An incomplete order is any transaction attempt from a buyer that was never finalised.
No tickets were issued and no sales have been credited to your event.
A pending order will become an incomplete order after the checkout time expires.
A list of incomplete orders can be found by looking at the orders/refunds > orders page. Select the filter button to the right of the search bar and filter order status = incomplete.
Is having incomplete orders a bad thing?
No, every event will have incomplete orders. This is simply because not every person who visits your event or begins a ticket purchase will finish it. This is called a "conversion rate".
Buyers may get interrupted, realise they're not interested, have an issue with their card, or choose to return later.
Track your views and conversion rate for your event page
Navigate to the reports > analytics page to see how your event exposure and sales are tracking.
Does having incomplete orders mean buyers can't purchase tickets?
No, there may be several reasons why a buyer attempted a purchase but did not complete it. You may also note that you do have successful ticket purchases.
If you have reports from multiple ticket buyers claiming they cannot purchase tickets due to an error they are receiving at checkout please contact the Humanitix support team as soon as possible. You can use the messenger after logging in, or email us directly at [email protected].