sbarry2
Community Participant

Shopping Cart Settings "Enroll Button Behavior"

Recently we've had users paying for courses, appearing on our Authorize.net report as Paid but NOT getting enrolled into the course they paid for. When an admin logs in "acting as the user" we can see the course in the cart and the timer counting down. We can also see Payment Failed in the dashboard Purchases. It is not happening on all our courses, so I believe it's something to do with the way the user selects the course, goes to payment, closes the payment screen, but the window with the shopping cart is still open and not completing the "process".

My question: What is the difference between the setting for "Enroll Button Behavior"? We are set for "Adds listing to the shopping cart and starts checkout selected", not the "Starts enrollment only for the specific listing." Can someone explain the difference. This is the setting for the Main Catalog, it is the Parent for all sub catalogs. Thanks.

5 Replies
jsowalsk
Advocate

@KataKeri can you help with this?

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KataKeri
Instructure
Instructure

@jsowalsk thank for letting me know about this!

@sbarry2 the difference is that one is using shopping cart, the other is not, but we think this is not related to the issue, so we will take a look and I'll get back to you.

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@KataKeri Your welcome.

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sbarry2
Community Participant

@KataKerithank you for the description. I didn't think it was related but as I was double checking all my settings and I thought I should ask. Anther theory is the student is starting the enrollment/purchase on one PC/mobile device, or browser window and then completing it later on another PC and the original selection isn't clearing on the first? Basically, user error.

Let me know what you find out. I appreciate it.

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KataKeri
Instructure
Instructure

@sbarry2 This is what I got back from the engineers:

"We noticed that the users are not finishing the payment because they do not login when prompted in catalog. This happened 1 time from the last 1000 purchase.
However we also noticed that the old enrollment flow did not require the user to be logged in."

We have an improvement idea to solve this: We can also enable the user to be logged out to finalize the payment, and only require to be logged in for the enrollment part, which is retriable from the UI already if something goes wrong.

We will discuss this this week, to see if it's doable and safe, and I'll update you.
Thank you for your patience.

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