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Elizabeth
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March 15, 2017 at 7:46 am
This is from my customer:
I went in and began a registration for myself and my husband so that I could check that we did the promo code correctly. It is correct. So I selected to cancel the reg. For one the cancel link is super small and hard to locate on the screen. Also, as I cancelled the system told me that my information was also deleted in the system. However, on the backend my info is still there and it does not reflect cancelled but rather pending payment.
I bring this up because I perpetually see these registrations where is says pending payment and they are never completed. So it seems like there may be a bug in the system.
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Josh
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March 15, 2017 at 3:30 pm
Hi Dorian,
That’s not a bug in the system. What it’s actually saying there is any unsaved registration information has been deleted. In their case, their registration information had been saved, and EE does not automatically delete saved registration information.
You can make the cancelled link text bigger by adding some CSS via the Customize option on your website.
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Elizabeth
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March 15, 2017 at 9:17 pm
This was her response:
I started the reservation myself because I wanted to see the functionality. I promise you that I did not save any registration information. Instead I selected to cancel before even completing the registration. But this registration still sits with a status of incomplete. I cancelled it so it should at the least reflect cancelled. Again, I have many of these types of entries in our events. This can’t be expected behavior. I did not save any registration information. I can send you screen shots of every incomplete reg that posts and you will see it is relentless.
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Tony
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March 16, 2017 at 5:11 am
I started the reservation myself because I wanted to see the functionality. I promise you that I did not save any registration information. Instead I selected to cancel before even completing the registration.
EE saves the details on each step.
So for example you select a ticket, and a registration is created with an incomplete status.
Then the user enters the registration details onto the form and clicks to proceed.
Those details that are submitted on that step are saved at that point, because the registration now has contact details assigned to it the registration is updated to have a status of ‘Pending Payment’ and then the user is directed to payment options.
If the user makes changes on the payment options step and then cancels the registration, the changes they made on the payment options step have not been saved and will be lost.
But this registration still sits with a status of incomplete.
The REGISTRATION status is incomplete? So they selected a ticket and then didn’t add any details at all?
If so that registration will be removed after a little time when our cleanup runs.
I cancelled it so it should at the least reflect cancelled.
We have a ticket to discuss changing the status of a registration to cancelled but at this point in time all of the above sounds expected.
Again, I have many of these types of entries in our events. This can’t be expected behavior. I did not save any registration information. I can send you screen shots of every incomplete reg that posts and you will see it is relentless.
No need for screenshots.
Many incomplete registrations or many pending payment registrations?
There is an incomplete registration status AND an incomplete transaction status. Many ‘Pending Payment’ registrations does not indicate a problem, its expected that registrations that are unpaid/abandoned remain pending payment.
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Elizabeth
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March 16, 2017 at 7:25 am
Ill pass this along to her.
Thanks
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Elizabeth
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March 20, 2017 at 7:19 am
Thanks Dorian. Here is a copy of my example. You will see that it says ‘Pending Payment’ and ‘Incomplete’. I guess my point is this…for Reg Date it should not say incomplete because that gives the idea that the user has not cancelled and has the registration hanging by mistake or intentionally. Kind of like when people add items in their online shopping carts and let them sit there. And where it says ‘pending payment’ in this case again, a payment is not pending because I cancelled the transaction/registration all together.
So my point is this, as the owner, I am not able to distinctively determine the ‘true’ state of a customer’s registration. And it is possible that we either lose customers or lose funds because people are confused with the sign up process. Neither of these cases are favorable for me.
I would also add that as a customer, I have signed up for multiple classes with the franchise and the checkout process is very discombobulated in comparison to our competitors. It is way too much verbiage which causes the customer to wonder what they are supposed to be looking at and they become confused. Customers do not read everything, They need to be guiding by the UI. the User Interface should clearly step them through the process. I know this because my day job is software development, and product management with our QA team and developers. Currently the user experience is not intuitive at all. And I have been told by other owners in the franchise that customers complain about the sign up process.
Hopefully something can be done to address this because I think the fact that I consistently see red registration information in a good deal of events that there is a problem. We can’t ascertain that everyone is unlearned and/or lost. It is a symptom of ambiguity.
With ashley brown, it looks like they selected 2 tickets but did not enter the code or the right code?
With Jennifer Allred, I am not sure how she got a half price charge with on one ticket selected? I would think that the Coupon code text box would not appear unless she has chosen 2 tickets. Perhaps she entered a different code that should not work for this event? There are just too many unknown variables. Right?
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Josh
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March 20, 2017 at 10:21 am
Hi Dorian.
What do you suggest?
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Elizabeth
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March 20, 2017 at 1:27 pm
I really don’t know 🙁 . I don’t know what to tell her.
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Josh
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March 20, 2017 at 2:01 pm
OK so you could start with this comment:
I have signed up for multiple classes with the franchise and the checkout process is very discombobulated in comparison to our competitors. It is way too much verbiage which causes the customer to wonder what they are supposed to be looking at and they become confused.
And ask them which exact verbiage they want removed. Removing verbiage is something you can do by either customizing templates, or pass a modified or even an empty string in a translation function. If you need help with tracking down specific strings you can check in here and we’ll help guide you on how to remove those.
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Josh
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March 20, 2017 at 2:19 pm
You can also follow up with this comment:
So my point is this, as the owner, I am not able to distinctively determine the ‘true’ state of a customer’s registration.
They actually can determine exactly how far the customer got in the registration process by clicking on the Transaction item in the transactions list table, then they click on the “view additional transaction session details” link. There they will see exactly which steps were started and progressed to completion.
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