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yleemans
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February 2, 2017 at 11:52 am
Dear,
I experience a big problem: people are already registered when clicking/choosing the payment method and before even clicking the ‘proceed to payment’ button !
What is the fix ?
THanks
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Josh
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February 2, 2017 at 12:50 pm
Hi,
What is the problem exactly? We’re you expecting them to fill out the payment form before filling out the registration form?
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yleemans
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February 2, 2017 at 1:06 pm
i would expect that the registration is only inserted in the database when clicking the ‘finalise payment’ button as third step in the registration process ? a lot of people just check out the order forms without proceeding to payment..
is there no way to prevent this from happening ? a lot of people are now double registering without knowing..
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yleemans
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February 2, 2017 at 1:17 pm
plus the email confirmations are not sent at this first step so people don’t know they already registered by clicking the first ‘register’ button?
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Josh
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February 2, 2017 at 1:28 pm
The registration form information is inserted into the database when the form is submitted. This allows for paying later (e.g. some sites use the pay by invoice option).
Technically though, their registration is not complete. The registration process has been started, but their registration isn’t holding any tickets or spaces available for that event. So even if they come back later and start another registration, they’ll only have access to the tickets they actually pay for.
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yleemans
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February 2, 2017 at 2:03 pm
To clarify, I’m talking about ordering tickets and my set up does not require registering as a user. I just checked and what I explained happens when I’m logged in as admin. So then from the moment I click ‘Register’ I’m in the database, which is still strange (?). When logged out, it does not happen when clicking the ‘register’ button on the tickets page.
However, when looking at some orders, there are some with no email confirmations when I look at th related messages. Is this normal ? I have a lot of double orders … how prevent this ?
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Josh
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February 2, 2017 at 3:15 pm
The registration form captures the registration information. So when they click on the submit button at the end of the registration form, it adds the registration info to the transaction. Taking one step back, the transaction actually starts when they submit the ticket selector. But if they abandon the process and don’t go on to fill out the registration form, those transactions get cleaned up later.
You’ll need to find out why people are coming back to register again later to find out how to prevent it from happening. For example, is the registration form lengthly, so they come back at a later time when they have more time to fill out the form? There may be other reasons, and you can follow up with them to find out.
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yleemans
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February 3, 2017 at 8:13 am
After some inquiries, it seems that a lot of people trying to book a ticket receive an error message at some point. They don’t receive email confirmations and so they restart their booking. In the back end though they are registered from the first try but I don’t see related email communication. Around 10% of the bookings seem doubles. What could cause the error messages ? Maybe clicking too soon on the finalise booking button when the selection of the payment method is still in progress ?
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Josh
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February 3, 2017 at 9:06 am
Can you find out the exact error message? If we know the error message we can make a better guess on how to fix the condition that causes the error message.
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yleemans
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February 4, 2017 at 10:06 am
Hi, one of the problems (I don’t knoz if it’s the only one) is that the process hangs when selecting the payment method. The wheel keeps turning and nothing happens. I had this customer click the cancel link then and then came the message that the registration was cancelled, although that in the back end the data was still there (though without related messaging so no confirmation email has gone out).
Second time he tried it went fine.
Could it be a server or device connection speed problem (he was on an 2G connection at that time) ? But then still not finalising the order and even clicking the cancel-link should not lead to registration of the order in the database ??
Please help because this is very annoying..
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Josh
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February 6, 2017 at 7:49 am
he process hangs when selecting the payment method. The wheel keeps turning and nothing happens.
There may be some fatal errors on the server happening at that point when the wheel keeps turning. One possible cause is the WP memory limit was hit. You can increase the amount of memory available for WordPress by following this guide:
http://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP
You can use an [FTP client][1] and [a text editor][2] to edit the site’s wp-config.php file:
[1]: http://codex.wordpress.org/FTP_Clients
[2]: http://codex.wordpress.org/Editing_Files#Acceptable_External_Editors
This will avoid potential errors with recording the registration data due to your server running low on memory.
Also, you can try the setting that encodes the registration session data. This can prevent fatal errors on some servers. It’s recommended to try this setting during off-peak registration times just in case your server doesn’t allow using base64encoding (some of the cheaper shared hosts don’t). You can set Event Espresso to encode session data by going to Event Espresso > General Settings > Admin Options and set Encode Session Data to Yes, then save. After you save this setting, it’s important to test a registration to make sure your server supports encoding data.
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yleemans
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February 7, 2017 at 10:18 am
i set the encode session to yes. for now no error messages.
but the other problem still remains: when someone goes beyond the first button to register for a ticket (no login required) and cancels after this one the order, the data still stay in the database? how to solve this ?
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Josh
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February 7, 2017 at 2:32 pm
That’s actually expected behavior. The data should not get deleted if they cancel a registration.
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