Support

August 21, 2024 at 10:56 am

Hello –

This is a re-post of an issue that (we think) is related to using Attendee Mover to transfer a ticket to a different ticket within the same event.

As background, we have a long history of support requests, related to being able to accept partial payments for our classes. Most recently, we switched from PayPal to Stripe, as a result of this forum ticket:
https://eventespresso.com/topic/paypal-showing-permissions-error-when-payment-is-made-for-remaining-amount-owing/

Here is the typical flow of a transaction
Student registers for a class and purchases a “Deposit Only” ticket to reserve their space.
Admin uses Attendee Mover plug-in (per your previous advice) to transfer the Deposit to a full-price ticket, resulting in a balance due.
Student logs in and locates the record to pay their balance.
If they miss the Early Registration deadline, their ticket is supposed to revert to a Regular Registration at a higher price, and this used to occur reliably but now it looks as if we will need to transfer the ticket again in those cases (see now-answered) support topic here: https://eventespresso.com/topic/auto-increase-price-on-early-registration-ticket/

Several problems have come up with this process, often resulting in broken registrations.

1) previous record for Deposit ticket is cancelled as expected, however EE will often delete that previous record, rather than retaining it as a cancelled registration. This may be a problem, since the original transaction is associated with that record.

2) if the cancelled record is retained, sometimes we receive an error when trying to review it from the registration history for that record, by using the link as shown in this screenshot (https://gyazo.com/956c3f08637d64153065ba426df8276d)

3) as expected, the cancelled ticket is shown on the transaction detail for the registration. Screenshots here (top of tranx detail page https://gyazo.com/a1cb30be892f4f777aed0c38a27405f3, and bottom of tranx detail page https://gyazo.com/e569755884c9e9f73493db30286c8494)

4) on the Registrations list, both records are shown, at least initially (screenshot https://gyazo.com/3a9acb66938d2c94d0acd848b4cd73de), however at some point, and I’m not sure when or how, the cancelled record is no longer shown. Perhaps this happens when the registrant attempts to make payment?

5) on the student’s Your Registration page, both records are visible, and both have a shopping cart available, which is potentially confusing, and might be a clue about what’s happening (screenshot https://gyazo.com/53feffadfa4581d03356acb2e056c9ea)

I am not sure if clicking on the link as in screenshot for item 2 may contribute to the problem so I avoid doing that, as a rule.

This does NOT seem to occur when a ticket is transferred between two different events . . . if you think that’s worth following up I could check some other examples to confirm.

All of this would be a bit troubling but workable, however it appears that when the student logs in and attempts to pay, they SOMETIMES break their record, and are unable to complete the process. I’ve had several cases where the the registration disappears and the transaction is orphaned.

Most recently, I’ve had one instance where both the registration details AND the transaction are deleted entirely. This student sent me a screen image from their payment attempt (here https://gyazo.com/7e4d48bc8c692ba055897e0aee854516). When they tried again (not sure if they went to the Event Cart or to their Your Registrations page) there was no registration at all on the screen. I pulled a report on this event yesterday which has her registration including Reg ID, Tranx ID, payment info and dates etc. Searching Event Espresso, all trace of their registration is gone, from their user profile, from Registrations, from Transactions. Our transaction log in Payment Methods does not go that far back, but the payment processor does have a record of their payment.

Thinking this was a cart issue, I did update the settings on our website cache, as noted elsewhere in forums (here: https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/)

I am stumped, and really need a solution to these issues. We rely on Attendee Mover and hope it’s not broken.

Thanks!