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

Helo Sara - yes  would love to see your report please as we thinking about doing this. Thanks

lrm6@kent.ac.uk

Hi, Patrick, 

For those of us who are not yet tokenized but have switched from WorldPay to Windcave in the last 90 days, this functionality is NOT working - is there something we need to fix to make this easier on our groups here?

We are hopeful that we will be able to reschedule as many of our currently cancelled/postponed concerts as possible.  We have a date scheduled for one at this time, and our plan is to rollover patrons into the new event, so that their seats are saved.  Once we announce the rescheduled date, patrons would be able to say if they are able to attend, want a gift certificate, just a refund, etc.

Money from the "cancelled" show will be backed out and then put toward the new performance, resulting in an even exchange within the same order, or possibly a new order (in which case we'll put returned money onto a GC and then use that to pay off rollover order)

We sent out a wordfly email to all ticket holders with three buttons (donate, refund, future credit). I created a custom view in SSMS with the perf info, and a piece of code in the promo url procedure creates csis using this view when the customers click on the buttons-- this way it includes exact performance info. I also used this custom view to create custom output set elements so we can list their upcoming shows. We have a depuping process if someone clicks the same button twice, and if they click two different buttons then we flag their account for a phone call to clarify. We also have a fourth csi type if they have no email. On a daily basis, we use a few dynamic lists to suppress against when we run the seat cancellation procedure-- this way both the credit type and the donation type can be automatically put on account. We are currently processing the refunds manually, but I may write something to do this en masse if it becomes too much. The credit type csis get closed en masse once they are processed, and the other types are individually closed. 

Hi Mindee -

If you have transactions that originated in Worldpay, you won't be able to use Refund Prior Payments for those transactions now that you're on Windcave. The only option here would be to collect the card number from the patron (unless it is saved in the database--I see that you have cards saved even though they are not tokenized) and run a negative transaction against the card.

Let me know if you run into any problems.

Thanks!

Patrick

I would suggest that for those of you using forms to add a feedback section.  Patrons have a lot of feelings around now including how they want to support you in the future. It's a wealth of info for days mining on sentiment and also a great way to personalise interactions in the future.  That includes prospecting.

Hi Everyone,

The Event Cancellation Utility is now available. It is an enhanced version of the standard Performance Seat Release Utility. The utility allows you to apply funds from returned tickets to a gift certificate, toward a contribution, or to an on account payment method. The utility includes a review mode so that the results can be verified before it is run.

The Event Cancellation Utility is available as a Shared Report. It will also be included in our next Service Pack along with enhancements like processing bulk credit card refunds and new sample HTML template with refunds.

Note: This utility is temporarily being distributed as a standalone tool to meet the immediate needs of our community. It will be part of the core Tessitura application in versions 15.0.16, 15.1.9, and 16.0.0. This installation is not required if you are running those versions or higher.

For licensees hosted in RAMP, our team will install the Event Cancellation Utility for you. You can request the utility through a support ticket.

For our locally-installed licensees, you download the utility as a shared report under product announcements.

Documentation is part of the download under product announcements. 

Thank you, 

Chris Szalaj

Tessitura Network

If anyone needs to keep TNEW v6 event pages alive, but wants to hide the date selection part, here's some code.

Use it at the top of whatever content field you use for your main description content. I saw it work for both the list and dropdown views of the dates. 

I'm sure that this is not the best idea to do (inline anything pretty much isn't), but it's a hack that can bridge the gap if you need to keep an event up but want to make it look as Not On Sale as possible. Use at your own discretion and, of course, review thoroughly on your site.

Thank you to Luke McKenzie, Nick Reilingh, and Gregory Campbell for helping me crack it in the first place. 

<style type="text/css">
#lower-location {
    display: none !important
    }
</style>

Hi all, I am looking to pull a list of constituents with tickets to our four remaining (and cancelled productions). I would like the output set to include name, email, performance, performance date and order number. It has come to my attention that the order number output element would be a custom element. I am the only super-user at my organization, but don't know SQL. Any ideas on how to pull this information? 

Hi Michelle! 

You can do this without SQL! Here are some quick steps to set it up - let me know if anything gives you trouble!

1. Open your T_QUERY_ELEMENT System Table

2. Search for Ticket History Order Date (this is an out of the box one)

3. Select that row and copy it (the double paper icon right to the Red X delete button across the toolbar)

4. Edit the Description to say "Ticket History Order No"

5. Edit the Data Select column to say "!.order_no"

6. Save!

Then re-open the List Manager tool and you should be able to add Order No to your output elements, and then add a filter to only pull the Production Season(s) you want.

Hi Michelle, Have you tried running the Order Export Utility in the Ticketing Processing folder?  That should give you everything you need.

That worked, thanks! The only different was the System table was TR_QUERY_ELEMENT. 

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!!

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. 

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?