1) Delete the order in your account which will release the tickets.
2) Login as an admin and secure the new tickets for the customer.
3) Now, instead of actually running the credit card again, just choose box office sale during checkout. This will allow you to secure the tickets without entering any kind of payment information and double charging the customer.

This way you won’t have to worry about refunding the order within your merchant account and reconciling with accounting. You’re just securing new tickets for the same $$ amount.

Now, if they want to add MORE tickets to an order AND change their seats, there is no clean way of doing this. You could follow the procedure above for the number of tickets that they had previously. And then do another order for the additional seats and actually run the credit card for the additional amount.

Again, unfortunately there is no perfect way to do this. You’ll have to see what works best for you. Customers just need to get things right the first time. If they don’t you’ll have to follow one of these procedures to fix the issue.

As always, please let us know if you need more help.

Under Sales/Unconfirmed Sales, all customers that add tickets to their cart and actually leave the site to payment processing will be logged here for 24 hours. We suggest that you make it a habit of checking this section to see if there are any major problems and possibly work up a canned email that you can shoot off to them quickly and confirm if they had any problems during the ordering process and if they finalized their purchase. This is not mandatory because there will be people that add things to their cart and then decide that they don’t want to complete their order — for whatever reason. But if it’s not too much hassle it might be a “best practice” to have a quick email response to follow up with people that show up here.

IF you confirm that someone actually placed an order you can “Confirm” it as a completed sale.

If you can confirm that the order was intentionally abandoned, then you can “Release” the order. This will happen automatically after 24 hours too as I’ve mentioned.

Your patrons enjoy a streamlined checkout experience and are returned back to print their tickets quickly.

How Auto Return Works

Setting Up Auto Return

To set up Auto Return:

1. Log in to your Paypal account and click the Profile subtab under My Account.
2. Click the Website Payment Preferences link under Selling Preferences.
3. Click the On radio button to enable Auto Return.
4. Enter the Return URL http://events.eventticketingsystems.com.

Please perform a live test transaction to fully test your account from beginning to end. You can always refund any test fees from within your Paypal.

Also, don’t forget to release any test tickets from the ETS system.

Where to setup your authorize.net info withing your ETS account:

Login to your Authorize.net account and click on settings:

Click on the link shown below:

Your API Login key will be shown. You’ll need to create a new transaction key:

For non-profits, make sure that you choose non-profit as the business type. You’ll need to submit your organization’s tax letter and bank statement proving nonprofit status. The benefit to doing this is that you’ll get a better rate as shown below!

Non-profit fees: (As of January 2010)

More than $100,000 in monthly volume: 1.9% + $.30 per transaction
Less than $100,000 in monthly volume: 2.2% + $.30 per transaction

Standard fees: (As of January 2010)

$0 to $3,000     2.9% + $0.30     $3.20 fee on a $100 sale
$3,000+ to $10,000     2.5% + $0.30*     $2.80 fee on a $100 sale
$10,000+     2.2% + $0.30*     $2.50 fee on a $100 sale
$200,000+     Call 1-888-818-3928

Click here to sign-up for a Paypal Business Accocunt

Click here for more information about Paypal and Non-profits

First we’ll explain how to setup a basic series package. Then we’ll show you how you can make the package available within designated sections at your venue.

How to setup a Series Package:

1) Login to your account and click on the venues tab.

2) Within the venues tab under the Administration column you need to select “My Packages”.

3) Within My Packages select “Add Package” in the top left.

4) Provide a descriptive name, select “Series Package”, apply your discount.

5) Select the events that will be included in this package. NOTE: You can only include events that use the same seating chart.

6) Continue filling out the rest of the required information and set the date and time that this package will become available to the public. We recommend that you explain in detail in the description area which events are included in this package so it’s clear to the public. This description will be presented clearly along with the package in your venue store.

7) Select “Save” and your package is complete.

