Has anyone found a way to prevent the return of tickets in a mode of sale that doesn't match the ticket price type? It's a problem we've been dealing with for many years, and there seems to be no solution, as Tessitura allows any printed ticket to be returned in any mode of sale regardless of price type. It's a major problem with ticket exchanges, specifically for Broadway shows. There's nothing worse than getting halfway through settling a show, only to discover that your numbers are off because someone exchanged a standard ticket in subscription mode of sale. I've created message pricing rules that act as a sort of stop sign whenever a ticket is returned in one of our exchange modes of sale, but after a while, our agents just ignore it and close it when it pops up, so it isn't very effective. Has anyone found a workaround?
There's got to be a better way! LOL
We make certain price types only available in certain modes of sale so, if a rep tries to exchange a subscription ticket in ticket mode of sale, they won't see the price type, which is a red flag that they're in the wrong mode of sale.
Hi Amber! Unfortunately, the problem isn't the ticket that's being exchanged into. It's the returned ticket. There's nothing that prevents you from returning a ticket in the wrong mode of sale. For example, if I return a ticket in a subscription mode of sale, the only price types available will be subscription price types, but once I go to the seat map and return the ticket being exchanged and return to order details, the price type will revert to the ticket's original price type. The agent processing the exchange has to be hyper aware of the price type on the returned ticket before they proceed with the exchange, and if it doesn't match the order's mode of sale they have to delete their line items, change the mode of sale so that it matches the price type on the returned ticket, and start over.Returning and exchanging tickets in the original order is the only full proof way to prevent this, but we would lose a significant amount of money on orders that were processed prior to dynamic pricing, so that's not really an option for us. Additionally, returning tickets in a package order affects the package sales reports, which we definitely don't want.