Hello all! We have just started using fees on some of our performances, but are running into an issue when we need to return or exchange a ticket. When we return it, it is not also returning the fee and our Guest Services Associates are having to go into the Fees section of Order Details to override those fees. (Usually our GS team works solely through QuickSale, so this is a bit of an extra step into unknown territory for a lot of them.) I'm sure it's just a checkbox or a simple answer somewhere, but so far, I haven't been able to figure it out. I've played with the Transaction Type options on the fees, but haven't seen any difference in behavior with different options selected.
Any help would be much appreciated!
Thank you!
I've worked with four organizations who use Tessitura and we've always had to manually return fees. I haven't found a way to do that automatically. I hope I'm wrong and there is a way!
Hi Brandi,
If your fee is set at the Performance Seat Level and all Transaction Types are selected, you should not have to manually return the fee. For example, we have to collect a 10% tax on all tickets at our main venue at the performance seat level. It is set up for each performance at that venue, for all Transaction Types, MOS, PT's, and Delivery Methods. If we return the ticket, the fee gets returned with it.
It all kind of depends on what your fee is and how it to function. Something else you could explore is bundling your fee into your ticket price as a price layer in the pricing setup of each performance. It can still go to your fee GL, it's just not broken out separately/on top of your ticket price. Feel free to email me if you have any other questions, I'd be happy to help troubleshoot. mherring@operacolorado.org
-Michelle
Thanks Michelle. We did originally have the fees set up with all transaction types, but it was still not returning the fees. In the past, taxes were built into the pricing layers on the performances, but for our newest space, we are wanting the taxes and fees to show up in the cart, rather than in the ticket price.