Tips: Cancellation Strategy (Exchange/Donation/Refund Processing and Messaging)

We have a system in place that we are trying:

An email with 3 buttons will go to ticket holders of a canceled concert: Donate | Receive Credit |  Receive a Refund

When a user clicks one of those buttons, it triggers a CSI for the patron's account and updates it accordingly. Also, a notification email is sent to our customer service staff informing of the CSI with all the patron information on file.  There are 3 separate CSIs setup for each button.  We have protectors in place as well, in case a user clicks more than 1 button.  We also state that if there request is more complicated than those 3 options, to call or email us.

We have a system in place that we are trying:

An email with 3 buttons will go to ticket holders of a canceled concert: Donate | Receive Credit |  Receive a Refund

When a user clicks one of those buttons, it triggers a CSI for the patron's account and updates it accordingly. Also, a notification email is sent to our customer service staff informing of the CSI with all the patron information on file.  There are 3 separate CSIs setup for each button.  We have protectors in place as well, in case a user clicks more than 1 button.  We also state that if there request is more complicated than those 3 options, to call or email us.

 Thank you for sharing!

How does the button trigger a CSI from the email?

Hi - We are using Prospect2, probably should have stated that first!  When each button is clicked it triggers an automation that in turn delivers a webhook trigger back to Tessitura that creates the CSI for the patron. 

Thanks!

Krystal, this might be less robust (the CSI wouldn't include their ticket info), but if you have the buttons link to Wordfly Pages Landing Pages that just say something like "Thank you, you're response has been recorded, we'll get back with you soon, etc..." then you can pull the Click Through history out of T_EPROMOTION_RESPONSE_HISTORY and create dynamic lists based on who clicked through those buttons.

This post isn't letting me format the SQL very well, but I could send you it in a file. I use this to create a list of anyone who clicks our Newsletter button in a triggered campaign we run. But you could create 3 SQL Lists and just change out the bolded URL ending below to the 3 WF Landing Pages URLs. Then schedule that Create CSI Bulk custom report (I know you guys have it, because I got it from Sydney!) to run off the dynamic lists with whatever settings and notes you want your CSI to have.

You'd also need to change out the bottom part in bold to suppress anyone who already got their CSI (instead of Attributes, which is what I use mine for)

SELECT DISTINCT a.customer_no
FROM V_CUSTOMER_WITH_PRIMARY_GROUP AS a WITH (NOLOCK)
WHERE a.inactive = 1
AND a.customer_no IN (Select distinct customer_no
FROM T_EPROMOTION_RESPONSE_HISTORY
where url_no in (
SELECT id FROM TR_EPROMOTION_URL
where url LIKE '%pages/2019-Newsletter-Opt-In-Landing-Page%'
)
and customer_no not in (
SELECT distinct customer_no
FROM TX_CUST_KEYWORD
where keyword_no = 580))

This version could work if you replace the italics below with the exact text from the Create Bulk CSI utility settings. ("Needs Refund Processed" or "Donate Tickets Back"). Or something similar, depending on what works for you guys.

SELECT DISTINCT a.customer_no
FROM V_CUSTOMER_WITH_PRIMARY_GROUP AS a WITH (NOLOCK)
WHERE a.inactive = 1
AND a.customer_no IN (Select distinct customer_no
FROM T_EPROMOTION_RESPONSE_HISTORY
where url_no in (
SELECT id FROM TR_EPROMOTION_URL
where url LIKE '%pages/2019-Newsletter-Opt-In-Landing-Page%'
)
and customer_no not in (
SELECT DISTINCT customer_no FROM T_CUST_ACTIVITY
where notes = 'insert notes texted used in Create Bulk CSI Utility'))

Email me if you want to look into it more!