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Pending Payment registrations causing overbooking

Posted: February 8, 2021 at 1:16 pm


Trojan

February 8, 2021 at 1:16 pm

For the courses we are selling, we have the default registration status set to “approved” but some are showing as “pending payment”. It appears that the pending payment registrations are not counting towards the class size limit – causing courses to be overbooked. How do we fix this?
https://www.loom.com/i/44bd630d06dc4fbd801d6f3dc78aea0b

One one of the pending payment registrations, the status shows as abandoned – what does that mean?
https://www.loom.com/i/24e5744fd9ce44b9b7dbf50ed89133fa


Tony

  • Support Staff

February 8, 2021 at 3:09 pm

Hi there,

You are correct in that Pending Payment registrations do not count towards the events sold values, only ‘Approved’ registration count toward those values. However, it is normal to have more registrations on a ticket than have been ‘sold’, it does not mean the event is overbooked.

So, starting from the beginning, what makes you say the event is overbooked?

How do we fix this?
https://www.loom.com/i/44bd630d06dc4fbd801d6f3dc78aea0b

Apologies but I’m not sure what that screenshot is trying to illustrate, that’s the modal used to apply/edit payments within the admin.

One one of the pending payment registrations, the status shows as abandoned – what does that mean?
https://www.loom.com/i/24e5744fd9ce44b9b7dbf50ed89133fa

It means the registrant added the attendee details and then stopped at the payment options step and/or never returned from the payment provider (if using an ‘offsite’ payment method).

Its a registration with a Reg Status of ‘Pending Payment’ (which all registrations will sit at before being Approved) with a transaction status of Abandonded.

The default registration status is applied when the user ‘finalizes’ the registration, so either they pay using an online payment method, or they finalize using an offline payment method (such as Invoice). Before that point, the registration will be ‘Pending Payment’.


Trojan

February 9, 2021 at 4:02 pm

Ok got it. thank you. On the thank you page, there is a button to view the receipt – but it just takes you back to the home page instead of to the receipt. How do we fix that?


Trojan

February 9, 2021 at 4:55 pm

There are no errors in the log related to this and both invoice and receipt are active in the messages > settings > html


Tony

  • Support Staff

February 10, 2021 at 5:55 am

If you go to Event Espresso -> messages -> Default Message Templates.

Is the Receipt template listed there? If not, go to the settings you mentioned above and move receipt to the disabled message type list, wait a few seconds the move it back.

Does it show in the template list now?

If it is already shown, click to edit the template and confirm that the toggle at the top of the page is green, like so: https://monosnap.com/file/pPPfT3JwcFwgaio2uCbhXEWJC8Wtcr

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Updated by  Tony 3 weeks ago ago

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