Troubleshooting- I can't find an entry/nomination, what should I do?

If you believe an entry has been made but can't find it in the back office there are several places you can check:

In basket/Saved

If an entrant tells you they have already submitted their nomination but you can't see it you could first check the In basket/Saved area. If the nomination appears here then the customer has not proceeded through all the required steps to submit the entry and should be directed to do so. For more information on where you can view In basket or saved items see Related Articles below.

If a customer's nomination is "Saved" you may need to direct them to move it back to the basket using the "Move to basket" button and continue on with the checkout process from there.

Revenue> Transactions> List> All

The "All" tab in the transactions area shows all transactions including those which are incomplete, processing or cancelled. You can search for the customer by name or email address and see the transaction status in the last column:

Incomplete

If a transaction is at an "Incomplete" status this means the customer has moved beyond the basket but hasn't moved through all the steps and submitted their nomination This means they could be at the personal details, invoice details or summary steps. You can advise the customer to complete their entry by logging in using the same email address they started the nomination with. On the left hand side under "Transactions" click on "Incomplete". They will see the option beside the transaction to "Complete".

Processing

If a credit card transaction is at a "Processing" status for longer than a few minutes, this can be for one of 2 reasons:

1. The customer has gotten to the payment gateway and abandoned the window e.g. they have forgotten their card
2. Rarely it may be because the payment provider (e.g. Stripe, WorldPay, SagePay) has failed to send a message back to Evessio confirming if the transaction has been successful or not.

If it is reason 1 the customer can "Re-process" the transaction from the same area as the incompletes above.

To determine if it is reason two you should check your finances to see if a payment has come through to your card payment account (not Evessio). If so you can mark the transaction as complete. For more information please see Related Articles below.

Cancelled

Alternatively if it is a free entry the transaction could have been cancelled by either a admin user or the customer. If a transaction has the status of "Cancelled" you can see who cancelled it by clicking on the Transaction ID and scrolling down to the history.

A "Cancelled" transaction can be reprocessed in the same manner as "Processing" and "Incomplete" transactions.