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Incorrect Status when Waitlist Promoted

Posted: April 25, 2022 at 12:41 pm


Susan Perry

April 25, 2022 at 12:41 pm

When a space opens up and someone on the waitlist is offered a spot in a class, their registration is supposed to change from “Waitlist” to “Pending”. But this week we had two registrations that were promoted from the waitlist to “Approved” with an incomplete registration. We were able to catch these two instances, but worry that if this continues we may end up overselling a class or missing a registration.

Are you able to go in and change it so that anyone promoted from the waitlist is marked “Pending” until they pay for and complete their registration?


Joao Victor

  • Support Staff

April 25, 2022 at 3:22 pm

Hi Susan!

Thanks for reaching out.
As stated in our Wait List Manager add-on documentation article, if you are running a paid event, you can use the “Pending Payment” option to make sure the attendees pay before taking a spot in the registration list. However, if you have multiple attendees as “Pending Payment” and have a limited number of spaces in your event, then the first attendee will have the payment Approved automatically. You can disable this option and change it manually by changing the Auto Promote Registrants option to “No”:
Auto Promote Registrants option

Let us know if you have any further questions!


Susan Perry

April 29, 2022 at 12:44 pm

Hi Joao,

Our plugin all settings is already done from you suggested.

We seem to have an issue with the Waitlist plug-in since our last update.

Here is the sequence of actions, I hope this helps you for understand my query.

1) Registration is automatically promoted from the Wait List (due to a cancellation of another registration)
2) Registration should then become Pending Payment and incomplete, but instead, becomes Approved
3) Registrant receives promotion email with option to pay, but payment is unsuccessful after several attempts
4) I call registrant who confirms difficulties making payment and take credit card payment manually to complete registration.

Our concern is that when this happens, we have a registration marked Approved but payment has not been paid. We believe we have caught each of them so far.

Please provide solution for this.


Susan Perry

May 3, 2022 at 4:37 am

Hi Joao,

Status update please.


Joao Victor

  • Support Staff

May 4, 2022 at 11:33 am

Hi Susan!

Thanks for getting back to me.
Sorry for delaying with this.

1) Registration is automatically promoted from the Wait List (due to a cancellation of another registration)
2) Registration should then become Pending Payment and incomplete, but instead, becomes Approved
The default behavior is to keep the payment Pending until the attendee completes the ticket purchase through the email.

3) Registrant receives promotion email with option to pay, but payment is unsuccessful after several attempts
4) I call registrant who confirms difficulties making payment and take credit card payment manually to complete registration.
Could you please provide me with more details about the errors faced during the payment process? Are there messages displayed?

Except that, I also would like to ask you a temporary WordPress access to allow me to reproduce it and run a couple of tests (you can check with your hosting provider if they offer a staging environment to avoid affecting your real visitors).

Thanks!


Susan Perry

May 5, 2022 at 1:06 pm

This reply has been marked as private.


Susan Perry

May 9, 2022 at 3:48 am

This reply has been marked as private.


Susan Perry

May 11, 2022 at 4:09 am

Hi Joao,

Please update status


Susan Perry

May 13, 2022 at 7:51 am

Hi Joao,

Please update status of query


Tony

  • Support Staff

May 16, 2022 at 9:19 am

Hi Susan,

My apologies for the delayed reply here but I’ve been looking into this.

Unfortunately, so far I can’t reproduce the problem with registrations switching to be Approved rather than Pending Payment, each test I do on my test sites correctly switches the registration to be Pending Payment.

Is there a set of steps I need to take for this to happen?

And/Or can I run through those steps on an event on your staging site to view this at all?

With regards to the issues with payments, with PayPal Pro and the increasing rollout of IPV6 we have seen an increase in issues with payments being rejected by PayPal when using PayPal Pro. The reason for the increase is due to the fact that they don’t support IPV6 (but require we send an IP during the request).

See here: https://www.paypal.com/us/smarthelp/article/why-did-i-get-api-error-code-10747-ts1076

To prevent that you would need to switch to another PayPal payment method integration such as PayPal Express.

I noticed on one of the transactions within your staging site (Registration ID 59802, TXN ID 98851) the payment showed the error ‘The IP Address provided is invalid.’. Is that a transaction that had the above issue previously?

Or if you check one that you know had the above issue, does it show the same error?

Here’s a screenshot of what I’m looking at on the site: https://monosnap.com/file/hvllIyeT2FMqXeTsVrbM45pbWAT9Hn
(Note I’ve blurred a lot of details there but an IPV4 IP would be 111.111.111.111, IPV6 looks like 2001:0db8:85a3:0000:0000:8a2e:0370:7334)

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