Support

Home Forums Event Espresso Premium URGENT _ billing issue

URGENT _ billing issue

Posted: August 8, 2019 at 12:51 pm


WomenTalk

August 8, 2019 at 12:51 pm

Hey Guys – not sure what is going on, but I have an event today that on EE is shows the correct event price, and taxes, BUT the charge it put through Infusionsoft is only the Taxes, NOT the ticket price?


WomenTalk

August 8, 2019 at 12:58 pm

This registration did not create the product at all in Infusionsoft?


Josh

  • Support Staff

August 8, 2019 at 12:59 pm

Hi,

May I ask what price does the payment options page show? In other words, after you complete the registration form the next step shows the breakdown of the line items. Does it show the correct price there?


Josh

  • Support Staff

August 8, 2019 at 1:12 pm

This registration did not create the product at all in Infusionsoft?

A registration shouldn’t create a product in IS. Instead, when you create a new ticket or a new event, that’s what creates a new product in IS. When a registration is submitted, an order is sent to IS.


WomenTalk

August 8, 2019 at 2:16 pm

josh – inside of EE it shows that the correct final price and the EE shows a successful payment of $21.00 But in Infusionsoft it only processed a payment of $1 and that is what it said on the receipt to the purchaser – which she forwarded to me?


Josh

  • Support Staff

August 8, 2019 at 3:15 pm

This doesn’t answer my question, but maybe you can check on something else. If you go into Infusionsoft and check the products related to that event, are any missing? If so, if you go in to edit the event in EE, then click update, does that re-add the missing product? I’m wondering if any products on the IS side have been deleted, which could lead to the wrong amount after EE hands off the amount to Infusionsoft (because the product could not be found).


WomenTalk

August 14, 2019 at 2:47 pm

Josh – NOt only are the products there, but when I click update it is adding more of the exact name into Infusionsoft. See image here https://www.screencast.com/t/xNPVYyCV


WomenTalk

August 14, 2019 at 3:27 pm

josh – you asked “May I ask what price does the payment options page show? In other words, after you complete the registration form the next step shows the breakdown of the line items. Does it show the correct price there?” Where do I find the payment options page? If you mean the price on the individual tickets – that is showing correctly?


Tony

  • Support Staff

August 15, 2019 at 7:31 am

Josh – NOt only are the products there, but when I click update it is adding more of the exact name into Infusionsoft. See image here https://www.screencast.com/t/xNPVYyCV

So just by clicking to edit the event, making no changes at all and just hitting update you get an additional duplicate product in InfusionSoft?

Where do I find the payment options page?

If you add a test registration onto that event, proceed through the attendee information step and it’ll show you payment options. Does everything look correct there with the correct price/breakdown shown at the top?

Do you have an order for the above registration in InfusionSoft?

Can you find the contact for the above user in InfusionSoft?


WomenTalk

August 15, 2019 at 9:34 am

Yes – as per the screenshot – shown it created exact products without an update. It was creating 2 products for the events, as I had a typo in one ticket type. I updated that, and then saved the event. Went to Infusionsoft and deleted ALL of the products with that name – then went back to EE and updated the event again (NO Changes) to get it back into Infusionsoft. Registrations are now coming through correctly, but this has now happened on 2 different events set up in EE.

Langdon and Strathmore (That when people starting registering it did not charge it correctly, and then created a second event.) I have followed the same steps to make sure that it would accept registrations and processed the extra charges directly inside of Infusionsoft.

After I do this it seems to work okay – but we are now live on all events and I need to additional dates (ticket types later on) AND I am not sure if it will create new products again doing it this way.

As for Payment options: I am sure that it is showing correctly as all go through fine once I complete the steps above – but these are live events, so I can’t leave them in a broken state and retest in those parameters. Sorry.

I have done a recording of a test on an upcoming event http://somup.com/cqjooXe3xC so you can see the product page, But this event worked so I am not sure what might be causing this? (some of our others have also)


Tony

  • Support Staff

August 15, 2019 at 12:39 pm

Yes – as per the screenshot – shown it created exact products without an update.

The screenshot shows is 4 products with the same name but you can have products with the same name without them being duplicates of the same ticket.

It was creating 2 products for the events, as I had a typo in one ticket type.

Updating a ticket should not create an additional ticket, the ticket is linked to the product when its created, so changing the text should update the product, not create a new one.

See here, event created with 2 tickets – https://monosnap.com/file/CgmvWXIItAkVpTiFi205VchSPUxLrG

In IS I have 2 products – https://monosnap.com/file/rKjQWFNq2q9ZmdE0sBRRYj6RF6j0bV

Update the tickets to have ‘Update’ on the end of the name in EE and in IS those products update – https://monosnap.com/file/Qv9ieHiq9PVbLtsn3CbvYuhxL2RS3y

Ifs that doesn’t happen on your site there’s an issue with saving the product ID to the database on your site.

Went to Infusionsoft and deleted ALL of the products with that name – then went back to EE and updated the event again (NO Changes) to get it back into Infusionsoft.

Be careful deleting products/contact/orders in IS.

EE saves the ID of the product it created and links it to the ticket, removing that product breaks the relationship and the above only worked because the IS add-on triple checks the ID linked to the ticket and if it can’t find one creates a new one.

Registrations are now coming through correctly, but this has now happened on 2 different events set up in EE.

Do you know the steps to reproduce the problem as so far I’ve not been able to/

Langdon and Strathmore (That when people starting registering it did not charge it correctly, and then created a second event.) I have followed the same steps to make sure that it would accept registrations and processed the extra charges directly inside of Infusionsoft.

How are you creating the tickets in the event originally? What the exact steps taken when you create a ticket? It sounds like something is breaking during the initial creation (the relationship for the product) on your site but again I’ve not bee able to reproduce.

After I do this it seems to work okay – but we are now live on all events and I need to additional dates (ticket types later on) AND I am not sure if it will create new products again doing it this way.

It should do with tickets, but I still advise against it.

I have done a recording of a test on an upcoming event…

The payment options on that step look correct, but if thats a working event it doesn’t help unfortunately.

The support post ‘URGENT _ billing issue’ is closed to new replies.

Have a question about this support post? Create a new support post in our support forums and include a link to this existing support post so we can help you.

Support forum for Event Espresso 3 and Event Espresso 4.
Documentation for EE3 and EE4
Documentation for Event Espresso 3

Documentation for Event Espresso 4

Status: closed

Updated by  Tony 3 months ago ago

Topic Tags

Tagged: 

Notifications

This topic is: not resolved
Do NOT follow this link or you will be banned from the site!