How to setup a Series Packages at the section level:

1) The first step is to follow the steps above to setup your basic package. Then there is one extra step…

2) Save your package and return to My Packages. You’ll notice that under the actions column there is a new link next to your package called “Select Sections”. See below:

3) In this step you’ll select the sections that will allow this package. You can select as many or as few as you’d like and any sections not included will return a message that says “This section is not available for this package”.

4) When you’re done, simply select “Save” and your package will be complete.

It will look something like this: http://events.eventticketingsystems.com/venues/your_venue_name/

Here is a screenshot of the admin interface where you click to find this link:

Reserved Seating Event:

If you have a reserved seating event you’ll define seats as handicapped when you define the seat type in your seating chart.  When a customer clicks on the seat it will say to call the box office phone number to reserve these seats. This phone number is inserted automatically from the number in your account (under My Account) so please make sure that the number listed in your account is your customer service/ticket ordering number. Please see below to see how reserved seating will be presented within your section:

General Admission/Reserved Seating Combo Event:

You are able to make a “combo” reserved seating/general admission seating chart so this option is a good solution if you’re using a seating chart and your sections are general admission. Just define the areas where you have handicapped seating as reserved seating instead of general admission (as shown above). When the customer clicks on that section it will show them the available handicapped seats and prompt them to call and reserve if there are seats available. Other patrons can order their tickets online as usual. There is no way to confirm that a patron is actually handicapped when ordering online so we believe this is the best way to handle handicapped seats.

NOTE: The system will only provide the phone number for the public. If you want to sell and reserve handicapped seats you have the ability as an admin and they will be shown as sold online. Please login to your account and the handicapped seats will be available for sale.

General Admission Event (without a seating chart):

If you have a standard general admission event without a seating chart there is no way to define the number of handicapped seats within an event. What you’ll need to do is setup another seating chart and event for the same date and label it in such a way that it’s identified as handicapped seating for that event. Doing it this way also allows you to offer the option where a ticket covers seating for the handicapped patron and their escort. You will then define how many handicapped tickets you have available and allow them to purchase online. We recommend that you set these tickets as “Will Call” only so you can verify that the patron is actually handicapped when they arrive at the event.

“Down and dirty” simple solution”

A simple solution would be to add some text to your seating chart that simply states that you have handicapped seating available and to call the phone number listed. This option doesn’t allow you to track tickets sold in our system but it’s an option.

Here are specific instructions:

1) Login to your Merchant Account at www.authorize.net (You’ll need your account login ID and password)

2) In the left column under ACCOUNT you need to click on Settings

3) In the middle section called SECURITY SETTINGS there is a link called “API Login ID and Transaction Key”. Click this link. (See below)

4) Your API Login ID will be listed there and then you’ll need to generate your Transaction Key.

NOTE: Once you generate your Transaction Key DO NOT reset it and do not generate it again. This will cause our system to be disconnected from your account. If you must reset your Transaction Key please make sure to copy the new key into your account Payment Options and run some tests to ensure that everything is working properly.

5) Within your Authorize.net account you need to make one more mandatory modification. Under: Settings/Payment Form/Form Fields you should modify the setting there to match the screenshot below. If you’re MAILING tickets please include the checkbox to collect the user’s mailing information as well.

6) After you have your account integrated with the ETS system, please run a test transaction before making your tickets live. Run a live credit card to make sure that everything works properly from end to end. You can always refund the test from within your Authorize.net account. You may also consider emailing us so we can look over your account and do some testing too just to give you peace of mind. We have no control over what Authorize.net does so it’s always better to test first.

7) Please note that you have other controls within Authorize.net to customize the look of your payment page. The page appears without any additional graphics or navigation by default so you can opt to modify the look of the page as needed.

1. The cost to use the system is .50 a ticket. No hidden fees or additional charges.

2. There are no minimums except for the $20/mo. required to keep your account active. This amount will be deducted from the total tickets sold each month.

