It’s now possible to make changes to existing orders, significantly improving workflows and unlocking new opportunities to sell offers and upgrades.
There can be weeks or even months between the moment a patron buys a ticket and the time of the event. Sometimes things change for the buyer, and they need to make changes to their order such as a transfer, exchange, or refund. And sometimes you create exciting new offerings that you want to share with those who have already purchased their tickets. Until now, either scenario required several steps for box office teams to execute.
No more. Now you can make changes to existing orders in a few clicks, unlocking new upsell opportunities for existing sales and providing significant quality-of-life improvements to box office workflows.
The ability to make changes to orders doesn’t just unlock new sales opportunities: it makes managing your box office a lot easier.
Need to add additional seats to an order? Have a drink package or VIP experience that you want to upsell? Want to promote seat upgrades to people who have already bought tickets? Now you can add new tickets and add-ons to existing orders with just a few clicks. Simply add the new items to the order, and OTS automatically calculates the new balance to be collected. Process the payment, and you’re done.
Buyers automatically receive an updated order confirmation for the entire order, not just what changed, to confirm the changes – and to avoid possible confusion during check in.
Life happens, and it’s never been easier to assist patrons when they need help. No more refunding a whole order, rebuilding from scratch, and reprocessing payments – or having to explain to buyers why their statement will show a refund and a new charge.
Now, an exchange is simply moving tickets from one seat or performance to another, and the existing order automatically updates. OTS shows any price difference before you make changes, and then makes it easy to collect or refund the difference. This seemingly small enhancement actually unlocks a big opportunity for box office teams: now you can easily promote seat upgrades to existing buyers, and process the change in seconds.
Their previous seats are automatically released back into inventory, and the patron receives a new order confirmation email. Transfers and refunds work exactly the same way: it all happens on one order, and the buyer automatically gets notified.
With so many new ways to make changes to orders, it’s important to keep track of what changed and when. That’s why we’ve created a new Order History feed on the order details page that shows a timeline view of every addition, exchange, transfer, release, payment, and refund. If there’s ever a question about an order, you’ve got a clear view of what changed, who changed it, and when.
It’s now possible to levy a dedicated exchange fee when a patron asks to exchange their tickets. These optional fees are separate from processing fees, and go directly to your box office.
Exchange fees can be configured as a set dollar amount, or as a percent of the value of either the tickets being exchanged or the entire order. Box office teams also have the ability to waive these fees on the fly.
Beyond order management updates, we’ve also released three new related features that improve box office workflows:
Post-sale upgrades and order changes are available now for all OTS customers. If you aren’t an OTS customer yet and are interested in learning more about how our ticketing, marketing, and revenue engine can help your organization to engage audiences and sell more tickets, you can book a demo to learn more.