Cancelled/Deleted Tickets Not Updating Stock

[codycdalton]

I am using the Event Tickets Plus plugin with Woocommerce. When an event or ticket is cancelled, deleted, or refunded, the available ticket count becomes completely inaccurate. I am aware that the stock can be fixed manually, but this is unreasonable to do since we have hundreds of events and thousands of attendees.

As you can see in the attached screenshots, the capacity for this event is 44, the tickets sold are 6, there are 3 deleted attendees, there are 2 cancelled tickets, and there are 39 remaining. I’m no mathematician, but I believe the available capacity should be 38 – this makes no sense. Let me know if there is any more information you need!

I believe this is related to the following topics:

refunds and ticket count

Urgent Help Needed: Ticket Sold Counts Not Correct and Can't Launch Site

https://tribe.uservoice.com/forums/195723-feature-ideas/suggestions/15012864-do-not-include-deleted-tickets-or-cancelled-orders

[Andras]

Hi codycdalton,

Thanks for reaching out to us!

I’m sorry to hear you are having troubles. Let me help you with that.

The capacity I believe calculates like this:

Stock of 44, sold 6, gives 38.

2 cancelled tickets, which were also initially sold, but stock was not added back: 38 – 2 = 36.

3 deleted attendees gives 3 back to the stock: 36 + 3 = 39.

Let me know if this makes sense.

I understand that this can be confusing. We are well aware of the challenges with stock keeping and we are continuously trying to improve on this.

I see that you are using somewhat outdated versions of our plugins. It is recommended to update them to the latest when you get a chance, as there might be fixes included that have an affect or improve on stock keeping. Before updating do not forget to make a full backup of your site files and database, to be safe.

Let me know if I can help you further.

Cheers,
Andras

[codycdalton]

Thanks for your quick response! What is the best method to cancel a class and increase the stock for purchased tickets to that class? We have been using the “trash” button, which does not increase the stock.

[codycdalton]

Andras,

Sorry, that question is irrelevant. I guess I don’t understand the difference between cancelling a ticket and deleting an attendee. What is the process for deleting a ticket? Does this refund that ticket to the customer? What is the best way to cancel a ticket, increase the stock, and refund that ticket without cancelling an entire order?

[Andras]

Hey Cody,

Cancelling a ticket will not allow the purchaser to be checked in with the QR code of the ticket, but it will still count into the stock.

If you delete an attendee, then the above also happens, plus the deleted ticket will be re-stocked.

You can read all the details about ticket management, cancellations, refunds and deletions in this article: https://theeventscalendar.com/knowledgebase/refund-cancel-tickets-order/

In brief:

Refunding can only be done through your eCommerce solution, in your case WooCommerce.

So the best way would be:

• Process the refund in WooCommerce
• Don’t re-stock in WooCommerce
• Go to the attendee list of the event and delete the ticket. That will remove that ticket from the attendee list AND will restock it

Hope this and the article gives a bit of clarity. Let me know if you have further questions.

Cheers,
Andras

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

[Author]

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