Support

March 21, 2016 at 5:15 pm

Hi there,

The 94 would have been those that registered but did not pay if you’ve set the default registration status to Pending Payment. When the default registration status is Pending Payment, only paid registrations get counted toward the maximum registration limit.

It’s possible to oversell if more than one person is buying the same last available ticket at exactly the same time.

March 22, 2016 at 8:25 pm

Hi there,

Registrations are counted when someone fills out the registration form but have not necessarily paid yet. If you prefer to limit the registrations (regardless of payment) you can set the default registration status to Approved. This will count each registration toward the limit, even if they do not pay for the ticket.

March 28, 2016 at 10:37 am

Hi Jason,

There are a number of items that need to be completed to avoid any further overselling as well as to get to the bottom of what’s happening on your site. These are:

1) You can disable further sales for this event until the number of sales can be verified by going to edit the event and where it says “Event Registrations Options” you set Display Ticket Selector to No. This will prevent further overselling.

2) Can you double check to see if Auto Return is still set to Enabled in your PayPal account? There was another thread where you said it hadn’t been, but is now, and we’d like to make sure it’s still enabled.

3) We would like to make sure that wp-cron isn’t disabled on your server. Can you send FTP credentials via the redeem a support token form so we can verify?

4) Event Espresso has recorded 258 Approved Registrations and 109 Pending Payment registrations at this moment for your event. Some of the 109 Pending Payment registrations may have actually paid, but if wp-cron has been disabled on your server, that would cause some of these to not get updated from Pending Payment to Approved. Can you check the PayPal account to see if any of the 109 Pending Payment registrations may have paid?

March 28, 2016 at 1:22 pm

The best way to ensure you’ll have the correct number of paid registrations listed in Event Espresso is use any other payment method other than PayPal standard. I can recommend Stripe or Braintree.

March 28, 2016 at 2:27 pm

Those are okay. Authnet AIM is recommended over SIM.

One problem with sending ticket buyers off to another site like PayPal is they might abandon the process there (especially with PayPal because many folks think they need a PayPal account when they get to the PayPal.com site).

Many have found the conversion rate to be much better when the payment form is right on your site. This also helps prevent the issues that can happen if the ticket buyer never returns to your site (because they stay on your site during the payment step).

Regarding the screenshot with the registrations outlined in red:

The majority of the registrations that were outlined in red have Approved transactions that happened 5-45 minutes later that were made by the same people.

31397 see registration ID 31398

31381 see registration ID 31832

31249, 31250, 31251, 31252; see registration ID 31253

31206, 31207 see registration IDs 31208 and 31209

30658, 30659, 30660, 30661see registration IDs 30569, 30570, 30571, 30572

It appears that they’re registering on your site first, then abandoning at PayPal, then they come back to your site and register again. Can you check to see if multiple payments were received for the above registrations or is it just one for each transaction?

The above is another issue you’ll avoid by including the payment step on your site.

March 28, 2016 at 3:13 pm

EE does display a sold out message, but the problem you’re seeing may be due to several people trying to get that last ticket while it’s still available. There’s a brief window of opportunity to oversell when the last available ticket’s registration is in progress. The window is open when the last few tickets that are available and are added to a cart, and the window closes when the registration status is set to Approved. This can take a few extra minutes to set that status to Approved when the payment is made using the PayPal Standard gateway, which leaves the window open longer than it would if the payment happened on your site.

March 29, 2016 at 10:02 am

PayPal Pro will certainly keep the payment step on the site. If they’re not already aware, there’s a monthly account fee with PayPal Pro, which isn’t the case with Stripe or Braintree.

April 4, 2016 at 4:45 pm

The 367 regs number includes registrations that were started and didn’t finish and where they haven’t paid.

April 4, 2016 at 5:34 pm

If you change the sell until date in the ticket editor to a date after 2016-03-25 it will continue to allow more sales.

April 5, 2016 at 8:38 am

It should, but I mentioned this before that you can be more sure if you use an on-site payment method. This is partly because of the lag between someone paying on PayPal.com and when Event Espresso gets the notice they’ve paid. So what can happen is someone buys the last ticket, goes to pay at PayPal.com, and in the meantime, someone else goes and buys that last ticket because it technically hasn’t been sold yet.