Support forumCategory: BugsAppointments not cancelling in Google then readding!
CraigMcKee asked 1 year ago

So, I had a customer cancel an appointment, it shows as cancelled in EA but then it has pulled the entry from Google Calendar and readded it to our calendar.   So, it didn’t delete the event from Google Calendar and then when the cron job has run to sync back from Google it has readded a cancelled event.  

CraigMcKee replied 1 year ago

I would appreciate an answer as this is still happening. I have changed the confirmation email so it has #url_cancel# rather than a link but this user immediately received an email saying his appointment had been cancelled but as you can see, 3 minutes later it’s synced back from Google Calendar so cancelled in EA but not in Google.

https://snipboard.io/saY91Q.jpg

12 Answers
CraigMcKee answered 1 year ago

I would appreciate an answer as this is still happening. I have changed the confirmation email so it has #url_cancel# rather than a link but this user immediately received an email saying his appointment had been cancelled but as you can see, 3 minutes later it’s synced back from Google Calendar so cancelled in EA but not in Google.
https://snipboard.io/saY91Q.jpg

Nikola Loncar Staff answered 1 year ago

Hi, do you have access to database for your site? If you have access can you please try to read couple of last rows from table named ...ea_connect_links. Need to check values that are set for google_event_id. Also I have noticed that you have 15K appointments inside your database, do you clean that up from time to time?

Best regards,
Nikola

CraigMcKee answered 1 year ago

Hi, thank you for the reponse. 
Google Event IDs for the last two lines are: 
tc21tgjc9hvhtmnb8ev3edslno
9mqqtp29guc6io0ms2lp3tt4ug
I didn’t know I should be “cleaning” anything sorry!! Can I just delete old appointments in WordPress and it will delete those database entries?  How often should I be clearing them? 

Nikola Loncar Staff answered 1 year ago

Hi thanks for answer. Looks like those ids are fine. Regarding cleaning you can turn that on. So EA will remove old events after 6 months. Also I have one question I see that there are two different service for that same event?

Best regards,
Nikola

CraigMcKee replied 1 year ago

I thought I had it set to that – should I be doing it more often if they are getting that many appointments?

So, for some reason, that appointment was made at 11:14 (showing as confirmed) then it seems like it’s been added from Google Calendar at 11:23 so it is showing twice in Google Calendar – this happens relatively regularly too….

Nikola Loncar Staff replied 1 year ago

Also can you please tell me what is current sync interval in Extension settings?

Best regards,
Nikola

CraigMcKee answered 1 year ago

5 minutes

CraigMcKee answered 1 year ago

But that at least isn’t causing us a problem, it’s just an annoyance. 

Nikola Loncar Staff answered 1 year ago

Hi, can you please try with 10 minutes sync interval. Maybe there are some issues with time that is needed for sync.

Best regards,
Nikola

CraigMcKee answered 1 year ago

Thank you, the only other option is 15 minutes so I’ve set it to that to try.  I’ll keep you posted. 

Nikola Loncar Staff answered 1 year ago

Thanks, maybe 5 minutes was too short period between syncs.

Best regards,
Nikola

CraigMcKee answered 1 year ago

Maybe, my concern always was the barbers would block a break or holiday in Google and someone would book an appointment in the same time slot before it synced back and that’s why I had chosen the shortest interval.  
We get about 5% double appointments but only recently started getting this auto cancelling issue which is causing a problem. I’ll keep you posted. Happy to give access if you wanted to have a look around though. 

Nikola Loncar Staff answered 1 year ago

Thanks, please keep an eye on it and let me know if you spot any pattern of those things. That would help a lot to find exact issue.

Best regards,
Nikola

CraigMcKee answered 1 year ago

I’ve taken out the cancel link but a customer got an automatic cancellation email anyway today – the appointment is showing as cancelled in EA but then it pulled back from Google Calendar so it’s still there….
It’s a real mess – no idea whether we’re coming or going.