We noticed a pretty serious error with the Mollie integration.
When you select any of the payment options that lead to a third party, like Klarna or Paypal, then immediately abort the payment on Klarna or Paypal and go back to the payment options, then click the little "‹ Previous website" link at the bottom of the page to go back to the booking form, it will book the appointment or event even though no payment has been made!!!
Meaning it will load the "Congratulations" screen in Amelia and register a PAID booking although no payment has been made. This is seriously bad.
This needs to be fixed ASAP, it's totally unacceptable. Take it up with Mollie if this is a mistake on their end.
Thanks, Daniel
PS: Additional issue. When aborting or completing payment from Mollie Checkout and going back, the page starts at the very top and you have to scroll to get the Amelia window back in view. Very confusing, as customer will not see immediate booking confirmation. Any way to add a # selector to that link so it won't scroll randomly to the top? Or let us skip the order confirmation embedded and go directly to our custom thank you page without leading back to the booking page? It would be a much nicer customer experience and is also best practice.
We just got the feedback from our colleagues and they have told us that an appointment is created before redirecting to mollie to reserve the spot while the client finished their payment. The appointment is created as pending, and if there is a payment error it will be deleted. In the case u described it should remain as a pending appointment in the backend. However we have recently encountered a bug that it is saved as approved when it is part of a package booking. Is this the case in your example or are you making a normal booking? Is it saved as pending or approved?
This error happens when booking events, single appointments and package appointments. It's not an issue of appointment status, this is an error with the Mollie integration and how aborted payments are handled. We accept all bookings automatically and don't use the "Pending" status. This might play a role. But there is definitely a major issue happening here with Mollie.
Please see my screen recordings here, first is an event booking, second is a single appointment. You can see aborting payment with SOFORT (Klarna) and PayPal both produces this error. Please do you own testing to reproduce the error.
It is true that these bookings are saved as "Pending" in the backend, however, the customer is always shown the "Congratulations!" screen showing a COMPLETED booking that has been PAID. As well as sending booking confirmation by email, in the case of Event bookings. The payment being aborted does not abort the purchase (customer facing) but completes it. Customer wouldn't understand why this is happening, even thinking they just SPENT MONEY when they wanted to ABORT the payment.
I hope this can be fixed asap, as it could really cost us a lot of money when customers have this bad experience.
We just got the feedback from our colleagues and they have told us that we understand the issue now and we managed to reproduce it. They have created a bug for this and it will be resolved in one of the future updates. We can not say exactly in which one or to give any eta but this will be fixed as soon as it is possible.
We do apologize for the inconvenience.
Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.
in the changelog for version 7.1 I can see "Fixed issue with Unsuccessful Cancellation Redirect URL" - does this refer to the error this ticket was about?
Two updates of the plugin have been published since I reported this bug, but this issue is still not resolved. Upon aborting a Mollie payment, the plugin is still displaying a confirmed booking. Please, I can't stress enough how this is a CRITICAL error and should be resolved asap. I see lots of minor bugs being fixed every update but the elephant in the room is ignored?
Please alert the devs to this again. It's highly unprofessional to let this error persist for so long. It lets us look like our booking system can't be trusted.
Firstly, we apologize for promising that the fix would be added in the next Update.
Our developers are getting close to completely fixing this bug, where the aborted payment gets created as 'pending' in Amelia ( or when the window gets closed during the process with same result - as on the other ticket report) ;
but there is still some testing to be done by our QA Team, we need to ensure that the fix does not have any negative effects on the rest of the Plugin's functionalities before it gets added to the Plugin's core during an Update.
So we are confident that it should be fixed by the time of the next Update, but we can't promise it with 100% certainty.
If the fix does not get added to the next Update and if it gets finished and fully tested in between Updates, we will make sure to share it with you guys on this and the other ticket, too.
