Eventbrite Integration updates

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Issue:

Eventbrite have changed their checkout process which has resulted in some unforeseen issues with how ticket, buyer and attendee information is being added to Donorfy.

 

Date of notification:

13/06/2024 email sent to Donorfy users that use Eventbrite

 

Description:

Previously the the webhook that sends the data of all your lovely ticket buyers, including attendees and custom questions from Eventbrite to Donorfy action this at the point of payment, as the payment was the last part of the purchasing process. 

The new Eventbrite checkout process now takes the payment before collecting the information of your attendees and custom questions. Meaning that the data sent to Donorfy does not include all of that information, known as the Order Form. Eventbrite has explained the changes to their process here: https://www.eventbrite.com/l/order-forms-post-checkout/

Whilst these changes are a positive move forward for the user experience in Eventbrite, it causes an unforeseen knock-on effect within our integration. Attendee information, along with communication consents asked through custom questions, will not be returned correctly to Donorfy. You are likely to see the effects of attendee information not being returned as 'Info Requested' constituents.

For consent information that has not been returned, this can be checked directly in Eventbrite for your constituents through Reporting > Custom Question Responses, then updated in Donorfy.
We would recommend checking all responses from April 2024 onwards whilst continuing to do so.

In light of the new process introduced by Eventbrite, we are working extremely hard in order to alter our integration to accommodate this change as soon as possible. Our priority is to ensure that the integration delivers in the desired way and returns the necessary data.

 
 

Investigation:

Deeper analysis of the changes made by Eventbrite and the impact that this has on the intricacies of the integration has been concluded

 

Remedial work:

Development works have been scheduled in as a matter of priority.

 

Time to resolution: 

We hope to have this resolved as soon as possible. This article will be kept updated and dates detailed.

 

 

Current items being actioned:

13/06/2024: An email was sent to all Donorfy users who have active an Eventbrite Integration

17/06/2024: Investigations regarding 'better checkout experience' completed

21/06/2024: Stage 1 changes passed to testing

26/06/2024: Acceptance testing completed and passed to QA for further testing

02/07/2024: Testing results for Stage 1 completed in QA testing environment - results below

 

The process for adding Buyers and Attendees to Donorfy has been amended so that where the Attendee information is not known at the point of entry a new Constituent will be added to your Donorfy with the following naming convention:

  • First Name: EventbriteAttendee{Eventbrite Attendee ID}
  • Last Name: EventbriteEvent{Eventbrite Event ID}

Stage 2 of development works will poll Eventbrite as part of a scheduled routine to collect any updated personal details for the Attendee, and then update the matched Constituent in Donorfy.

 

During testing we have also found that Eventbrite considers ticket add-ons, such as sales for merchandise, as separate Attendees and there is no way to distinguish if an Attendee is a person or a item sold.

Therefore, when tickets and add-ons are added to Donorfy, there are multiple separate Attendees (Constituents) added. This means that an event with multiple tickets and multiple add-ons could result in a large number of Constituents added.
For example. someone registers a team of 6 runners for a marathon, and they'd also like 6 t-shirts, and 6 water bottles.
This results in a total of 19 constituents being added:

  • 1 x buyer Constituent
  • 6 x Attendees added for tickets
  • 6 x Attendees added for t-shirts
  • 6 x Attendees added for water bottles

For charities with heavy use of Eventbrite with tickets and add-ons, this could result in a dramatically rising Constituent total. As charities are paying for Constituent numbers, this is not ideal. 

The proposed solution is to use the feature within a Campaign's Eventbrite tab called 'Exclude attendees holding these ticket types'. Add on items, such as t-shirts, water bottles, mugs, etc can be set to be excluded from being added to Donorfy as an Attendee. All other details are added to Donorfy. 

 

31/07/2024: Development works continue on Stage 2. 

August / September: Code review and testing of the updates

24/09/2024: Updates to Eventbrite Integration Released.

Please see the article below covering the updates to the integration and also the actions that are required to be completed to ensure your integration works with Eventbrite's Better Checkout Experience.

 

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