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Lara Olson
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January 29, 2014 at 8:02 pm
We just started using Event Espresso on a new site last week. Since we launched the site we have had about 1/3 of the registrations process without credit card payment. We’ve also had some orders process today without payment and completed registration forms/questions including required fields. How do we fix this?
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Dean
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January 30, 2014 at 1:39 am
Hi Lara,
Are these attendees marked as Completed or Incomplete in the attendee overview?
Event Espresso will log EVERY attendee that gets to the confirmation page, but will mark those that haven’t paid as incomplete. Incomplete attendees do NOT count towards any event capacity maximum – basically their spot has not been reserved.
If they are being marked as Complete but payment is not received, then we have an issue that needs looking into.
Please advise.
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Lara Olson
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January 30, 2014 at 5:39 am
Hi there,
Thanks for the info..
I seems like we have two separate issues going on. We have some registrations coming in that are complete except for the credit card payment. These orders are marked incomplete and have the red exclamation mark showing up under status. I think the customers are navigating away from the final page of the registrations process (maybe they want to add something else to the cart) and when they click on “do you want to leave this page” the registration is sent to EE and the customer gets the Thanks for Registering page. They never reach the payment page to enter their credit card info. Can we change this? It’s causing a lot of confusion with customer and staff and I fear that we’ll treat these registrations as final and never receive payment.
Then yesterday we had a run of about 9 registrations that are marked as incomplete but under the status column it was the green check mark. So at first glance the orders look fine. But under the Type column where it usually says authorized.net in says Added by Admin. These registrations are not completely filled out. Only the first 4 fields are completed and everything else including required fields are blank.
Any idea what’s going on with these??
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Dean
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January 30, 2014 at 6:39 am
Hi Lara,
1) If the user navigates away from the registration they will not see the thank you page, but it is possible that they are getting to the payment page and then navigating away.
If you are only using one off site gateway (such as PayPal) then there is an option to skip thepayment overview page and redirect the user straight to the gateway – go to Payment Settings > the gateway you use > look for Bypass Payment Overview Page. If it exists it allows the payment page to be skipped so set to yes.
Of course if you are using multiple gateways or use an onsite gateway this wont be of any use.
2) An attendee that is Complete and marked as “added by Admin” has been added from the admin area rather than registering from the front end. As such you will need to discuss with your colleagues who has added them and why the data has not been filled out.
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Lara Olson
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January 30, 2014 at 6:49 am
So if we are only using Authorized.net as our payment gateway I should make the setting changes you listed??
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Josh
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January 30, 2014 at 8:24 am
Hi Lara,
If it’s Authorize.net SIM, you can make the changes that Dean advised.
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Lara Olson
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January 30, 2014 at 8:31 am
It’s not SIM it’s AIM. I don’t know that the difference is…
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Josh
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January 30, 2014 at 9:11 am
The difference between AIM and SIM is AIM takes the credit card info on your website. SIM takes the credit cart info on Authorize.net’s website.
This part of your question:
But under the Type column where it usually says authorized.net in says Added by Admin. These registrations are not completely filled out.
Indicates that someone was adding these registrations via the backend. Can you check with your team to see if someone had added some registrations via backend/admin?
If people are filling out the registration form but don’t pay, you can send out payment reminders.
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