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Unwanted transaction item showing up

Posted: July 28, 2022 at 9:08 am


bmeserve@newcomms.org

July 28, 2022 at 9:08 am

Greetings.

We’re running into an issue where one of our staff was signed up for an event, and when our event coordinator views the transaction, it shows that event, plus a different event that the user was not signed up for. The training coordinator is not given the option to refund the cost of the unwanted class, only the total cost of the two.

When we checked the tickets for the unwanted event, it doesn’t show that staff member as being registered for either of the tickets so we’re not sure where in the system the staff member ended up getting this charge associated to them.

Any help with this would be greatly appreciated.


Garth

  • Support Staff

July 28, 2022 at 10:21 am

Are these two items different events or different tickets associated with the same event?

I also noticed that you ARE you using the Multi-event registration add-on, which allows people to add tickets from different events to their cart and check out once with tickets from different events.


bmeserve@newcomms.org

July 28, 2022 at 11:16 am

These are two different events, each with their own separate ticket. We checked with the manager responsible for registering this staff member, as we were first thinking that it might have been user error.

She was able to confirm that she had never registered the staff with the other event that’s showing up on the transaction items page. The user doesn’t show up on the unwanted event’s ticket registration in any form. It seems to only show up on the transaction page but isn’t a selectable item for applying a refund, despite being included in the total payment.


Tony

  • Support Staff

July 29, 2022 at 9:50 am

From the above it sounds like a session conflict, does the manager create registration through the front-end or the admin?

Can I take a look at the transaction/registration and see if anything stands out with it? If so I’ll need temp login details which you can send using this form:

https://eventespresso.com/send-login-details/

If not can you add a screenshot of the transaction line items, EE Registrations and session detail (right under the transaction items):

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

You can mark your reply private so only EE staff can view it if doing that.

Side note – I should add here that it is unlikely we will be able to tell you exactly how this has happened as we don’t log every action EE takes (you would end up with a huge number of log entries very quickly if we did) but I will happily take a look and provide any info I can.


bmeserve@newcomms.org

July 29, 2022 at 10:59 am

The Manager registers whichever staff is due for an event through our front end then the event coordinator handles the transactions. I’m submitting the credentials form right now so you should see it shortly.


bmeserve@newcomms.org

August 1, 2022 at 1:00 pm

This reply has been marked as private.


Tony

  • Support Staff

August 2, 2022 at 9:12 am

Hi there,

Can you let me know which transaction I need to check into, please?

The account provided should give me enough access but I don’t know where to look currently.


bmeserve@newcomms.org

August 2, 2022 at 10:53 am

This reply has been marked as private.


Tony

  • Support Staff

August 2, 2022 at 12:12 pm

This reply has been marked as private.


bmeserve@newcomms.org

August 5, 2022 at 1:22 pm

This reply has been marked as private.


bmeserve@newcomms.org

August 8, 2022 at 6:31 am

Looks like we’ll be able get you those, what would be the best method of getting that to you.


bmeserve@newcomms.org

August 10, 2022 at 7:55 am

Also I checked and it does look like caching is enabled for the site.


Joao Victor

  • Support Staff

August 12, 2022 at 3:16 pm

Hi there,

I am Joao from the Event Espresso team.
I appreciate you got back to us!

The caching won’t work well with Event Espresso, for this reason, we recommend making sure the caching is fully disabled where Event Espresso has been acting. This article can be useful: https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/

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