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Kylee
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February 9, 2016 at 5:51 pm
Hi – I used to have 28 registrations for my event and now I have 24. The ones that have disappeared this morning were failed/abandoned!!
(The registrants completed the registration form, got to the payment page and realised they had to pay by credit card and left it until they could find a payment method. Usually they contact me and I send them an invoice or they go find a credit card from their boss/finance department.)
I had no idea that these registrations would just disappear if they weren’t dealt with in a certain time period. I’ve been following up on payments of these this morning, only to find they’re gone and I can’t remember who they were!!!! (Thankfully I think I know which organisations they came from.)
Can you please tell me how long these failed and abandoned registrations stay in the system before being deleted? And what can I do to prevent this happening?
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Josh
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February 9, 2016 at 6:12 pm
I’m not sure how long those will stay in the system, but you can prevent this from happening by activating the Invoice payment method and instruct them to select pay by invoice, then finalize their registration. This way they’ll have completed their registration without paying.
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Kylee
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February 9, 2016 at 6:14 pm
I tried that but organisations take weeks to pay by invoice if you give them the invoice option. It sits with their accounts department for up to 30 days. A nightmare for cash flow. Providing only credit card is faster.
Any other thoughts?
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Josh
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February 9, 2016 at 6:23 pm
You can re-label the Invoice option (or any other option that doesn’t require payment right away like Check/Money order) and change it to something like “Pay Later”. Then, you can outline what you expect in the payment instructions for that payment method payment (eg, need payment within 24 hours), and let them know that they’ll need to finalize their registration in order to reserve their spot.
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Kylee
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February 9, 2016 at 6:29 pm
Yep, tried all that. They don’t care about my terms – they’re big organisations and government departments. They do what they want. lol.
Ok, I guess I’ll change the failed/abandoned ones to Completed when they come in and put them into a spreadsheet until they’re actually paid. I can’t risk losing them anymore.
Pity – it was a system that worked for my purposes till now. Thanks anyway.
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Josh
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February 10, 2016 at 7:50 am
Hi Kylee,
Please don’t give up on this, there is likely a solution here. I checked into this further and if it’s a case where they didn’t fill out the registration form at all (thus a failed registration) those stay in the system for a week. If you go to Event Espresso > Registrations and click Incomplete does it bring up a list of failed registrations?
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