Attendee limit increasing when tickets are sold

[studiobomba]

Hello,

We’ve been having an ongoing issue with attendee limits increasing (instead of decreasing) when tickets are sold. For example, if the attendee limit is set to 6, when someone buys a ticket it will increase to 7 rather than taking the remaining tickets down to 5.

The only plugins we have activated are The Event Calendar, The Events Calendar: WooCommerce Tickets, WooCommerce and WordPress MU Domain Mapping (which we need to keep activated as this is a multisite).

Any help would be greatly appreciated!

Thanks, Michelle

[Barry]

Hi Michelle,

That certainly doesn’t sound ideal.

Can you confirm how these orders are being created? Is it a normal flow of events where customers are purchasing through the ticket form/WooCommerce cart and checkout pages or is there any manual order creation/order editing involved here?

Thanks!

[studiobomba]

Hi Barry,

Thanks for your response. People are ordering and paying for tickets (via PayPal) through the online ticket form/WooCommerce cart and checkout pages.

There is no manual adding of attendees but we manually decrease the attendee limit each time an order is made to avoid over-selling tickets.

Orders are coming through fine but, to clarify, if an event has an attendee limit of 6, when an order comes through it will say 1 of 7 sold instead of 1 of 6.

We’ve had this issue since first installing the plugin in May 2013.

Please let me know if you need any more info.

Many thanks,
Michelle

[Barry]

Are there any other customizations in place? Extra code added to the theme’s functions.php file or anything of that order – and does this only happen with tickets (can you test things out with a ‘regular’ product, unrelated to WooCommerce Tickets) as a test?

[studiobomba]

This reply is private.

[Barry]

This reply is private.

[studiobomba]

Hi Barry,

Sorry for the delayed response. I only just saw your reply (it wasn’t emailed to us).

All your last reply said was that “This reply has been marked as private”. Were you able to see my last reply? I marked it as private because it had some details about the way our site was set up.

Cheers,
Michelle

[Barry]

Apologies Michelle, that was a side-effect of some bugs with our forum tools. Let me re-post:
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Hmm ok, that’s definitely strange.

It’s not something that is generally reported as an issue and usually there is some other cause (such as manual intervention in orders or manual order creation, or else a conflict). With that in mind could I ask you to complete the full troubleshooting steps:

• Deactivate all other plugins except for The Events Calendar, WooCommerce and WooCommerce Tickets
• Switch to a default and unmodified theme like Twenty Twelve
• Try to replicate under these conditions

We do appreciate this isn’t always ideal on a live site, so creating a fresh WP installation (perhaps in a subdirectory) can be a good way to go – in which case you could start with just our plugins/WooCommerce and see if you can replicate there.

Let us know!

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[Michelle]

Hi Barry,

Thanks for the quick response. We deactivated all other plugins (except for the WordPress MU Domain Mapping which we need to keep on as it’s a multisite), switched the theme to Twenty Twelve, did a test order and we still had the same problem.

Happy to give you a guest login if you’d like to have a look for yourself. Or do you have any other suggestions?

Thanks,
Michelle

[Barry]

Hi Michelle: which payment gateway are you using – does this also happen with cheque/check payments for instance?

[studiobomba]

Hi Barry,
We’re using PayPal. I’ve done a couple of tests and it works fine if we use the cheque payments option.
So it seems to only be happening when people pay with PayPal.
Any idea on how we could fix that?
Thanks,
Michelle

[Barry]

If you’re still happy to provide a login that could be useful to test this out (you can share credentials via a private reply). Before doing so however please note that:

• I would probably generate a number of test orders in the process
• I would need you to provide details of or setup your PayPal sandbox credentials
• There would be some disruption, as I may deactivate your theme/enable a different theme and additionally deactivate other plugins, again as part of the testing process
• Please bear that in mind and make a backup (and familiarize yourself with the process for restoring that backup) prior to giving access

Thanks!

[studiobomba]

It’s fixed!

The issue ended up being that we didn’t have our primary PayPal account email address in the WooCommerce settings. The email address we were using is one of our PayPal addresses so we were still receiving payments but as it wasn’t the primary account, it was causing orders to be put on hold and adding them on to the total instead of subtracting them.

Thanks for all your help Barry! It’s very much appreciated.

Michelle

[Barry]

Awesome – glad it’s fixed!

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