Cancelled & other status being included in ticket count?

[Paul]

Hi, is it correct for cancelled orders to be included in the number of tickets sold?

One of our tickets is currently showing

60 sold (0 remaining, 8 cancelled) but we’ve only sold 52.

Another shows

156 Sold (14 Remaining, 1 Awaiting Review, 12 Cancelled) but we’ve only sold 143

Is this right,. surely the above should show 52 sold and 143 sold?

thanks very much

• This topic was modified 8 years, 8 months ago by Paul. Reason: added system info
• This topic was modified 8 years, 8 months ago by Victor.

[Paul]

This reply is private.

[Victor]

Hi Paul!

Thanks for reaching out to us. Let me help you with that.

We have a good article that explains how to refund/cancel a ticket order and the stock count considerations you should take into account. > https://theeventscalendar.com/knowledgebase/refund-cancel-tickets-order/

I hope that helps with the problem you are facing. Let me know if you have other questions and I’d be happy to help.

Best,
Victor

[Paul]

Hi Victor

That’s no help i’m afraid.

When a customer doesn’t complete checkout via PayPal, the order status changes to cancelled. This then deducts a ticket from stock and is VERY confusing. We need this NOT to happen. A cancelled or failed order should not result in a ticket quantity being reduced and it’s just cost us a lot of money in lost sales.

[Victor]

Hi Paul!

I’m sorry that is not of help for you. Let me try to explain this.

The stock is handled by WooCommerce and when and order is placed the stock is reduced. If that order is then cancelled, it won’t increase the stock for that product again. This is default behaviour from WooCommerce.

If you want to increase the stock when an order is cancelled you will have to do this manually by following the steps in the article I shared with you before.

If you want to learn more about the orders I recommend you check out WooCommerce documentation here > https://docs.woocommerce.com/document/managing-orders/

I hope it helps! Don’t hesitate to ask any other question you may have.

Best,
Victor

[Paul]

But the order isn’t placed.

Customer adds to basket and goes to checkout but, for whatever reason, they fail to complete checkout. If the order isn’t completed then how can stock be effected, it doesn’t make sense.

[Paul]

And what if you have lots of failed orders and forget to re-add 1 or 2 or add 1 or 2 too many? this can have serious knock on effects to events like ours with limited seats.

[Paul]

I checked Woo and it says…

Cancelled – Cancelled by an admin or the customer – no further action required (Cancelled orders do not reduce stock by default)

So it must be your plugin that’s reducing stock.

[Victor]

Hi Paul!

In order for the stock to be reduced an order must be in place.

Customer adds to basket and goes to checkout but, for whatever reason, they fail to complete checkout. If the order isn’t completed then how can stock be effected

In this case, if the user fails to complete the checkout, then no order is created so the stock does not get reduced.

And what if you have lots of failed orders and forget to re-add 1 or 2 or add 1 or 2 too many?

This will depend on what the previous order status was. If the order was “Processing” or “On hold” (or any other status where the stock was reduced) then changing the status to “Cancelled” or “Failed” will not increase the stock again. This is probably what you are experiencing with failed payments from PayPal. The same happens when changing to “Cancelled”.

Cancelled – Cancelled by an admin or the customer – no further action required (Cancelled orders do not reduce stock by default)

This is actually a bit confusing for me as well. I think what they meant to say is that “Cancelled” orders do not change the products stock.

Let me point you to a couple of other articles that expand this process further:

• WooCommerce-Specific Ticket Settings
• Tickets: Managing Your Orders and Attendees

Let me know if you have other questions about it.

Best,
Victor

[Paul]

This is the note in the cancelled orders:

“Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.”

So when a user fails to complete checkout, an order IS being created and stock IS being deducted, which is the complete opposite of what you’ve just said.

Can I please get some real help with this and urgently.

[Paul]

Here’s the settings in events > settings > tickets.

Previously it was set to the default where attendee records are generated for most order status’

Would I be right in thinking that this new setting will not let ticket stock levels be changed for any other reason than a completed order?

thanks

[Victor]

Hi Paul!

You will get the note “Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.” when you reach the time limit set in the WooCommerce inventory settings > https://docs.woocommerce.com/document/configuring-woocommerce-settings/#inventory-options

You can also see how this works here > https://wp.zacgordon.com/2013/04/08/unpaid-order-cancelled-time-limit-reached-in-woocommerce/

Sorry if it was confusing, but what I meant by “if the user fails to complete the checkout” was that the user does not click the “Place order” button in the checkout page. As a result, no order is created, thus no stock is reduced.

Would I be right in thinking that this new setting will not let ticket stock levels be changed for any other reason than a completed order?

No, this settings are all for the Event Tickets side of things and won’t modify how the stock levels change for each order status. How stock levels change in each order status is all handled by WooCommerce and not Event Tickets Plus.

Those new settings you have means that the attendee records (for the event) will be generated and the ticket email be sent to the customer when an order reaches the “Completed” status.

You may find additional information about the stock is handled in WooCommerce Docs

Let me know how that goes.

Best,
Victor

[Paul]

Hi Victor

Simple question then, since this has already taken almost week..

How can I stop this from happening? Zac Gordon’s article doesn’t really offer a solution, or is it that I should disable (leave blank) the “hold stock (minutes)” option?

thanks

• This reply was modified 8 years, 8 months ago by Paul.

[Victor]

Hi Paul!

You could try increasing the default time (60 minutes) to something bigger or you could disable this feature by leaving it empty as it states in this article > https://docs.woocommerce.com/document/configuring-woocommerce-settings/

In addition to that, I think it’s also a good idea to uncheck “Pending Payment” for the option “When should attendee records be generated?“.

You could make some tests with those settings and see if they work fine for your site.

Let us know about it.

Best,
Victor

[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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