Hi
we have a custom marketing website and we use the TNEW cart for payment. we recently noticed that our guest selected the tickets for xyz date with entrance at 10:00 AM. However, on the PAH and seats got reserved under abc date after the payment. This issue is primarly happening with international orders. did anyone else had this experiance?
Please advise
(Sorry if this is obvious and you're way past it)
It's not that you have dates formatted as numbers? e.g. 04/05/2024
I would read here as 4 May 2024 not 5 April 2024.
We had a similar issue at my previous workplace, and it turned out the event times on our website were showing in local time based on where the customer was located. When the e-tickets were sent, the customer would see our venue's local time and realise it didn't match the entrance time they thought they'd selected.
I figured this out by switching the clock setting on my computer to different time zones and then looking on our website and seeing all the event times had changed.
(This was a custom-site rather than TNEW so it may not be the same issue, but could be worth investigating!)
how did you resolve this?
one of the guest brought the ticket for April 26th but they got the ticket for March 16th. :(
As we had a custom ticket purchase path, our web agency had to change some settings to stop this happening. Sorry, can't be more specific as the problem wasn't at our end.
Aside from the issue I've mentioned, most instances I've seen of the wrong date being purchased were actually customer error. You could try asking Tessitura Support if they can pull the web session logs for the order as this will show in more detail what the customer did. I think the logs are only kept for a certain time period, so they may not still be available if the order wasn't made recently.
Good luck getting to the bottom of it!