Starting a thread dedicated to a topic we're all likely to be devoting a lot of time to.
Shall we also try using the Tags feature within it? Then folks can use it as a filter to narrow posts to one or the other. #CancellationProcessing and/or #CancellationMessaging
I'm thinking brilliant strategies (or hacks) or a place for questions that have you stumped.
To start, it off...
1) Cancellation email notice with web form with options about which route customer wants, exchange/donation/credit/refund. Easy for them; head start for your team.
2) If you are tokenized/don't save credit cards, pointedly call out somewhere in that messaging that your organization will calling to request the credit card number in order to process the refund.
Hi Jamie, What type of web form are you using?
Google form the first time--we do have WordFly Pages and an integration (I like it), but we were looking at processing 700+ orders and Ticket Services felt far more comfortable using a Google Form - > Google Sheet option. Both because only the managers really use CSIs and because the spreadsheet offered an easy way to write really visible notes.
Next wave so far was just reply to this email if you'd be willing to donate your tickets back. We'll do a more direct something after we emerge from the first crush. I suspect we'll take a moment to re-confirm, but probably Google sheets again.
We're gathering ourselves for a similar (thankfully smaller) round for our School program and there was no hesitation about Google Form there. Staff are using personal devices for WFH and we're seeing a lot of trouble for folks who need to install Citrix on Macs with older operating systems. Can't download a compatible version.
That is helpful, thank you!