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Sold tickets number not matching approved attendees nor CSV attendees.

Posted: July 15, 2019 at 3:18 am


midnightfestival

July 15, 2019 at 3:18 am

Hi,

I have a problem with my events. The number of sold tickets does not match the number of sold that appears in the event & date times section nor the number of attendees, that appears in the upper right part of my event editor, nor the number of attendees in the CSV report.

I’m currently running Event Espresso 4.9.82.p and an alternative payment gateway from ZhenIT software called “Redsýs gateway for Event Espresso 4” version 4.0.

All the plugins, as well as my WordPress version, are up to date, so I can’t find the problem.

I hope you can help me. This is a very big problem for us when it comes to accounting because we don’t know which number is the correct one, and we must have a final number of sold tickets in order to have all our taxes up to date.

Thanks in advance.


Tony

  • Support Staff

July 15, 2019 at 8:42 am

Hi there,

May I ask, is the Redsys payment method an ‘Off-site’ payment method?

Meaning the user is directed to their server to make a payment and then directed back to yours with an ‘IPN’ request to indicate payment has been made?


midnightfestival

July 15, 2019 at 1:21 pm

Yes,

When the customer gets to the payment part it’s redirected to the bank payment page (a different URL from our page) and when the payment is done it gets redirected back to our page to the “Thank You” page.

I don’t exactly know the meaning of “IPN” request.

In the case of mismatch, if we can’t solve the issue, which is the correct number to look at? The rows on the CSV or the sold number in the “tickets” part?

Thanks in advance.


Tony

  • Support Staff

July 16, 2019 at 5:41 am

Ok, if the user is directed off-site and then sent back to the site afterwards, it’s an offsite payment method. (EventEspresso.com did not developer the RedSys payment method, so we know little about it and do not provide support for it).

An IPN request is a separate request your payment provider sends back to your site (separate from sending the user back to the site) to pass information back to your site and say that a payment has been made.

What can happen is the user can be send back to the site and the IPN hits the site at the same time, meaning the ‘sold’ value is updated twice and throws off the count. We spent a significant amount of time developing methods to reduce that race condition down as much as we could.

I’m not saying that’s the problem, but it’s a possibility.

Do you/have you use the waitlist feature in the past?

In the case of mismatch, if we can’t solve the issue, which is the correct number to look at? The rows on the CSV or the sold number in the “tickets” part?

The number shown here – https://monosnap.com/file/gg5klBJgulpK0X7s9RsxRrVuwIOe7t

Is a ‘live’ count of the ‘Approved’ registrations on your event, by default that would be the user that have registered and paid for the ticket. Or the registrations you have manually approved.

Can you add a screenshot similar to mine that thats the problem on your site?

https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots

You can set the reply to private so only EE support can view it if preferred.


midnightfestival

July 16, 2019 at 7:15 am

This reply has been marked as private.


Tony

  • Support Staff

July 17, 2019 at 9:46 am

Ok, so the ‘Approved Registrations’ number at the top right is a correct count of the registrations in EE that have been switched to have a status of ‘Approved’.

That number, plus the ‘Pending Payment’ number is equal to the total number of ‘Regs’ on your ticket (which is expected), but the ‘Sold’ values have likely been updated incorrectly on the ticket/datetime.

Do you/have you used the waitlist feature within EE at all? I’m guessing not based on the numbers, but need to double-check.


midnightfestival

July 19, 2019 at 5:55 am

This reply has been marked as private.


Tony

  • Support Staff

July 19, 2019 at 6:10 am

The waitlist feature is essentially a way for users to continue to register onto an event that has been set to sold out so they can show interest/take a place if someone cancels.

You would need the Waitlist add-on and at one point there was an issue with that add-on which would cause the sold values increment multiple times when ‘waitlist’ promotions were promoted to ‘real’ registrations which I why I asked if you’ve used it.

Based on the above it’s unlikely you are as you set the options on the event itself when using it.

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Support forum for the Ticketing add-on.
Documentation for Ticketing Add-on
http://eventespresso.com/wiki/ticketing-add-on/

Status: closed

Updated by  Tony 4 months ago ago

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