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Delayed Delivery

Allison Fuhrman
$organization

We're in the beginning stages of talking delayed delivery for PAH tickets to combat ticket resellers. There is pushback concerning the customer service challenge that will come with moving away from immediate delivery.

For those using DD:

  • How did you communicate it to your patrons who may be used to immediate delivery?
  • Was there any pushback from your patrons?
  • Were there any issues that popped up that you didn't expect?
  • Did you notice a decrease in scalpers or fraudulent transactions?

Any other insights or information is also helpful.

Thanks!

Allison

Parents
  • $organization

    Hi Allison,

    We only use delayed delivery for PAH tickets at the beginning of our renewal period, while we seat our subscribers for the upcoming season. However, for the current season the PAH delivery is immediate. 
     - we communicate the delivery times right on our purchase path (we use TNEW) so patrons select PAH knowing the tickets will be delivered at a later date 
     - we haven't had any pushback, because patrons are aware of delivery times
     - we ran into some hiccups when it came to delivering PAH tickets that were purchased as part of a package. I'd say review the the information that's in the Documentation, and you can also always test the delivery in the Test
     - we tried delayed delivery on some shows in the past for which we anticipated to have some scalping, but we didn't end up having that issue at that time. However, delayed PAH delivery is one of the tips Tessitura suggests to help prevent fraud and scalpers. 

    In terms of helping to prevent scalpers - we added wording on our PAH tickets that says something along the lines of "tickets may be invalid if they've been purchased through a third-party reseller." We've had a lot of reseller/fraud activity lately so we're hoping this messaging deters scalpers from forwarding on the PAH tickets. 

    I hope this is helpful! Let me know if you have any other questions.
    Anastassia 

Reply
  • $organization

    Hi Allison,

    We only use delayed delivery for PAH tickets at the beginning of our renewal period, while we seat our subscribers for the upcoming season. However, for the current season the PAH delivery is immediate. 
     - we communicate the delivery times right on our purchase path (we use TNEW) so patrons select PAH knowing the tickets will be delivered at a later date 
     - we haven't had any pushback, because patrons are aware of delivery times
     - we ran into some hiccups when it came to delivering PAH tickets that were purchased as part of a package. I'd say review the the information that's in the Documentation, and you can also always test the delivery in the Test
     - we tried delayed delivery on some shows in the past for which we anticipated to have some scalping, but we didn't end up having that issue at that time. However, delayed PAH delivery is one of the tips Tessitura suggests to help prevent fraud and scalpers. 

    In terms of helping to prevent scalpers - we added wording on our PAH tickets that says something along the lines of "tickets may be invalid if they've been purchased through a third-party reseller." We've had a lot of reseller/fraud activity lately so we're hoping this messaging deters scalpers from forwarding on the PAH tickets. 

    I hope this is helpful! Let me know if you have any other questions.
    Anastassia 

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