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Event being booked but booking process not being completed by the registrant

Posted: July 10, 2018 at 4:42 pm


movingbodies

July 10, 2018 at 4:42 pm

We are receiving bookings from registrants however they are not completing the full booking process.
They are going in to look at available dates / events then cancelling out of the process, however this seems to be enough to send us through their booking and they also receive the set up email message that confirms their booking.
We do see that this booking is (INCOMPLETE) however it is causing much confusion and frustration at both ends…
Is there a way that a booking is only confirmed when they complete the FULL booking process.


Josh

  • Support Staff

July 10, 2018 at 8:32 pm

Can you check to see if the email that was sent informed them that the booking was actually completed, or did it say the booking was pending payment? There is a difference between a booking that’s pending payment, and a booking tha’s completed.


movingbodies

July 10, 2018 at 10:18 pm

Hi John, The email being sent is their confirmation that says they have booked into the session.
It also thanks them for their payment (which obviously has not been paid).
We do see the pending payment bookings, so that is not a problem.
Wondering if it is a (glitch?) that books them into an event even if they are just looking at what is available/exploring the dates etc…


Tony

  • Support Staff

July 11, 2018 at 4:06 am

Hi there,

Just to break this down so I can follow what is happening, for this:

They are going in to look at available dates / events then cancelling out of the process, however this seems to be enough to send us through their booking and they also receive the set up email message that confirms their booking.

The dates are displayed on the event details page, before a registration has started, so they are selecting tickets and then stopping on the registration form after adding their contact details?

In your first reply, you have this:

We do see that this booking is (INCOMPLETE) however it is causing much confusion and frustration at both ends…

Then in your second this:

We do see the pending payment bookings, so that is not a problem.

A status of incomplete can apply to both a Registration and a Transaction, however, an incomplete registration has no contact details assigned to it so EE can’t send emails for it, so I’m assuming the registrations are ‘Pending Payment’.

That’s expected but in that case, the user wouldn’t normally receive an email stating they had complete the registration.

So to confirm, registrations that have a Registration status of Pending Payment are receiving emaisl they state they have registered onto the event? – http://take.ms/1IVDC

If you go to Event Espresso -> Messages and look in the activity log, can you find the email there? If so what ‘Message type’ is shown on the that specific message? – http://take.ms/qLy92

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Updated by  Tony 5 months ago ago

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