Event orders and attendees don’t match

  • I’m using the Event Tickets add-on – free version, but you are still getting 2% of sold tickets, so I hope you can help!

    There is a discrepancy between the list of attendees and the list of orders. I exported the list of attendees for an event for our events organiser, as it doesn’t seem possible to export the list of orders, but I assumed they would be the same. I checked that they were all listed as completed. The events organiser used this to calculate the number of attendees and paid the venue accordingly.

    But the treasurer has just discovered that the income is lower than expected for this event. So I went and checked the attendee list against the order list, and there is quite a difference. For example, one attendee is listed as buying six tickets (completed), but the orders show that she only bought three. Another member is listed on the attendees as having bought two tickets (completed) but she only bought one.

    As a result, we have only just scraped even. Can anyone explain why this might have occurred? We are using WP 6.2.2, Vantage theme, Events Calendar 6.1.1. , Event Tickets 5.6.0.

    Thank you.

    The page I need help with: [log in to see the link]

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Support Darian

    (@d0153)

    Hi @poemaxx

    I’m sorry to hear that you’re having this issue. Let me help you with this one.

    Just curious, were you able to replicate the issue on a staging site? If so, could you provide the steps you made for us to investigate the issue further on our side?

    Moreover, please also provide the PHP version you’re currently using.

    Looking forward to your reply.

    Thread Starter poemaxx

    (@poemaxx)

    Hi Darian,

    Thanks for responding. We are using PHP 7.4.

    We don’t have a staging site, but even if we had I’m not sure how it would help now, given that there have been various updates since the tickets were bought. For example, the person who bought three tickets but was listed as buying six on the attendees list bought them on 18 March.

    In total we had six orders where the attendee list showed that twice as many tickets had been bought than was the case. These orders came in over the period 8 March – 29 May. The site was regularly updated over that time.

    Thanks.

    Plugin Support Darian

    (@d0153)

    Hi @poemaxx

    Thanks for your response.

    Just want to confirm, if you’re using Tickets Commerce for your tickets, are you using PayPal or Stripe?

    Moreover, could you also check from PayPal or Stripe’s side if the order amount showing on your WP dashboard matches the amount posted to PayPal or Stripe?

    Looking forward to your reply.

    Thread Starter poemaxx

    (@poemaxx)

    Hi Darian,

    I’m waiting for our events organiser to get back to me on this with the details – will let you know when there’s any response.

    Thanks.

    Plugin Support Darian

    (@d0153)

    Hi @poemaxx

    Thank you for letting me know. I appreciate your update and look forward to hearing back from you once you have more information.

    Thread Starter poemaxx

    (@poemaxx)

    Hi Darian,

    We are using Stripe for payments. And I can now confirm that the payments showing as completed and received by Stripe do match the amounts shown in the orders.

    The inconsistency lies in the list of attendees, which shows some of them as having completed more transactions than they actually did.

    In future I will use the list of orders rather than attendees to inform the events organiser how many people have bought tickets (though it would be useful if this could be exported rather than me having to copy and paste everything).

    But it doesn’t get over the issue that for these two events we thought we had sold more tickets than we had, based on the attendees list.

    Plugin Support Darian

    (@d0153)

    Hi @poemaxx

    Thank you for providing additional information about this matter. I am sorry for any inconvenience caused.

    I will share this with the team and keep you updated as soon as I have more information.

    Plugin Support Darian

    (@d0153)

    Hi @poemaxx

    I’m reaching out to let you know that we’ve created an internal ticket to address the issue you reported, and we’ve included your case in it.

    Unfortunately, we don’t have an estimated time for when the issue will be resolved, but we’ll keep you updated as soon as a solution becomes available.

    —
    Internal Bug Ticket Reference: GTRIA-1042

    Thread Starter poemaxx

    (@poemaxx)

    Thanks for chasing this up Darian – hope to hear from you when you fix the problem!

    Plugin Support Darian

    (@d0153)

    Hi @poemaxx

    We will post an update here in the thread as soon as we release a fix for this issue.

    I appreciate your patience thus far. If you require assistance with any other concerns or issues, please follow the www.remarpro.com support guidelines and create a new support topic.

Viewing 10 replies - 1 through 10 (of 10 total)
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