|
PlasmicSteve
|
January 23, 2018 at 4:32 pm
This just started happening with registrations (I’m using EE4).
Some transaction records have started coming up that show as “FREE” – registrants have all their contact info entered, but they do not show up on the check-in page – however, the ticket shows as reserved (and says “Complete”) although no payment has been received. This is causing the ticket to be unavailable for purchase.
We’re not sure if the customer is seeing confirmation messages as well.
Screenshots are attached.
Any idea on why this is happening and how it can be fixed?
|
|
PlasmicSteve
|
January 23, 2018 at 4:33 pm
Screenshots:
https://imgur.com/a/jw2oK
https://imgur.com/VxdPFsn
|
|
Josh
|
January 24, 2018 at 8:52 am
Hi PlasmicSteve,
Your screenshots actually show no tickets have sold or are reserved. The thing to check is the registration status. Transaction status has no bearing on whether a ticket is sold or not.
|
|
PlasmicSteve
|
January 24, 2018 at 10:05 am
So the “Regs” column of the Event Page is counting every registration attempt, completed failed, and abandoned. Only those sold are showing up on the Check-in Page. Understood.
However, my main concern is that the on the Transactions tab, the transaction says “Complete” and the total paid “free”. If my customer receives that as a confirmation message, they will come to this event, expecting a seat, reserved at no cost to them. We never use “free ticket’ as an option.
|
|
Josh
|
January 24, 2018 at 10:32 am
If you check the Messages Activity list in Event Espresso > Messages is there any confirmation that says what you’re imagining?
|
|
PlasmicSteve
|
January 24, 2018 at 2:05 pm
I’m not imagining as much as asking if it is a possibility. I’m not showing that a message went out, but having prior unrelated message issues, I want to be certain. The word free is concerning since we are not using the ‘free ticket’ option, ever. If the answer is that that Transactions are unrelated to Registrations, then that is sufficient.
|
|
Josh
|
January 25, 2018 at 6:30 am
Transactions have a relationship with registrations, in that:
You cannot have one without the other
Many registrations can be related to one transaction
An important difference between a transaction and a registration is each have their own statuses, and a transaction’s status indicates how far along the process went. So for example an “abandoned” transaction status means the customer selected some tickets, completed the registration form, but did not complete the payment options step.
You can get more information about how the transaction progressed by clicking on the link to view the transaction details, then click on “view additional transaction session details”. The transaction details will also include a list of Attendees registered in that transaction, where you can click each link to view the details for those registrations.
|
