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Refunded transactions don't free up their respective spots

Posted: March 14, 2017 at 5:08 pm


faeger

March 14, 2017 at 5:08 pm

Hi there
Normally when I refund a cancelled transaction, the respective spot is being put back and other users may buy the ticket.
This does not happen when I try to refund only a part of any transaction.
for example:
1. user A buys two tickets but then cancels one of them
2. I go ahead and refund the one ticket
3. now both tickets are locked but no spot is beeing freed up
From my POV I’d have to refund the whole transaction which makes no sense as the user would have to buy the first ticket again…
Any clue on why this happens and how to resolve this issue? We have hundreds of tickets being cancelled and the only solution we know of so far is to increase the ticket-limit everytime a user cancels.

…and even weirder: if I cancel any registration but then re-approve the same, the ticket-limit decreases again, although it’s the same ticket. This is really strange and it results in having for example only 1 spot left of three spots to begin with.
step by step reconstruction:
1. create an event
2. create 2 tickets
3. set the datetime and ticket-limit to 3
4. buying one of each tickets results in having 2 of each left (that’s ok)
5. cancel both tickets doesn’t change anything (that’s the problem!)
6. setting the registration-status of both tickets to “approve” again results in having only 1 of each left, instead of 2 of each (strange!)

Thanks for your help!
Cheers
Philip


faeger

March 14, 2017 at 5:08 pm

Hi there

Normally when I refund a cancelled transaction, the respective spot is being put back and other users may buy the ticket.

This does not happen when I try to refund only a part of any transaction.

for example:
1. user A buys two tickets but then cancels one of them
2. I go ahead and refund the one ticket
3. now both tickets are locked but no spot is beeing freed up

From my POV I’d have to refund the whole transaction which makes no sense as the user would have to buy the first ticket again…

Any clue on why this happens and how to resolve this issue? We have hundreds of tickets being cancelled and the only solution we know of so far is to increase the ticket-limit everytime a user cancels.

Thanks for your help!
Cheers
Philip


faeger

March 14, 2017 at 5:27 pm

…and even weirder: if I cancel any registration but then re-approve the same, the ticket-limit decreases again, although it’s the same ticket. This is really strange and it results in having for example only 1 spot left of three spots to begin with.

step by step reconstruction:
1. create an event
2. create 2 tickets
3. set the datetime and ticket-limit to 3
4. buying one of each tickets results in having 2 of each left (that’s ok)
5. cancel both tickets doesn’t change anything (that’s the problem!)
6. setting the registration-status of both tickets to “approve” again results in having only 1 of each left, instead of 2 of each (strange!)

…anyone?


Josh

  • Support Staff

March 16, 2017 at 8:49 am

Hi Philip,

I logged into your site with the details you sent and it will really help if you can give us a transaction ID of one of the transactions where this happened so we can investigate further.

Short of that, it sounds like where things went wrong was when you refunded the ticket. When you refunded the ticket, did you apply the partial refund to the registration, and set the registration status to Cancelled? Here’s a screenshot of the part of the Refund window that shows an example of how to apply the refund to the specific registration and cancel the registration:

partial refund


faeger

March 16, 2017 at 10:09 am

Hi Josh

I did exactly what you suggest in the screenshot. There are lots of reservations – incl. freetickets that are cancelled but not being put back…

For example reg-id: 2608 has been cancelled, but when clicking on the respective event I can still see that the ticket is being count towards the limit…

We really need help here as this problem increases daily!

Thanks
Philip


Josh

  • Support Staff

March 16, 2017 at 10:14 am

I can still see that the ticket is being count towards the limit…

Can you tell me exactly what you’re seeing that makes you think it’s being counted towards the limit?


faeger

March 16, 2017 at 10:24 am

Of course, Josh!

Take the following event for example:
https://www.faeger.ch/veranstaltungen/646a/

The event is called “Games gestalten…” and one could buy a total of 12 tickets for this event. That’s why all the limits are set to 12.

Now, if you have a look at the front-/ or back-end of the event, you can see, that there are only 5 tickets confirmed, but 7 tickets counted.

