Hello all,
Writing in from Austin where as you all probably saw SXSW was cancelled. Our two venues are the main venues for the SXSW film festival and luckily for us the cancellation isn't having that much of an impact directly. However, our presented/non-sxsw shows are still going on and we are experiencing varied waves of calls and concerns. We are trying hard to maintain distance from the paranoia, but I think it is important to acknowledge the realities and listen to those who may know more. Any thoughts or tips on what y'all have been doing? Thank you.
Hi all,
We are seeing a big increase in patron's calling in about cancellations this morning. We haven't concerts as of yet, but are seeing local events being cancelled, and the Ontario government has just announce that all publicly funded schools are being shut down until April 5th.
We are offering similar options to most at this point, including putting funds on account. One thing that we have done differently is creating a new on account fund specifically for COVID-19 so we can track the direct financial impact for reporting and applying for possible aid at a later date. We typically do not allow our on account funds out of the current season (process as a donation at the season end), but this special on account we will carry over to upcoming seasons, similar to a gift card liability fund.
A question for the group: is there anyway to generate a refund tracking report? All of the work around options I could think of, or find online aren't quite working for what my finance department needs to see. Any ideas would be great.
Stay safe and thanks everyone!
Kim
Hey Kim - thanks for your suggestion about the On Account payment method. I've just created one here! We are going to track refunds through a special source I just created. We do all our exchanges/refunds in a new order so I thought that would be the best way for us to track.
There was just a solid Analytics dashboard shared that might work for you. https://community.tessituranetwork.com/topical_groups/tessitura-analytics-for-marketing-and-ticketing-operations-tamato/f/discussions/24670/ticket-returns/69777#69777