Products

Scroll down for the Step-by-Step Guide on how to create, link and sell Products

KEY TERMS & TIPS:

What is a Product?
An non-ticket item that you can sell.
This can be merchandise, event-specific products such as programmes/playtexts or food and drink.

How do I create a Product?
On the Products page, where you can add Product info, create a Price Table for it and grant Channel access/create visibility rules.

Do I need to add a Delivery Method to my Product?
If you'd like the customer to receive emails/tickets after adding a Product to a basket, you need to activate Print Rules on the Product Settings page.
For more info, see step 7 in our Step-by-Step Guide below.

NOTE - a Product must have the same Print Rules activated as the ticket items in a basket in order for the Delivery Method to appear. If products and tickets have different Delivery Methods, then none will appear to select in the booking flow.

Because of this, it's worth adding Product Merge Tags onto your standard Email/Ticket templates so that there's transaction info for your tickets and Products in the same email. See here for the Merge Tags you need for Products.

How do I set the prices for my Product?
By creating a Price Table for your product.
Just like your tickets, you can create a pricing structure in the form of a Price Table - the only difference being that you can only have one band for your product.

It is here where you can also grant Channel access to specific prices, by connecting them to your Variants, and also add your Adjusters and Discounts (if applicable).

For more info about Price Tables, go here.

How do I control who sees my Product and when?
Via the Visibility tab, where you can select the Channels you want the Product to appear for, control Linked Performances (for more info, see below) and create Visibility Rules, in which you can limit the circumstances in which the Product can be purchased.
For more info on Channels, see here.

How do I link my Product to certain performances of my event?
Via the Performances page of your Event and adding them to either individual or multiple performances using the Action bar.
For more info, see step 4 in our Step-by-Step Guide below.

Do I need to link Products to performances in order for it to show in the Box Office?
Not necessarily - as long as it has been granted the correct Channel access, it will be available on all performances for those channels once it's created.

However, if you wanted to control exactly which performances you would like it to be available for then you would need to link it via the Performances page of the event.
If after that you would like to link the product to another event, then you would need to link it to those specific performances as well.

NOTE - if you need to report on Products sold per performance then they must be linked to performances. If Products are not linked to performances, you will not be able to report on Products sold per performance.

For more info, see step 4 in our Step-by-Step Guide below.

How can I control the amount of Products I want to sell?
You can set an overall stock level on the Product itself or a per-performance stock level via the Performances page of your event.
You can choose to set unlimited inventory on the Product if you wish.
For more info, see steps 1 and 4 in our Step-by-Step Guide below.

How do I sell a Product?
Via the Box Office page or your Customer-Facing Booking Flow.

If you want to sell Products as upsells, customers/box office staff choose the Event and tickets first in the booking flow and then you can add Products in the next step. For more instructions, see step 8 in our Step-by-Step Guide below.

You can also sell a Product as an post-ticket purchase upsell. Go here for more info.

If you are selling a Product by itself, you just need to select the Standalone option on the Product info page and they can then appear in the booking flow in the Products tab in Box Office. You can also create a product themed URL for your website. Go here for more info.

Why isn't my Product available in Box Office or other purchase flows?
This might be because you haven't granted the correct Channel access or it has been unlinked to your performances.

When creating your product, you must enable Channel access via the Visibility tab of the product.
Then when creating your prices, Channels have to be given access to your Variants in the same way as for tickets. If they're not granted access here, then the product will show in the purchase flow, but will not be available to be added to the basket, as no prices will be available on that channel.

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STEP-BY-STEP GUIDE:

1. Create a Product

a) Select Products on the left hand side and then New Product

b) Enter details:

• Name
• Description
• Type - select from Hospitality, Physical, Digital, Service, Voucher 

• Image - jpg or .png image (no larger than 1MB)
• Inventory - Set a stock level of the product or select Unlimited inventory
• Available for Standalone Purchase? - tick box if you'd like to sell the Product as a Standalone item. They can also be sold as part of the ticket buying process. For more info about Standalone Products, go here

• Tags - for internal use, these will appear in your product list
• External ID - for internal use, a unique identifier for the product
• Voucher Settings - this will only appear if you have a Voucher product. If you do, enter the Voucher Name and Days Valid For. For more info about Vouchers, go here

c) Submit your Product

2. Create a Price Table

a) Select the Prices tab and New Prices

b) On the pop-up, enter the following details:

• Name
• Description
• Tax Rate - select from the dropdown

c) Click Submit and you'll get taken to your Price Table

NOTE - if you make any changes to your Price Table then you must click Save before leaving the page, otherwise changes will be lost. See below for how to add to your table

d) Add Band:

• Select New Band
• Enter a name

• Select a colour from the chart

• Add a description (optional) by right-clicking on Band and selecting Band Settings, enter description and then click Done. This description will then appear if you hover over the lines icon on the Band

e) Add Variants:

• Select New Variant
• Enter a name

• Enter the price for your Variant per Band

NOTE - all prices are automatically set to n/a ('not applicable'). If you'd like to there to be no price for a Variant/Band then you can keep it as n/a, otherwise you'll need to enter a price in the cell in order for it to appear for the customer

• Add a description (optional) by right-clicking on a Variant and selecting Variant Settings, enter description and then click Done

f) Add Channels to Variants:

• Right-click on a Variant and then click Manage Channels

• On the pop-up, either click the dropdown and select Channels, or type into the search box to find a Channel. Click Done to add to Variants

