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.
Great idea Jamie!
Thanks you for starting this thread.
Our cancellations have been increasing steadily this week due to COVID-19 concerns. I am stumped here:
Thanks in advance for any suggestions.
We created an order category that we are adding to all refund or exchange orders related to COVID-19.
Brilliant! Thank you, Sara.
Hi Sara. We have done the same. Do you mind sharing which reports you find are best for gathering this data together?
Sara - this is a great idea. Are you changing the order category on the existing order, or are you using the category and doing the refund/exchange in a separate order?
We do refunds in the same order, so for those we are changing the category on the existing order, and then donated tickets or exchanging tickets are done in a new order. We don't really use categories for anything outside of helping organize our subscription ticket mailing, so for us changing the category doesn't effect anything else. Any existing order that we're changing the category on won't have had a category set to begin with. If you use categories more regularly than we do, it might be better to do everything in a separate order so as to not overwrite anything that you still might need later.
Are you using the seat release utility at all? If so, do you go to all orders for the cancelled performance and change the order category? How are you handling that?
I ended up creating a custom SSMS report for us to use. I looked at Analytics but we're only on 15.0.3 still, so a lot of useful fields in 15.1 aren't available to us yet. If you're on 15.1, you might be able to do everything within Analytics. I'm not sure how much of my report would be useful to other organizations, but if you send me your email address I'd be happy to share what I've got!
No we're not using that at all. We're just going individually as we reach out to patrons/they reach out to us.