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Exchanges online

Lynn McLaughlin
$organization
We have recently launched a new website and are using TNEW. Is there anyone out there doing exchanges online? How are you doing this and do patrons provide proof of destroyed ticket or do they still need to post them back?
  • $organization

    Our on line exchange process is a bit complicated.

     

    • Patrons can exchange their tickets on line into the same production only.
    • If their exchange constitutes a refund, we do NOT give the patron a refund.  We put those funds onto their account to be used for that same production (they can buy additional tickets to that same production with it). We have several modes of sale set up for this purpose as well as other mechanisms in place through our web developers.
    • If there is money due to us we, of course, collect payment.
    • We do not ask for the original tickets to be destroyed because we have different methods of ticket delivery on different types of ticket media. Since we have scanners it is understood that the old tickets won't scan, but the new ones will, so the patrons MUST bring us the correct ticket media for us to scan and let them in.
    • Our Subscriber exchange policy is that they may do a free exchange no later than 24 hours prior to performance. Once the patron is within 24 hours of their performance they can either donate the tickets back for a tax credit, or they may pay an additional fee at the window or over the phones to make the exchange. If a refund is required due to a new lower ticket price those funds are not applied toward the exchange fee.

    Hmmm... That's all off the top of my head. I hope that helps?  Feel free to contact me privately if you'd like more information.

    Skypp Cabanas
    Ticket Operations Manager
    Center Theatre Group

  • $organization

    Question for you, Skypp –

     

    Do you allow exchange of subscription tickets only, or singles as well?  And how much work do you do with dynamic pricing and how does that affect what a customer may owe (or not get back!).  At my venue we only allow subscription ticket exchanges, but am starting to notice an issue because we also raise the price of our subs after the renewal deadline has passed… 

     

    Cheers,

    Kathleen

     

    From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Skypp Cabanas
    Sent: Tuesday, May 09, 2017 1:33 PM
    To: Kathleen Smith
    Subject: Re: [Tessitura Ticketing Forum] Exchanges online

     

    Our on line exchange process is a bit complicated.

     

    • Patrons can exchange their tickets on line into the same production only.
    • If their exchange constitutes a refund, we do NOT give the patron a refund.  We put those funds onto their account to be used for that same production (they can buy additional tickets to that same production with it). We have several modes of sale set up for this purpose as well as other mechanisms in place through our web developers.
    • If there is money due to us we, of course, collect payment.
    • We do not ask for the original tickets to be destroyed because we have different methods of ticket delivery on different types of ticket media. Since we have scanners it is understood that the old tickets won't scan, but the new ones will, so the patrons MUST bring us the correct ticket media for us to scan and let them in.
    • Our Subscriber exchange policy is that they may do a free exchange no later than 24 hours prior to performance. Once the patron is within 24 hours of their performance they can either donate the tickets back for a tax credit, or they may pay an additional fee at the window or over the phones to make the exchange. If a refund is required due to a new lower ticket price those funds are not applied toward the exchange fee.

    Hmmm... That's all off the top of my head. I hope that helps?  Feel free to contact me privately if you'd like more information.

    Skypp Cabanas
    Ticket Operations Manager
    Center Theatre Group

    From: Lynn McLaughlin <bounce-lynnmclaughlin7783@tessituranetwork.com>
    Sent: 5/8/2017 10:52:35 PM

    We have recently launched a new website and are using TNEW. Is there anyone out there doing exchanges online? How are you doing this and do patrons provide proof of destroyed ticket or do they still need to post them back?




    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

  • $organization

    Hi Skypp,

     

    To clarify do the patrons fill a form out online for these exchanges or is this functionality you have that allows them to return their own ticket?

