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Lindsey
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April 2, 2015 at 7:49 pm
I am having a hard time understanding the difference between the fields “Event Datetimes: Limit”, “Available Tickets: Qty”, and “Event Registration Options: Maximum number of tickets allowed per order for this event”.
Is there a good description somewhere that explains these?
See my screenshot for example: http://tinypic.com/r/24ybi8k/8
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Lindsey
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April 2, 2015 at 8:00 pm
To clarify, the problem I am experiencing is that for the first Datetime on my event it is showing that there are 31 Sold Tickets, 35 Registered but when I download the CSV file, my Registration list is only showing 17 records.
What is causing the discrepancy? Do I have my limits and/or quantities set up wrong?
I don’t want my event to show as sold out if I haven’t actually sold all the tickets.
Thank you for your help.
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Dean
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April 3, 2015 at 3:07 am
Hi,
Datetime limits are the limits for that date.
Ticket limits are limits for that ticket.
They can be used separately or in conjunction with each other.
Say you have 1 datetime with a limit of 100, and 3 tickets assigned to that datetime each with a limit of 100. You could sell 100 ticket A, 0 Ticket B, 0 ticket C and it would max out the datetime. Or 40 A, 60 B, 0 C.
Basically you can only sell as many tickets as the datetime allows.
You can of course set the datetime to blank, effectively making it unlimited.
Another example: Blank date time, with 2 tickets assigned to the date time. Ticket A has a limit of 20 and Ticket B has a limit of 200. You could sell 220 tickets. IF you limited the datetime to 200, you could sell 20 ticket A and 180 ticket B or 200 ticket B and 0 Ticket A.
I hope that makes some sense but let me know if you need another example.
It’s hard to say why the export is showing different, it could be the set up of the events – are you using pre approval? Can you screenshot the tickets in the event editor and the export?
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Lindsey
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April 6, 2015 at 11:58 am
Thank you for that explanation, it seems like we are using that correctly.
There is still some confusion on why the export is showing different from the event editor. Can I email you the CSV export and screenshot of the tickets in the event editor? I prefer not to post actual user data in a public space online.
Thanks,
Lindsey
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Lindsey
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April 6, 2015 at 12:39 pm
Ok I was able to take a screenshot that hides users personal information. Here are the 2 screenshots you requested to look at. Please let me know if you know where the discrepancy is coming from.
CSV: http://tinypic.com/r/kb7f5w/8
Event Editor: http://tinypic.com/r/w708cp/8
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Dean
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April 7, 2015 at 1:41 am
Hi,
Can you send a copy of the spreadsheet over to support@eventespresso.com please? Also please include a link to this forum thread in the email.
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Lindsey
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April 7, 2015 at 5:29 am
I’ve sent the email.
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Lindsey
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April 8, 2015 at 6:20 am
Hi,
I was wondering if there is a solution to this problem or a status update? This is a large problem for my client and I would like to hear back asap. Was my email received?
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Dean
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April 9, 2015 at 4:22 am
Hi Lindsey,
Sorry for the delay in getting back to you, I was forced offline for some time yesterday.
I am really quite confused as to what is happening here, as these figures and export should add up.
Is it possible to get your login details in order to look into this?
If so, please send them via https://eventespresso.com/send-login-details/
NOTE: login details need to be Admin level.
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Lindsey
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April 9, 2015 at 7:45 am
You should have the login details now. Please let me know what you find out.
Thanks,
Lindsey
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Dean
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April 10, 2015 at 1:46 am
Hi Lindsey,
Thanks for bearing with me with this.
I think what’s happened is that not all of the approved attendees have valid transactions.
For example, a lady called Amy in your approved list has a failed transaction.
Currently the export will not export attendees unless their transactions are valid and Complete. We have a ticket open that is discussing this issue and how best to handle it.
The invalid transactions could be due to a number of reasons, either a valid decline or abandonment, or there was an issue we were having with PayPal recently that could cause similar abandonment even though payment was in fact valid, but we added checks to the latest version to reduce/stop this.
For example a lady called Libby has a transaction marked as abandoned, but the payment seems valid and complete. This was likely due to the issues we were facing from PayPal.
This thread gives a very good explanation on how to fix attendees like that (better than I can explain it for sure): https://eventespresso.com/topic/ee4-csv-export-and-abandoned-transaction/
Let me know if you have any further questions about this!
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Lindsey
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April 12, 2015 at 1:12 pm
This does not explain why the ticket quantity is incremented. If transactions are being marked as invalid, why does it still count towards the total ticket quantity? This results in my events showing as “sold out” even though they are not.
At my last event I actually had to check people in based off my PayPal transactions. I should not have to do this.
This is core functionality for a ticket management system. I should not have to manually be setting statuses for transactions within the system.
If there is not a reasonable solution for this issue I will need to ask for a refund and take my business to a hosted solution.
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Tony
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April 13, 2015 at 10:00 am
Hi Lindsey,
If a registration has the ‘Registration Status’ set to Approved then that registration applies to the sold values for the event.
Have the above registrations been manually updated to Approved?
Looking at your screenshot the ‘Default Registration Status’ for the event is ‘Pending Payment’ which, in my opinion is the correct status to use (Pending Payment registrations have the reg status updated to Approved when payment is made) has this setting always been the same?
The reason for the discrepancy between the registration sold values within the event and the CSV reports is the CSV excludes registrations with a transaction status of ‘Abandoned’ and ‘Incomplete’. As Dean mentions some of your registrations have a registration status of Approved (apply to the sold limits) but a transaction status of ‘Abandonded’ (so they are not included within the CSV).
We have a ticket to address this and include all ‘Approved’ registration in the CSV regardless of the TXN status which should prevent issues such as this in the future.
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