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.
@Megan- just make sure you pull lists first of ticket holders. Once you run the Performance Seat Release report, a patron no longer has seats in the show.
Also, to anyone out there, does On Account credits show up at all in TNEW on a patron's account so they can use it for payment? V6 or V7?
When we had to cancel a performance last fall, we used the Performance Seat Release report and then created an activity for patrons to "RSVP" to on our website with how they wanted us to handle their money (they were sent an email with a link to click on that took them to the RSVP page), the options were donate, refund or hold for future use. We scheduled the activity tracking report to email to the box office every day for them to actually do what the patron had requested. After the box office had handled, they changed the status of the activity to fulfilled so we could make sure we didn't miss anything (and to make sure the activity didn't show up on the web for them anymore). We also created a custom order field to record the action.
Hi everyone - we will announce this more broadly in the coming days, but just a note that Tessitura Network has created a new Forum today called Response Readiness. This is a place to share questions, thoughts, comments, (virtual hugs), etc. as we are all dealing with unexpected disruptions like COVID-19. Can be found here: https://community.tessituranetwork.com/tessitura_software_forums/f/response-readiness
Keep Calm and Culture On, friends
Curious. For single ticket buyers, I'm assuming this does not refund fees.
Thank you to you and the network for responding so quickly Andrew! We can all use that virtual hug right about now. ((hug))
You are so sweet and supportive Heath :-)
Hi, all-
This is my first time running the utility (in test, of course), and therefore am not familiar with this process.
Does anyone know why an error may occur when running the Performance Seat Release utility?
I can see which order failed, but do not see any obvious reason as to why it would not have been released. Is there a way to get more information on the error?
Thanks in advance!
Rachel
General Public orders do not get released. Just a thought
Hi, Jessica-
Thank you for your response. Unfortunately, that is not the case here. I am a bit puzzled as to what else could cause an error.
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
We're closing the Intrepid Museum until March 27. As a result we'll be extending all of our current members' expiration dates by one month. Has anyone done this? If so, were you able to update all of the expiration dates with a utility or procedure?
Thanks! Stay safe and healthy!
An Update on the Kalamazoo Civic situation: Like everyone else, we finally had to close all public activities for the time being (rehearsals, shows, classes). We were hoping to postpone until mid-April, but things aren't looking so good with the news here in MI. We're waiting for more info from The Powers That Be at this point.