How to: Find an Order

So someone is here to pick up tickets.  First you'll check the file under their name, but they aren't there.  What now?

1. Search their name in Audience View.  The most likely case is that the tickets were sent to their email, in which case you can just switch the Selected Delivery Method to pick-up at box office, and reprint them.
2. If you're not finding the name, try searching with percent signs.  For example, if the name they gave was Dan MacDonald, try searching Dan% M%donald in case it was booked under Danny or Daniel, or McDonald instead of MacDonald.
3. Next, ask the patron if there are any other names the tickets could possibly be under.  Check the file and repeat steps one and two.
4. If the tickets were purchased by a volume buyer such as a hotel or are comps for an organization, try searching using the Customer Organization Name field.  The percent signs are also helpful here.  Additionally, you can try searching under the Client Name field in these cases.
5. Ask if they know where they're sitting.  If you double click a seat on the map in Audience View, you can see the order number and customer under which the seat is booked.  Additionally, you can press View History to see everyone who previously owned that ticket.  Perhaps they had returned the seat..?
6. Still nothing?  Search under their phone number in Audience View; maybe their profile is under their maiden name or their significant other's name.
7. Ask them if they have the credit card the ticket was booked under.  From the search orders page, type in the credit card number in the Payment Account Number field.
8. If they say the tickets were comps, it could be that they never were booked.  Ask who booking them.  If it was Joy, it could be your supervisor might know more about it.  If it was Sarah Hastelow, you might be able to get in contact with her; her extension is 159.  If they handed in a form to us for the comps, check the files in the phone room; they're organized by date.
9. If their tickets are for Anne, double check that they didn't actually buy tickets for Anne and Gilbert.  If they're unsure, the Guild's telephone number is (902) 620-3333.
10. If you're still unable to locate them, it is likely that the tickets were never booked.