Record with failed Stripe transaction disappeared

By: Joe Semones | Asked: 04/23/2024
ForumsCategory: General questionsRecord with failed Stripe transaction disappeared
Joe Semones asked 10 months ago

Hello,
We have an event registration form. A user entered their data into the form - proof is in the email generated with the pdf attachment showing the entered values - but the Stripe information was incorrect. As a result, the payment did not go through. What's odd is that the registration record for that person no longer exists.

Is there a setting in Formidable Forms that causes such behavior if a payment fails? Are there alternatives to this behavior?

Thanks in advance.

Joe

Pieter Corneillie replied 4 weeks ago

Hi Joe, same here somehow. Did you receive any follow-up on this?

Joe Semones replied 3 days ago

Pieter,
Not until I just saw Victor's reply from 3 weeks ago. I have slept a few times since then and no longer remember the specifics, whose records, etc.

2 Answers
Victor Font Staff answered 4 weeks ago

I'm not sure either of you will get a good answer here because if it's a bug in the software, we wouldn't know about it unless we encountered it ourselves. Have you opened a ticket with Strategy 11? That's what I would do first. But with that lacking, let me ask a few diagnostic questions.
First, let's understand what you're calling a "registration form". Normally, when we use the term "registration", it refers to the user registration process managed by Formidable's user registration add-on. You said the "registration record" for the user disappeared. Does this mean the person is not registered in WordPress, or that the event registration entry is gone?
How did you check that the data is missing?
Did you looking for entry in the database through PHPMyAdmin?

Joe Semones replied 3 days ago

Hi Victor,
Thanks for your reply and suggestions. I have slept a few times since then and no longer remember the specifics, whose record, etc. I'll watch for its recurring.

Regarding the registration, it was a user registering and making payment for an event. The user may or may not have had a user record. I didn't search in PHPMyAdmin. If it happens again, I'll know to try that.

Thanks!
Joe

Pieter Corneillie answered 2 days ago

Hi, with registration form it is not about a user registering to become a Wordpress user.It is about registration to participate in an event.The form, once submitted, uses Stripe to collect payment.Sometimes it fails. Mainly when bancontact or ideal is chosen as means of payment.what I get as reply from support is that some messages I get in return or not in their software so it should be a plugin. But even with all plugins disabled, it still fails quite often.I also see that not always all data is (name, email address, address) is properly transferred to Stripe.Sometimes the entries are there but sometimes also not. No clear line to see why en when it is or is not working. 

Victor Font Staff replied 2 days ago

The Stripe plugin in Formidable simply relays information to Stripe. All processing of payments is handled by Stripe. What payment method a user selects in Stripe has nothing to do with Formidable or the messages returned from the payment processor.

Pieter Corneillie replied 2 days ago

What I think too. Only strange is that this is the only platform that I know who has this many issues. I used other systems linked to Stripe and never had any issues in this order. So I assume it must be related to either Formidables way of sending out the info to Stripe or the WordPress setup. I've reached out to support and hope to have some troubleshooting on their side to have if at least diagnosed and hopefully fixed.

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