Ticket Restocking Issue

[Jessica]

Prior to the update if a customer cancelled an order we would pull up the event, select “Attendees” and then delete them from the list – this would restock the item. That appears to no longer work. Additionally, attempting to restock via the customer order (selecting refund and then checking the restock button) also does not increase the available stock. The only way I have been able to make it work is to open the individual event and increase the global stock. Am I missing something?

[Geoff B.]

Good evening Jessica and welcome back!

Thank you for reaching out to us.

We are sorry to hear about the stock issues you have been experiencing.
I would love to help you with this topic.

Full disclosure, I am not sure if deleting the attendee and deleting them from the list resulted in a restock prior to 4.1 (but I will take your word for it).

The good news is that if you refund the order, it should re-stock the ticket automatically (without needing to do it manually).

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

Best regards,

Geoff B.

[Jessica]

This reply is private.

[Jessica]

Thanks Geoff, just posted system info. I did a test run of using the refund button and it did work for me. It keeps them on the list, but it does appear to restock the spot in the class. Is there a manual way to do this? I ask because we rarely refund anyone, but we do a lot of rescheduling so we need to be able to manually add the spot back into the class without processing it as a refund.

Thanks!

[Jessica]

Oh, one little thing. While the refund button did work, it also increased overall stock. It is still accurate in terms of the number of spaces available in a class, but it shows up incorrectly on the page.

https://sterling.sportrock.com/event/bs-week-2016-02-01-2016-03-31/

This should be 9 out of 9 spaces available, but when I processed the refund it changed to 9 out of 10 spaces available, increasing the overall stock.

[Geoff B.]

Hey Jessica,

Thank you for the system info and the extra feedback.

Is there a manual way to do this? I ask because we rarely refund anyone, but we do a lot of rescheduling so we need to be able to manually add the spot back into the class without processing it as a refund.

Yes, you have a couple of options to do so:

• Add the stock back manually in the product (after deleting the attendee or cancelling the order for example). This will work with both the WooCommerce interface and the Edit Event interface.
• Using the “line restock” interface from the order as demonstrated here: https://support.woothemes.com/hc/en-us/articles/202723293-How-to-Automatically-Re-Stock-Items-in-Cancelled-Refunded-Orders . You have to make sure to do that before changing the order status to “Cancelled”.

Oh, one little thing. While the refund button did work, it also increased overall stock. It is still accurate in terms of the number of spaces available in a class, but it shows up incorrectly on the page.

I am pretty sure, the culprit is WooCommerce – Autocomplete Orders plugin. Somehow, the way this plugin acts is different than what happens if you set your order to “Completed” manually and as such causes stock count issues.

The reason why I am saying this is because many users using that type of plugin have reported similar issues.

The good news is that you can now do something similar with a new feature built-in our plugin (after deactivating the plugin above). Just go to Events -> Settings -> Tickets and look for the checkbox 🙂

If that does not prove successful, could you tell me what if you are using the new “Global Stock” option ?

Have a great day!

Geoff B.

 

[Jessica]

Thanks for all of the info Geoff. I’m all set on restocking manually. A little tedious, but it will work for now. As for the issue of increasing overall stock, I disabled our autocomplete plugin and adjusted the Events settings, then ran a test purchase. It did reserve the spot for the customer and change to “out of stock” on the front end of our website, however it is still showing as “processing” in the Orders section. Is there a certain amount of time it will take to convert to “complete” or does this indicate we will still manually have to change it to complete?

We do intend to use Global Stock, but I have another thread going regarding the additional attendees meta data so until we get that resolved we will not utilize the Global Stock function.

Thanks!

[Geoff B.]

Hey Jessica,

That’s awesome. I’m glad most of the issues have been ironed out. Kudos on all the work you have put in so far.

However it is still showing as “processing” in the Orders section. Is there a certain amount of time it will take to convert to “complete” or does this indicate we will still manually have to change it to complete?

Hmmmm, in theory this depends on the payment gateway you are using. For instance, the cheque payment gateway will not be automatically changed to “complete” because of the very nature of cheque payments.

To be totally transparent, since this is a new feature, I would love find out more about your specific payment gateways to make sure the feature gets improved on 🙂

But the desired result would be for the order status to change to “complete” pretty much immediately. The good news is that you can absolutely batch process the order status in the meantime.

Thank you for bearing with us while we make adjustments to these exciting new features.

Best regards,

Geoff B.

 

[Jessica]

Thanks Geoff. We use PayPal Pro Payflow as our gateway. Do you know what the ramifications would be if an order never moved from processing to complete? While bulk editing statuses is an option, I fear with the number of staff involved in the booking process this will occasionally be missed.

Thanks!

[Geoff B.]

Hey Jessica,

Thank you for sharing your Payment gateway.
This allows me to actively pursue my investigation on this new feature.

In the meantime, yes I do know what the ramifications are. Simply put, until the order’s status is set to “Complete”, the ticket is not sent (but everything else is).

I realize this is less than ideal in your specific situation (choosing between breaking the stock count with an automatic order status plugin or not having the ticket sent). I apologize for the inconvenience and hopefully, this will soon be smooth sailing.

 

I wish I had a better answer for you, but for now it’s the best one I have.

Best regards,

Geoff B.

[Jessica]

Thanks Geoff. I think we will stick with the auto complete function right now, manually changing over orders would just be too time consuming and since the stock is actually correct this seems like our best course for the moment. I look forward to hearing if any progress is made with this issue and thanks for your help!

[Geoff B.]

Hey Jessica,

I totally understand. I am still running a bunch of tests on this feature to make it better AND work as it should.

I will absolutely keep you in the loop of my findings.

Thank you for your understanding.

Geoff B.

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Geoff B.]

Good evening Jessica,

Just a quick follow-up to let you know that since our latest maintenance release (4.2.3), the Try to set the status of new ticket orders to “complete” automatically should now work as expected with successful online payments under Events -> Settings -> Tickets.

If this is still something you are interested in, you might want to give it a shot.

Best regards,

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

[Author]

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