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Laurita Winery
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June 16, 2015 at 10:23 pm
we have customers that are receiving tickets even though their paypal transaction isn’t complete. in fact, someone who never even attempted to pay, still got tickets emailed to them. what gives?!?
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Laurita Winery
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June 16, 2015 at 10:31 pm
Here’s a screenshot of an incomplete registration.
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Michael Nelson
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June 16, 2015 at 11:06 pm
yikes. What is the “default registration status” in the Event Default settings tab? How about on the event in question? You probably want it to be set to “Pending Payment”. If it’s set to “Approved” on the event, that’s the problem.
If you have it set to “Pending Payment”, what version of EE are you running?
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Laurita Winery
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June 16, 2015 at 11:22 pm
The quick response is greatly appreciated!
Both the Event Default Settings tab and the event in question did in fact have the Default Registration Status set to Approved.
http://grab.by/I87Q
http://grab.by/I87U
So, now 2 questions:
1. I’m not clear on what that means. We have thousands of people register for our events… we can’t possibly have to approve each and every one manually, do we?
2. How can I tell which registrations received tickets even though they didn’t actually pay? Do I need to manually compare my registrations to PayPal?
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Dean
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June 17, 2015 at 1:30 am
Hi,
1. By setting the status to Approved, you are basically marking the registrations as complete, even though the transaction is not complete.
If this is not ideal change those options to read Pending Payment. Once the customers transaction is completed (i.e. they pay you), the registration status will automatically swap to approved.
2. Use the Transactions page. This will list who has paid and who hasn’t (the blue colour on the left means an incomplete payment).
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Tony
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June 17, 2015 at 1:58 am
I would use the Registrations page, although the transactions page Dean mentioned will also work, it just doesn’t list the attendee names.
If you go to Event Espresso -> Registrations you’ll see a list of all your current registrations.
Each registration has a ‘Transaction’ (which records the payments)
You can tell which registrants have paid by the colour of the transactions date in that list – http://take.ms/ANo78
The bars on the left as the registration status (there is a legend for these strips at the bottom) Green = Approved, Blue = Pending Payment. Yours will likely all be Green.
The colour of the Transaction data shows the Transaction status.
Green = Complete
Blue = Incomplete
Orange = Abandoned (they went to PayPal but did not then return back to the site, likely they did not pay but is possible)
So if you have an Approved registration (green strip) with an Incomplete Transaction (Blue date) then it is likely they have not paid. You’ll want to double check that within your PayPal account.
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Laurita Winery
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June 17, 2015 at 8:03 am
Thank you guys! I will change the Default Event Settings to “Pending Payment” and then go through each of our upcoming events to do the same. Then, I’ll look for all orange transactions and… and do what? If they bailed because they didn’t want to pay, how do I revoke their tickets?
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Tony
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June 18, 2015 at 4:12 am
Then, I’ll look for all orange transactions and…
Not just orange, orange and blue.
Transactions coloured green are transactions that Event Espresso has received notification of payment for, any other will need to be investigated.
If they bailed because they didn’t want to pay, how do I revoke their tickets?
You can not ‘revoke’ their tickets. But you can set the Registration status to Pending Payment (and also send the attendee a payment reminder email at that point) so that if the user does try to use the tickets, when you scan them in using the barcode scanner you’ll see something like this – http://take.ms/y0FGh
Notice the blue icons and it shows a status of Pending Payment, this would need to be checked when scanning the attendees. (Note you can not use ‘Continuous mode’ with the scanner as it would just automatically check-in the user)
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Laurita Winery
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June 18, 2015 at 11:11 am
If we were using barcode scanners, this would be the perfect solution! But since we’re not, I’m not sure what to do. We had approximately $1,600 worth of tickets be sent out and $0 to show for them. For past events we’ve just exported the attendee list and done some work in Excel to limit the columns that display and remove whatever rows we don’t need (like incomplete, etc). So for this event, I guess we’ll just need to leave the status column and make sure that the ticket checkers are collecting money for those people who’s status is “pending payment”.
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Tony
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June 18, 2015 at 12:02 pm
Once the registration has been approved and the tickets sent, the attendee has a copy of them so there is noway to revoke them, if you are not scanning the tickets on entry I’m not sure how revoking them would work anyway?
Within the CSV report you’ll see soemthing like this – http://take.ms/55xdC
Approved registrations with Incomplete transactions are very likely unpaid.
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Laurita Winery
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June 18, 2015 at 12:14 pm
I definitely understand that revoking the tickets would be impossible. But thankfully, we can sort the exported registrations and color code them (like this: http://grab.by/IbCy) so that our ticket takers at the door can see who’s tickets are paid for, or not.
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Tony
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June 18, 2015 at 12:20 pm
Ahh yeah I see, that works well.
Thanks for sharing.
If you have any further problems just let us know.
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