Ticket quantity not updating when an order is cancelled or deleted.

[Sarah Whittaker]

We just started using the plugin and noticed that “Attendees by Ticket” quantity is not updating after we cancel or delete an order entirely. In deleting the order, it removes the attendees from the attendee list, but does not update the quantity. For example, we have 63 attendees shown on our attendee list, however we are still seeing:

Total Tickets Sold: 69
Complete: 69

This is misleading because when we look at the event overview, we think we have 69 registered and confirmed guests, when we actually only have 63.

Through other forums I’ve read the article on how to cancel or refund an order, but this still does not update the quantity. The article mentions to manually adjust the stock level in the event ticket, but this only adjusts the remaining ticket quantity and not the total number of tickets sold.

Is there a way to manually change the number of tickets sold?

Thank you

[Brendan]

Hi Sarah,

Sorry you are experiencing issues with the quantity not updating! I will help you troubleshoot this. First, can you tell me what payment processor you are using?

Thanks,

Brendan

[Sarah Whittaker]

We are using Stripe.

[Brendan]

Hi Sarah,

One thing I can suggest is for you to manually alter the total_sales custom field in the WooCommerce Product Page that is associated with the ticket. This will update what you see on attendees and should help to properly increase your stock. You can also manually increase the stock on the Edit Event page, where you edit your ticket.

In terms of manually setting each order to Complete, in order for tickets to process, that is expected behavior. Here is our article on managing order with tickets for your reference:

https://theeventscalendar.com/knowledgebase/managing-your-orders-and-attendees/

I hope this helps, let me know how it goes!

Thanks,
Brendan

[Sarah Whittaker]

If I understand correctly, I’ve added a custom field total_sales, added the new quantity I would like and clicked update on both the custom field tab and the event product, however the attendee number is still unchanged. Is this the custom field you’re referring to?

[Brendan]

Hi Sarah,

Yes that is correct. Can you also send a screenshot off what the ticket looks like for quantity in the Woocommerce products editor for that particular ticket.

Also, do you have any caching on the site? If so delete the cache as well to see if the quantity updates.

Let me know how that goes.

Thanks,
Brendan

[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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