Sales not marked as "Paid (confirmed)"

Hey @chako . The exact criteria varies from payment processor to payment processor, simply because each payment processor has it’s own method of ‘completing’ an order in WooCommerce. With that in mind, if the order is put into ‘completed’ status, this is more or less guaranteed to put the tickets into ‘paid confirmed’ status, unless some strange edge case has occurred (like in the paypal issue mentioned below). This means that if you manually update an order in the admin to be ‘completed’ (instead of something like ‘on-hold’), then your tickets will get marked as ‘paid’.

I have no idea which payment processor you are using; however, based on past experience with our own clients as well as other community users, this sounds very similar to the behavior that results from using BACS or Cheque as the processor. These processors throw orders into ‘on-hold’ until you manually update them in the admin as a paid order. If you never take that step, then the orders are never completed, and the tickets remain as simply confirmed.

Along the same lines, early on, we had an issue with the Paypal processor, where the order was not being marked completed during checkout because of a flow change from an earlier version of woocommerce. This could be a similar situation to that. This could even be a new problem, if none of the above applies.

We could probably make a better guess or even do some investigation into the problem if we had more information. Usually the following questions help the troubleshooting process on our side. Which payment processor are you using? What versions of OpenTickets, WooCommerce and WordPress are you running? Are you able to successfully checkout yourself? Are you able to create an order in the admin, mark it complete, and have it show as ‘paid’ on the report? During any of the processes of creating orders (either checkout or creating one in the admin) are you getting any notable error messages? Are you able to ‘view the tickets’ on the orders that are not showing paid?

Hopefully these questions will lead to a solution, or at least help to clarify the cause of the problem.

Loushou

Which payment processor are you using?

We are using paypal via WooCommerce. No other methods have been used or tested.

What versions of OpenTickets, WooCommerce and WordPress are you running?

OpenTickets: I just updated to 1.8.1 minutes ago so almost all purchases were made with one of last two versions. The site only had OpenTickets installed a month ago.

WooCommerce: 2.2.8

WordPress: 4.0

Are you able to successfully checkout yourself?

I have made two successful purchases myself. No errors and statuses are correctly marked as Paid and Confirmed.

Are you able to create an order in the admin, mark it complete, and have it show as ‘paid’ on the report?

I have attempted to change statuses of existing orders (those with issues) to On Hold and then back to Completed without success. The OpenTickets reports still show a blank line “-” as a status.

During any of the processes of creating orders (either checkout or creating one in the admin) are you getting any notable error messages?

None to my knowledge

Are you able to ‘view the tickets’ on the orders that are not showing paid?

Yes, they appear to work fine and paypal transactions are there as well.

Our events start tomorrow and our inventory is inaccurate. ?? If you should feel a drive to give this one a little extra attention, that would be awesome. Perhaps just letting me know how to manually flag these in SQL so I can correctly reflect inventory would work? Thanks!

FYI, I just created a manual order and once complete, I change the “Order Status” to “Completed”. This order was not marked as “Paid (confirmed)”. I cannot find a way to update it correctly.

Hey @chako . We tracked this down. As it turns out this was yet another nuance due to the way that the Paypal IPN processor handles completing orders. The process has been patched with a new flow that prevents this problem from happening to future orders, in OpenTickets Community Edition v1.8.2. With that in mind, this does not solve your inventory problem.

In fact, after more research was done, it seems that the not only were the tickets never getting marked paid (when using paypal), but they were never actually marked as confirmed in the database. This means that they basically all became available after about 1 hour after the order was completed. Obviously this is less than optimal. We did some thinking on this, and decided to add a tool that repairs this issue.

If you look in the admin (after getting v1.8.2+) you will see a new menu item OpenTickets -> System Status (similar to the WooCommerce system status screen). On that page, you will see a tab labeled ‘tools’. Browsing to that tab will unlock the tool I referring to. If you click the ‘Resync order items to tickets table’ button, then the system will run a script to repair those orders and tickets that are not marked paid where they should be. Using this button does run the script on page load, so it could take a minute or two to run, depending on how many orders you have (anything less than 1000 will take a couple seconds, so this is just a warning really). If you think you have too many orders or you don’t want to way for the page to refresh, and your setup supports it, you can try clicking the ‘Background: resync order items to tickets table’. This button does the exact same thing only it does it behind the scenes, and can run much longer if needed (think 100,000s of orders).

This patch will resolve the Paypal issue you identified for all future orders, and the tool will give you the power to repair the incomplete data that this issue has caused you. We have been meaning to add this System Status page and the accompanying tools page for a while now, so this was a good excuse to throw some time at it.

Thanks again for reporting this, and let us know the results,
Loushou

Yahooooo!!! It’s fixed! You guys are incredible!!! I just got the update and ran the script and all is well and just in time. Thank you sooooo much for your quick and effective solution.

No problem at all @chako . Glad we were able to resolve it.

Loushou

@loushou

I may have spoken too soon. While the tool works great, some of our newer orders today have fallen into the same trap and are not being updated correctly. I ran the tool and resolved it but the process for capturing orders appears to still need some work. I just wanted to make sure you knew about it. If you need anything from me that may be helpful, just let me know. Here’s the system info if it helps.:

== Environment ==
* Home URL: [neutral] https://takenotetroupe.org
* Site URL: [neutral] https://takenotetroupe.org
* WC Version: [neutral] 2.2.8
* WP Version: [neutral] 4.0
* WP Multisite Enabled: [neutral] No
* Wev Server Info: [neutral] Apache ++ HTTP/1.1
* PHP Version: [neutral] 5.4.16
* MySQL Version: [neutral] 5.5.33
* WP Acitve Plugins: [neutral] 13
* WP Memory Limit: [good] You have more than the required minimum memory of 64MB. Your current total is 256M.
* WP Debug Mode: [neutral] No
* WP Language: [neutral] en_US
* WP Max Upload Size: [neutral] No
* WP Max Post Size: [neutral] 65M
* PHP Max Execution Time: [neutral] 30
* PHP Max Input Vars: [neutral] 1000
* WP Uplaods Writable: [good] Uplaods directory IS writable –removed by chako
* Default Timezone: [neutral] UTC

Hey @chako . As it turns out, it seems there was an edge case that can cause the _new_ process (as of that last update) to still not work. Unluckily, it would seem that most of your purchasers fell into that category.

