Event Tickets Timing-Out in Cart
The problem: Event rosters are not entirely accurate because if an individual adds a ticket to their cart and the cart times out, they are automatically moved to ‘canceled.’ Sometimes this is okay if the order of operations is such that the ticket times out and then after they register again. However, if it’s the other way around (purchase ticket, go to purchase another, times out) they show up as canceled where they should still stay registered. This seems to create duplicate entries on the event roster.
Why it matters: This has implications for staff and volunteers managing events because they may not have accurate counts of registered participants and tickets. This also impacts attendees because their registration shows as canceled in their ‘My activities’ even though they have purchased tickets, leading to confusion and potential no shows. It’s also possible that the event might be over-sold, since the registered capacity doesn’t reflect those who are ‘canceled’ but do in fact have tickets.
Workaround: Staff have been investigating event registrations in Salesforce, but this is not feasible for volunteers and not sustainable for event staff managing large event rosters with money on the line.
Some extra context: our events system was built the same way as our courses and activities. Because everything we offer is size-bound, when someone adds something to their cart we effectively have to add them to the event/activity/course roster in order to hold their place on that roster and make sure no one else gets it. Which means, if you add something to your cart but never complete the purchase, it is going to show you as canceled from the roster (whether it is an event, course, or activity).
From a user experience perspective, it doesn't make very much sense to see yourself as canceled from something you never actually registered for. It would be great if we could figure out a way to internally exclude folks from a roster in the event that they didn't complete a purchase vs. someone who actually joined then canceled.
If we can only prioritize on set of stories, ideally we'd prioritize events first, as that's where the issue seems to be causing the most confusion for event hosts and attendees.