Currently we have a 15% processing fee that happens on ticket orders. However, we don't want that fee to be processed in the event of an exchange. So for example if a $20 ticket is exchanged for a $30 ticket we only want to charge the patron $10, not $10 plus an additional fee. Likewise, if they downgrade from a $30 ticket to a $20 we don't want to refund a portion of the fee back. We only want the fee processed for the original order, not the exchanged order.
Does anybody have any recommendations?
Thanks!
Hi Cliff,
Have a look at the Fee Rules for that fee. There's a Transaction Type parameter and you may have (all types) selected currently for that. If so, you can change that to exclude Exchange transactions.
Beth, thank you very much for your reply. The transaction types don't have exchange selected but many times we don't do exchanges in the traditional sense where they are done in a new order. Instead, our exchanges are normally done by opening the pre-existing order and exchanging there. Unfortunately, Tessitura doesn't view those as an 'exchange' but rather as a sale (or possibly a return) and applies the fee. It turns out the primary reason for this is to get around price types that had an expiration date for a given show. For example, a show might have had a pre-sale price type that is $10 instead of the normal sale price of $20 but those price types are only good through yesterday. If a patron wants to exchange the ticket today and we do so in a new order, Tessitura won't allow us to exchange it with the now expired price type. However, if we exchange in the previous order Tessitura has 'locked in' the date, so to speak, and will allow us to exchange based on the original price type. Does that make sense?
Oh I see! Hmmmm. I'm not sure if there's a way to it ignore the fee entirely in this situation. If there is, hopefully someone will chime in!
But as a work around, if your fee is setup to allow it, the users could click the Override button in the order fees for that row. I just did a quick test in my TEST system and the newly added fees are broken out separately from the fees already paid by the customer so it shouldn't affect anything in that regard.
I know it's not the perfect solution and relies on your staff remembering to take that extra step... but it should work in a pinch.
Good luck!