Posted: June 19, 2015 at 5:14 am
I’m trying to understand the “Incomplete” registration view.
As you can see in the screenshot [http://snpy.link/YrXQxB], it’s not explained in the on-page help. We’ve got almost as many registrations listed as incomplete as we have under “View All” (which doesn’t include the incomplete ones).
Additionally, none of the incomplete registrations have a name associated with them or any attached contact, when I drill in to view the details.
I’m just trying to understand the purpose of this view and to make sure that I don’t have any actually incomplete registrations that are falling through the cracks. I understand the Incomplete transactions, when people have registered, but not paid, but this is different; there’s no actual registration. There’s really no information.
My default registration status is Pending Payment and we’re currently on 4.7.1.
Any clarification would be really appreciated. Thanks!
The purpose of the Incomplete registration view is to help spot registrations that have incomplete transactions.
Do you have any caching on your site, either from a plugin or at the server level? If so have the EE pages been added to the whitelist (excluded from caching)?
Additionally, I just realized that when I use the “Select Status” dropdown to filter for “Incomplete” status, I only get the empty results referenced above, and not the actual incomplete transactions. I am able to find actual Incomplete registrations (orange status) with attached contact information when I manually wade through the registrations.
No caching at all. No caching plugins. The following in our php.ini to prevent any caching:
And the following in the .htaccess to do the same:
I understand the idea of catching registrations with incomplete transactions, but that’s not what seems to be happening in my case. There’s no registration; there’s no contact. It’s just something listed as an incomplete registration with very little other information.
The real troubling part is, as I mentioned in my second response above, the actual incomplete registrations (those that are linked to a contact) are not being shown. I have to track them down manually.
Any idea what’s going on here?
First, I’ll explain what’s happening, then we can dig deeper into your other questions.
For various reasons Event Espresso starts a registration very early on, and it stores these registrations very early on in the database.
So when you select a ticket on the ticket selector and click to register an Incomplete Registration is created with a Failed transaction note this is before ANY information has been entered, other than a ticket selection.
So to show that, here is the view of Incomplete registrations on one of my test sites before I select a ticket for one of my events – http://take.ms/7LZDG
Note the ID of the latest one is 780.
Now I select a ticket on one of my events and click register now – http://take.ms/U2nll
Event Espresso is now asking for registration information for that event (I have NOT entered anything else yet) – http://take.ms/6pG59
Now I’m going to refresh the Incomplete view in a another tab – http://take.ms/KTulE
Now EE has created an Incomplete registration (because it doesn’t have any Attendee details, the registration itself is Incomplete) with an ID of 789.
Now back in my event tab, I’ll enter the details and click ‘Proceed to Payment options’, so now I’m here – http://take.ms/5eSb3
Back to the Incomplete tab and refresh – http://take.ms/cJCcr
Go to the Main registration overview – http://take.ms/MteFU
The registration updated the details as the attendee input the details.
So… if I hadn’t have input those details, the Registration would have remained Incomplete, you don’t see a contact assigned because there is no contact (EE hasn’t been given the details to create one) if I had have closed the browser before adding the details, again the registration would remain that way.
Now if I finalize the registration by selecting a Payment method… I will use Invoice. I’ll be directed to the Thank you page and my Transaction updated to the correct status of ‘Incomplete’ (Different from a Registration status of Incomplete)
Select Invoice, Finalize Registration, directed to thank you page – http://take.ms/TNC3n
Check the registrations view – http://take.ms/njFD8
So Incomplete REGISTRATIONS can be created by a user simply selecting a ticket and then closing the browser. There is no contact info available, because none was entered.
So far does that all make sense and if you follow along with the same test, does the same happen on your site?
First, thank you Tony. I really appreciate you taking the time to walk me through that in detail. It was extremely helpful!
Yes, this makes sense to me. I understand the process through which Incomplete registrations get created and how they can end up not linked to a contact. It is far clearer to me now. (Again, thank you.)
So far so good…
Your most welcome, Matthew.
Ok, so now you know what’s happening…
Is this within Event Espresso -> Registrations?
You see Incomplete registrations with contact records assigned?
Yes, when I’m in Registrations, there are incomplete ones tied to contacts. I realized this when my registration CSV export had fewer rows than were being shown under Event Espresso -> Registrations.
I tracked the difference down to incomplete registrations (tied to a contact) that were being listed under “View All Registrations”. I guess this is because the transaction was abandoned.
You can see the screenshot above. Obviously, in this case, they went back and completed a new registration. But their abandoned cart/registrations are still being shown. However, they are not being shown when I go to the Incomplete view. I thought that abandoned registrations/transactions, like these, were the point of the Incomplete view.
Those are not incomplete registrations. They are Pending Payment registration with Abandoned transactions.
Registrations with contacts assigned to them should never show in the ‘Incomplete’ view.
Once a registration has a contact, it is no longer Incomplete and so is removed from that view. The ‘Incomplete’ tab is the ONLY section that show incomplete registrations. The reason for the Incomplete view is to allow you to differentiate between those two.
Your in the All Registrations view, so if you scroll down to the very bottom, you’ll see a legend for that view – http://take.ms/j5Zib
If shows a legend for the whole view, however the colour squares relate to the Registration status bar, which is the colored bar on the left – http://take.ms/E5kav
So in your example – http://take.ms/ewT8V
Abandoned Transactions mean the user has either selected an Offsite gateway (such as PayPal) then closed the browser (or paid and not clicked to return to your site afterwards)
Or the user go to the Payment selection, clicked on, then didn’t click to Finalize the registration.
Registrations with Abanonded Transactions will not show in your CSV list (unless they have been manually ‘Approved’)
Ok. Again, thank you for taking the time to explain this to me.
I was confused, because I assumed the color legend corresponded to the color of the date/cart, not the color of the sidebar (which differ only apparently when the transaction is abandoned like in my example).
Your explanation makes complete sense.
One last question; does the way Event Espresso handles registrations (creating them as incomplete and then updating/linking to a contact as the information is entered) also explain there being a large number of failed transactions that are also not linked to contacts?
Thanks again for the help and insight. It’s greatly appreciated!
All registrations have their own status, all transactions have their own status. There are many factors the determine the status of both so its possible to have registrations with almost any status associated with transactions with any status.
The best way to view this is to place some registrations and stop at various places, comparing the status of both the registration and its transaction.
Yes, all registrations have a transactions.
A transaction can have multiple registrations assigned to it but the same applies from above, when the Incomplete registration is created a transaction is created with a status of failed. Again this updates as the registrant provides addition details (the type of payment gateway selected also effects this)
If you have any further questions just let me know.
Just want to say thank you again Tony. You’ve been really helpful, and I appreciate the clarity and thoroughness of your responses.
Have a great day!
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