Tickets not updating coreectly after changing the stock amount

[Neal]

Hi there people – hope this reaches you well.

My client has some courses as events set up. After 5 tickets had been sold she decided to add a total amount of tickets allowed to be sold – 12 in all.

So she edited the ticket and put 12 on the stock and the numbers came up all strange – 14 available or something like that. Can you check on your end what happens when you ad a stock amount after some tickets have been sold. Any issues arising?

Thanks, Neal

[Geoff B.]

Good evening Neal and welcome back!

Thank you for reaching out to us.

We are sorry to hear about the stock issues your client has been experiencing.
We will gladly try to assist you on this topic.

As a first troubleshooting step, could you please provide us with your client’s system information in a private reply ?

The reason I am asking is because although there has been some stock related issues late last year, these were corrected in a patch released in December.

Second of all, based on the scenario you provided, here’s what the expected behaviour is:

1. You sell 5 tickets of an Event that has no stock
2. You add stock to the Event (12 in this case)
3. Your stock information will show as 5 of 17 tickets sold

In other words, when you add stock after selling some tickets, the previously sold tickets are added to that stock number. That means that if you are looking to sell only 12 tickets in the scenario above, you should add a stock of 7, not 12.

Let me know if that helps.

Have a great day!

Geoff B.

[Neal]

This reply is private.

[Neal]

Hi Geoff,

I did another test on another event. Two had already been sold and I wanted to make the maximum sales as 10. So I added a stock number of 8.

But now it shows up as :

In the admin area of the event it says : Sold 2 of 9
In the front end area it says: 6 out of 9 available

Rather strange. Any ideas? Thanks for any help,

Neal

[Geoff B.]

Good afternoon Neal,

Thank you for sharing the system information.
To be honest, I am as puzzled by this as you are. But, let’s pursue our investigation.

One thing I would suggest is to go through our testing for conflicts procedure (preferably in a staging/dev environment or local install of your WordPress website) and let us know what you find out.

Basically the goal here is to revert back to a bare WordPress installation to see if the problem persists. It also allows us to pinpoint what the cause of the issue is. We are trying to establish wether or not there is a plugin or theme conflict going on.

The other thing I would like to ask is a bit more information on the test you conducted.
Is it possible 1 out of the 2 tickets you sold did not have a “completed” WooCommerce transaction status ?

Depending on the payment gateway selected, that would make a big difference. The reason for this is because the actual ticket is not considered sold (thus not impacting the stock) until it has been “completed”.

Let me know how that goes.

Best regards,
Geoff B.

 

[Neal]

Hi there,

Thanks again for the reply and hope you had a nice time down in Costa Rica (I’m jealous).

I have tried some of your suggestions – made a copy of the site on a staging platform and completely played around with the stock amounts, and de-activating plugins etc …. and almost always it works out as it should.

There was one strange scenario where when I clicked on attendees and it said there had been 3 items sold out 10, yet it only showed 2 of the attendees in the attendee list – even though I had completed all the orders in WooCommerce.

I went back into to the order in WooCommerce that wasn’t showing up on the list of attendees, marked the order as processing, saved it, then marked the order as completed again, and then it showed up the attendee list.

While this scenario seems to show that there is some little bug in the system somewhere in terms of occassionally a completed order doesn’t show up in the attendee list, this work around works – as long as it is easy enough to find out which order / person isn’t showing up – which can be tricky if we have lots of courses / events and people registering all the time.

One nice feature would be to have links on this info in the attendee info page:

http://prntscr.com/aa2ouk

Links to who actually is Finalized, Awaiting Review etc

Plus one extra thing … is there any movement on being able to email the attendees directly from the attendee page?

Thanks for any / all of your help – even though I have found the events pro plugin to be very good generally, there have been a few bugs and setting some relatively simple options has required custom functions, the help forum has been really great.

[Geoff B.]

Hey Neal,

Thank you for the kind words.  We are always happy to help.
If that makes you feel any better, I am not going to Costa Rica this year (some of us have to stay behind and hold the fort), in fact I’m right in the middle of extreme Canadian winter 🙂

Kudos on running all the tests! As you were able to experience first hand, dealing with intermittent bugs is no walk in the park.
If you have more details on the weird scenario in question, so that I can try to reproduce it, that would be great.

The only known bug currently impacting stock in an undesired way is when an order is placed manually though the backend.
But, if I am able to reproduce your scenario, I’d gladly submit it to our Dev team so that everybody can benefit from it.

As per your feature suggestion, it is indeed a good idea.
In fact, you can suggest it or cast your vote on other features in our User Voice forum.

If I am not mistaking, you will probably be interested in the partial solution provided here: https://tribe.uservoice.com/forums/195723-feature-ideas/suggestions/4471845-add-a-view-attendees-option-that-shows-attending

Regarding sending emails to attendees, there is no news on that front.
As you can imagine, we get tons of feature requests every day which in turn means that we have to do some pretty serious prioritization. But stay tuned!

In the meantime, if you haven’t already, you might want to check out: https://www.woothemes.com/products/follow-up-emails/

Have a great day!

Geoff B.

[Neal]

Thanks so much for the reply Geoff … great … mmm cold Canada …

That’s all useful info …

And I think you are right that one of the things that may be causing the issue is as you say:

The only known bug currently impacting stock in an undesired way is when an order is placed manually though the backend.

Because my client has done that a few times and I think that is one of the issues. Is there going to be a fix on that soon?

I’ll look at all the other links and suggestions too. I guess we are almost complete on this thread. Thank you again for all your help.

[Geoff B.]

Hey Neal,

I’m glad the answer was useful to you 🙂
We certainly try hard to help you guys out the best we can.

The only known bug currently impacting stock in an undesired way is when an order is placed manually though the backend.

Because my client has done that a few times and I think that is one of the issues. Is there going to be a fix on that soon?

That’s a great question. I just uncovered that bug myself this week (thanks to one of our awesome customers), so in short, I don’t have a date for the fix yet.
But, since this is a serious matter, we are going to treat it accordingly. Stay tuned!

Let me know if you have any other questions based on the exchange so far.

Cheers,

Geoff B.

[Neal]

Thanks so much Geoff – very helpful. I think that’s all for now and I’ll set this as resolved. Please do let me know though when the issue noted gets fixed up.

Have a great (and warm day),

Neal 🙂

[Geoff B.]

Hey Neal,

Deal! I will make sure you get informed when the patch is released 🙂

Cheers and all the best to you!

Geoff B.

[George]

Hey folks,

I wanted to update this thread with some information from our developers, who’ve been taking a close look at some stock-related issues and found something interesting.

The essential takeaway from this review of stock features is this, to quote one of our developers:

We reduce the stock for pending payments to avoid the chance for over-selling a ticket product.

We take this directly from WooCommerce itself. So, at this time there is not a bug here, to the best of our knowledge and after investigating.

Want to ensure proper stock counting when placing manual orders and such? Well, as long as you mark the order “Complete” and ensure that there are NO pending payments or anything, the stock should be updated fine. Otherwise, the stock will be reduced to prevent the over-selling of ticket products.

I hope this information is helpful; if you find that even when orders ARE marked complete, and all payments are complete, stock issues persist, then open a new thread on these forums with a link back to this thread for reference.

We can continue a conversation and investigation from there.

Thank you for your patience with this!
George

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