What happens if there is an oversell of tickets?
Why this happens
If somebody receives a ticket that is over the maximum tickets, for example, ticket 51 when there are only 50 tickets, it is usually because they have checked out after a competition has closed/sold out. It could also be due to a delay in your payment gateway returning a 'payment successful' response until after the competition closes.
You can either continue with the oversell of the ticket or delete the ticket and refund the customer.
Deleting the tickets
You can delete tickets via the results page. Hover over the ticket and a 'delete' option will appear:
You can also delete multiple tickets by using the checkboxes and the 'Bulk actions' dropdown at the top of the list:
Please note that deleting tickets will remove them from the ticket database but will not refund the customer's order.
Mark the order as refunded
You must mark the order as refunded so the order appears as refunded on the customer's My Account section. This will also trigger an email to the customer notifying them that the refund has been processed.
Go to WooCommerce > Orders and find the order you would like to refund. You can use the search bar if there are lots of orders to filter through.
Scroll down and hit 'Refund'
Complete the form with the amount you need to refund and then hit refund manually.
You can add a message to the customer in the 'Reason for refund' box and this will be included in the email telling the customer why the order has been refunded.
Your order status should now be changed to 'Refunded' using the order status dropdown. Hit 'Update' at the top right of the screen to save the order.
Process the refund
You must now log into your payment gateway portal and issue a refund to the customer. Please refer to your payment gateway instructions on how to do this, but it's usually just a case of searching for the order number and hitting 'refund payment'.