Posted: June 1, 2021 at 11:19 am
Does Event Espresso log anywhere what has actually been done?
We have an event/registrations/transaction that neither me nor the business manager can understand or fix. We’re both rather puzzled.
Details and screenshots here: https://www.pastefile.com/dr5vab
No, Event Espresso does not log individual tasks to see the exact steps taken on the above, we would generally use the EE_Transaction, EE_Registration and line items to get an idea of what happened.
However, there isn’t much we can work on with that transaction. I can’t tell you how that transaction got to that point but I’ll happily take a look within the admin to see if anything stands out if preferred? (If so you can send temp login details using THIS form)
I think the important part is the user having trouble paying online, whatever happened there and the steps the user took to try and work around it has messed up that transaction.
Any errors in the server error logs from around the time of that transaction?
The reason EE shows 27 tickets sold is because 7 of those registrations are set to have a reg status of ‘Approved’ and registrations with a status of Approved count towards the sold values.
I don’t think you’ll be able to ‘fix’ that specific transaction easily, it would likely be quicker to create the booking within the admin with the correct ticket quantities selected etc and then manually apply the payment to it before removing the ‘old’/current registrations.
I just talked to the business manager. She is working round the problem with the end customer, and he doesn’t seem too concerned. Therefore no need to log in and have a look, but thank you.
I can’t see anything of interest in the error logs.
She does seem to have a number of customers who have problems, maybe with their cards or the system, and then when they retry the registrations they were trying to make are reserved.
I know that Event Espresso automatically releases those reservations after a period of time (an hour?).
Is there any way that we could manually force that to happen?
Yeah, the default session lifespan is 1 hour (which determines how long the tickets are reserved for).
You can’t force the tickets to release but you can use a link to resume the registration, would that work?
If you go to Event Espresso -> Transactions, find the transaction in question in the list, click on the icon or copy the link address.
Then either send that to the custom or if the admin is completing the registration, open it.
That should reopen the payment options for that specific registration.
Another option is to also shorten the session lifespan, we have a snippet for that here:
However, note that the session lifespan is from when the user first submits a ticket on the ticket selector, all the way through to completion. If the lifespan expires before they reach the end and finalize they will need to restart the registration. If you are going to change that lifespan then we recommend no lower than 15mins although it is very much dependent on how long it takes the user to work through your registration process.
Thanks Tony, Good to know about the link. Sounds like that would certainly work, and give a good customer experience.