If a show is completely sold out and someone is looking for tickets, we can offer to put them on our waiting list. Our policy for waiting lists is that if seats come available, we will call each person on the waiting list in order until the remaining seats are sold. If we are unable to reach a patron, we do not leave messages; we simply move to the next person on the list. Note that we do not create waiting lists for shows that aren't completely sold out (eg if we've run out of $25 tickets, we won't make a waiting list for that price type as the patron could still purchase $50 seats).
Adding Someone to a Waiting List:
Go the seats tab in the lefthand menu of Audience View and click the 'search' button. Find the desired show on the list and tick the box; then, select the 'request seats' option from the top of the page. Change the number field to the number of seats the patron is looking for, change the price type if applicable, and be sure the status is sent to chargeable pending fulfillment. Next, navigate to the summary tab, set the delivery method to hold and the balance due date to the date of the show. Note in the comments section what compromises the patron is willing to make -- if they want four tickets and two come available, would they still be interested? Do they want us to call if the seats aren't together? Double check that the phone number(s) on the patron's account are the one(s) at which they can best be reached, and create the order. The patron has been added to the waiting list. Note that you can put them on the waiting list for multiple shows, if they have flexibility in dates.
Checking the Waiting List:
To check the waiting list, navigate to the order tab in Audience View's lefthand menu. Select Load New Search, and then Advanced Order Search. Under Performance Request Status, highlight the Chargeable Pending Fulfillment option and search. Be sure to filter the results by order number so that the first order will be the oldest, not the most recent addition to the waiting list. When you book the tickets for someone on the waiting list, be sure to remove the chargeable pending fulfillment seats to prevent the patron from paying double. Change the Selected Delivery Method from hold to the appropriate setting, and book the order as you typically would.
Returning Tickets to a Sold-Out Show:
If you're returning tickets to a show that was previously sold out, put the seats on hold and check if anyone is on the waiting list before releasing them to the public. To put tickets on hold, go into the seat map in Audience View, and at the top right of the screen next to where the number of tickets you have displayed is selected, click the H button, and then click on the orange square (Online - No Sales) under the Colour Description list. Select the seats on the map, and the dots will be surrounded by orange circles. Update changes, and the seats are now on hold (be sure to press update changes and not order summary or else the tickets won't be held).
Showing posts with label returns. Show all posts
Showing posts with label returns. Show all posts
Tuesday, 23 June 2015
Thursday, 11 June 2015
How to: Returns and Exchanges
Exchange basics:
Our return/exchange policy is that as long as it is not the day of the show, we can return/exchange tickets at a charge of three dollars per ticket. Our return/exchange policy is on the back of every ticket, and we inform our patrons of this policy at the end of every order.
To perform an exchange, simply remove the seats in Audience View, and then add seats for the new performance to the order as you normally would. Next, navigate into the Miscellaneous Items tab and add a quantity of Return/Exchange fees corresponding to the number of tickets they are switching. If they are doing their exchange in person but the tickets were purchased online or over the phone, also add an appropriate number of Phone/Internet Convenience Fees to the order through the same tab. Take payment, and when you put through the order, you'll be prompted to give a reason for the ticket switch. It is not necessary that they bring in the tickets to have them replaced; they may dispose of them themselves. If the patron is calling to do the switch, offer to send their new tickets by email or have them left for pickup at the Box Office.
Return basics:
Returning is very similar, except in addition to the return/exchange fee and possibly the phone/internet convenience fee if the tickets had been booked over the phone, also add a Return/Exchange gift card from the miscellaneous items tab. If you need help making a gift card, see How to: Gift Card Basics.
Exchanging tickets purchased under a promotion:
If the patron wants to switch their tickets and the originals were purchased with a promo code, they can keep that promotion on their new tickets, even if the promotional period is over. However, they must abide by the original restrictions of the promotion. If you're unsure for which dates the promo was valid, search the bulletins for the promo code. It's easiest to add the new tickets before you remove the old ones, since then the promo price type will be activated for the order and will show up in the price list; if you take away the seats first, you might not be able to activate the promo if it's outside the promotional window.
Returns onto a credit card:
In most situations, it is against Centre policy to return back to a credit card. However, in some situations it is appropriate, such as if the patron wants you to add the CAA discount to an order they had made online, or if you were the one who made the mistake. There is only one way to do returns onto a credit card that do not require supervisor override; if you're getting a validation error, be sure you're using the proper return method. First, make all the changes to the order that you want to make. The amount the order is overpaid should show in red under amount due on the righthand side of the summary window. Expand the credit card payment, and click partial refund. Process the order, and the balance should have successfully been put onto the patron's credit card. You won't need the patron's card to do this, unless the original payment had been made in person; then, you will need them to put their card in the reader, and have your supervisor override.
Our return/exchange policy is that as long as it is not the day of the show, we can return/exchange tickets at a charge of three dollars per ticket. Our return/exchange policy is on the back of every ticket, and we inform our patrons of this policy at the end of every order.