It is also always a good idea to follow our changeLog page if you'd like, where we state any changes/new features/bug fixes during updates;
and our newsletter, so you're informed about new features, bug fixes, freebies, etc.
-
And we just wish to add some important details of our testing, how this issue behaves.
It does initially create a "Pending" appointment in Amelia;
but it does not create anything in Amelia Finances section;
and the Customer does not receive any Notification about it ( we realise there was a report on the other ticket that a Customer got a Notification, but we tested multiple Sites and we are unable to reproduce any Notification in that case);
Here are just a couple of screenshots from our Test.
At first, if we abort the Mollie Payment steps, or close the window - Amelia first makes a Pending Appointment - but approximately after 15 minutes, it actually cancels it, and the paid amount turns to zero.
The Customer just won't be able to go in to book the same slot right away - so they need to wait for those 15 minutes approximately, for the slot to become available for them again.
But as we mentioned, our developers are almost finished building and testing a fix for this particular bug.
The report about the customer getting a booking confirmation notification - I can replicate this every time.
It's specifically for Events, not appointments.
Please try it on events with Mollie, using this same bug (closing out of the payment screen on Mollie), and you'll see the booking confirmation is sent to the customer, as well as a booking, added to the system / finances.
Thank you for this update, at the moment we just did testing for the Appointments from Services.
Now we did some tests for Events - and we are again not able to reproduce any Notification.
We can see the Atendee gets booked with a Pending Status - which is another bug, because for our Events it should not be possible to have any pending Status;
Our developers are already aware of that as a separate bug;
-
But this is a part of the same bug when we talk about closing the window before completing the Mollie Process, so that part of it should be fixed very soon.
-
When it comes to the Notifications - as you can see, you can download our Video here - we are not able to reproduce that.
We also try on your Site https://bellaammi.com/events , and we find the Test Event on 1st of May - but it is a free Event, so it does not redirect us to Mollie to do a Test.
We are sending that short Video as attachment here.
We did try to book twice, but it got saved with an "ON SITE" Payment method, our Customer email is [email protected].
Of course, we receive the Notifications for this - because this was done with Amelia's "On Site" Method - it did not redirect to a Mollie process.
If you need us to do a Test on your Site - the best is if you can open a separate Private Ticket for the Notification issue/ where it gets sent during this bug;
and send us Administrator Credentials there, so that we can enable a price on any Test Event and we can do a Test to see if our Customer receives an Email during the bug with Mollie Payment integration?
Or, if you can record a video of your screen that shows how your Customer receives an Email when that happens/when you reproduce it with an Event.
We just advise it is best sending that in a private message or a private Ticket, if it shows any sensitive details.
Yes, we have reproduced the issue on your site but not on ours. Can you check these transactions on your Mollie dashboard? Are they expired? And are all these bookings canceled now? Mollie should have called the expired webhook which should have canceled the bookings. Is the only issue the email? Can you send us a login for a staging site, but please create a separate ticket for this so we move away from Daniel's ticket?
Thanks for the fixed version - am I correct to assume this is not fixed in the general Amelia update that was published earlier today? How can Install the version you provided over my current install without losing data?
The fix is made from the 7.3 update with added code. It solves the problem of going back twice (from the chosen payment method step to the booking form) and showing the congratulations page. Now the customer will be shown the payment step and the created pending booking will be canceled. The problem of sending a mail when the booking is aborted that Brendan has stated we could not reproduce.
You can install it on your website and you will not lose any data, just make sure that you have the "Delete Amelia content" option disabled on the Amelia/Settings/Activation page.
As far as I can tell, the fix is working! I have tested aborting payments and going back and it goes back to the payment screen in Amelia. No notifications are sent and the webhook is also not triggered.
I would like to note that the attempted bookings do show up in the Event Attendees (although they are not counted towards the attendee number), it shows Mollie Pending Payment, see attachment. Each aborted payment attempt is logged with all the customer data. I am not sure this is 100% legal from a GDPR point of view, but then again, the customer wouldn't know and the data can just be deleted on the backend.
