How to Locate and Re-Send Missing PayPal Transactions into Kindful

Overview

You might find that some PayPal transactions that take place outside of Kindful are not captured by the IPN and brought into Kindful. This article goes over reasons for this, how to find these transactions, and how you can attempt to re-send them into Kindful. 

Linked Articles:

Connect PayPal as a Payment Gateway

Connect a Payment Gateway


The PayPal Connection

When you connect your PayPal account to Kindful, in the Payment Gateways page of your Fundraising Settings > Transaction Settings, you will have access to your Kindful IPN. From https://developer.paypal.com/docs/ipn/

The "Instant Payment Notification (IPN) is a message service that automatically notifies merchants of events related to PayPal transactions. Merchants can use it to automate back-office and administrative functions, including automatically fulfilling orders and providing customers with order status."

In our case, Kindful is the recipient of this notification. Kindful will receive the donor name, donor contact information, and the relevant donation information (amount and date).

After creating or signing into an account, return to PayPal.com and choose Profile > Profile and Settings in the top right corner.

Add the URL in your PayPal Profile for Instant Payment Notification as provided by Kindful:

Screen_Shot_2019-09-24_at_12.39.57_PM.png

This is what you will see in PayPal:

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Doing these steps ensures that all eligible PayPal transactions make their way into your Kindful account.


Transactions Are Taking Place in PayPal, But Not Coming Into Kindful

In the event that you are seeing successful transactions happening in PayPal, but they are not syncing into Kindful, you need to verify in PayPal where these transactions are pointing.

From https://developer.paypal.com/docs/ipn/integration-guide/IPNOperations/:

View IPN Messages and Details

Use the IPN History page on the PayPal website to view IPN messages sent to your listener URL from PayPal, and to request that messages be resent.

  1. Select the IPN messages to review. You can specify a date range, delivery status, and PayPal Transaction ID.

  2. Review the IPN History search results, which contain the following information:

    • The date and time that PayPal created the IPN message

    • Whether this IPN message was the original message or whether it was resent, which is indicated in the Date/time created column

    • The IPN message ID assigned by PayPal

    • The current status, which is one of the following values:

      • Sent - PayPal sent the message to your IPN listener
      • Failed - PayPal did not receive an acknowledgment to the message
      • Queued - PayPal is ready to send the message
      • Retrying - The message was resent between 1 and 15 times and PayPal continues to resend the message
      • Disabled - The message will not be resent because the merchant's account has been disabled

Of Note: If you requested that PayPal resend the IPN message and the status is not updated for the attempt, resending is appended to the status. For example: Failed - resending.

3. To see more information about an IPN message, click on the message ID. The IPN details page opens as shown in this example:

In addition to the information on the IPN History page, the details contain the following information:

  • Whether this IPN message was the original message or whether it was resent
  • The last time the message was resent
  • **The URL on which your listener was running when the message was sent
  • The number of retries before the message was successfully acknowledged
  • The type of IPN message

**This is going to be a focus point for these missed transactions.


Resending the PayPal IPN Messages to Kindful

Use the IPN History page to request that PayPal resend one or more IPN messages. You can search the IPN message history for the messages that may need to be resent, and then select them.

  1. To resend IPN messages, mark one or more messages and click the Resend selected button as shown in this example: 

  2. To send the message to the Kindful profile URL instead of the URL associated with the message, check the box for To send an IPN again to a profile URL (located just below the Resent Selected button). If you do not select this option, PayPal sends the message to the same URL to which the original message was sent, which is not necessarily the current profile URL.

    You may receive a confirmation notice alerting you to the possibility that you will receive duplicate messages. Click Confirm to resend; otherwise click Cancel.

  3. Check the status for resent messages. The status indicates that PayPal is resending the message until it actually has been resent as shown in this example:

  4. Check for the transaction inside of Kindful. 


Will All Transactions Sync into Kindful?

When donations are made via PayPal such as a one time transaction, and the Notification URL is pointing to Kindful, the transactions should sync into Kindful. Recurring transactions can sync into Kindful as well, as long as the Notification URL is pointing to Kindful. This happens most commonly when a recurring transaction is initiated from a Kindful donation page, and PayPal is used to process the recurring donation.

If you have recurring donations that are created directly from PayPal (oftentimes from a form on your website), then the Notification URL will be pointing to your website. In this case, the Notification URL would look like it does in the image below (and not the Kindful URL):

In this case, when the recurrence is set up from your site, and the Notification URL is pointing to your site, it will be locked to that destination, and the previous steps will not work to change where it is pointing. This is the one exception to this work-flow.

Recurring donations processing in PayPal, but not appearing in Kindful, will need to be re-setup in Kindful and cancelled in PayPal.


Still have questions?

Feel free to send our support team an email, or you can call the phone number found in the lower left hand corner of your Kindful Admin account to speak to a team member. 

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