Changes to exchange order deleting fees

Beth,

It sounds like your Mail delivery method isn’t included in your Exchange Fee rules.  In the Fee Rules tab of any fixed fee, the bottom left-hand box is where you can mark which delivery methods you want the fee applied to.  The first option is (all delivery methods), or you can choose individual ones.

My guess is that if you update that screen, that will fix the problem.

Christy

Seattle Rep

From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Beth Hawryluk
Sent: Friday, October 21, 2011 11:50 AM
To: Christy Carlson
Subject: [Tessitura Ticketing Forum] Changes to exchange order deleting fees

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

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Beth,

It sounds like your Mail delivery method isn’t included in your Exchange Fee rules.  In the Fee Rules tab of any fixed fee, the bottom left-hand box is where you can mark which delivery methods you want the fee applied to.  The first option is (all delivery methods), or you can choose individual ones.

My guess is that if you update that screen, that will fix the problem.

Christy

Seattle Rep

From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Beth Hawryluk
Sent: Friday, October 21, 2011 11:50 AM
To: Christy Carlson
Subject: [Tessitura Ticketing Forum] Changes to exchange order deleting fees

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

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!