SNEAK PEEK More online freedom is coming to your customers: while in the past, all ticket changes had to be handled via the box-office or call centre, we are now moving some of those processes online. We are rolling out in Allalin V2 a series of features allowing customers to perform exchanges online, helping you in reducing operational costs, offer better customer service and derive additional revenues from upgrades and fees. In a first step, customers having purchased events or competitions will be able to change their seats and/or their performance/match. The feature will be available not only for occasional ticket holders, but also for your season ticket holders (for championship season tickets and calculated-price season tickets). More processes are upcoming later in the release, such as the upgrade of tariffs (for the same seat).
Solution
Online self-exchange is a new feature that can be activated on your internet point-of-sales. You can choose the type of changes you want to allow per point of sales (change of seat at the same date, or change of date/time), and can also control which products and tariffs are eligible to online changes.
Once activated, your customers will find in their account a new menu "Ticket exchange" showing all tickets eligible for exchange. They can then choose which tickets they want to change. Customers can end to cart their new tickets and the system will take care of computing the amount to be paid following the following key principles:
- The exchange can be done only if the new ticket is on sale according to the regular sales rules
- If the new tickets are more expensive than the original tickets, then the customer has to pay the difference, plus any exchange fee added to the sales channel
- If the new tickets are cheaper than the original tickets, then the customer has nothing to pay and the price difference will not be refunded (it will be accounted as extra revenue for the organization)
In this first step, the type of supported exchanges will be:
- Competitions: change of seat for the same match, change of match in the same competition, for single tickets and tickets purchased inside a championship season ticket
- Events: change of seat for the same performance, change of performance in the same event, for single tickets and tickets purchased inside a calculated-price season ticket
How to get started?
You will have to first activate the feature at the different levels, before they can be used by your customers:
- Point-of-sales (in Internet Point-of-Sales parameters)
- Products
- Tariffs