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.
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!