Hi everyone
We process exchanges in a new order with an exchange MOS.
We charge a per ticket exchange fee and have a balance capture fee as we do not offer refunds for downgrade exchanges.
I've stumbled onto a bit of an issue and I'm wondering if this is just a Tessitura problem or if we have set up something wrong. Here is the scenario:
The exchange is processed and fees are paid. The tickets are not printed and the order is updated. The delivery method selected was Pick Up. The customer calls back asking to have the tickets mailed instead. We load the order and change the delivery method to pick up.Now the exchange fees disappear and we are left with a negative balance. The balance capture fees do not disappear. We can't do anything with the negative amount but it won't let us update the order with a negative balance. So we cancel the changes made to the order, reload it, and print the tickets manually for mail out.
Does this happen to anyone else? Or does anyone know how to stop this from happening?
Any input is greatly appreciated.
Thanks!
Beth
In the fee rules for the one that's disappearing, are you sure Mail is selected under delivery methods?
Both Mail and Pickup are selected in the fee rules. I've also doublechecked the price types and performances.