I’m interested in hearing from box offices that don’t require subs to send in (by mail, email, fax, etc.) tickets that they want to exchange. How do you make sure that the tickets won’t accidentally be used? Have you experienced any problems with fraud?
Ellen,
We use NScan so can easily tell if a ticket has been returned when scanned at the door.
We don't have a lot of this happening. Our patrons tend to be quite honest. :)
I did a quick check on our nscan attendance table and about .1% of our scans come up as 'Ticket has been Returned'. In the case that an usher would receive this message, they would explain to the patron that the ticket is not valid due to it being exchanged and ask them to see the box office to get their proper tickets.
Our subscriptions are mostly full season packages, so exchanges aren't a concern. However, we don't require subscribers to send their tickets back when they donate for resale either. We just ask them to tear them up.
Our primary venue is a small general admission facility and we don't use N-scan. We've never had an issue though with the dontaed ticket being used (we track attendance the next day using stubs and none error out as returned). Overall, we have around 100 subscriptions each season.
Like Michele and Joanne, we too use NSCAN now. We used to require tickets to be returned to us 48 hours before their scheduled performance, before completeing exchanges, but recieved so much push back from patrons about this, we had to come up with a more customer service friendly exchange policy.
NSCAN has been great at catching the returned/voided tickets. Ushers re-direct patrons back to the box office for ticket resolution if this happens.
We used to require that patrons mail us back the exchanged tickets and we decided to simplify the process last year. We now tell patrons to bring their old tickets to will-call and trade them for the new ones and the process went very smoothly for us. The patrons easily understood the system and we use NSCAN so any voided tickets that a patron brings in are caught by the ushers.
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Ellen Holt Sent: Wednesday, April 12, 2017 11:50 AM To: Joanne Madeley Subject: [Tessitura Ticketing Forum] exchanges
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