Hi all,
Apologies if this is in the wrong place, but I hope to borrow your wisdom!
Recently, over the past few days, we noticed guests weren't receiving their PDF tickets from us (only web orders). We then realized it's because all their orders are suddenly defaulting to Hold at Box Office (-1) instead of our set delivery method. We haven't made any configuration changes that would affect this and we cross checked everything, they still look right and unchanged. It seemed to happen suddenly on September 12th at around 11:00 AM. We were thinking that maybe it was the 7.28.0 release that happened on the same day? Not sure though.
We triple checked all our delivery method and mode of sale associations. We checked the tnew_dyn_shipping_method table.We restarted services, TNEW cache and processing service.. even reinstalled processing service.Hold at Box Office isn't even on Delivery Method list for our WEB MOS and it's also Inactive.
Anyone have a similar experience or have some other points we can check?
-Allan
YES - same here! We noticed it with our single ticket sales in August in our phone MOS, but since we spent the summer selling only subscriptions it could have happened much earlier. I'd be very interested if you find a fix!
The only thing that immediately comes to mind is the HABO Days Prior column in the Mode of Sale screen. This determines at how many calendar days prior to the concert the MOS will default to Box Office pickup delivery method. You can set it to 0 to avoid that.
Hope this helps!
Ours is already set to 0, but that was informative to know. Thanks!
I've just started receiving reports from my Box Office team that they're seeing similar issues.
We had a similar issue for one of our Subscription MOS a while back, for which I opened a ticket. In the MOS/Delivery Method screen in V15 (in previous versions, I believe it's a System Table called MOS_Ship Method) make sure the HABO Days for Box Office and whatever other delivery methods you want available are blank.For example: our delivery methods are Box Office, Mail and PAH. For Mail, we set the Mail days to 15, because we want that option to go away when the concert is less than 15 days away. We still want both BO and PAH available, so we set the HABO Days blank.What we were experiencing before, was that for the Subscription MOS the PAH method was disappearing and all orders defaulted to BO, which we did not want. So now, with this set up, we always have BO and PAH available.
This was my first thought too, but I'm pretty sure it's a separate issue, especially if it started happening for multiple organizations that have never had this problem before.
For us, the MOS setup has default delivery method set to Mail and HABO days prior set to 7 days, but HABO is still triggering for shows that are months away. In the MOS_SHIP_METHOD system table (we are on 15.0.4) we've left the HABO days column blank for both HABO and Mail...so even though we want it to default to HABO within 7 days of a show, theoretically both options should still be available if a staff member needs to override it.
My next thoughts are whether the MOS_SHIP_METHOD system table needs the HABO method added in there at all, or is that redundant? Or is there somehow a setting that's causing the delivery method drop-down to sort alphabetically instead of by default?
For what it's worth, I just investigated the reports from my Box Office and it looks like whatever weirdness was happening has cleared. I did not change anything, just reviewed all of these suggestions and they were all set correctly. ¯\_(ツ)_/¯
Thanks for all the insights! I think our problem extends beyond the HABO settings because they all look correct, and have been unchanged since we went Live. It just boggles my mind how this happened suddenly. We do have a ticket open as well and hopefully some valuable insight will be shed. In the meantime, cheers to manually sending tickets out
Hope the computer gnomes visit us soon too! Haha.
I think we've isolated the issue to Guest Checkout on the web. For Existing Logins, it's assigning our correct delivery method (9). For those using Guest Checkout, their orders are defaulted to HABO (-1). We don't have a solution yet and tried changing the Guest Login field under MOS/Delivery, but no luck.
I just tested a few other scenarios in our system and it looks like for a standard phone order, if we add the tickets to the order before adding an owner, the HABO is sticky. BUT if we begin with adding the patron first and THEN choose the show, it will default to Mail (which is our default ship method for that MOS). My new theory is that "require address" in the TR_ORDER_SHIP_METHOD table might be involved, but I doubt you have that checked for your PAH method?
Hi Allan
I am sorry you are seeing issues with Shipping methods and Guest Checkout. We are looking into this as a matter of urgency and will update you as to timing of a fix.
Thanks for bringing this to our attention.
Nara
Hi Allan, there is now a fix for this issue out on TNEW Test sites (7.28.1). Give that a test and we're planning on deploying out to LIVE sites on Monday if everything is looking good.
Hi Devin,
Confirmed guest checkout is no longer defaulting to HABO in test. Also confirmed existing logins still work too. Appreciate the fix. We'll do further testing and hope for positive results.