Incomplete / Abandoned orders

As an event organizer, it is important to stay on top of the registration process and understand the status of each order placed for your event. One such status you might encounter is "Incomplete / Abandoned" orders. This article explains what an "Incomplete / Abandoned" order is, the common reasons why it occurs, and how to handle these orders effectively.

What is an "Incomplete / Abandoned" order?

An Incomplete / Abandoned order refers to a situation where a registration has been started, but the payment has not been successfully completed or confirmed. In these cases, the attendee may have begun the payment process but was unable to complete it, leading to the order being flagged as "Incomplete."

These orders are typically displayed in your View Orders page, helping you identify transactions that require attention or follow-up. In some cases, the attendee may not have finished their payment process, or there may have been a failure during the transaction process, such as a failed payment or an interruption in the payment gateway.

Reasons why an order was tagged "Incomplete / Abandoned"

There are several reasons why an order might be labeled as "Incomplete / Abandoned" . Below are the most common causes:

A common reason for an order to be marked as "Incomplete" is that the payment transaction itself failed at the payment gateway. This can happen due to issues like insufficient funds, declined payments, or network interruptions that prevent the payment from being successfully processed.

In rare cases, an order may be marked as incomplete if the buyer closes the browser window or navigates away from the payment gateway before the redirection process back to Eventzilla is complete. This can result in the registration being partially processed but not fully confirmed.

What to do with "Incomplete / Abandoned" orders?

In most cases, "Incomplete" orders reflect failed payment transactions. Therefore, it is usually safe to delete these orders from your records. However, in a small number of cases, a successful payment transaction may still be listed as incomplete due to the reasons mentioned above. For these orders, you will need to manually verify and confirm the payment before proceeding.

How to Handle "Incomplete / Abandoned" Orders

Manually Verify the Payment:

If an order is incomplete, check for any successful remittance from the payment gateway used, such as PayPal or Authorize.NET, corresponding to the particular order reference number (Order ref#). This will help you confirm whether the payment was successfully processed despite the order being flagged as incomplete.

If you find that the payment was successfully processed, manually confirm the order. You can do this by clicking on the specific order and choosing to confirm it. This will update the order status to "Confirmed" and trigger the dispatch of tickets to the attendee.

Key considerations

Monitor payment status regularly: It's important to regularly monitor incomplete or abandoned orders, especially if you are running a large event, to ensure all successful payments are processed correctly.

Communication with attendees: If you identify any issues with a specific order, you may want to reach out to the attendee to notify them about the issue or remind them to complete the payment process, if necessary.

Deleting incomplete orders: In most cases, you can safely delete "Incomplete" orders, especially if they reflect failed transactions. However, always verify the payment before taking action, particularly if you suspect a successful transaction was flagged incorrectly.

Incomplete / Abandoned orders in Eventzilla represent registrations that were not fully processed due to payment issues or interruptions in the payment process. While most of these orders reflect failed transactions, there are very minor cases where a successful payment might be flagged as incomplete.

By following the steps outlined in this article, you can verify, confirm, or delete these orders as needed, ensuring that your event’s registration process runs smoothly and that all valid attendees are properly confirmed.

If you need further assistance with managing Incomplete / Abandoned orders or have any questions, please feel free to reach out to Eventzilla support for additional help.