To perform an exchange, simply remove the seats in Audience View, and then add seats for the new performance to the order as you normally would. Next, navigate into the Miscellaneous Items tab and add a quantity of Return/Exchange fees corresponding to the number of tickets they are switching. If they are doing their exchange in person but the tickets were purchased online or over the phone, also add an appropriate number of Phone/Internet Convenience Fees to the order through the same tab. Take payment, and when you put through the order, you'll be prompted to give a reason for the ticket switch. It is not necessary that they bring in the tickets to have them replaced; they may dispose of them themselves. If the patron is calling to do the switch, offer to send their new tickets by email or have them left for pickup at the Box Office.
Return basics:
Returning is very similar, except in addition to the return/exchange fee and possibly the phone/internet convenience fee if the tickets had been booked over the phone, also add a Return/Exchange gift card from the miscellaneous items tab. If you need help making a gift card, see How to: Gift Card Basics.
Exchanging tickets purchased under a promotion:
If the patron wants to switch their tickets and the originals were purchased with a promo code, they can keep that promotion on their new tickets, even if the promotional period is over. However, they must abide by the original restrictions of the promotion. If you're unsure for which dates the promo was valid, search the bulletins for the promo code. It's easiest to add the new tickets before you remove the old ones, since then the promo price type will be activated for the order and will show up in the price list; if you take away the seats first, you might not be able to activate the promo if it's outside the promotional window.
Returns onto a credit card:
In most situations, it is against Centre policy to return back to a credit card. However, in some situations it is appropriate, such as if the patron wants you to add the CAA discount to an order they had made online, or if you were the one who made the mistake. There is only one way to do returns onto a credit card that do not require supervisor override; if you're getting a validation error, be sure you're using the proper return method. First, make all the changes to the order that you want to make. The amount the order is overpaid should show in red under amount due on the righthand side of the summary window. Expand the credit card payment, and click partial refund. Process the order, and the balance should have successfully been put onto the patron's credit card. You won't need the patron's card to do this, unless the original payment had been made in person; then, you will need them to put their card in the reader, and have your supervisor override.
Wednesday, 3 June 2015
How to: Gift Card Basics
Someone is paying with a gift card:
In Audience View, select Add Payment and choose 'gift card' from the drop down menu. If they have a lime green gift card, you'll want to use the CHASE Paymentech terminal. If they give you a gift card with four different coloured squares, see How to: Old Gift Cards.
Press the green button on the terminal, and then 4- Gift and 1- Redemption. Type in the amount they are paying, then swipe. You will be given two receipts; write the order number on the top of the merchant copy along with your initials and place it in your till, and give the customer copy back to the patron. If there is money left on the gift card, place a new white sticker on the top right corner and write down the new balance. If the gift card is now empty, return it to the pile of empty gift cards.
If the patron does not know how much money is on their card, call 1-800-242-5353 and follow the prompts on the automated system to find out the balance.
Gift cards can be used over the phone. When prompted to swipe the card, simply type in the card number instead.
Gift cards can be used over the phone. When prompted to swipe the card, simply type in the card number instead.
Someone wants to buy a gift card:
In Audience View, click on the Miscellaneous Items tab in the lefthand sidebar and choose gift card. If the patron is buying a gift card, you'll want to put 1 in the Gift field. Keep in mind this is the number of gift cards, not the amount on the card; if you type 30, thirty gift cards will be added to the order. You should automatically be returned to the order summary. Now click the Other tab in the top bar. Change the amount field to the amount of money they'd like on the card, and press update details. A gift card is now added to the order, and you can proceed as you would normally.
To make the gift card, go the CHASE Paymentech terminal and press the green button, then 4- Gift and 0- Issuance/Add. Press enter to accept 1 for the number of gift cards (even if you're making multiple, don't try to do multiple at once as it makes balancing the slips more difficult for supervisors). Enter the amount they'd like on the gift card, enter, and swipe. For the payment method, select 3- Cash/Comp. Write the balance on the white gift card sticker, place the card in one of the 'give the gift of the arts' holders, and put it in a ticket envelope along with the customer copy of the receipt. Write the order number on the merchant copy along with your initials and place it in your till.
Returns:
Gift cards are made for returns in exactly the same way as for purchases, just instead of using the Gift field to add a gift card in Audience View, use Return/Exchange. The rest of the procedure is identical. If the customer is returning over the phone, write their name on the envelope and place it alphabetically in the gift card file (beside the batch file).
Gift Cards and Cash Sheets:
Only gift card payments are recorded on your cash sheet, although you should include all gift card slips when you hand your sheet in to your supervisor, as well as any old gift cards, signed invoice payments, and signed credit card receipts. Under Gift Card Totals (AV) write down the total given for gift cards in your End of Day Balance report from Audience View. Under Gift Card Slip Totals, write down the total of all your gift card redemption slips from your till. While these numbers will often be the same, they may differ as operators on phones will put their slips into the tills of counter operators.
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