Request explicit consent to use the Friends & Family feature

The Friends & Family feature allows the lead of a group to perform several actions on behalf of the members of the group, like ordering some tickets, paying reservations, etc. It also allows the group lead to see some information about the group members like emails, or previous orders. In order to increase protection of data privacy, an explicit consent has been implemented, preventing group leads from accessing some data of the group members.

Solution

Solution overview

The solution consists in two parts described in more detail in the next sections:

• Reduce the rights of the group lead towards group members who didn't give their explicit consent
• Provide a process to allow a group member to provide the consent to the group lead so that he can benefit from the full Friends & Family features

Reduced access rights in absence of consent

This section describes the restrictions that are applied until the group member has given his consent. All Ticket Shop pages not mentioned here behave the same way with or without consent.

In the example below, Andrew Smith is buying three season tickets, one for him, one for Blaise Smith and one for Darren Smith. Andrew has just added Blaise and Darren to his group by entering their contact number and family name (this process hasn't changed). Since Blaise and Darren haven't given their consent yet to Andrew to be added to his group, Andrew can't see their email address.

In the ticket list, the group lead can only select the group members who have given their consent. As a result, Blaise and Darren don't appear in the list.

The same logic holds for the order history section:

The email addresses aren't displayed on the Friends & Family management screen:

Providing the consent

When the group lead adds a contact to his group, the contact will receive an email with a link allowing to provide the consent. The email also mentions the name of the group lead who wants to add the contact to his group as well as a link to your privacy policy that has to explain the Friends and Family feature (so that the contact knows to what he consents).

If the group member doesn't react, the group lead may resend a consent request email explicitly by clicking on the email icon:

The resale platform provides you the choice between two modes:

• The ticket marketplace mode consists in putting a ticket to a marketplace. The tariff of the initial ticket can't be changed. Depending, on the set-up you've chosen, the reseller may define the resale price of his ticket within the defined margin. This mode matches the already existing behaviour
• The seat release mode consists in releasing a seat and let a new customer buy any ticket based on that seat. The internet user can choose the tariff when buying a ticket on the resale platform. The reseller can't choose the resale price. Because of this tariff change, the new ticket may be cheaper than the initial one (example: an adult has put a ticket on resale, and the new buyer is a student). You can avoid loss of revenue in such cases in two different ways:
  • You don't allow that the new ticket to be cheaper than the initial one
  • You let the reseller assume the potential loss

The current feature allowing to force the new tariff of a ticket initially belonging to a season ticket has been kept as is. For legacy reasons, it's related to the ticket marketplace mode.

Set-up the new seat release mode

The resale type to be used by the resale platform is defined in the menu Organisation context > Organisation characteristic > Parameters.

You choose first between the ticket marketplace and the seat release mode.

Ticket marketplace mode

• As today, you can define the range of the price of the resold ticket as a min and max percentage of the initial price of the ticket.
• You can also define if the tickets belonging to season tickets (aka subscriptions) keep their initial tariff or if the new ticket must get a defined tariff. The tariff itself is defined at event or competition level (i.e. the event or competition included in the season ticket).
• As today, the reseller will get the price he has defined (or the initial ticket price if the minimum and maximum price are set to 100%), minus a potential refund fee. The new buyer will pay the price defined by the reseller (or the initial ticket price if the minimum and maximum price are set to 100%), plus a potential sales fee.

Seat resale mode

• You can define if the reseller will get the original price, that is the price that he has paid during the purchase, or if he gets only the minimum between the original price and the price paid by the new buyer. The price paid by the new buyer may be less than the original price depending on the second parameter explained below.
• You can define if the new buyer is allowed to buy at a lower price than the original price.
  • If you allow this, the resale platform will propose all the tariffs that match following (cumulative) conditions:
    • The tariff is allowed on the resale platform according to the activity profile
    • A price is defined for that tariff
    • The buyer has the right to that tariff (concerns membership holder and season ticket holder tariffs).
  • If you don't allow to buy at a lower price, the resale platform will only keep, among the tariffs meeting above conditions, the ones that give a current catalog price greater or equal to the original price.
  • Note: if you have reduced the catalog price, it's possible that no tariff matches above condition. For example, an end customer has bought a ticket at full occasional tariff. He's paid 100€ for the ticket (not taking into account fees and overheads), and the catalog price has been reduced to 90€. Since no catalog price reaches the amount of 100€, this ticket can't be resold.

Putting tickets on resale

The process to put a ticket on resale is exactly the same but the information about the amount refunded to the reseller depends on the setting above

If the reseller gets the initial price, the refund amount is computed and displayed, as illustrated below:

If the reseller gets the minimum between the initial price and the new purchase price, the display is adapted accordingly, as illustrated below:

Selecting a tariff on the resale platform

In the seat release mode, the list of tickets on resale will display the list of available tariffs for each available ticket:

If you don't allow the new purchase price to be lower than the original price, the list of available tariffs will depend on each individual ticket. The higher is the ticket initial price, the smaller is the list of available tariffs.

Getting started

This feature is directly available. As explained in above section, you will have to remove the tickets already on resale if you want to change the resale type of the resale platform.