Easy Digital Downloads number available tickets incorrect

[Eric]

Dear forum,

For our event we have 4 tickets, different shows. We have 85 tickets per show, that’s what we started with. However the number of tickets that are listed to be available is declining faster than the tickets sold! Do you know what is going wrong?

Situation:
Ticket 1: Started 85, sold 43, left 34. Missing 8
Ticket 2: Started 85, sold 10, left 72. Missing 3
Ticket 3: Started 85, sold 6, left 73. Missing 6
Ticket 3: Started 85, sold 22, left 55. Missing 8

Should I readjust the available numbers? It’s weird that so many tickets seem to disappear!

EDD support suspects it’s the integration which they didn’t create. Reverted me to this forum.

Thanks for your thoughts!
Eric

[Josh]

Hey Eric,

Thanks for reaching out to us!

To clarify here, is this a single event that has multiple tickets assigned to it? Or are you using the recurring events feature for this event?

I’ll do some further testing here myself as well to see if I can replicate the issue.

Thanks!

[Eric]

Hi Josh,

Indeed, one event (one show) multiple tickets (4 performance dates). No recurring events.

Weirdly enough are neither numbers (neither the #tickets left, nor the #sold downloads on EDD) correct, compared to the amount of tickets that have been payed for…

So the events calendar says one number of sold tickets (by reporting the amount left), the Easy Digital Download (EDD) plugin reports a different number sold, and the money paid through the payment handler (Mollie) provides a third different number of tickets sold…

I’m utterly confused on the status of ticket sales. Don’t want to end up over selling and having no seats!

Thanks
Eric

[Josh]

Hey Eric,

Thanks for following up here and clarifying on those issues.

I’ll need to do some further testing here based on this feedback. My feeling is that the difference here between the three is due possibly to:

• Our system is providing “available” status based on sold tickets and tickets that have been added to a cart
• EDD is showing total sold through the system
• Mollie may be showing a different number based on completed transactions.

I’m not positive on any of these assumptions and will follow up after I do some additional tests.

Thanks!

 

[Eric]

Thanks Josh,

My thoughts are in a similar line. But does your system not ‘release’ tickets that have been put in cart but are not ‘checked-out’?

I also would expect EDD to show the actual amount sold through the system… But then, why does THAT not coincide with the payment handler Mollie?!

Still utterly confused. By now our first performance is sold out, but then again, is it?

I’m playing safe and going by the Mollie sales numbers. But this is not the intended last use of the combination of plugins. And it’s odd that they don’t collaborate.

Thanks
Eric

[Eric]

Hi Josh,

I’m getting a report that when a payment failed, retrying the payment made the counter go down twice the amount of tickets. So 3 tickets in the cart. Payment failed. Retry. 3 tickets bought but 6 deducted from stock. Can that be part of the issue?

Doesn’t explain the EDD difference with the payment providers numbers yet, but it could be one part of the puzzle.

Thanks
Eric

[Eric]

Hi Josh,

I’ve identified part of the problem. I’ve compared transaction ID’s as they came from the Mollie reports with the ID’s reported in the EDD export, and I’ve found that there are multiple sales that are marked as a success in Mollie, the payment provider, however are still marked as pending in the EDD report. That explains the non-equality of the number sold in the payment provider compared to the EDD report. Part of the problems identified.

Eric

[Josh]

Hey Eric,

I apologize for the delayed response here. Also, thanks for following up here.

I believe this is very helpful in determining the core issue here as well. I was mistaken on the stock counts on the EDD side and was confusing the structure with the approach with WooCommerce.

The issue there is that there isn’t an “inventory” element with EDD so our calculations of tickets remaining is solely  based on those completed transactions. So, if comparing the tickets remaining to the Mollie recorded sales, if those sells weren’t also being reflected in the EDD sales, would definitely be way off.

Now that you found that issue, what happens to the quantity remaining compared to sales now that all the sales are marked as completed in EDD?

Thanks!

