Successful ticket purchase generates "Canceled order" email

[Darlene]

I’m using The Events Calendar PRO + Event Tickets Plus + WooCommerce + PayPal Standard. Attendees are able to complete the purchase process and payment is received in PayPal. However, each purchase generates a “Canceled order” email and the number of available tickets is not updating on the event page.

Any suggestions? Thanks!

[Shelby]

Hi Clifton,

I’d love to help you out here. First, I have a few questions/need some more information:

1.  When did this start happening (as far as you can tell)?
2. Have you been through our conflict testing procedures? (If you haven’t, please do this and let me know what you find out)

Once I have this information, I’ll be able to help you get all sorted!

Best,

Shelby 🙂

[Darlene]

Hi Shelby,

It has been happening since the beginning.

I created a staging site, activated the Twenty Sixteen theme and disabled all plugins except the Events Calendar/Tickets plugins and WooCommerce, and purchased a product, but the problems remain.

What next?

Best regards,
Clifton

[Shelby]

Hi Clifton,

Could you tell me what the purchased product is that you didn’t deactivate? I’m also going to ping some colleagues of mine to see  if they have any ideas about it since I’m unable to replicate this issue in my testing. Thanks for your patience!

Best,

Shelby 🙂

[Darlene]

Hi Shelby,

I didn’t deactivate Event Tickets, Event Tickets Plus, The Events Calendar, and The Events Calendar PRO.

Best regards,
Clifton

[Shelby]

Hi Clifton,

I’m still not able to replicate this issue. Could you let me know if you’re still having this issue? If so, could you give me directions withe exact steps for replication to make sure I’m not missing anything?

Cheers,

Shelby 🙂

[Brook]

Howdy Clifton,

I would love to help you with this.

If you don’t mind I have a few more questions for you, hopefully they will help shed light on what’s going on. This is a pretty strange problem.

1. Could you go to WP-Admin > Events > Settings > Tickets, and click save? I notice a few settings are missing from the system info your shared. Clicking save there should save them to your system info.
2. What happens when you checkout with a non-ticket product? If you go into WoOCommerce and add a new product. Then add it to your cart on the front end, and check out with only that product in your cart, what happens? Do you get a cancelled email?
3. What happens when you use a different payment gateway? If you enabled the Check payment gateway temporarily, check out with that, and then mark the order as having received payment, what happens? Do you get a cancelled email?

Cheers!

– Brook

[Darlene]

Hi Brook,

Thank you for your help!

I went to WP-Admin > Events > Settings > Tickets, and clicked save.

I also enabled the Check payment gateway temporarily, checked out with that, and marked the order as paid, and everything worked perfectly.

I think the problem must be with the PayPal account. Can you provide any guidance for configuring PayPal Standard to work with Event Tickets Plus? Should I try enabling “Payment Data Transfer” and adding a PayPal identity token?

Best regards,
Clifton

[Shelby]

Hi Clifton,

Apologies on the delay here, there must be a glitch in the system, as I didn’t see this one in my queue (which I will look into). Did you end up checking into that solution? I’ll also follow up with Brook. 🙂

Best,

Shelby 🙂

[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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