Question
I understand that there are two related problems:
1. That some customers are reaching the payment gateway and then their payment fails. They can not then access the payment gateway a second time to try again.
2. That some customers book for the main part of the conference but then need to go back later and try to add the optional extra sessions. At which point they have no way to pay for them online via a payment gateway.
Answer
The two problems are related in so much that the design of the system only allows the customer to access the payment gateway and pay once. There are a number of reasons for this (mainly to do with Credit Card security) an at this time there are no plans to change the way the system works.
In the first case the best solution is to warn the customer as strongly as possible that they will only access the gateway once.
I would also suggest that you make it clear on the booking form that although you are using PayPal the customer does NOT need to set up a PayPal account as they can use an ordinary credit or debit card when they get to the PayPal screens.
In the second case I suggest that your booking form makes it clear that any changes made to the booking after it has been submitted will have to be paid for separately and not through the on-line system. Payment will either have to be taken over the phone (if you are set up to do this) or you could look at the PayPal online Invoicing process. This allows you to send the customer an email that has a different version of the add on invoice (using the same invoice number) and then they can click on the PayPal button and pay you. See this link for more details https://merchant.paypal.com/us/cgi-bin/?cmd=_render-content&content_ID=merchant/online_invoicing#tab04_container
Hope this helps,
Symphony Support
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