billing payment communication

Hi Amy

We do a 5 instalment payment option on set dates.

About 2 weeks prior to the first charge we send emails or letters with the schedule. This also prompts people to contact us if their credit card details have changed.

Brenda Fehlberg

Box Office Coordinator

Tasmanian Symphony Orchestra

+61 3 62324450

+61 418320792

GPO Box 1450

Hobart 7000

www.tso.com.au

Hi Amy,

We had the same problem last year and so this year we did call or email customers about a week before the second payment came out. We found customers really appreciated this as they did forget and this gave them the chance to transfer funds to their cards as well if they needed.

Hope this helps!

Courtney

Melbourne Recital Centre

From: Amy Wilson [mailto:bounce-amywilson4267@tessituranetwork.com]
Sent: Friday, 22 February 2013 9:24 AM
To: Courtney Beeren
Subject: [Tessitura Ticketing Forum] billing payment communication

Hi,

We are curious how other companies communicate to their customers about billing payments.  Even though we send confirmations telling someone that they will be charged 1/2 the subscription now and 1/2 on XXXX date, we seem to get a lot of calls from people when the 2nd payment is charged.  Does anyone send reminder emails or some other communication informing the customer that you will be charging their second payment?  Any information, thoughts or useful tips are appreciated!

Thanks

Amy Wilson

People's Light & Theatre

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You could always create a constituency for those patrons and pull a list based on that constituency. If you use Mail2 or any other integrated email provider, you could even set it up to auto send that email the day before the payment is happening.

Christopher Cuhel, Patron Services Manager

First Stage

Transforming Lives Through Theater

Hi,

We are curious how other companies communicate to their customers about billing payments.  Even though we send confirmations telling someone that they will be charged 1/2 the subscription now and 1/2 on XXXX date, we seem to get a lot of calls from people when the 2nd payment is charged.  Does anyone send reminder emails or some other communication informing the customer that you will be charging their second payment?  Any information, thoughts or useful tips are appreciated!

Thanks

Amy Wilson

People's Light & Theatre

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!

Hi Amy –

We use automatic billing for our Academy programs and we’ve never had much trouble with people forgetting why we’re charging their card on the due date. I think it helps that we have it printed in multiple places. If parents register on paper, they have to check a box selecting the automatic charge option which lists the date. If they register online, they again have to check a box and their e-mail receipt also includes the date (twice!). Either way, they also get a paper confirmation which… once again… notes the auto-charge date.

For summer Academy the auto-charge is usually around 200 orders and we have very few patron calls.

So I guess to summarize J … I’d say our tactic is to put that date in as many forms of communication as possible. Hope that helps!

-p.

Patrick Schley
Academy Services Manager

FIRST STAGE

Transforming Lives Through Theater

325 West Walnut Street | Milwaukee, WI 53212
(414) 267-2970 direct | (414) 267-2976 fax