Issue with multiple

[Juan Gerardo Mexia]

Hi there. A customer recently purchased 9 tickets from our sporting events site, metadeportiva.com, but in the email sent from the Events Ticket Plus system, only the additional information from the first two tickets did send. The remaining 7 tickets additional information fields were empty in the email.
The customer is certain that she put the info for all 9 tickets.
Can you tell me if there is some reason for this data lost? Something we can do to prevent it?

Also, is there a way to have the confirmation email sent to the email from each ticket, not only the buyer?

[Geoff B.]

Good evening Juan and welcome back!

Thank you for reaching out to us.

We are sorry to hear about the missing information from that large ticket purchase.
I would love to help you with this topic.

It’s hard to say exactly what happened, but there are a couple of working theories:

1. Perhaps some of the requested attendee information fields are not mandatory ?
2. Maybe there were some ticket quantity changes or edits in the purchase process ?
3. Maybe some of these fields were filled with a “white space” instead of actual info ?
4. Did you check if the missing information appears in the attendees screen (even though they did not appear in the email ) ?

In any case, normally all the info captured should definitely go through.
At this point it is a bit too early to give recommendations on how to prevent this since we have not yet pinpointed what the cause of the issue is.

Also, is there a way to have the confirmation email sent to the email from each ticket, not only the buyer?

Yes, you should be able to do that.

Most customers accomplish that through a combination of their settings under WooCommerce > Settings > Email and sometimes via a third party-plugin such as: https://wordpress.org/plugins/bnfw/

Let me know if that helps.

Have a great day!

Geoff B.

[Juan Gerardo Mexia]

Hi Geoff.
We just checked the atendees screen and no, the missing information doesn’t appear there. Only the first two tickets (from 9) show the “view details” option with the custom fields info. It’s quite strange, since the buyer insists that she did filled all custom fields for all 9 tickets before moving on to the checkout page.

About the second part of the issue: I think I wasn’t clear: what we need to do is to have the TICKETS email sent to each participant (whose email we get from a custom field in the “ATENDEE INFORMATION” section of the ticket, not only to the buyer. Right now, if the buyer buys 5 tickets, he or she gets the confirmation email from Woocommerce and then a single TICKETS email from Events Tickets Plus, with the 5 tickets. Is there a way to have that TICKETS email sent to all atendees, not just to the buyer’s email?

Tanx!

[Geoff B.]

Good afternoon Juan,

Thank you for writing back and for answering my questions.

Only the first two tickets (from 9) show the “view details” option with the custom fields info. It’s quite strange, since the buyer insists that she did filled all custom fields for all 9 tickets before moving on to the checkout page.

With your permission (and collaboration), I’d like to dig a bit deeper into this.

For that purpose, could you please send me a copy of your WordPress theme / child theme in a .zip file link (via Dropbox or Google Drive) so that I can run some tests on my end  (in a private reply) ? What could be even more awesome is a .zip file of the actual database (so that we know for sure).

Is there a way to have that TICKETS email sent to all attendees, not just to the buyer’s email?

Thank you for that clarification. The short answer is that right now, there is no built-in way to do this.

This could totally be achieved via some template customization. You might want to read our Themer’s guide to get a sense of how that works.
We also have a huge collection of snippets to draw inspiration from: https://theeventscalendar.com/knowledgebase/ and in our premium support forums.

I would recommend the 3 following links as a starting point:

1. https://docs.woocommerce.com/document/automated-follow-up-emails-docs/email-triggers-and-events/
2. https://www.skyverge.com/blog/how-to-add-a-custom-woocommerce-email/
3. https://codecanyon.net/item/woocommerce-email-center/13907681

That being said, I can see how this would be a cool feature to have built-in.
If you don’t mind, you can suggest it or cast your vote on other features in our User Voice forum.

That way other users get to vote for it.

Let me know if that helps.

Have a great day!

Geoff B.

[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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