Tickets Sold vs. Finalized, etc. Not Jiving

[Rick]

I am having a problem with the number of tickets sold versus awaiting review versus deleted.

My client just did an event and the Events Ticket system (we’re using WooCommerce) showed the information below:

Total Sold: 54
Finalized: 51
Awaiting review: 3
Checked in: 48
Deleted: 6

We cannot find any of the deleted tickets nor ones awaiting review. So after quoting the charity for the event 54 tickets, it turns out that there were actually 48…as the web company responsible for this, I ended up having to pay $120 out of pocket for the discrepancy – and I still don’t know how the system came up with that number. I’ve spent WAY too many hours (and now $$) trying to get it straight and need to get it fixed ASAP. My client is wanting me to find another plugin or use a third-party ticketing system.

Thank you for any help you can provide,

Rick…

[Geoff B.]

Good evening Rick and welcome to the Events Calendar Support forum!

Thank you for reaching out to us.

We are sorry to hear about your issues regarding the number of tickets sold versus awaiting review versus deleted.
I would love to help you with this topic.

First of all, I totally understand how this can be beyond frustrating. I wish you did not have to go through that.

It is hard to say exactly what happened since I do not have the full history, a log of events or the list of orders. So at best, I can only guess at this point.

The bad news is that for now, deleted tickets are immediately and completely deleted.

They will not even end up in WooCommerce’s trash. As such, it is something to use with extreme caution. I personally recommend cancelling the tickets instead for better traceability.

But, there a couple of things I can tell you in the hopes of helping with your understanding of these figures and ultimately decide what your next action will be:

• Total sold: This should reflect the global number of tickets that went through the ordering process (regardless of the end status of the ticket. It might as well be labeled “number of customers that went through the checkout process”.
• Finalized: Should normally reflect the number of tickets where the order status is Complete AND where the payment type is such that the transaction is on-hold (e.g. cheque payments)
• Awaiting review: This should only reflect the number of tickets tied to orders that need to be changed from on-hold to complete (e.g. cheque payments)
• Deleted: Normally represents the number of tickets that are deleted

I just ran a bunch of tests and I believe you are using either Cheque payments or Cash on Delivery payments.

I was able to reproduce a similar situation to yours when I deleted tickets that were tied to an order that had a “on-hold” status. In that specific case, there are a couple of things that went wrong, especially in orders that had multiple tickets on them:

1. These tickets were simultaneously considered to be both “awaiting review” and “deleted” in the count
2. Changing the on-hold order status to completed after deleting the tickets impacted the other numbers in an inaccurate way

So short term, you might still be able to retrieve the “awaiting review” tickets by looking for orders with a status of on-hold. However, this will not enable you retrieve deleted tickets per se (unless you have a daily backup of your Database).

If you want to keep using this solution, I would have a couple of recommendations:

• Not offering cheque or cash on delivery payments (this will solve it all)
• If you want to continue to offer differed payments AND the ability to delete tickets:
• Please validate that the order is set to Complete before attempting anything. Also keep an eye out on the stock count.
• I would advise against deleting tickets altogether and instead manually cancelling the order and dealing with stock count accordingly, to keep a trace.

On my end, I will go ahead and open up a bug ticket to make the process more robust when on-hold orders are involved, so that this does not happen again.

Unfortunately, I cannot commit to a release date at this point. But stay tuned, you will be the first one informed when it’s done.

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

Best regards,

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.

[Victor]

Hi Rick!

I just wanted to share with you that a new release of our plugins is out, where we added the ‘tribe_tickets_plus_trash_ticket’ filter in Event Tickets Plus.

This allows to place the following snippet of code into your theme’s functions.php file so that deleted tickets will send WooCommerce tickets to the trash:

add_filter( 'tribe_tickets_plus_trash_ticket', '__return_true' );

You can find out more about this release → https://theeventscalendar.com/maintenance-release-for-the-week-of-9-july-2018/

Please also note that we have subsequently shipped a hotfix for The Events Calendar, Events Calendar PRO and Event Tickets → https://theeventscalendar.com/announcing-the-events-calendar-4-6-20-1-events-calendar-pro-4-4-29-1-and-event-tickets-4-7-5-1/

Please update the plugins and don’t hesitate to open a new topic if anything comes up.

Best,
Victor

[Author]

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