Tickets issued before completed in Woocommerce

[saha]

Hi, I previously reported this problem in another thread but were told to try upgrading to the new version to see if that helps but we still have the same problem.

So what is happening is that when a customer purchases a ticket, the order and ticket are automatically showing up in the attendee list, even though I have not completed the order in Woocommerce – it is still sitting in “processing” or “on hold”. The On Hold ones are a particular worry because we haven’t checked payments into the bank account yet so technically they could be cancelled due to non-payment but the ticket has already been issued!

The other thing that is still happening is that the system is sending out the “tickets” email ie the email that goes out with the tickets in it after the order has been completed. Only thing is this email is blank and the email is not necessarily going to people who purchased tickets or should normally get a ticket email.

We will be changing back to the previous version – again.

[Geoff B.]

Good evening Amanda and welcome back!

Thank you for reaching out to us.

We are sorry to hear that you have been experiencing these issues.
I would love to help you with these topics.

So what is happening is that when a customer purchases a ticket, the order and ticket are automatically showing up in the attendee list, even though I have not completed the order in Woocommerce

That is a great point. I will run it by our Dev team to see if they don’t have a snippet to only display attendees who’s order status is set to “Complete”.

In the meantime, you can actually totally disable the attendee list altogether to avoid confusion using the following snippet: https://slack-files.com/T0258N5TN-F0TFKSUDB-64f79c0715

the system is sending out the “tickets” email ie the email that goes out with the tickets in it after the order has been completed.

This is actually a known bug for which we are about to release a fix for.

But, in the meantime, you can already solve it by adding the following piece of code to the functions.php file of your WordPress theme (just what is after the opening PHP tag, not including the PHP tag) https://git.io/vV1OM

You will be contacted as soon as the fix is out.

Best regards,

Geoff B.

[saha]

Hey Geoff,
Thanks for the reply. I’m actually not that worried about the attendee list as I don’t really use it until my function is upon us and I download the entire list to a spreadsheet. I’m more concerned about the fact that a ticket is being issued for people who haven’t even paid yet.
So previously a ticket wouldn’t be issued until the order is completed. Now a ticket is issued on order – regardless of the status of the order. So tell me, if I cancel the order due to non-payment, will it automatically remove the ticket that has already been issued? I’m assuming I’ll have to manually cancel it.

[Geoff B.]

Good evening Amanda,

Thank you for clarifying things.

I guess, that if you are not using the attendees list, you will be interested in removing it altogether (with the previously shared snippet).

 

The ticket is still only issued once the order is completed (that hasn’t changed). But you could see a blank email being generated in a couple of cases:

• You have a template customization in place in you WordPress theme folder (either in the functions.php file or in the /tribe-events/ folder) that would need some updating. You can test this out by temporarily reverting to a default WordPress theme such as twenty-fifteen and doing a test order.
• You are seeing the behaviour from the previously mentioned bug (an blank ticket email is sent when ANY WooCommerce transaction is set to Completed for a customer (even non-tickets ones). In that case you would need to apply: https://git.io/vV1OM

Let me know which of these 2 seem to best reflect your situation.

Have a good week-end,

Geoff B.

[saha]

I think we’ve had a bit a communication break down. The attendee list is still important given that I download it to a spreadsheet and use the ticket numbers in a random draw. This is a problem because the tickets ARE issuing before they are completed. They may not be emailed to the customer but they sure are issued in the attendee list. This never happened before this upgrade.
Previously ticket numbers were only issued after the order was completed.
So as I said in my previous post, will these tickets automatically delete if the order is cancelled due to non-payment or am I going to have to go into the list and delete them manually?

As to the blank emails going out – I wouldn’t know about this except for the complaints I received from customers. They came in from people who had not purchased any tickets as well so I’m assuming they were going out to everyone but I don’t actually know.

So are you going to be fixing these things in a future release or do we have to apply these patches? I have reverted back to the previous version and won’t be upgrading until my current event is over due to the ongoing problems with the new version.

• This reply was modified 10 years ago by saha.

[Geoff B.]

Good evening Amanda,

My apologies for the misunderstanding.
Let me try to make it better.

I believe what is going on is that I did not understand properly what you meant by “the tickets are issuing before they are completed”.

 

You are correct, currently the Events Calendar ticket number is assigned to the WooCommerce order as soon as the checkout process is completed. This is in fact different than the previous behaviour.

But at this point, it is nothing more than a “system number being reserved and assigned to an order”, not an actual valid ticket.

Also, In the case of a cheque payment type, as you can already see, the order status is then set to on-hold.

Technically speaking the ticket is still not issued at that point, only its future number is.
In alignment with WooCommerce product stock behaviour, the stock is “removed” from availability to prevent overbooking.

You are also correct, unless the customer has access to the backend of your WordPress site, they will never see that future ticket number. The ticket number is only “assigned” to the order at that point.

So as I said in my previous post, will these tickets automatically delete if the order is cancelled due to non-payment or am I going to have to go into the list and delete them manually?

No, these “pre-tickets” will not delete, nor will the stock count be automatically added back unless some action is done.

But, depending on what your specific needs are, it is totally possible to change some the new version’s behaviour with a snippet (adding a filter or action in the functions.php file of your WordPress theme).

For example, it would be possible to:

1. Hide the on-hold “pre-tickets” from the attendee list altogether
2. Prevent stock count decrease for orders that are not paid immediately AND diminish stock count when such an order changes status only.

As to the blank emails going out – I wouldn’t know about this except for the complaints I received from customers. They came in from people who had not purchased any tickets as well so I’m assuming they were going out to everyone but I don’t actually know.

Thank you for sharing that additional piece of information. We apologize for any inconvenience this might have caused.

The good news is that you no longer need the previously shared snippet as this was just corrected in the 4.1.2 Maintenance release of Event Tickets.

So are you going to be fixing these things in a future release or do we have to apply these patches? I have reverted back to the previous version and won’t be upgrading until my current event is over due to the ongoing problems with the new version.

Overall, to your point, there are many differences in the way things are done in 4.1+ in regards to WooCommerce ticket management. However, these are actually intended as extra features to provide more control. As such there are not perceived as bugs.

Things were done this way for a few reasons:

1. Better alignment with standard WooCommerce best practices regarding order status
2. Getting a full detailed one look view at every type of attendee including all possible order statuses.
3. More robust stock management (no more discrepancies with the WooCommerce product stock)

So in summary:

• There is no plan to revert to the previous way of handling ticket numbers, order status and stock, but it would totally be possible to have a template customization (override) to meet these needs.
• The blank email issue can be patched either by adding the piece of code found here: https://git.io/vV1OM OR by updating to 4.1.2

I wish I had a better answer for you, but for now it’s the best one I have.
That being said, I would be happy to guide you through the customization process if you want.

Best regards,

Geoff B.

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