Problems with the auto email for Confirming Orders & Issuing Tickets

[Huiwen]

1. When the purchase order is not fully completed – for example, when the buyer reaches his paypal page but decides to drop the deal, the system will still send an automatic email to the buyer confirming that “Your order is complete”, followed by another automatic email to the buyer issuing the ticket.

2. Meanwhile, for the event organiser (the vendor), it shows in the Attendee Report that one additional order is made, even though it is not. Same error shows in the Sales Report too. An automatic email titling “New Customer Order” is also sent to the vendor. There are also other minor errors in the Sales Report (such as number of tickets sold is always 0).

3. In the ticket issued by the system, there is no contact details of the event organiser (when it’s a repetitive event organiser I suppose). Ideally, the private information (email, phone, even venue) shall be masked or obfuscated in the listed event page, but only shown in the ticket to the buyer when the order is fully completed.

All these operations are tested in live mode with real paypal accounts.

Sorry for keeping shooting troubles during the holiday seasons, but I don’t expect any response now. Hopefully I can get some of your supports early next year.

Happy holidays!

• This topic was modified 9 years, 4 months ago by Huiwen.

[Geoff B.]

Good evening Huiwen and welcome back!

Thank you for reaching out to us.

We are sorry to hear about the issues you have encountered in regards to the confirmation and ticket emails. I would love to help you with this topic.

1. When the purchase order is not fully completed – for example, when the buyer reaches his paypal page but decides to drop the deal, the system will still send an automatic email to the buyer confirming that “Your order is complete”, followed by another automatic email to the buyer issuing the ticket.

Normally, this should not be the case. It is the sign that either:

1. There is a snippet in place that is preventing the order status to become “cancelled” instead of pending.
2. Some of your settings are preventing the correct order status from being handled.

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

https://theeventscalendar.com/knowledgebase/sharing-sys-info/

Additionally, could you confirm what the order status history is for such orders ?

2. Meanwhile, for the event organiser (the vendor), it shows in the Attendee Report that one additional order is made, even though it is not. Same error shows in the Sales Report too. An automatic email titling “New Customer Order” is also sent to the vendor. There are also other minor errors in the Sales Report (such as number of tickets sold is always 0).

I am pretty sure we can handle this while handling problem number 1.
It sounds like another facet of the same issue.

3. In the ticket issued by the system, there is no contact details of the event organiser (when it’s a repetitive event organiser I suppose). Ideally, the private information (email, phone, even venue) shall be masked or obfuscated in the listed event page, but only shown in the ticket to the buyer when the order is fully completed.

By default, only the organizer name should show up on the ticket.

To add the organizer info you will need to customize your ticket content.

This can be achieved using a template customization.
You might want to read our Themer’s guide to get a sense of how that works.

Using the same approach will also let you control what organizer information is displayed (or not).

Have a good weekend,

Geoff B.

[Geoff B.]

Just to get you started with the Organizer info, you simply need to create a template override for /event-tickets/src/views/tickets/email.php.

On line 393 they will see where it output the name for each organized, you can just output the website and so forth as well right there.

[Huiwen]

Thanks Geoff for your quick reply during the holiday seasons!

I activated the system information. As for order status history, where can I get such information? In order note, it says “Order status changed from Pending Payment to Completed.” – if that’s what you refer to?

Thanks as well for your instructions for my 3rd question. I will ask my developer to take a look.

• This reply was modified 9 years, 4 months ago by Huiwen.

[Geoff B.]

Good evening Huiwen,

Thank you for writing back and activating the system information.

Unfortunately, it looks like I am still unable to get that information.
Would you mind simply pasting that in a private reply for now ?

As you have guessed correctly, replies might be more sparse during the holiday season, but I would still love to help out.

As for order status history, where can I get such information? In order note, it says “Order status changed from Pending Payment to Completed.” – if that’s what you refer to?

Absolutely, that’s it!

Would be possible to get a couple of screenshots of these order notes. I am really interested in the timestamp on them.

Happy holidays!
Cheers,

Geoff B.

[Huiwen]

This reply is private.

[Geoff B.]

Good evening Huiwen,

Thank you for writing back and providing the requested information.

Based on what I am seeing, I believe the issue might be coming from a setting found under Events -> Settings -> Tickets. Try unchecking the “Try to set the status of new ticket orders to “complete” automatically” setting and see if that helps.

If it doesn’t, could you please send me a copy of the latest version of your WordPress theme / child theme via a link to a .zip file link (stored Dropbox or Google Drive) so that I can run some tests on my end ? I recommend a private reply for that purpose.

Please ensure you are using the latest files as found on your actual website.
This way I will get access to any updates or customizations you might have made.

Hang in there as we research this further.

Best regards,

Geoff B.

[Huiwen]

This reply is private.

[Geoff B.]

This reply is private.

[Huiwen]

Many thanks Geoff.

I will ask my developer to take a look at the snippet, but I think I can put up with some manual work for now.

I just wonder if this problem occurs only in my individual case, and if not, hopefully this can be fixed with the next upgrade.

For the second issue, after manually switched it to “complete”, a right order email with the right price AND the ticket were issued, so it’s pretty much fine.

Thanks again Geoff for your supports all the way through the holiday seasons. Much appreciated!

[Geoff B.]

Good evening Huiwen,

I am glad we managed to get most of your issues ironed out!
Thank you for your great words.

So far, there has been no other report of this feature causing issues for transactions that are not fully completed.

With that in mind, I will follow-up and inquire about this during the next team meeting.
Of course, if anything comes up, I will make sure you get notified.

You are welcome back in our support forums any time 🙂

For now, I am going to close this thread.

Have a great weekend!

Geoff B.

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