Hey guys,
We noticed a pretty serious error with the Mollie integration.
When you select any of the payment options that lead to a third party, like Klarna or Paypal, then immediately abort the payment on Klarna or Paypal and go back to the payment options, then click the little "‹ Previous website" link at the bottom of the page to go back to the booking form, it will book the appointment or event even though no payment has been made!!!
Meaning it will load the "Congratulations" screen in Amelia and register a PAID booking although no payment has been made. This is seriously bad.
This needs to be fixed ASAP, it's totally unacceptable. Take it up with Mollie if this is a mistake on their end.
Thanks,
Daniel
PS: Additional issue. When aborting or completing payment from Mollie Checkout and going back, the page starts at the very top and you have to scroll to get the Amelia window back in view. Very confusing, as customer will not see immediate booking confirmation. Any way to add a # selector to that link so it won't scroll randomly to the top? Or let us skip the order confirmation embedded and go directly to our custom thank you page without leading back to the booking page? It would be a much nicer customer experience and is also best practice.
Hello Daniel,
We have forwarded your ticket to our level 2 agents and as soon as we get some feedback from them we will contact you immediately.
Kind Regards,
Marko Davidovic
[email protected]
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Hello Daniel,
We just got the feedback from our colleagues and they have told us that an appointment is created before redirecting to mollie to reserve the spot while the client finished their payment. The appointment is created as pending, and if there is a payment error it will be deleted. In the case u described it should remain as a pending appointment in the backend. However we have recently encountered a bug that it is saved as approved when it is part of a package booking. Is this the case in your example or are you making a normal booking? Is it saved as pending or approved?
Kind Regards,
Marko Davidovic
[email protected]
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Hello Marko,
This error happens when booking events, single appointments and package appointments. It's not an issue of appointment status, this is an error with the Mollie integration and how aborted payments are handled. We accept all bookings automatically and don't use the "Pending" status. This might play a role. But there is definitely a major issue happening here with Mollie.
Please see my screen recordings here, first is an event booking, second is a single appointment. You can see aborting payment with SOFORT (Klarna) and PayPal both produces this error. Please do you own testing to reproduce the error.
https://drive.google.com/file/d/1BOrfjBQnFmyLkOktyJ8DMj1Rm2hC0gby/view?usp=sharing
https://drive.google.com/file/d/1CsMmN_SItqTp5C2SRZAC50NY4ombziiG/view?usp=sharing
It is true that these bookings are saved as "Pending" in the backend, however, the customer is always shown the "Congratulations!" screen showing a COMPLETED booking that has been PAID. As well as sending booking confirmation by email, in the case of Event bookings.
The payment being aborted does not abort the purchase (customer facing) but completes it. Customer wouldn't understand why this is happening, even thinking they just SPENT MONEY when they wanted to ABORT the payment.
I hope this can be fixed asap, as it could really cost us a lot of money when customers have this bad experience.
Thanks!
Hello Daniel,
We have forwarded your ticket to our level 2 agents again and as soon as we get some feedback from them we will contact you.
Kind Regards,
Marko Davidovic
[email protected]
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Hello Daniel,
We just got the feedback from our colleagues and they have told us that we understand the issue now and we managed to reproduce it. They have created a bug for this and it will be resolved in one of the future updates. We can not say exactly in which one or to give any eta but this will be fixed as soon as it is possible.
We do apologize for the inconvenience.
Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.
We wish you all the best.
Have a nice day.
Kind Regards,
Marko Davidovic
[email protected]
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Hey Marko,
in the changelog for version 7.1 I can see "Fixed issue with Unsuccessful Cancellation Redirect URL" - does this refer to the error this ticket was about?
Thanks,
Daniel
Hello Daniel,
Thank you for reaching back out to us.
This issue has not yet been resolved, but it will be in the near future.
We appreciate your patience.
