Scroll down for the Step-by-Step Guide on how to manage your customers
KEY TERMS & TIPS:
What can I do on my Customers page?
Add a new customer and edit existing customer details, including addresses and opt-in responses.
The Customers page shows all customers who have purchased a ticket for your events, so it will updated automatically after a sale, but you can also add a new customer here if you wish.
See our Step-by-Step guide below for more info.
Why can’t I update my customer name/email address?
This is most likely because the name and/or email address you are trying to change it to already exists on another customer profile. You can use the Search bar at the top of the page to check if that name/email is attached to another customer.
See Step 3c in our Step-by-Step guide for more info.
How do I sell tickets to my customers?
Via the Box Office page and selecting the channel and event that you want to sell for, before putting through customer and payment details.
For more info, go here.
How do I find the tickets that my customers have bought?
Either by using the Search bar at the top of the page or via the Orders page, where you can make changes to the order such as exchanges or refunds.
If you have Reserved Seating, you can also use the venue plan on the Box Office page to find the order attached to a seat. Go here for more info.
How else can I retrieve customer data?
By running a customised report via the Reporting page.
See here for more info.
What do I need to do before managing/adding customers?
Sign up to a Line-Up account.
Set up your Organisation.
What do I need to have created by this point?
Your Event by completing the Info page.
The Price Tables and Price Profiles for your Event.
Your Delivery Methods and Opt Ins.
1. Add a new customer:
NOTE - a customer will be automatically created on Line-Up when customer details are provided with an order (unless the Skip Customer option is selected. See here for more info), so this is not a mandatory step.
a) Go to the Customers page and click New Customer
b) Add details:
- First Name
- Last Name
- Email Address
- Password - leave blank to generate one
- Tags - optional, help filter your ticket buyers
- Phone Number - optional
- Address - optional
c) Click Submit
2. Edit Customers:
a) Use the Search bar anywhere on Line-Up to find your customer by searching for:
- Email Address
b) On the customer profile, click Edit to amend details
c) If you want to remove the customer from your account, click Delete
3. Editing email address:
a) Click Edit on the customer profile page
b) Enter the new email address into the field and click Submit at the bottom of the page to save
c) Is the new email address already attached to another customer profile? If so, there are a few options here:
- Change the email address on the other customer profile, in order to free up the correct email address to be used on this customer profile. NOTE - these customers will appear with these updated email addresses in reporting
- If you are changing a customer email address so that they can receive ticket emails, and you don't want to do the above, then you can always send ticket PDFs to the customer directly. To do this, click Print As or Download PDF on their order page and send them the ticket PDF file by email. See here for more details
4. Updating Opt-In response:
e) Want to update their response to an Opt-In they've selected on an order? Click Update Response. Once you've updated their previous response, this will create a new Opt-In response which will appear in the Opt-In History, as well as a link to the Opt-In