• Hover over the channel icon to see the Channels that have been added

g) Add Adjusters to Variants (if applicable - if not, skip to step g):

• Right-click on a Variant and then Manage Adjusters
• Select your Adjusters and then Add Selected Adjusters

• Select the arrow dropdown to see the Adjusters you've added and their fees for each price

h) Add Discounts (if applicable - if not, skip to step h):

• Select the Discount Mode toggle
• Click Assign Discounts

• From the pop-up, select your Discount from the drop down (you will need to create your Discount before this step. More info can be found here)
• Select which Variant(s) to apply the Discount to

• Click Done and you'll see the discounted price for each Variant

i) To add Adjusters, right click on the Discount Variant and click Manage Adjusters

j) Want to override a Discount/Adjuster price for a Variant? Enter the new price for the discounted Variant per Band in the price cell

k) Review & Publish Price Table:

• Click Save after you've made your changes. NOTE - you must save any changes you've made before progressing. If you Review & Publish without saving, the changes will not be saved/published

• Click Review

• Check the details are correct for your prices, including the Gross, Tax and Net figures

• Want to check for a specific Channel or Discount? Select your Channel and/or Discount Mode at the top of the page

• Want to make changes? Click Back to Edit
• Happy? Click Publish & Make Active

• Want to make changes once it's published? Select Click Duplicate As Draft and make edits to a new version of your Price Table
• Once that's edited and published then that will replace the previously published version. To view all versions of your Price Table - Draft, Archived and Active versions - click the dropdown on the top left, next to the Price Table title

3. Manage Visibility - Channels

a) On the Visibility tab which channels the product will appear for

b) Click Update

4. Link products to performances - would you like to limit which performances this product is available? (If no, skip to step 6):

a) Go to your event and click the Performances tab

b) Click the box next to the performances you want to link products to or find performances using the Filter bar

c) Select the Product icon on the Action Bar at the bottom

d) Select your product from the pop-up list

e) Select Link to Performances or Link to Performances, with a stock level per performance and then enter the number

f) Click Submit

g) To see linked performances, go back to Products and select your product

h) Select the Visibility tab and scroll down to Linked Performances

5. Want to un-link a product from performances? (if no, skip to step 6):

a) Individually:

• In the Linked Performances section of the product, select  on an individual performance
• Click Yes on the pop-up to un-link

b) In bulk:

• Go to your event and click the Performances tab
• Click the box next to the performances you want to link products to or find performances using the Filter bar
• Select the Product icon on the Action Bar at the bottom
• Select your product from the pop-up list
• Select Remove from Performances
• Click Submit to unlink 

NOTE - by default a product will appear for all events and all performances. By linking the product to performances it will then only appear for these specific performances. If after that you would like the product to appear for another event, then you would need to link it to those specific performances as well

6. Create Visibility Rules

a) Create Ruleset - on the Visibility tab on the product, scroll down and enter the following:

• Name
• Description
• Type - either All Rules must apply or At least one Rule must apply

b) Select Rules - Performance

So that the Product only appears for certain Performances, select the following options:

• Choose Performance
• Choose from Start Date, Start Time, Tag or Day of the Week
• If Start Date or Start Time - choose from is, is greater or equal to or is less than or equal to
• If Tag - select is and then enter/select your Tag  
• If Day of the Week - select day from the drop down

c) Select Rules - Transaction

So that the Product only appears for a certain type of Transaction, select the following options:

• Transaction
• type
• is
• Sale or Return

NOTE - you may want to choose a Transaction type is Return rule for an Exchange Fee Product - see here for more info

d) Select Rules - Price Band

So that the Product only appears for certain Price Bands , select the following options:

• Price Band
• Name
• is
• Enter the name of your Band, e.g. VIP Dining

e) Click Save Ruleset to apply rules

7. Activate Print Rules for your Delivery Method

a) Click the Settings tab

b) Click the pencil icon on your chosen Delivery Method. NOTE - if you want to sell the Product as an upsell, make sure you activate Print Rules for the same Delivery Method that's been activated on the event

c) When would you like the barcodes to be generated for your tickets?

• Immediately - barcodes will be generated once the order is placed
• Scheduled - set date and time for the barcodes to be generated

d) Do you have a Ticket Template attached to your Delivery Method? Select from the drop-down (these will need to be created prior to this step and will need to have Product Merge Tags in order for the right info to appear for the customer. Go here for more info)

e) Save Print Rules

f) The Delivery Method will then show as Active in the Status column on the Settings page

g)Want to deactivate a Delivery Method? Click on the pencil icon and then on the Print Rules page, click Deactivate

8. Selling products via Box Office

NOTE - the below are instructions for selling Products as upsells.

For instructions on Standalone Products, go here.

For instructions on post-ticket purchase Product upsells, go here.

a) Select Box Office on the left hand side

b) Select which Channel you'd like to sell tickets/products through

c) Select your Event and the performance you want to sell tickets for from the calendar

d) Add the ticket(s) you want to sell to your basket and click Continue to see products

e) Add your product(s) to the basket (NOTE - if you can't see your Product or the price has not appeared, this might be because you haven't granted the correct Channel access or it has been unlinked to that performance)

f) Click Continue to process payment and customer details. For full Box Office instructions go here

NEXT STEP: Want to make changes to an Order?
Exchange Tickets/Products
Refund Tickets/Products