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jokadesign
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July 27, 2017 at 8:47 am
Hi
I wondered if you could help with the huge booking failure rate we have. The amount of failed and incomplete bookings seems too high. I have just been into the system and something must have gone wrong – there are 4 people who have just tried to register (2 places each) and who have incomplete bookings – that is 8 places in total which may be lost. Could you advise why the failure rate is so awfully high?
There are 251 incomplete bookings on EE and that is not including the many I have deleted because they were mucking up the booking system and amount of places available. Any feedback and improvement would be great. In the meantime I have emailed the recent 4 registrants to find out what went wrong.
Thanks
Joe
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Josh
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July 27, 2017 at 10:32 am
Hi Joe,
You can go into the Transaction (from Event Espresso > Transactions) and actually see which steps they completed. You click on the “view additional transaction session details” link. There you’ll be able to see at what point they stopped. For example if they completed the registration information step, then abandoned the process at the payment step, the Registration Step Progress will look like this:
https://www.evernote.com/l/AAR1AvbBNhNJPLiBzR2gEKQgUS6e07CoswI
If you check through the incomplete transactions you should be able to see a trend if it’s the same issue for the majority of those.
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jokadesign
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July 27, 2017 at 11:08 am
Thanks Josh. They all seem to fail at the point of payment. e.g:
Attendee Information : Completed
Payment Options : Initiated July 27, 2017 9:18 am
Finalize Registration : Never Initiated
As a trend, this suggests these are all getting cold feet at the point of pressing the make payment button. This seems a little unbelievable, don’t you agree? Unless there is a particular problem with Paypal itself, which seems unlikely, I’m wondering if the records are lacking vital detail about why people are failing to go there from the registration pages. Your advice is appreciated.
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Josh
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July 27, 2017 at 11:17 am
If the Finalize Registration step was never initiated, that means they did not click the button to go to PayPal. You do have their email address (since they completed the Attendee Information step). You can send them a payment reminder via the Transactions list table (you click on the envelope icon under the Actions column). You can also add a note to the Payment reminder email template that asks them to contact you if they had any trouble with the booking process.
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