Selling Tickets

To sell tickets for an event, follow the simple steps below

1. Select Channel:

a) Go to the Box Office page on the left hand side and ensure you're on the correct Channel by clicking on the Settings button in the top right hand corner

b) On the pop-up, select which Channel you'd like to sell tickets through. If you have different Purchase Flow options, select the correct one from the drop down. Click Save to proceed

2. Select Event and Performance:

a) Select your Event from the Event list

b) Select the performance you want to sell tickets for from the calendar 

3. Select Seats:

a) Zoom in on the venue plan to focus on seats

b) Want to find seats in a particular band? Click on a Band in the price legend and the venue plan will focus on the seats attached to that Band. You can also do this for an Availability in the row below

c) To go back to all seats and Bands, click the cancel/circle icon to the left of the legend to clear selection. You just need to make sure you're in Basket mode

NOTE - you can collapse the legend if you need to, in order to see the entire venue plan. Just click the down arrow in the bottom right and the legend will disappear. If you need it up again, click the up arrow.

d) Select your seat(s) from the venue plan. To select multiple seats, hold down the shift button on your keyboard and the Paintbrush will appear

e) Still holding down shift, click and drag across multiple seats with the Paintbrush

f) Want to remove any seats you've added? Hold shift + command (if using a mac) or shift + control (if using windows) and the Eraser icon will appear. Still holding down shift, click and drag across the seats with the Eraser

4. Add to Tickets to Basket:

a) Once you've selected your seats, let go of shift to release the Paintbrush

b) Have multiple price options? Select the price of the seats from the pop-up. Here you should see any Full Price ticket options and, if the channel has been given automatic access, the discounted prices for this performance

c) Want to add a discount that hasn't been automatically applied? (if no, skip to step h):

• Click Add Discount Code on the left of the venue plan

Reserved Seating:

• On the pop-up, enter the Coupon code and click Submit

• Select seat(s) from the venue plan
• On the pop-up, click the dropdown to see discount price options. Once you've selected the ticket, click Add To Basket

NOTE - if you have selected the Automatically apply discount to channels? option for your discount, then the discounted prices will automatically show as an option to select alongside your full priced items

d) Once you've added the ticket to the basket, they will be reserved in basket and the transaction will begin. Want to change the Reservation Expiry time for your Channel? Edit the Booking Time Limit

e) Click the trolley icon in the top right of the venue plan page, to be taken to your basket at the bottom of the page

f) Check that the Basket details are correct. To see Adjuster details, click the downward arrow next to the Gross ticket price. To remove any individual items from the basket select the red bin icon or Clear Basket to remove all items

g) Click Continue to proceed

5. Add Products? (if no Products, skip to step 3)

a) Click the plus button next to any Products you want to add to your basket

NOTE - if you can't see any products you've created or you're not able to select them for your basket, this might be because you haven't granted the correct access yet, or they have been unlinked from the performance. See here for more info

b) Click Continue to add customer details

6. Customer details:

a) Add Customer details, including:

• First Name
• Last Name
• Email Address
• Phone Number - optional
• Address - optional

Click Skip Customer if you don't want to add these details. NOTE - you will not be able to skip customer if you have a mandatory Opt In. See below

b) Select your Opt In if you have one. You will have needed to create these and attach to your Event prior to this step. See here for more info

c) Click Continue

7. Order Options:

a) Select Delivery Method from the drop down

NOTE - Delivery Methods are an optional step at Box Office. This might be because you may want to put through an order but not send out the tickets yet, want to print tickets at a later date or you may not want to have a customer on the order. If you choose to skip this step, it will mean that the customer will not receive their tickets when you put through this order

b) Add a Lead Booker Name - optional. You may want to do this if you are making a group booking or want to link with another order

c) Add a Note to order - e.g. 'Access', 'VIP', 'Group booking', etc.

8. Process Payment:

a) Check Basket details. If you want to make any changes or add more items, click Back to Order Details or Add Products or Vouchers which will take you to the Products page

b) Not ready to complete payment but want to come back to it? Click Save As Reservation and on the pop-up, choose from the following time options for when you want this reservation to expire (if you're ready to complete payment, skip to step c):

• Never
• Specific Time - select date and time options from the dropdown

When you want to continue the transaction, click Edit Transaction on the order page to return to your basket. For more info about reserving tickets, go here

c) Scroll down and select Payment Method and from the drop down. If it's a Chip & Pin/Terminal Payment Method, then select the Terminal from the dropdown underneath (you will have needed to create these and grant Channel access prior to this step. See here for more info)

d) Paying for the entire order with this payment method? Select 'Pay total order using this method'

e) Want to split the order between this and another payment method? Select 'Pay partial order balance using this method' and enter the amount to pay using this method

f) Ready to complete payment? Click Pay & Update Basket Total  - NOTE, the Payment Received line must match the Subtotal line in order to for the transaction to be completed. If you have processed payment for part of the order, then you must put through the remaining amount

g) You will then be taken to the Order page where you can see all the details. If you scroll down to the Items list, you can see links for:

• The Event in Box Office
• The performance in Box Office
• The payment details

TROUBLESHOOTING:

Why can't I see my Event when I select my Channel?
This is because your Channel hasn't been granted access to your Event yet. You just need to get in contact with the relevant team member who can change Channel access on the Event page.

Why can't I see performances on the Event calendar?
This is because your Channel hasn't been granted access to performances yet. You just need to get in contact with the relevant team member who can change Channel access on the Performances page on the Event.

Why aren't discounted price options appearing as an option to select for my tickets?
This is because the option to automatically appear at box office hasn't been selected on the Discount. You just need to get in contact with the relevant team member who can change the settings on the Discount page.

Why can't I see Products as an option in checkout?
This is because your Channel hasn't been granted access to Products yet, or they have been unlinked from the performance. You just need to get in contact with the relevant team member who can change Channel access on the Visibility tab on the Product page.

Why aren't Opt Ins showing in checkout?
This is either because your Channel hasn't been granted access to an Opt In or it hasn't been attached to the Event. You just need to get in contact with the relevant team member who can either change Channel access on the Opt In page or change the delivery settings on the Event page.

How can I change the Payment Methods that appear in checkout?
You need to contact the relevant team member who can add Payment Methods on the Organisation Settings page and enable Channel access.

Why hasn't my customer received their tickets?
This might be because Customer details or Delivery Methods have not been added to the order. If a customer has been added but not delivery method, then you can send the customer their tickets by clicking 'Email Order' on the Order page. See here for more info about resending tickets.

NEXT STEP: Want to make changes to your Order?
Exchange Tickets
Refund Tickets