Failed payment -> send tickets anyway

[Pekka]

I got notified about a customer who failed his payment but got tickets anyway. I was able to find 5 similar cases and I was able to replicate it myself.

1. I make a purchase but I don’t complete the verification of the credit card payment in my bank
2. The ticket/order is in “pending payment” status
3. One hour later the “Payment was not accepted.” info is received. The ticket/order is set to “failed” status.
4. ticket/order status is automatically changed from “Failed” to “Completed”.
5. The customer receives the tickets
Tickets are seen on attendee lists and there is no way spotting that they are not paid!

I would consider this a major issue.

[Barry]

Hi Pekka,

I’m sorry to hear you have experienced issues and would also consider that to be problematic.

However, Event Ticket Plus does not interfere in the order process, rather it watches for changes in order status and takes action according to what that status is.

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

It sounds like, in your case, the major problem is this:

ticket/order status is automatically changed from “Failed” to “Completed”

If the order is automatically set to complete then that would normally be a valid indicator that tickets should be dispatched. Yet, this is not something we are in control of. I’m interested to know: can you replicate the same behaviour in terms of the order moving to a ‘completed’ status after payment failure with other, non-ticket products?

The fact is that, if you can, it may be better to reach out to the team at Woo for assistance with this.

Alternatively, you could adjust the settings described in the above link and unselect ‘completed’ as one of the trigger statuses for sending ticket emails. Of course, that might mean you need to manually dispatch them in other cases.

Does that help at all?

[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]

Posts