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MoDiva
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September 6, 2016 at 12:16 pm
We have had dozens of Incomplete Registrations submitted over the last few days. One person called us to tell us they are unable to “proceed to payment page” after selecting the number of tickets at https://secure.semcoproductions.com/atlanta-home-show/buy-tickets-to-the-fall-atlanta-home-show/ So to clarify, she selected the number of tickets she wants, clicked the “proceed” button (which I changed to “add to cart”) then the next page loads (which asks for their first name, last name, and email) then she was unable to proceed from there and called us. This occurred 9/5/16 around 4:30pm. I see many many many attempts around this date/time as if she was going back to the beginning and trying repeatedly.
In an attempt to recreate an error, I tried turning off javascript in my browser to attempt to bypass the name/email fields but there seem to be backup methods to remind the user to fill those fields in.
What are some possible reasons for these incompletes?
Side note, when we review our logs from eventbrite ticket sales for last years show, we only had two abandoned carts out of 600+ ticket sales. With event espresso we currently have over 150 abandoned carts which is more than our actual ticket sales.
And a follow-up question: how can we capture the user’s IP address at the same time we capture the number of tickets they wish to purchase? It looks as if the IP is only added after a successful transaction but I need it sooner so I can see if this is one person trying 100 times (which would be no big deal, i.e. probably user error) or 100 people trying once (which would be a huge problem).
We had a huge advert campaign launch today and my client is distressed over this, which in turn is stressing me out!
We are running wp4.6 and ee4.9.9.p
Thanks,
M
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Josh
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September 6, 2016 at 12:42 pm
then she was unable to proceed from there and called us.
It’d be good to find out the exact error message they saw when they were unable to proceed.
Side note, when we review our logs from eventbrite ticket sales for last years show, we only had two abandoned carts out of 600+ ticket sales. With event espresso we currently have over 150 abandoned carts which is more than our actual ticket sales.
Since Event Espresso is a self-hosted product its reliability is affected by the server it runs on, as well as other plugins. You can get the same level of reliability you had with Eventbrite with Eventsmart.
how can we capture the user’s IP address at the same time we capture the number of tickets they wish to purchase?
Your webserver already does that: you can get a copy of your access_log file. Or you can use a service that logs client IPs, browser, referer, etc. One example is https://clicky.com/ which offers that and has a free plan.
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MoDiva
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September 6, 2016 at 2:28 pm
Thank you for your prompt reply.
There was no error message for this particular woman, she only stated that she was unable to proceed, i.e. the “proceed” button would not click for her. Unfortunately I’m not the one who spoke with her and that’s all the info I have. But it was that phone call coupled with the huge amount of incomplete registrations that has my client freaked. I was unable to find the phone callers name (or anything like it) in the incomplete registration list in EE, but saw that there were many blank registrations with the same ticket number around the time she called us, so I assumed that was her trying over and over.
Downloading/combing through the access logs whenever I have an incomplete reg is a complete pita. So, from within EE, how do I get the “Registration placed from IP” and “Registrant User Agent” to populate with my incomplete entries like it populates with my successful entries? In other words, what code do I need to add and where do I need to add it, in order to make these fields populate? It’s obviously somewhere in the EE code since it populates when the registration is completed.
To recap, it would be super helpful for troubleshooting, if all of the registration session details were populated. These two fields are populated once the user selects the number of tickets and proceeds to the next screen:
Registration ID 172-2-1-a2c0
Registration Session fc0981aac6a77da690a30d5931edebce
but these two fields are not getting populated unless they complete the registration process:
Registration placed from IP
Registrant User Agent
What code do I need to add and where do I need to add it, in order to make these two fields populate once the number of tickets is selected and before the first/last name & email fields are populated?
Thanks again!
m
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Josh
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September 6, 2016 at 2:45 pm
What code do I need to add and where do I need to add it
To make the scenario you’re asking for possible, where you’ll add some code to a specific place, we’ll need to add in at least one filter hook to the core plugin. I’ll check in with the dev team on this.
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