See the following screenshots:

1. Frontend-view, only 5 tickets left

2. Backend-view, the same (it says: “7 regs”)

3. Here you can see that 2 of 7 regs are cancelled

Can you see my point?

Thanks!
Philip


Josh

  • Support Staff

March 16, 2017 at 10:43 am

OK thank you for clarifying. Is there any reason that your site is on an older release candidate of Event Espresso 4? Your site has version Event Espresso – 4.9.32.rc.019, but the current version of 4.9.33.p (soon to be 4.9.34.p, we’re releasing that today).

The release candidate version may have a bug that is affecting your sold ticket counts that’s since been fixed.


faeger

March 16, 2017 at 10:46 am

There is a reason yes, we had to change some of the core-files in order to solve some issues and I don’t want to risk anything at the moment, as the site is live.

And: I recently uploaded “event-espresso-core-BUG-10537-cart-ticket-reservations” and I think this version is running now…

Are you sure this would resolve the issue? I couldn’t see anything related to that in the change-log…


faeger

March 16, 2017 at 10:48 am

.. do you think, this could be the needed change?
“Add button to Maintenance > Reset page: Reset Ticket and Datetime Reserved Counts”


Josh

  • Support Staff

March 16, 2017 at 10:54 am

Hi again,

I’m afraid we cannot support sites where the core files have been modified. Your changes may actually be causing these issues. What I can recommend is you move the changes into another plugin. There are hooks within Event Espresso core that allow customizations. If you’re in need of a hook to make a specific customization, you can add the hook in a pull request on Github.

And: I recently uploaded “event-espresso-core-BUG-10537-cart-ticket-reservations” and I think this version is running now…

You’re not running a current version of that branch, your version number doesn’t match that branch’s version number.


faeger

March 16, 2017 at 10:56 am

I only changed wordings as the translation wouldn’t be correct otherwise. So I don’t think that’s causing the issues…


faeger

March 16, 2017 at 10:58 am

Hi again

Okay, I will update to .34 when released today and will then check again wether the issue happens again.

When updated, would “cancelled” tickets be counted backwards automatically? Or do I have to do some manual work here?


Josh

  • Support Staff

March 16, 2017 at 11:02 am

You could also update to the current version of event-espresso-core-BUG-10537-cart-ticket-reservations. There should be no need to directly alter a core file to get a translation to work, instead you can use a custom translation function like what’s posted here:

https://eventespresso.com/wiki/how-to-change-wording-with-poedit/#custom-function

When updated, would “cancelled” tickets be counted backwards automatically?

I don’t know, because I don’t know why cancelled tickets aren’t getting counted correctly on your website.


faeger

March 16, 2017 at 11:06 am

But if I update to the “…BUG-cart-ticket…”-version, I would miss the main-update right?

What do you recommend doing in our situation? Could you, afte we made either one update, have a deeper look tomorrow?

Thanks!
Philip


Josh

  • Support Staff

March 16, 2017 at 11:14 am

We routinely merge the master branch into the BUG-cart-ticket branch, so that BUG-cart-ticket branch is usually very close to the release candidate.


faeger

March 16, 2017 at 11:16 am

So you would recommend updating with the BUG-branch? Where can I find this update?


Josh

  • Support Staff

March 16, 2017 at 12:11 pm

It’s the same place where you downloaded it to begin with:

https://github.com/eventespresso/event-espresso-core/tree/BUG-10537-cart-ticket-reservations


faeger

March 16, 2017 at 12:13 pm

Okay, thanks Josh for your help!

I will first try and update with this version and then – if the issue still occurs – I will update with the core .34-version and get back to you tomorrow.

Have a great day!
Cheers
Philip


Josh

  • Support Staff

March 17, 2017 at 10:54 am

Hi Phillip,

We looked into this further and found that the Wisdmlabs Event Espresso extension plugin is causing the issue you reported here. You’ll need to contact them and ask them to fix that plugin so that when a registration is cancelled, it will also reduce the TKT_sold and DTT_sold counts in their respective database tables.

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Updated by  Josh 2 years, 2 months ago ago

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