Kind Regards,
Uros Jovanovic
[email protected]
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Hello Uroš,
Two updates of the plugin have been published since I reported this bug, but this issue is still not resolved. Upon aborting a Mollie payment, the plugin is still displaying a confirmed booking. Please, I can't stress enough how this is a CRITICAL error and should be resolved asap. I see lots of minor bugs being fixed every update but the elephant in the room is ignored?
Please alert the devs to this again. It's highly unprofessional to let this error persist for so long. It lets us look like our booking system can't be trusted.
Thank you!
Daniel
Hello Daniel,
Thank you very much for your patience.
This will be resolved in the next Amelia update as it took a lot of time to troubleshoot this issue since it comes from Mollie's part.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uroš,
That's great news, thank you! 🙏
All the best,
Daniel
Hello Daniel,
I appreciate your patience.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uroš
We were discussing this same issue in this ticket https://tmsplugins.ticksy.com/ticket/3540299/
And one of the other support team, Miloš, has said there's no ETA for a fix on this.
You mentioned below, that it's going to be patched in the next Amelia update.
Who's advice is correct?
Kind Regards,
Hi Brendan,
Firstly, we apologize for promising that the fix would be added in the next Update.
Our developers are getting close to completely fixing this bug, where the aborted payment gets created as 'pending' in Amelia ( or when the window gets closed during the process with same result - as on the other ticket report) ;
but there is still some testing to be done by our QA Team, we need to ensure that the fix does not have any negative effects on the rest of the Plugin's functionalities before it gets added to the Plugin's core during an Update.
So we are confident that it should be fixed by the time of the next Update, but we can't promise it with 100% certainty.
If the fix does not get added to the next Update and if it gets finished and fully tested in between Updates, we will make sure to share it with you guys on this and the other ticket, too.
It is also always a good idea to follow our changeLog page if you'd like, where we state any changes/new features/bug fixes during updates;
and our newsletter, so you're informed about new features, bug fixes, freebies, etc.
-
And we just wish to add some important details of our testing, how this issue behaves.
It does initially create a "Pending" appointment in Amelia;
but it does not create anything in Amelia Finances section;
and the Customer does not receive any Notification about it ( we realise there was a report on the other ticket that a Customer got a Notification, but we tested multiple Sites and we are unable to reproduce any Notification in that case);
Here are just a couple of screenshots from our Test.
At first, if we abort the Mollie Payment steps, or close the window - Amelia first makes a Pending Appointment - but approximately after 15 minutes, it actually cancels it, and the paid amount turns to zero.
The Customer just won't be able to go in to book the same slot right away - so they need to wait for those 15 minutes approximately, for the slot to become available for them again.
But as we mentioned, our developers are almost finished building and testing a fix for this particular bug.
Let us know if you have any additional questions.
Kind Regards,
Uros Jovanovic
[email protected]
Rate my support
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Hi Uroš,
The report about the customer getting a booking confirmation notification - I can replicate this every time.
It's specifically for Events, not appointments.
Please try it on events with Mollie, using this same bug (closing out of the payment screen on Mollie), and you'll see the booking confirmation is sent to the customer, as well as a booking, added to the system / finances.
See for yourself.
I've added an event called 'Test Event' on 1st May here:
https://bellaammi.com/events
Clearly it's the same bug, but the severity of it is worse for events as it confirms booking to the customer.
Hi Brendan,
Thank you for this update, at the moment we just did testing for the Appointments from Services.
Now we did some tests for Events - and we are again not able to reproduce any Notification.
We can see the Atendee gets booked with a Pending Status - which is another bug, because for our Events it should not be possible to have any pending Status;
Our developers are already aware of that as a separate bug;
-
But this is a part of the same bug when we talk about closing the window before completing the Mollie Process, so that part of it should be fixed very soon.
-
When it comes to the Notifications - as you can see, you can download our Video here - we are not able to reproduce that.
