In OvationTix, when a patron places an order online (or someone in your organization processes an order in Quick Sell Plus) an Order is generated. The record of the order is displayed as an Order Detail page in your account. This page will contain the tickets, donations, packages or other items that were paid for. You can also view how the order was paid for and placed, who took the order and when the order was taken. It will also include detailed patron information (if the information was fully completed while checking out) and give you options for editing all of these different components. This article will cover the many actions you can take and the information you can find within an Ovationtix Order Detail page.
An order number in Ovationtix starts with the letters PR and is followed by 8 numbers (ex. PR67206530). Order numbers will show up in multiple places in your Ovationtix account and are oftentimes clickable links. Click on any order number hyperlink to bring you to the order detail page, or search for a specific order using the Search --> Order Search option in your top menu.
Jump to info about:
|Links at top of page||Tabs in page||Buttons above contents|
The Order Detail page will look like this:
Let’s start by covering the different sections on this page. At the very top, you’ll find the first menu of options on the Order Detail page.
Re-send Email Confirmation: use this feature if you need to re-send the order confirmation/receipt to a patron. Click on the hyperlink once and it will immediately re-send the confirmation to the email address on the patron record. Once it’s complete, you’ll see a confirmation message at the top of the page in green.
Print Receipt: if you’d like to print out a traditional receipt for your patron with details of their order and a total, click Print Receipt and you’ll produce a print window with a preview of the receipt. Click on the small white printer icon to print the receipt (if you don’t see this icon right away hover your cursor near the top of the grey preview window and it will appear). Click Done Printing to move forward.
Add items to this order: we only suggest you use this feature in certain cases due to the way it alters Reports. The button may or may not be visible to you. If you have questions about Add to Order, contact Client Services at firstname.lastname@example.org.
Edit Order: this feature allows you to edit Order Specific Patron Information, including the name on the order, the organization they’re with and phone number. You can also update the name that should appear on the ticket as well as the shipping address for the order (this may be particularly useful when printing and mailing tickets).
Next, let's look at the tabbed menu in beige about half way down the order detail page.
Contents: the Order Detail page defaults to this tab. It will show you all of the items purchased in the order (tickets, donations, packages, products) as well as the delivery method selected for the order (hard ticket, e-ticket, receipt).
Click the green arrows beside items to break out item details.
Click the View hyperlink to expand details for each ticket/item.
Subtotals, refunds and totals are detailed at the bottom of the the Content tab view.
Payment: this tab displays the payment method for the order. It includes the last four digits of the credit card used, a transaction ID and authorization code for the credit card charge. If the patron has a balance due on their order, you'll be able to take payment through here as well.
Questions: this tab allows you to view a patron's answers to checkout questions and edit them when necessary.
History: if you need to view the history of an order, this tab will show you any actions taken and the date and time they were taken. You'll see things like when the order was placed or refunded, if tickets were moved, if notes were updated and more.
Notes: use this tab to add notes to the order that will be visible to others in your organization so there is clear documentation of all actions taken. Describe contact or an issue with a patron or detail actions you took on an order etc.
Donations: here you can view details of, and take actions on, a donation included in the order.
Actions you can take from this tab are Edit Donation, Re-send Donation Acknowledgment, View/Print Donation Acknowledgment, Attach to Pledge and Add/Edit Soft Credit.
Edit Donation: edit these donation details.
Re-send Donation Acknowledgment: re-sends the acknowledgment automatically upon clicking. (If you have a custom acknowledgment set up, you'll also get the option to re-send it in the corresponding column.)
View/Print Donation Acknowledgment: view the customized donation acknowledgment and print it from a PDF. This acknowledgment will be personalized to the patron.
Attach to Pledge: attribute the donation on this order to a pledge from the same patron.
Add/Edit a Soft Credit: add a Soft Credit to another patron record or edit an already existing entry.
View Receipt: this tab allows you to view and print a receipt for the order that will include your Important Information, Terms and Conditions and Receipt Footer.
View E-Tickets: if the delivery method for the order is Barcoded E-Ticket, you will be able to view and print them here.
Next up is the last menu of buttons on the page, located in the Contents tab.
When you wish to modify an item on the order, be sure to check the box next to the item before clicking the appropriate button.
(Remember to break out your ticket detail by using the green arrow next to the series name! This will allow you to edit selected tickets on the order.)
Refund: you can choose to refund just one ticket/item or refund the entire order. Before you click the refund button, be sure to check the box next to the item you are trying to refund. If you want to refund the entire order, check the box in the top blue bar to select all items. Click the link to learn more about refunding tickets.
Change Delivery Method: if you'd like to change the delivery method for your entire order, you can click this button and choose your desired delivery method from the dropdown menu. For example, if you chose a receipt only delivery method, but now need to view and print e-tickets, you can change the delivery method to E-Ticket.
Move Tickets: this feature allows you to move tickets a patron has purchased to a new date and time, a different seat or seating section or even to a new series entirely. For this reason, moving tickets is the quickest and easiest way to exchange tickets in Ovationtix when you're carrying out an "even exchange." Click the link to learn more about moving tickets.
Exchange Tickets: Not all Ovationtix accounts have the exchange feature enabled. If you have an Exchange Tickets button visible, you can select the tickets you would like to exchange and then click the button to initiate an exchange. Ovationtix will then take you to QS+ to select the tickets you would like to exchange for. QS+ will allow you to to make an even exchange, or charge the patron more if the new tickets cost more, but you will have to re-enter their credit card number. It will not allow you to credit the patron back. Exchange tickets is only available to accounts with a Private Merchant Account. If you have a Shared Merchant Account, and you need to move tickets to a higher/lower price range, we recommend the following workflow :
1. Refund the original order
2. Resell at the correct/new price
Again, keep in mind that if you're moving tickets to the same price seat, the smoother workflow is to use Move Tickets, as opposed to Exchange Tickets.
Re-issue Barcodes: To re-issue barcodes for your tickets, you can click this button. You'll be prompted to enter a reason why they were re-issued. An example of a reason you might use this feature would be if a patron lost their hard tickets, and needed a re-print.
Print Hard Tickets: To print hard tickets from your order detail page you can use this feature. You can select tickets to print, or print all tickets on the order.