Duplicate tickets on customers email

[lilydaleassembly]

Hi,

I contacted you a while ago on this thread https://theeventscalendar.com/support/forums/topic/extra-tickets-bring-produced/#dl_post-1465874 stating that we have on some orders duplicate tickets that are being sent out to our customers.

I have gone through over 1000 orders and noticed that there are 67 customers with duplicated tickets on their orders that were sent out.

These are not for any one workshop in particular and they are all paid via paypal. I noticed on another thread that you have had a fix for this on https://theeventscalendar.com/support/forums/topic/extra-tickets-bring-produced/#dl_post-1465874 with an update on May 5 however I still have orders that are coming in as of May 29 with the duplicate tix.

I also on the 7th May stripped back the website and disabled plugins to ensure that there was no conflict.

We are about to open for season in June with over 20,000 visitors and so it’s imperative that we get this sorted before we open so I don’t have to go through every order manually again.

Look forward to hearing from you.

[Jaime Marchwinski]

Hi Susan,

Thanks so much for reaching out again!

Are you only seeing this issue with PayPal? And do you have other payment gateways besides PayPal, so that you can test if the issue stems from PayPal?

Are you using any customizations on your site that may interfere with this system?  For example, are you using an autocomplete snippet or something along those lines?

Another strange thing in the order is that it reduced the stock for the ticket twice, which also indicates that there might be some conflict with the orders process.

The order status is all managed by WooCommerce, while Event Tickets Plus “listens” to that and generates the attendees depending on this settings > https://theeventscalendar.com/knowledgebase/woocommerce-specific-ticket-settings/. One thing you could try is changing those settings to only generate the attendee records when the order is Completed and see if any changes.

Let me know if that helps!

 

Thanks,

Jaime

[lilydaleassembly]

Hi Jamie,

Thanks for getting back to me, and yes we are only using Paypal as a payment processor.
And I believe that I am using an autocomplete snippet, as we are not always able to ‘man’ the computer to manually change the setting to complete as our cut off for tickets is at midnight before the event and people want their tickets immediately.

I also checked on the order status as suggested and I have it checked to ‘Completed’ for both settings so it should only generate records and tickets when the order is completed

[lilydaleassembly]

I have this snippet in my child theme

/**
* Auto Complete all WooCommerce orders.
*/
add_action( ‘woocommerce_thankyou’, ‘custom_woocommerce_auto_complete_order’ );
function custom_woocommerce_auto_complete_order( $order_id ) {
if ( ! $order_id ) {
return;
}

$order = wc_get_order( $order_id );
$order->update_status( ‘completed’ );

}

[Jaime Marchwinski]

Hi Susan,

Thanks for your response.

Can you try updating all of your Events Calendar related plugins and WooCommerce to their most recent versions and see if that helps?

Let me know how that goes!

 

Thanks,

Jaime

[lilydaleassembly]

I have the updated versions at all times, but I will watch for duplicated tickets over the next week. Thank you

[Jaime Marchwinski]

Okay, let me know how that goes!

[lilydaleassembly]

I have double and triple checks all the updates and the versions and I am up to date on everything, but it is still happening. I am going through every order manually and deleting extra tickets. We are currently getting a high demand for our tickets now and I don’t have the time to go through these manually. Is there something I am missing?

[Barry]

Hi @lilydaleassembly,

I’d love to pause and ensure we have an accurate view of this problem since it’s not something we see ourselves.

So, to be clear, you are finding if a customer purchases just one ticket then, on occasion, they are receiving an email with two (or more) tickets? Can you dig out an example (it doesn’t need to be a recent one) and share screenshots of:

• The WooCommerce order screen, for the relevant order
• The attendee admin screen, showing the two duplicates

I have this snippet in my child theme…

We no longer recommend using this snippet; is the reason you are using it related to tickets? If so and you do not require it for anything else, could you consider removing it and instead adjust the settings documented in the following article?

theeventscalendar.com/knowledgebase/woocommerce-specific-ticket-settings

Configured correctly, you can ensure customers receive tickets even if the order has not yet been completed. Is it possible to give that a try?

Thanks!

[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

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