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

Jamie O'Brien
$organization

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.

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  • $organization

    How are people handling rescheduled concerts?  Are you keeping them setup as normal and then just changing the date in the system, so that ticket holders can keep their current tickets, or are you creating new events and exchanging ticket holders into the new event?  I'm not sure what the best way to handle it is (and see the pros and cons of each way)

    Thanks!!

Reply
  • $organization

    How are people handling rescheduled concerts?  Are you keeping them setup as normal and then just changing the date in the system, so that ticket holders can keep their current tickets, or are you creating new events and exchanging ticket holders into the new event?  I'm not sure what the best way to handle it is (and see the pros and cons of each way)

    Thanks!!

Children
  • $organization in reply to Kari Swenson

    We have already had a ton of reschedules and we have been changing the dates. We have done this in the past and it works fine. We are waiting for people's responses via wordfly emails and then sending out new mobile tickets. 

  • $organization in reply to Tess Todora

    Tess,

    Thank you! Just to clarify on my end, you keep your current event setup exactly the same and then just update the performance date?  

    My other concern is the finance side, since our rescheduled events are now in a new fiscal year and the funds need to be moved.  Have you run into these as well?

  • $organization in reply to Kari Swenson

    Kari,

    Yes, sorry. We have been changing the dates and keeping the same set up. Make sure to change your client date, web date, default dates, price type dates, and web dates. Just an FYI. 

    In terms of finance we haven't gotten into the weeds yet, but I'm sure we will have to. We use the performance ID to tell finance and us what fiscal year we are in so I think we will have to update that moving forward.  I will update as I change more. 

  • $organization in reply to Kari Swenson

    I have done both - change the dates (luckily in same fiscal year) and done an order export, performance cancellation and order import unseated (change of venue made it necessary).

  • $organization in reply to Kari Swenson

    Hi Kari and everyone! I am curious what you are considering in terms of Tessitura configuration and financial information as you reschedule your performances. We'd love to know more so we can help develop some guidance. What is your finance department asking you to do when you move a performance to a new season or fiscal year? What is your marketing department or others asking in terms how your new season looks? 

    Thanks!

    -Michael Flaherty-Wilcox

  • $organization in reply to Michael Flaherty-Wilcox

    Hi Michael!

    After reviewing the business continuity resources, this is what our organization has decided to do:

    • Change date of current concert that has been postponed to the new date
      • change all associated dates (price types, web, MOS, etc)
      • Patrons get to retain seats and no need to re-issue tickets.
    • Update GLs in pricing layer to reflect next fiscal year, so that all purchases from here on out post to the correct GL
    • Finance will do a mass journal entry in accounting software (we use Great Plains) to account for movement of revenue from current FY to next FY.
      • I will run Performance Transaction Detail for each affected concert to get constituents, GLs, and total revenue to be adjusted.
    • I also created a new season that we can use to report out on rescheduled concerts.  I named it 20-21 Rescheduled FY20 and added it to next fiscal year.

    Unfortunately, this type of configuration will only work for one-night only concerts.  It is possible that we will attempt to reschedule some of our subscription shows, which have two performances, into just one rescheduled performance.  Two performances means two sets of subscribers, which will guarantee seat overlap, and I'm not exactly sure how that is going to work, or the best way to handle that.

  • $organization in reply to Tess Todora

    Tess - 

    Thank you for the info!  We have decided to go down this path so that patrons can keep their current tickets for the rescheduled dates