Support » Plugin: Event Tickets and Registration » Customer not received email

  • Resolved jons2s

    (@jons2s)


    Hi,

    I’ve had a customer call to advise they have purchased tickets, and the payment has been processed, but they have not received any email confirmation/email tickets. They were never asked for their email address at the purchase stage and I can’t seem to find anywhere in the Event Ticket setup to request this? My event is next week and I need to be sure my customers are receiving their tickets!

    Thanks!

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

Viewing 15 replies - 1 through 15 (of 16 total)
  • Was your customer logged in? This sounds like the same as the problem I reported nearly a week ago tickets-commerce-not-collecting-email-address-if-purchaser-not-logged-in/ and have yet to receive an acknowledgment from the developer.

    Thread Starter jons2s

    (@jons2s)

    No they weren’t – so I guess I’ll need to activate the login requirement? I’d rather not – don’t really want my customers feeling they are singing up to anything just to buy tickets to a Christmas concert lol!

    Plugin Contributor Juan Aldasoro

    (@juanfra)

    Hi @jons2s @rob66bnu,

    Thank you for reaching out to us, and sorry for the delayed response. We’re experiencing a high support queue after Black Friday and that’s affecting our response time.

    Effectively, as things are right now the ways to collect emails from ticket buyers are two:

    – Requiring them to be logged in to purchase tickets.
    – Installing Event Tickets Plus and using the Individual Attendee Collection. https://theeventscalendar.com/knowledgebase/k/collecting-attendee-information-for-tickets/

    We’re working in order to possibly consider different options here.

    Best,
    Juan.

    I am very curious about this too. Obviously it’s not ideal to always require a login for customers. Please let us know if the free version will have a solution for this soon! I believe it used to work before the switch to “Tickets Commerce”.

    Plugin Support Truman

    (@tdorn)

    It’s been a while since this thread has been active, so I’m going to go ahead and close it for now.

    Feel free to open up a new one if anything else comes up, or link back to this thread!

    Regards,

    Truman
    Support at The Events Calendar

    How about an ETA on the fix for this? It is simply not practical to require a login for everyone. After all, your website states that the “free forever” version comes with RSVPs and Email confirmation. I’m trying to be patient since I otherwise like your products, but I will most likely have to find an alternative plugin if this issue is not resolved.

    Plugin Support Truman

    (@tdorn)

    @hpthatsme I understand your frustration with this, but as Juan mentioned above, this is how the plugin is meant to function, I do not believe there is going to be a “fix” for this because it is not a bug. Juan simply meant we are considering other possible options in the future, but for right now if you need to get Attendee email addresses, you need to require folks to login to your site. Which I think you can accomplish with the most basic of login setups really.

    • This reply was modified 10 months, 1 week ago by Truman.

    @tdorn Your response is unworthy of a serious software company. You should listen to YOUR customers as we are listening to OUR customers, who are telling US that it IS a big deal to have to login to our website just to purchase a ticket. What makes your response even more galling is that you chose to change the way your software has worked for many years without any consideration at all for this reality. Wake up! We are losing sales because, while people are quite happy to provide name and email address as part of the ticket purchase transaction, they do NOT want to mess with registering on our website, especially if they view this purchase as a one time relationship with us. Since your software used to allow this approach it can’t be that difficult to incorporate it into the new Tickets Commerce solution. Get busy!

    I agree with rob66bnu, it is not practical for one-time customers to have to create an account. I would imagine most event-type situations would not warrant establishing an account relationship with the organizer. This was my favorite event and ticket managing system both free and premium, but this decision makes me question the logic of the plugin management team. Without warning, suddenly my client is getting flooded with customers wondering where their confirmation is. Obviously this is extremely poor UX. At least we now know not to really expect this to be remedied, so I can start searching for alternative plugins.

    Plugin Contributor Juan Aldasoro

    (@juanfra)

    Hi @rob66bnu @hpthatsme,

    Thanks for your input, I think there was some miscommunication here. We have this one ticketed and it should be part of our upcoming release. The internal ticket that we’re using is ET-1378. We’re going to come back and follow up when we release the fix.

    To give more context: We ended up hitting this use-case with the new Tickets Commerce implementation. With the previous Tribe Commerce implementation, ticket purchasers had to use their email addresses in order to pay with PayPal and we were using that particular email to generate the tickets. Now, it’s more flexible and that’s good! Ticket purchasers can checkout with just their credit card details, with the only problem that the plugin doesn’t get the email to generate the tickets. So, that’s particularly what we’re going to fix.

    I wanted to apologize for the miscommunication, letting you know that we identified this and it is something we are working on. I also wanted to kindly ask you if we can continue the conversation within a framework of respect.

    I hope you have a good day and you’ll be hearing back from us when we fix this one.

    Best,
    Juan.

    Hi @juanfra – Thanks for clearing that up, this is much more acceptable. Respectfully, you had us worried!

    Plugin Contributor Juan Aldasoro

    (@juanfra)

    Hi @rob66bnu,

    Thanks for the follow-up. Yes, I think we had a misunderstanding. I’m happy that things are clear now and I’m really looking forward to fixing this one.

    Best,
    Juan.

    Plugin Support Masood

    (@masoodak)

    Hi there,

    I just wanted drop by and inform that our team has released an update that resolves the issue mentioned in this thread. Please make sure you update to the latest version and let us know if you still have trouble.

    Kind regards,
    Masood

    Thanks, @masoodak, I’m looking forward to installing and testing the new version.

    Thanks @masoodak!

Viewing 15 replies - 1 through 15 (of 16 total)
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