Split Payments Checkout failure

[Sara]

I’m trying to test the split payments feature without success. I’ve not setup any other payment gateway in Woocommerce. I’ve only setup the paypal API information at the bottom of the “Community” settings tab.

This presents me with a form and checkout just fine.
But upon clicking proceed to paypal, I get:
“An error has occurred while processing your payment, please try again. Or contact us for assistance.”
(http://imgur.com/XDD51Wg)

This seems to be less relevant to woocommerce and more relevant to that custom gateway the event plugin puts in woocommerce.

[Josh]

Hey Sara,

Thanks for reaching out to us!

Unfortunately, the payment gateway and checkout processing isn’t managed by our plugin. As a first step, you should try reaching out to WooCommerce. I believe the gateway as well as the ability to have split payments are both additional plugins that should be supported under their support process.

I apologize for the inconvenience here but you should be able to get support on the WooCommerce forums.

Thanks!

[Sara]

Actually Josh – if I reach out to woocommerce they’ll point the finger at Events Caldendar for one simple reason: the payment gateway is INJECTED into woocommerce BY events calendar for the SPLIT PAYMENTS functionality. The gateway doesn’t exist in woocommerce until you enable split payments in event calendar. the configuration for the gateway is in event calendar…

maybe check again?

[Josh]

Hey Sara,

I’m terribly sorry about my confusion here. I didn’t realize this was about Community Tickets and assumed the split payments you were referring to were part of a third-party add-on for WooCommerce.

I’ve done some testing here with the sandbox and have verified this issue that you’re describing here. I’ve logged an internal bug ticket for tracking this and have added this thread to that ticket. You’ll be notified here as we make progress on this one.

I apologize again for my confusion as well as the inconvenience that I’m sure this issue is causing. If you have any further questions or concerns about the process, please don’t hesitate to ask.

Thanks!

[Sara]

My whole project is on hold waiting for these fixes, is there a timeframe on the bugfix or should we move on with other software?

[Josh]

Hey Sara,

Sorry for the delay here.

After reviewing the original ticket, our developers noticed that the shortcoming here was a lack of documentation in setting up the PayPal sandbox and configuring the settings properly. We’ve created a new Knowledgebase item for this set up and it should help to get you up and rolling here.

Let me know if this helps.

Thanks!

[Sara]

Hi Josh, Unfortunately that article doesn’t help my situation. I had everything setup correctly already. I did go through the article again though for good measure just to double check and its all accurate.

Yet I still get the error:
An error has occurred while processing your payment, please try again. Or contact us for assistance.

Without ever getting to a paypal screen. Its on the checkout page after you click “proceed to paypal” button, it very quickly comes back with that error.

Are there some logs somewhere of what your app is doing to end up with that kind of response? If not, can you point me to the file where this logic resides so that I can at least try to debug this on my own before moving on to other software?

[Josh]

Hey Sara,

I apologize for the delay here. We’ve had some of our developers looking into this one and have a bit of inconsistent experience in replicating the issue. Some of us were instantly able to replicate while others weren’t.

However, it looks like we’ve been able to narrow in on the issue for local development/testing. Here are the notes:

the user’s PHP must be compiled with a version of OpenSSL that support TLS v1.1 and v1.2 …OS X does not pre-compile PHP with the right SSL in place (nor does http://php-osx.liip.ch)

We can get through this by using brew:

 

brew install openssl
brew tap homebrew/dupes
brew tap homebrew/versions
brew tap homebrew/homebrew-php
brew install php56 --with-homebrew-openssl
(then follow the instructions)

Let me know if this helps.

Thanks!

[Sara]

We’re on Ubuntu 14.04 and our openssl is optimized for PCI Compliance actually, so I’m certain it meets the needs. Just to be sure, I tested openssl connections forcing tls1_1 and tls1_2 and it worked as expected. So might not be the issue I’m experiencing.

[Josh]

Hey Sara,

Thanks for following up with us. I’m sorry that the previous notes weren’t helpful in this situation.

It looks like there were some actual changes to the code here based on the notes above. You can apply the following change to the core file and it will persist with the next update https://cloudup.com/ceuiy22L2Jh.

Let me know if that helps as well.

Thanks!

[Sara]

Well that change would only affect testmode/sandbox – I’ve been trying to test live production mode.

[Douglas]

i’m beginning to get the idea that MTribe tech support really isn’t all that…

[Josh]

Hey Sara,

I’m sorry for the confusion here. I’ll reach out to our developers again on this one and clarify the issue with live transactions.

I apologize for the continued issue here. I understand things like this can be frustrating but I assure you we’re working to ensure any issue with this feature gets addressed as quickly as possible.

Thanks!

[Barry]

Hi Sara,

Thanks for your patience so far.

I work alongside Josh here at Modern Tribe and wanted to update this topic before the weekend arrives, as though we probably won’t be able to respond again before Monday morning I figured we could set in motion another test and possibly capture some useful data before then.

Can I ask you to temporarily add the following line of code in a suitable location (such as a custom plugin, a mu-plugin file or even your theme’s functions.php file – the latter often being the easiest if you’re already familiar with that approach):

add_filter( 'tribe_community_tickets_woocommerce_paypal_debug', '__return_true' );

This simply ensures that various bits of potentially useful information are recorded when things go wrong. With that done, please try to recreate the problem.

Next, visit WooCommerce → System Status → Logs and you will hopefully see a dropdown near the top right corner of the screen containing an option named something like tribe-adaptive-payments-abc012xyz (date). If there is more than one option with the same prefix, please select the most recent by date and click on View.

You should then be able to see various bits of information that our plugin logged while trying to process the transaction. Can you copy this and share it in here by private reply? It is probably a good idea to save it as a plain text file and share via a Dropbox link or similar if that’s possible on your end.

Thanks so much for your continued cooperation: Josh or I will check back in as soon as we can.

[Keith]

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