Event Ticket Plus 4.1 bug

[Joachim]

I was testing the Event Ticket Plus 4.1 plugin and found a bug in the system…

I’ve made a Test Event where therer are 10 tickets available
After ordering 2 tickets i have found the bug, The back-end shows that i have sold 2 tickets but there are 2 pending tickets.

Back-End

This is correct but on the front-end it counts everything.

Front-End

I’ve cancelled the tickets (paid them back) and then the front-end is correct again because there are no orders pending anymore but those 2 tickets are still sold and not cancelled and back in the stock.

Back-End

Front-End

[Geoff B.]

Good afternoon Joachim and welcome back!

Thank you for reaching out to us.

We are sorry to hear about the issues you have been experiencing with the Events Tickets Plus 4.1 .
I would love to help you with this topic.

As a first troubleshooting step, could you please provide us with your system information in a private reply ? (following the instructions found in the link)

That being said, I went ahead and tried to reproduce the issue using WooCommerce. But I was not able to 🙁

Let me explain what my results where.

<span style=”text-decoration: underline;”>The customer:</span>

• Places an order, in their eyes it is “sold”. The stock availability is thus decreased accordingly to avoid overselling.
• Of course, they are usually unaware that you still need to change the order status to “completed” for their tickets to be sent.

<span style=”text-decoration: underline;”>My/your view:</span>

• Once an order is placed, the ticket is considered “pending” (your approval and your change to the “completed” order status). But for all intents and purposes, it is “sold” from a WooCommerce perspective as the stock was reduced and the order status changed to “on-hold”.
• If you cancel the order (by changing it’s status to “cancel”, this does not change the fact that the ticket was sold. It was just sold and then cancelled (or refused). As a side note, just like with any other WooCommerce order that is cancelled, you will need to restock the item accordingly (it is not automatic).

Where I believe our process might be different is the type of payment gateway you might have used for testing (could you let me know what that was ?) and the fact that you refunded the order instead of cancelling it. Can you confirm ?

Thank you for your patience, this will allow us to get to the bottom of things and hopefully fix things for you.

Best regards,

Geoff B.

[Joachim]

Geoff,

The problem with cancelling tickets is indeed something that was a problem before (and still is) BUT the main problem now is that the total stock of 1 ticket isn’t shown correctly in 4.1

If I put 10 tickets for sale you will see 10/10 available

If I order 2 tickets you will see 8/12 tickets available (because the tickets are pending)

And the order I complete you will see 8/10 tickets available

If I cancel the tickets and add the manually to the stock again you will see 10/12 tickets available

The line in bold is the big problem because i’ve put up 150 tickest for sale and 100 people ordered them (we use bank transfer) and as long as we don’t put the order als complete you will see 50/250 tickets sold. We keep getting comments why the total amount of tickets keep changing.

[Joachim]

This reply is private.

[Geoff B.]

Good afternoon Joachim,

Thank you for the answer, for clarifying things and for the system info.

I am very sorry about the issue you put in bold. I am taking this very seriously and would very much like to fix this as much as you do.

What I was saying is that I am currently unable to reproduce this on my end, so I was wondering:

Where I believe our process might be different is the type of payment gateway you might have used for testing. Could you let me know what that was ?

But since time is of the essence perhaps for now you can downgrade the plugins to version 4.0.7 ?

You’ll find the past versions for our premium plugins in the download section of your account in this site (https://theeventscalendar.com/my-account/downloads/) and you’ll find the core plugin (The Events Calendar) past versions here:https://wordpress.org/plugins/the-events-calendar/developers/.

This should buy us some time to figure things out.

Once again we are terribly sorry for all the inconvenience this has caused so far.

Best regards,

Geoff B.

[Joachim]

we are using banktransfer, cash or cheques, so we have to manually complete every order 🙂
If order are automatically completed you won’t see the problem

I will see if i can downgrade because we’re almost sold out so maybe I will just leave it like that 🙂

But really thank you for the great support 😀 Just awesome!!

[Geoff B.]

Good afternoon Joachim,

Thank you for your answer 🙂
I am using cheque as well on my local install for testing purposes.

Unfortunately, I am still unable to reproduce the stock issue on my end (but I do believe you).

With that in mind, here are my suggested next steps (aside from downgrading):

• Could you also please go through our testing for conflicts procedure (preferably in a staging/dev environment or local install of your WordPress website) and let us know what you find out ? Basically the goal here is to revert back to a bare WordPress installation to see if the problem persists. It also allows us to pinpoint what the cause of the issue is due to a theme, plugin or even a template customization. This might mean you need to create new dummy tickets
• If you don’t mind, could share with me a private screenshot of the details of the problematic ticket (settings) from the the Events Calendar edit event interface ?
• On a similar topic, could you share a screenshot of the “Inventory” tab settings of the same faulty ticket in WooCommerce ?

Hang in there and have a good week-end,

Geoff B.

[Joachim]

Found the bug 🙂 I had a custom template in place to sort the tickets by name.
After I removed that everything worked 🙂

[Geoff B.]

Hey Joachim,

That’s awesome! Excellent work on finding the cause!

You are welcome back on our support forums any time 🙂

For now, I am going to close this thread.

Have a great week!

Geoff B.

[Author]

Posts