 

[Eric]

Hi Josh,

So far, I haven’t had much help. Or any to be honest!

I’ve compared pending sales with the payment provider, and set those payments that were successful to as much, and the failed payments to failed ticket sales. Manually performing the actions I’d expect the plugin to do makes that I’ve now got accurate sales figures. Continuously, I’ll have to manually compare all the pending ticket sales to whether or not there has been a successful sale or a failed payment.

The integration with EDD, excuse my French, sucks. Basically useless in as much as that the numbers no way add up. Two dates have sold out, 85 tickets sold. The first has 80 sold tickets in EDD, the second 84. The other 2 dates EDD has correct, 37 (+2? 2 are pending, I am yet to check) and 46 are sold.

I have no idea how to match EDD to reality.

Additional question, are we as organisers able to issue complimentary tickets in the system? So without an actual sale, sending out a ticket to someone?

Thanks
Eric

[Josh]

Hey Eric,

Thanks for following up here and I do apologize for the frustration here.

However, our plugin doesn’t involve any of the interaction between EDD and the payment processor. It’s best to reach out to the developer of the payment processor add-on there since it’s possible that they’re aware of an issue or they may have a solution available for that side of the equation.

However, I am happy to help in determining the remainder if the issue as it concerns what our plugin is reporting as available tickets vs what EDD is reporting as sold once all transactions have been cleared or failed.

To help there, can we scale it back and take a look at just the first event that you’re referencing so I can try to recreate the issue when comparing in EDD.

To clarify there:

• Our system is reporting sold out of the 85 tickets
• EDD is showing 80 completed sales of tickets to that event

For that event specifically, were there failed transactions associated with that event? If so, how many? How are those failed transactions currently classified in EDD reporting?

Thanks!

[Eric]

Hi Josh,

I have reached out to the EDD developers before I reached out to you. They’re telling me that you are the developers of the integration piece between EDD and Events Calendar. Therefore I’m addressing you. Please do let me know if that’s not the case.

With regards to the first performance of our show, I won’t be able to reconstruct the number of sales that did not get completed and got marked as pending, as I’ve already gone through them to set them to failed or completed, depending on whether there was a successful payment. So reconstructing is not possible.

Please, let me know what I can provide for you to see what is going on. I’ll also reach back out to EDD.

Thanks
Eric

[Eric]

Hi Josh,

Would you be able to answer my additional question of before?

Are we as organisers able to issue complimentary tickets in the system? So without an actual sale, sending out a ticket to someone?

Another question I couldn’t find the answer to, when a show is sold out, can we put that ticket to not visible on the site, whilst keeping the ticket in the event to be able to do the check-in?

Thanks
E.

[Josh]

Hey Eric,

Thanks for following up.

To start, I’ll try to answer your additional questions here.

• We don’t have a direct way of adding additional attendees via the backend, however you could enter them manually yourself via the front-end form like a user would and then approve the tickets without requiring payment for the transaction
• When tickets are sold out are you wanting the entire ticket form to be removed from your events page with a notice that events are sold out? There isn’t a direct setting for this, however if that is what you’re looking for I can help you craft a template override to get the views working that way.

For the starting issue, I apologize for any confusion in my previous explanation. To clarify, the issue that we can not help with here is the EDD and Mollie side of the equation that you describe happening here:

I’ve identified part of the problem. I’ve compared transaction ID’s as they came from the Mollie reports with the ID’s reported in the EDD export, and I’ve found that there are multiple sales that are marked as a success in Mollie, the payment provider, however are still marked as pending in the EDD report.

What we can help with here though is any variances between the completed EDD transactions for the ticket and what our system is showing as remaining.

Since your first event has passed, can we choose one that is coming up? After you have performed the manual steps that you describe here:

I’ve compared pending sales with the payment provider, and set those payments that were successful to as much, and the failed payments to failed ticket sales.

What is the the new variance between completed ticket sales and available tickets showing now?

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

[Author]

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