Hi all,
We don't offer refunds generally on returned tickets, with a few exceptions - instead, as we're a charity we recommend customers donate their unwanted tickets for resale.
This has worked well in the past - however, our Box Office staff are now keen to make more use of the quicksales screen in Tessitura, and are discovering that although tickets have been returned for resale they aren't always showing up as available via quicksales. This is problematic when it comes to shows which are sold out; with our Jazz Festival now in full swing, we have a lot of potential customers coming in person to our onsite Box Office who would probably snap up these returned tickets, and it would be useful for staff to be able to quickly tell them which sold out shows had returned tickets available.
Any thoughts greatly appreciated!
Emily Johnson
CRM and Data Executive
Cheltenham Festivals
Hi Emily,
I suspect that this is because by default the best seat function, which is always used in Quicksale, ignores seats that were previously donated for resale. However, this is a setting you can change in the T_DEFAULTS table. The entry you are looking for is BEST SEAT DONATED SEATS. Set that value on that row to Yes, save the change, and relogin in to Tessitura. After that Quicksale should start reserving previously donated seats. If this doesn't resolve issue you should open a help ticket so the support staff can further assist you.
-Kevin Sheehan
Hi Kevin,
This has been so helpful, thanks! Our Box Office staff are now able to resell donated tickets through quicksale which is speeding the process up a lot.
The only slight annoyance is that when looking to inform the customer of availability for an event, it seems the event still appears to be sold out until they actually go ahead and process the sale - is this to be expected?
Thanks,
Emily