Hi All,
We are working on getting the Ticket Return Request button up on our website for events. This functionality only works for performances in the future. Would love to see a work around for shows so that have passed that we could potentially leave these events up a few weeks past their run dates.
For example, if I had The Color Purple originally scheduled for a March date, adjust the date to the future, but masking the date to its originally date. We don't want to hang on to patrons' funds indefinitely, but if some are willing to donate or convert to a gift certificate it would certainly help!
Would love to know if extending that functionality is being explored by the Network. Would love for a keyword to be placed on a performance.
Open to ideas or thoughts. Not sure if I'll get many responses as this is a new functionality, but wanted to start a conversation.
Hi Jeremy,
Yes - you are correct. The upcoming events page on TNEW currently only supports, well, upcoming events. What you have outlined as a workaround is, actually, the best option right now. We have considered changing the logic on the upcoming events page for the short-term to support displaying events in the page (eg if you have "request return" form enabled, we could enable past events from a specific date to appear). I like your idea of keyword as well - gives you more control.
Can I ask if you and anyone else in the community are still working through refunding a lot of events in the past? If so, we can look into adjusting the upcoming events page.
Thanks! Nara
Hi Nara! Thanks for your reply. Yes, since March 15 we have had more than 15 postponements and at least 5 cancellations. Of the 5 cancellations, we are still working thru return requests on 2 production seasons that are in the past. Both of these canceled titles are multi-day runs -- overall 21 canceled performances, 5 of which are in our largest venue of 2500 seats! Lots of work!
We never rolled out the return request button for these performances and have maintained a working Excel Survey to track patron requests. What we love most about this button is that it writes a CSI back to Tessitura so the patrons' responses are tracked within the System, then a list can be pulled, and the utility can be executed on the performance. Our plan is issue returns to original credit cards on these 21 performances by close of business tomorrow to focus on the next wave of cancellations and postponements.
One final note, we are a PAC with 3 resident companies, Broadway national tours, and many rentals. Each production has it's own approach regarding refunds. Essentially our return requests are not a one-size fits all approach. Some performances we are offering options like: full refund, return to gift certificate, donate my ticket.Other performances do not want a refund option listed at all. Some requests are to keep my tickets for the new date. We would love for the REQUEST RETURN BUTTON to have custom options for each production where this Return Request is enabled. Thanks for your help!
-JP
Hi Jeremy -
This information is extremely helpful - so thank you for giving me the context for your specific situation. I will definitely take it into consideration!
Just so you know, the return request form is not "one size fits all". You can actually customize which of the 6 return options are available. This functionality is at the product type level. There's a "Return Request Form" section with a group of settings that allows you to turn each of the 6 options on / off for that particular perf type and then that can be overridden at the performance level as well. If your options vary based more by production (as opposed to perf type), then there might be some additional work to set these options for each individual performance. You can set the most common set of options at the perf type level and then change the ones that need to vary from that at the individual performance level.
Let me know if you need more information on that. Glad though you overall like the cancellation utility and the form!
Some forward thinking (or maybe I missed that it has this capability), is it possible to have the ticket return request visibility selective by a trigger? ex. Donor level benefit, ticket protection purchase
Hi J. Paul - That's a really interesting idea! I am going to log it as a enhancement request for future consideration. Thanks for the suggestion!
We are still working through 13 past performances and will likely have several more before we are able to fully close out the cancelled performances. This functionality would be much appreciated!
We are also working through returning past performances. We have extremely limited staff that are working through manual cancellations. So, this functionality would be critical for us right now.
Thanks Katherine for the feedback!
Thanks Kristine for the feedback!
I never said thank you for clarifying that this is not a "one size fits all" form, so THANK YOU!