Our Box Office reported a problem with a patron's ticket exchange and we're not certain our Exchange Fees (and Rules) are setup correctly OR is it something else ...
In early April a patron purchased 4 tickets to a Sunday performance (via the web) for a show in late May. The original order used Print at Home as the delivery method.Today, the patron contacted the Box Office and the Box Office exchanged the Sunday seats for the prior Saturday show (same seats-same cost).Our Box Office agent created a new order, selected "Exchange" as the MOS and "Will Call" as the delivery method (we know this may have contributed to the problem).When the order was completed (clicked "done"), it charged the patron $4.00/ticket ($16.00 ttl - our exchange charge), and the patron paid the difference.However (and our problem): The patron asked the tickets to be delivered as Print At Home - and not Will Call.In the new order (now "done"), when the agent selects Print At Home, the system does not charge an exchange fee, leaving a balance of -$16.00. In fact, for this new order, when the Box Office agent selects a different delivery method, the system waives the exchange fee, leaving a balance of -$16.00.In Fees, our exchange fee is a rule-based fee and applies to exchange MOS all price types all delivery methods all performances only an Exchange transaction type
This appears to be correct, so we reviewed the Tessitura documentation in http://www.tessituranetwork.com/Help_System_v121/Content/Fees/Fee%20Rules.htmFrom the documentation on this page:Exchange causes the fee to be applied whenever a return and a sale happen in the same order at the same time. If a sale or return happens in an order, the order is saved, and then the order is then reloaded later to complete the exchange the fee will not be applied. This is primarily used for exchange capture (i.e. balance due) fees.We got really confused by the second sentence in the documentation.We found a short-term workaround for our problem -- However -- we're not sure our Exchange fees are setup correctly. Can someone help us? How are your exchange fees set up?(submitted for the Box Office):Many ThanksWendell BaskinBass Hall - Fort Worth
Thank You, Beth
This helps tremendously and I’ll advise our Box Office.
wendell
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Beth Hawryluk Sent: Friday, May 01, 2015 16:00 To: Wendell Baskin Subject: Re: [Tessitura Ticketing Forum] Exchange fees
Hi Wendell,
This sounds exactly like a situation we were experiencing here. We would process an exchange and then change the delivery method after the order was saved causing our fees to disappear and give us a negative balance.
If you check the Tessitura Reported Defect List it is there under issue #3283: If an existing order that has an exchange fee applied with a performance seat level frequency is opened and the delivery method changed, the fee is incorrectly removed leaving the order with a credit balance
As far as I know there is not yet a hotfix or version upgrade that will resolve it...
We are fortunate in the sense that we don't currently have PAH here and, as such, do not need to worry about that part of the equation. The way we've dealt with it so far is by basically printing the tickets and then either mailing them outside of the batch print (if the original delivery method was to leave for pickup) or to leave in our trouble pickup box (if the original deliver method was for mailout).
I suppose you could do a secondary exchange (return/rebook) in these situations where PAH is requred. I'm hoping it doesn't come up too terribly often for you...
From: Wendell Baskin <bounce-wendellbaskin7249@tessituranetwork.com> Sent: 5/1/2015 4:20:42 PM
In early April a patron purchased 4 tickets to a Sunday performance (via the web) for a show in late May. The original order used Print at Home as the delivery method. Today, the patron contacted the Box Office and the Box Office exchanged the Sunday seats for the prior Saturday show (same seats-same cost). Our Box Office agent created a new order, selected "Exchange" as the MOS and "Will Call" as the delivery method (we know this may have contributed to the problem). When the order was completed (clicked "done"), it charged the patron $4.00/ticket ($16.00 ttl - our exchange charge), and the patron paid the difference. However (and our problem): The patron asked the tickets to be delivered as Print At Home - and not Will Call. In the new order (now "done"), when the agent selects Print At Home, the system does not charge an exchange fee, leaving a balance of -$16.00. In fact, for this new order, when the Box Office agent selects a different delivery method, the system waives the exchange fee, leaving a balance of -$16.00. In Fees, our exchange fee is a rule-based fee and applies to exchange MOS all price types all delivery methods all performances only an Exchange transaction type
This appears to be correct, so we reviewed the Tessitura documentation in http://www.tessituranetwork.com/Help_System_v121/Content/Fees/Fee%20Rules.htm From the documentation on this page: Exchange causes the fee to be applied whenever a return and a sale happen in the same order at the same time. If a sale or return happens in an order, the order is saved, and then the order is then reloaded later to complete the exchange the fee will not be applied. This is primarily used for exchange capture (i.e. balance due) fees. We got really confused by the second sentence in the documentation. We found a short-term workaround for our problem -- However -- we're not sure our Exchange fees are setup correctly. Can someone help us? How are your exchange fees set up? (submitted for the Box Office): Many Thanks Wendell Baskin Bass Hall - Fort Worth
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