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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!!

  • $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. 

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  • $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. 

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