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Registrations cancelled but not by us…

Posted: June 9, 2021 at 3:43 am


SupercarDriver

June 9, 2021 at 3:43 am

Hi, we’ve had a few clients email us to say that events aren’t showing under ‘my events’ after looking it seems as though their registration has been cancelled but none of our staff have done this and the client hasn’t either.

There’s no way of seeing when or why it was cancelled and the worry is there are more registrations that are set to cancelled wrongly but the clients haven’t noticed yet.


Tony

  • Support Staff

June 9, 2021 at 4:07 am

Hi there,

Event Espresso doesn’t have any code to automatically cancel registrations without admin intervention and we also don’t include any method for users to cancel their own registrations by default. Part of the reason we don’t include this is to prevent issues like the above, as there is no way to know who/why that registration was cancelled for sure now.

I know from your previous posts that you are using my snippet to add a cancel link into the my events section of the WP User Integration add-on and the most likely cause of this is users accidentally clicking the cancel link there.

(The code in use within that snippet already checks for valid data and confirms the current user that is logged in matches the att_id passed to the function before it will do anything, so it can’t just accidentally cancel various registrations)

The only way you are going to be able to confirm if those registrations should be cancelled it to filter them down and email the users to confirm.

Event Espresso -> Registrations.

Select the Cancelled status at the top of the page and click filter.

Now you’ll see the cancelled registrations in the system, you could create an email to send to those users saying you noticed their registration has been set to cancelled and wanted to confirm, which I presume is better than those users showing up on the day when you aren’t expecting them to.


SupercarDriver

June 9, 2021 at 4:49 am

Hi Tony, thanks for the speedy reply.
Having spoken to the clients they haven’t cancelled them. The latest person is saying that all of their registrations are now set to cancelled/unconfirmed.

It’s not all on the same event either which is weird, I can’t see any correlation between each user or each event.


Tony

  • Support Staff

June 9, 2021 at 5:06 am

The first thing I would do is comment out the code used to add the cancel link to the my events section for now, it’s one less thing to juggle with the above.

What is ‘unconfirmed’ above?

If you view one of these registrations in the admin, does it look ‘normal’?

View the transaction for one of these registrations, again, does that look ‘normal’?

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