Analytics Report Shows Registration but User Not Appearing in Revenue Report

[KatieSandham]

Hi all, We have come across some instances whereby learners show on the analytics report with Registration 1, they have been allocated a Canvas User ID, but they show Revenue 0 and Enrolment 0 (which is ok cause they may not have enrolled). However, when we download the Revenue report, they don't appear at all (even as a free course applicant). Could this be because they are only going so far in the process e.g. not paying? It's very confusing and taking time to resolve.

We've had at least 10 or so of these in the last few months and we need to understand if it's something we need to be concerned about, it's very worrying that we might be losing potential students.

Any help much appreciated.

Katie

[KataKeri]

hi @KatieSandham

If the students payed for the courses they should appear on the revenue report. I guess these are not free courses, so if the payment succeeded they should appear there.

Same for enrollment, they should appear if they have enrolled in the course.

[KatieSandham]

Hi Katakeri,

Yes, they should show on the revenue report, however, we are experiencing issues where users show on the analytics report as a but with no payment or enrolment, for paid courses, which should not be the case. I understand that they may have registered and paid and not necessarily enrolled.

How is it possible for a learner to show as registered for a paid course when we don't have confirmation of payment? It seems to be something to do with write back of the transaction ID? The learner sent us a payment receipt from paypal and it wasn't showing in our revenue report.

Any support would greatly be appreciated so that we can understand if this is just a one-off or larger issue.

Thanks,

Katie

[KataKeri]

@KatieSandham We will take a look with the team and I'll get back to you.

[KataKeri]

@KatieSandham can you please link the URL of the Catalog where this issue is present? Thank you.

[KatieSandham]

@KataKeri - here you go:

https://open.ucc.ie/  

[KataKeri]

@KatieSandham 
We found the following.
There are multiple cases like this, where the student registered and started the enrollment flow, but did not finish it. In these cases no payments were made, the users just left the flow at some point.
We see no errors on our side.

[KatieSandham]

@KataKeri  Thank you.  So, for the purposes of the analytics dashboard, a "Registration" isn't actually a completed registration, it's simply where someone added something to their basket and perhaps moved through to creating an account but didn't pay?  

[KataKeri]

@KatieSandham Exactly. Registration in Catalog analytics means that someone registered a Canvas account through Catalog (this can be during the enrollment flow which can contain payment if the course is not free). This is in other words signing up for a Canvas profile, and not registering to a course - we call that enrollment.