     

    Lynn

     

    horizontal.png

    Lynn McLaughlin |Head of Ticketing

    T: (02) 8215 4604  |  F: (02) 8215 4660  

    Clock Tower Square, Cnr Harrington & Argyle Streets, The Rocks NSW 2000 Australia  

    GPO Box 4972, Sydney NSW 2001 Australia 

    www.sydneysymphony.com  |  Join us on Facebook  Follow us on Twitter

     

     

     

     

    From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Kathleen Smith
    Sent: Wednesday, 10 May 2017 4:20 AM
    To: Lynn McLaughlin
    Subject: RE: [Tessitura Ticketing Forum] Exchanges online

     

    Question for you, Skypp –

     

    Do you allow exchange of subscription tickets only, or singles as well?  And how much work do you do with dynamic pricing and how does that affect what a customer may owe (or not get back!).  At my venue we only allow subscription ticket exchanges, but am starting to notice an issue because we also raise the price of our subs after the renewal deadline has passed… 

     

    Cheers,

    Kathleen

     

    From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Skypp Cabanas
    Sent: Tuesday, May 09, 2017 1:33 PM
    To: Kathleen Smith
    Subject: Re: [Tessitura Ticketing Forum] Exchanges online

     

    Our on line exchange process is a bit complicated.

     

    • Patrons can exchange their tickets on line into the same production only.
    • If their exchange constitutes a refund, we do NOT give the patron a refund.  We put those funds onto their account to be used for that same production (they can buy additional tickets to that same production with it). We have several modes of sale set up for this purpose as well as other mechanisms in place through our web developers.
    • If there is money due to us we, of course, collect payment.
    • We do not ask for the original tickets to be destroyed because we have different methods of ticket delivery on different types of ticket media. Since we have scanners it is understood that the old tickets won't scan, but the new ones will, so the patrons MUST bring us the correct ticket media for us to scan and let them in.
    • Our Subscriber exchange policy is that they may do a free exchange no later than 24 hours prior to performance. Once the patron is within 24 hours of their performance they can either donate the tickets back for a tax credit, or they may pay an additional fee at the window or over the phones to make the exchange. If a refund is required due to a new lower ticket price those funds are not applied toward the exchange fee.

    Hmmm... That's all off the top of my head. I hope that helps?  Feel free to contact me privately if you'd like more information.

    Skypp Cabanas
    Ticket Operations Manager
    Center Theatre Group

    From: Lynn McLaughlin <bounce-lynnmclaughlin7783@tessituranetwork.com>
    Sent: 5/8/2017 10:52:35 PM

    We have recently launched a new website and are using TNEW. Is there anyone out there doing exchanges online? How are you doing this and do patrons provide proof of destroyed ticket or do they still need to post them back?




    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!




    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

  • $organization
    Hey Lynn, Melbourne Theatre Company do online exchanges, so I'm sure Dale can talk you through their process. I know they depend on N-Scan being available in the venue, so they don't actually require the old tickets back. BV
  • $organization in reply to Lynn McLaughlin

    Sorry for the delay in response!

     

    Because we have controlled access (ticket scanners) patrons do NOT have to return their tickets to us. The do the exchange process via our website (or via phone or in person) and we let them know that their old tickets will NOT work at the doors, so they must know to bring their correct tickets.  This service is only available to subscribers up to 24 hours prior to performance. If they DO bring the wrong tickets when they are here for their performance, then they need to go to our Box Office to get reprints (free of charge) done.

    We also allow single ticket patrons to do exchanges, but only over the phone and in person, and we wil charge them an additional fee for the service plus any upgrading of price if it warrants due to dynamic pricing, changing of price level, etc.

     

  • $organization

    Thanks Beau.

     

    horizontal.png

    Lynn McLaughlin |Head of Ticketing

    T: (02) 8215 4604  |  F: (02) 8215 4660  

    Clock Tower Square, Cnr Harrington & Argyle Streets, The Rocks NSW 2000 Australia  

    GPO Box 4972, Sydney NSW 2001 Australia 

    www.sydneysymphony.com  |  Join us on Facebook  Follow us on Twitter

     

     

     

     

    From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Beau Vigushin
    Sent: Saturday, 10 June 2017 3:34 PM
    To: Lynn McLaughlin
    Subject: Re: [Tessitura Ticketing Forum] Exchanges online

     

    Hey Lynn, Melbourne Theatre Company do online exchanges, so I'm sure Dale can talk you through their process. I know they depend on N-Scan being available in the venue, so they don't actually require the old tickets back. BV

    From: Lynn McLaughlin <bounce-lynnmclaughlin7783@tessituranetwork.com>
    Sent: 5/8/2017 10:52:35 PM

    We have recently launched a new website and are using TNEW. Is there anyone out there doing exchanges online? How are you doing this and do patrons provide proof of destroyed ticket or do they still need to post them back?




    This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!