Instead of re-patching the problem in hopes to solve it, we have just completely re-thought it all together. Now the method in which tickets become marked paid for is completely dependent upon the order being marked completed. This will only really affect future orders, so if you have any orders that are still messed up prior to installing the new version, 1.8.3, then you will need to use that tool again to repair them.

On another note, thank you for copying that report block, and pasting it in this thread. It really did help me narrow down parts of the issue. We also noticed that you blocked out the uploads path from the copy and paste, which is actually a very good idea. That report has been changed to not show the path on the copy paste version, and we also added some more information that could help with any future issue track downs. If you are still having issues after this, please recopy this once more, because it does contain new information that could help. It is a bit more hidden now (another bug we fixed) so that it now only shows on the OpenTickets -> System Status pages, instead of every page like before. Just FYI.

Let me know how this works for you,
Loushou

P.S. – thanks for your continued communication on this. effective communication does easy the process of tracking down bugs like this, so thank you for being clear as to what the problem is, as well.

I’m happy to help. I appreciate the quick fixes. They seem to come just in time.

Can you remove all of this once you get it so it doesn’t stay posted for the world to see? The URL below and in the post from before also make me a bit nervous. Thanks!

Here’s the latest:
== Environment ==
* Home URL: [neutral] https://takenotetroupe.org
* Site URL: [neutral] https://takenotetroupe.org
* WC Version: [neutral] 2.2.8
* WP Version: [neutral] 4.0
* WP Multisite Enabled: [neutral] No
* Wev Server Info: [neutral] Apache ++ HTTP/1.1
* PHP Version: [neutral] 5.4.16
* MySQL Version: [neutral] 5.5.33
* WP Acitve Plugins: [neutral] 13
* WP Memory Limit: [good] You have more than the required minimum memory of 64MB. Your current total is 256M.
* WP Debug Mode: [neutral] No
* WP Language: [neutral] en_US
* WP Max Upload Size: [neutral] No
* WP Max Post Size: [neutral] 65M
* PHP Max Execution Time: [neutral] 30
* PHP Max Input Vars: [neutral] 1000
* WP Uplaods Writable: [good] Uplaods directory IS writable
* Default Timezone: [neutral] UTC

== Software ==
* Active Plugins: [neutral]
+ Akismet (https://akismet.com/) by Automattic (https://akismet.com/),
+ [ON]: Easy Columns (https://www.patrickfriedl.com/) by Pat Friedl (https://www.patrickfriedl.com/),
+ [ON]: Gallery Bank Pro Edition (https://tech-banker.com) by Tech Banker (https://tech-banker.com),
+ [ON]: Gravity Forms (https://www.gravityforms.com) by rocketgenius (https://www.gravityforms.com),
+ [ON]: Gravity Forms MailChimp Add-On (https://www.gravityforms.com) by rocketgenius (https://www.gravityforms.com),
+ [ON]: Jetpack by WordPress.com (https://www.ads-software.com/extend/plugins/jetpack/) by Automattic (https://www.ads-software.com/extend/plugins/jetpack/),
+ [ON]: OpenTickets Community Edition (https://opentickets.com/) by Quadshot Software LLC (https://opentickets.com/),
+ [ON]: Post Types Order (https://www.nsp-code.com) by Nsp Code (https://www.nsp-code.com),
+ [ON]: Simple Custom CSS (https://johnregan3.github.io/simple-custom-css) by John Regan (https://johnregan3.github.io/simple-custom-css),
+ [ON]: The Events Calendar () by Modern Tribe, Inc. (),
+ [ON]: WooCommerce (https://www.woothemes.com/woocommerce/) by WooThemes (https://www.woothemes.com/woocommerce/),
+ [ON]: WooCommerce – Gravity Forms Product Add-Ons (https://woothemes.com/woocommerce) by Lucas Stark (https://woothemes.com/woocommerce),
+ [ON]: WooThemes Helper (https://woothemes.com/) by WooThemes (https://woothemes.com/),
+ [ON]: WP101 Video Tutorials () by WP101Plugin.com ()
* Acitve Theme: [neutral]
+ iRibbon Pro 2 (https://www.cyberchimps.com/iribbonpro/) by CyberChimps (https://www.cyberchimps.com/)

== Data ==
* Event Areas: [neutral]
+
* Ticket Products: [neutral]
+ #1434 “Sample Ticket” (1) [1 EA],
+ #1427 “Seussical Ticket (Matinee)” (8) [1 EA],
+ #1411 “Seussical Ticket” (10) [1 EA]

Hey @chako . Thanks for the extra information you pasted. I probably was not clear about it, but I really only needed this if you continue to have an issue with the tickets not being marked paid. Despite that, I have copied this information to a safe place on my local computer, so that I can reference it in the future if needed.

As for the removal of the comments containing the information, I don’t have the ability to do that. Actually according to https://codex.www.ads-software.com/Using_the_Support_Forums you have to petition the forum moderators to get it removed, and I cannot even do that for you. In light of this, I am going to be thinking of a new way to obtain the information, once permission is given, so that it does not appear in a public forum like this, because as you say, it is a lot of information that some people may not be comfortable with.

Let me know if I can help,
Loushou