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ScienceGrrl
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October 2, 2013 at 4:15 am
hi all,
I have been selling tickets to a lecture using EE. They all sold quickly (good!) but now I am dealing with problems with the tickets. Many of these are the expected email going to spam folder or client unable to use Paypal which is fine, not an EE problem.
But I have 10 instances where my Paypal a/c has a payment relating to a ticket purchase but no tickets exist in the database.
In some of these cases no emails were sent to the purchaser. But in some the purchasers were sent confirmation emails with their tickets attached, but when they click on these ‘tickets’ to print out, instead of getting a valid ticket, it just gives out site’s home page.
All the tickets have been sold and these phantom tickets are neither on the database, that I can find, nor have been counted in the ticket total. But the users think they have received valid tickets and aren’t going to find out until they actually try print them that there is a problem 🙁
In 9 out of 10 cases, the purchaser had made an identical or very similar purchase a short while before.
Any suggestions as to what is going wrong?
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wp: 3.6.1
EE: JSON API v2.0.3.p, Event Espresso v3.1.35.P, Ticketing v2.0.10.2.p, Recurring Events v1.1.7.1, Social Media v1.1.5.1, Events Calendar v2.0.6.2, Roles & Permissions (BASIC) v1.5.4.1, Multiple Event Registration v1.0.4, Custom Files v3.1, Social Coupon Integration v1.5.3.1, MailChimp Integration v1.1, WP User Integration v1.9.7.2
EE – new installation
registration page – this no longer exists as all the tickets have been sold so it was simpler to take down the link than deal with the queries. It was linked to from here http://sciencegrrl.co.uk/events/event/particle-physics-lecture/
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Dean
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October 2, 2013 at 4:43 am
Hi,
It sounds like they havent finalised the registration (paid and been marked as completed or pending) and have hit the back button to create a new registration. This WILL over write the previous registration.
We have placed a message on the payment screen advising them of this if they hit the back button or try to move off the page and that is working. Therefore the only thing I can think is that they havent completed the first registration and then go back, disregarding the message and create a new registration.
In the General Settings, is the option “Send registration confirmation emails before payment is received?” set to Yes or No?
Have you spoken to any of the customers to get an idea of the process they are following? Or if any errors messages have come up?
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ScienceGrrl
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October 2, 2013 at 5:04 am
The “Send registration confirmation emails before payment is received” is set to NO
You may be right that the user has incorrectly used the ‘back’ button, but this doesn’t explain how they have been sent the confirmation emails with invalid ticket links. I can forward you one of these emails as an example if you let me know your email address.
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ScienceGrrl
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October 2, 2013 at 5:06 am
I have spoken to 2 of the customers who just said that they didnt get any error messages, it all looked as though it had worked to them. But as it was several days ago I don’t think this is very reliable.
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Dean
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October 2, 2013 at 5:10 am
Is there any chance of login details? I may need to make a test event and some fake registrations.
If so, please send them via https://eventespresso.com/send-login-details/
NOTE: login details need to be Admin level and FTP details are appreciated.
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ScienceGrrl
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October 2, 2013 at 7:57 am
Thanks Dean – you have been sent the login details
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ScienceGrrl
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October 2, 2013 at 11:36 am
<bump> any progress with this? Sorry, but this is creating an incredible problem for me.
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Dean
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October 3, 2013 at 12:58 am
Hello,
We have not received your login details for some reason. Please can you resend via support at eventespresso dot com and we can look into it from there. Please link to this forum thread in your email.
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Dean
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October 3, 2013 at 6:09 am
Thanks for the login details.
I cannot see any issues with this. As such I have turned on “Full Logging” in the General Settings. While it is a pain, I need you to carry on as normal and when another registration issue occurs, advise me.
Then I can turn off the logging (this is important or you will get a huge file on your server) and see if there is anything in the log file that can help us work out what is happening.
I would suggest contacting the customer as well and discussing the process/error messages/etc.
Sorry I can’t be much more help currently, we simply need more data as nothing is obviously wrong.
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