”
-> EE dashboard:
B2. no changes, no mails are sent

after a few minutes:
-> Mollie dashboard:
B3. transaction status changes to “expired”
-> EE dashboard:
B4. transaction status changes to “pending payment” (blue shopping cart icon)
B5. “payment pending” email is sent

Scenario C: customer chooses online payment, but payment has timeout
-> same as scenario B, but without B1 and B2

Scenario D: customer chooses online payment, payment succeeds:
-> Mollie dashboard:
D1. transaction status changes to “paid”
-> EE dashboard:
D2. registration transaction status changes to “registration approved” (green shopping cart icon)
D3. registration status changed to “approved”
D4. “registration approved” email is sent

What I DO want is A2, but what I DON’T want is B5. I don’t want the customer to receive any mails if the Mollie payment fails or expires. How can I do this? Thanks for all the patience.


Tony

  • Support Staff

April 20, 2020 at 5:44 am

only two entries, sent by mail again (whereas all others have three)

Ok, that’s your problem and something I didn’t expect above. Mollie payments should always have 3 log entries.

1 from the IPN hitting the site.
1 from the IPN data being processed with the various objects used there.
1 from the Thank you page loading processing the user’s request.

The 2 log entries you’ve sent me are from the IPN, there should be another for when the user returned to the site but that’s not there, meaning the user likely didn’t return to the site.

So either, an error happened when the user was redirected back and the thank you page never loaded (check your servers error logs from around the time of the transaction and see if there are any errors relating to EE), or more likely, the user closed the browser before the thank you page loaded.

The user must return to the site to finalize the registration.

Again, the short answer for [Question 2] is you’re currently using the payment pending email in an unexpected way for Event Espresso, pending payment emails should not be used as ‘confirmation emails’.

It is to tell the user their registration is awaiting payment and is therefore triggered as such.

What I DO want is A2, but what I DON’T want is B5. I don’t want the customer to receive any mails if the Mollie payment fails or expires. How can I do this? Thanks for all the patience.

We don’t currently have a method to do this, it may be possible using hooks, but may I ask, what message would you send to those registrations? (B5)


sara.bosman

May 2, 2020 at 4:35 pm

Ok, so I followed your advise and set the default registration status of all events to Approved. I even disabled all message types except ‘Registration Approved’.
But the problem remains: if the user reaches the Mollie payment page, and then cancels (or just does nothing), after the Mollie timeout (15 mins) the registration status is still set to ‘Approved’ and the related Registration Approved email is sent. This is obviously not supposed to happen.
Help?


Tony

  • Support Staff

May 4, 2020 at 5:51 am

Ok, so I followed your advise and set the default registration status of all events to Approved.

I didn’t advise you use a default registration status of ‘Approved’, as you’ve found that will lead to exactly the same situation but with another message type.

I advised you stop using the ‘Pending Payment’ message type as a confirmation email and use the ‘Registration Approved’ email for that.

But the problem remains: if the user reaches the Mollie payment page, and then cancels (or just does nothing), after the Mollie timeout (15 mins) the registration status is still set to ‘Approved’ and the related Registration Approved email is sent. This is obviously not supposed to happen.

That is exactly what should happen when you set the default registration status to ‘Approved’. Having that setting, you are basically telling EE “I don’t care about payment status, set every registration to Approved and I (the event admin) will handle it from there”.

Your default registration status should be Pending Payment.

You should set the ‘Registration Approved’ email to be your ‘confirmation email’.

The ‘Pending Payment’ email should not be used to ‘confirm’ a place on the event, its not used that way within EE and it’s why your running into this problem. That message type should be used as a “you’ve added a registration, but it’s still pending payment, here is how you can pay” email. Then once the user pays (or your manually switch the status to Approved) the ‘Registration Approved’ email is the confirmation email.

As mentioned earlier:

Right now we don’t have a method to automatically Approve only registrations in which an online payment method was used (and successful) and registrations that select an offline payment method like Invoice.

So A2 and B5 will trigger the same emails, the registration at that point is pending payment and neither registration is actually ‘sold’ at that point (you haven’t received funds from the invoice payment, nor the online payment from the registration that selected it) so again, it’s Pending Payment’.

What it looks like you are trying to do is automatically Approved registrations that use the Invoice payment method. Within EE you can’t use the Pending Payment email to do that and would need some custom development to automatically set registrations selecting Invoice to ‘Approved’.

Is that what you are looking for?

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Updated by  Tony 3 weeks, 2 days ago ago

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