We also try on your Site https://bellaammi.com/events , and we find the Test Event on 1st of May - but it is a free Event, so it does not redirect us to Mollie to do a Test.
We are sending that short Video as attachment here.
We did try to book twice, but it got saved with an "ON SITE" Payment method, our Customer email is [email protected].
Of course, we receive the Notifications for this - because this was done with Amelia's "On Site" Method - it did not redirect to a Mollie process.
If you need us to do a Test on your Site - the best is if you can open a separate Private Ticket for the Notification issue/ where it gets sent during this bug;
and send us Administrator Credentials there, so that we can enable a price on any Test Event and we can do a Test to see if our Customer receives an Email during the bug with Mollie Payment integration?
Or, if you can record a video of your screen that shows how your Customer receives an Email when that happens/when you reproduce it with an Event.
We just advise it is best sending that in a private message or a private Ticket, if it shows any sensitive details.
Thank you.
Attached files: Your Test Event is Free - it does not redirect to Mollie.mkv
Kind Regards,
Miloš Jovanović
[email protected]
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Hi Miloš,
Apologies, I forgot to enable Mollie payment for the test event. Please try again now.
I've added an event called 'Test Event' on 1st May here:
https://bellaammi.com/events
I just tried it myself and got a booking confirmation email notification a few minutes after closing the window.
Hi Miloš,
If that was you testing, I can see the 4 confirmations sent to the employee and to your email address. (Even though no payment was made)
Can you now see the issue?
Kind Regards,
Hello Brendan,
Yes, we have reproduced the issue on your site but not on ours. Can you check these transactions on your Mollie dashboard? Are they expired? And are all these bookings canceled now? Mollie should have called the expired webhook which should have canceled the bookings. Is the only issue the email? Can you send us a login for a staging site, but please create a separate ticket for this so we move away from Daniel's ticket?
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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Hello Brendan and Daniel,
Here is a download link for the a fixed version of Amelia for this issue:
https://we.tl/t-DeqmOxqveT
Please let me know if that works for you or not.
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uroš,
Thanks for the fixed version - am I correct to assume this is not fixed in the general Amelia update that was published earlier today? How can Install the version you provided over my current install without losing data?
Thanks,
Daniel
Hello Daniel,
The fix is made from the 7.3 update with added code. It solves the problem of going back twice (from the chosen payment method step to the booking form) and showing the congratulations page. Now the customer will be shown the payment step and the created pending booking will be canceled. The problem of sending a mail when the booking is aborted that Brendan has stated we could not reproduce.
You can install it on your website and you will not lose any data, just make sure that you have the "Delete Amelia content" option disabled on the Amelia/Settings/Activation page.
Please let me know if that works for you or not.
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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Hello Uroš,
As far as I can tell, the fix is working! I have tested aborting payments and going back and it goes back to the payment screen in Amelia. No notifications are sent and the webhook is also not triggered.
I would like to note that the attempted bookings do show up in the Event Attendees (although they are not counted towards the attendee number), it shows Mollie Pending Payment, see attachment. Each aborted payment attempt is logged with all the customer data. I am not sure this is 100% legal from a GDPR point of view, but then again, the customer wouldn't know and the data can just be deleted on the backend.
I will do some more testing but this looks good!
Thanks,
Daniel
Attached files: Bildschirmfoto 2024-01-03 um 20.19.41.png
Hello Daniel,
Thank you for your patience and for your update on this.
I am looking forward to hearing from you on this.
And, please let me know if you have any other questions.
Kind Regards,
Uros Jovanovic
[email protected]
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Hi Uroš,
So far everything works fine with the fix. I have a question regarding the latest update.
Was this fix implemented in version 7.4? I cannot find any reference to this in the changelog.
Or should I stay on 7.3 for the time being?
Thanks,
Daniel
Hello Daniel,
Yes, it was implemented, feel free to update it and let me know if it still works fine or not.
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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