Reserving Tickets

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

1. Select Tickets:

a) Select Box Office on the left hand side

b) Select which Channel you'd like to reserve tickets under

c) Select your Event

d) Select the performance you want to reserve tickets for from the calendar (NOTE - if you can't see any performances, this might be because you haven't granted the correct access yet. See here for more info)

e) Reserved Seating event (if not, skip. to step 2f)? Select your seat(s) from the venue plan

f) Select the ticket(s) you want to reserve to your basket. Here you should see any Full Price ticket options and, if the channel has been given automatic access, the discounted prices for this performance. Want to add a discount that hasn't been automatically applied? (if no, skip to step 2g):

• Select Add Discount Code at the top of the page

• Enter Coupon code and Submit

• The discounted ticket prices will then appear for you to select if you wish

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

g) Once you've selected the tickets, they will be reserved in basket and the transaction will begin.

h) Check that the Basket details are correct. To check Adjusters (i.e. fee details) click the downward arrow and to remove any items from the Basket select the red bin icon or Clear Basket

e) Happy? Click Continue

3. Add Products to the basket? (if no Products, skip to step 4)

a) Click the + icon next to the product(s) you want to add to your basket 

b) Click Continue to add more details to the order

4. Customer details:

a) Add Customer details, including:

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

Select 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 the Opt In(s) if necessary

c) Click Continue

5. 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

• If you don't want the customer to receive anything, skip this option. You can attach the delivery method when completing the transaction later on
• If you do, then it might be worth attaching a reservation-specific Delivery Method (see here for more info)

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.

d) Click Continue

6. Save as Reservation:

a) On the Payment Method page, check Basket details. If you want to make any changes or add more items, click Back to Order Details

b) Underneath your basket, click Save As Reservation

c) Choose from the following time options for when you want this reservation to expire:

• Never - reserve them indefinitely (i.e. until you complete the transaction or manually release them)
• Specific Time - select date and time options from the dropdown for when you would like the tickets to be released

7. Want to edit the reservation and save again?

a) To find your order, choose from the following options:

•  Use the Search bar at the top of any Line-Up page to find an order. Use the customer name, email address, event name or reference number

• Reserved Seating (if not see the next option, below)? Go to the Box Office page, select your event and performance and on the venue plan, hover over these seats to check the name attached to the booking

  

  Right-click on the seat and you'll see View Transaction appear - click this and the order will appear on a new tab for you

  

• Or you can go to the Orders page and use the Filter bar to find the order. You can use the Status filter and click Reservation to see all reservations

b) Click Manage on your chosen Order

c) On the Order page, click Edit Transaction to return to your basket and you can complete the order

d) Want to change customer information? Select Back to Customer:

and then Remove Customer and add new customer details:

d) Want to change ticket information? Select Back to Customer and then Back to Tickets and you can select your tickets from the Box Office page:

e) You can also change Delivery Method and Lead Booker Name on the Order Options page if you'd like to. Click Continue once you've made your changes

f) On the payment page, click Save as Reservation and choose your expiry time. NOTE - you'll need to do this in order for your changes to be saved

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 a team member of your organisation 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 a team member of your organisation 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 a team member of your organisation 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 a team member of your organisation who can change Channel access on the Visibility tab on the Product page.

Why did a customer receive an email confirmation even though I've only reserved their order?
This will be because a delivery method was attached to the reservation.

If you don't want your customers to receive anything once an order is reserved, then you can choose not to select a delivery method (you can attach one later once you complete the order).

If you do but would like them to receive specific information about reservations, then you can select a reservation-specific delivery method. These can be created on the Delivery Methods page.

Why can't I find my Order after reserving it?
If you are using the Search bar to find your Order, you need the customer name, email address, event name or reference number. If the order doesn't appear after this, then you may need to check that the details are correct.
If you are using the Orders page, then you may have it in the wrong filter. Use the Filter bar to ensure that the Reservation box is ticked.
If you still can't find the reservation and have the correct details then it's likely that the reservation expired. This happens when a change is made to a reservation but the Save as Reservation button is not clicked after making this change, meaning that the order expires when the Booking Time Limit is reached.

NEXT STEP: Ready to complete transaction?
Sell tickets
Exchange tickets
Refund tickets