3. We do not handle credit card processing for you. We like you to be in charge of your money. You can set up your own merchant account through our accepted processors like Paypal and Authorize.net and integrate directly with our system. We can refer you to our preferred merchant account company for advice and quotes. Please just let us know if you’d like someone to call you to discuss and explain your options. We recommend this due to the complexity of accepting credit cards online.

4. To cover any expenses and our .50 charge per ticket you have complete control to apply your own convenience fee, processing fee, etc. and call it whatever you want withing our system.

5. You will be billed monthly for all tickets sold through our system and these fees will be charged to your credit card on file unless discussed otherwise.

6. All tickets tracked through our system will be .50 a ticket regardless if it’s a free ticket, sold online, sold through your box office or through a ticket outlet. Our per ticket prices are the lowest in the industry and we believe that we offer a powerful and affordable, central location for you to track all of your tickets online and off.

7. You have the option to sell tickets as “print-at-home”, “will call” or you may elect to print tickets from your system and distribute them yourself. You may also sell tickets through our system and pre-print your tickets in advance from a traditional ticket printer – then distribute the tickets yourself.

8. We do not currently provide fulfillment and mailing services but we will in the near future. Please contact us to discuss this option and we may make an exception based on your volume.

9. You may operate multiple venues and events out of one account. There is no limit.

10. You may customize the look of your venue store. Knowledge of HTML is required or we can help you. The only thing that tells the customer they are on our site is the event URL (web address) which will be formatted as follows: http://events.eventticketingsystems.com/venues/your-venue-name/

11. You have complete, real time reporting within the system regarding what is sold. You may print, email or export this data anytime.

12. Our system is flexible so you can manage general admission events, reserved seating events or a combination.

13. Print-at-home tickets require a form of validation for large events. There are three options available.

a) First, for reserved seating events you can elect to admit anyone with a ticket and address conflicts as they arise. Since there is only one ticket per seat it’s easy to solve conflicts by confirming the name on the ticket with a person’s ID. For most event types fraud will be low so you need to consider if tight security is worth the effort.

b) You may elect to scan all tickets at the gate. We currently offer a ticket scanning solution that works with a wired scanner hooked up to a wireless laptop. We do not currently provide the equipment. We do not currently offer a solution for hand-held wireless scanners.You may purchase affordable wired scanners that can be plugged into a laptop and configured easily. Each ticket can only be scanned once to ensure that print-at-home tickets are not copied and distributed.

c) The third option is to require your patrons to check-in at the box-office and verify that their ticket is valid with an ID. You may also elect to use the Will Call option which requires the patron to bring their receipt to gain entry to the event.

Bottom line is that reserved seating events usually work themselves out. We recommend the ticket scanning solution for those who have wireless laptops, an internet connection and the ability to purchase wired USB scanners (which are very affordable). An effective and low tech solution is to simply require check-in with a valid ID. All print-at-home tickets have the purchaser’s name on the ticket.

14. Tickets may be transferred to other patrons from within their account. Each person who makes a purchase will have their own unique username and password for their account.

15. You have complete control to setup and manage your venues and events from within our system. For reserved seating events you will need an uploadable image of your seating chart as a JPEG. There are no setup fees and we give you complete control.

16. You can setup packages, mange discounts and discount codes, upsell items like parking passes and pre-show events, and sponsorships. Discount codes can be applied at the venue or event level.

17. You have complete control over the look of your print-at-home tickets for every individual event. You can customize the header, the event graphic and a large area at the bottom that can be used for promotions or sponsorships.

18. Sales are managed in real time within the system. You can view by sale or by individual tickets sold as well as other “overview” reports.

19. Our system requires every person purchasing a ticket to register in the system. This records their sale and also allows them to log into their account in the future to review past purchases, print their tickets again or transfer tickets to another person.

20. You may print physical tickets from our system on traditional ticket stock. A ticket printer is required and you can rent or purchase printers and ticket stock from our approved vendor www.worldwideticketcraft.com. We do not sell or support ticket printers at this time and you will work exclusively with World Wide Ticket Craft when printing your tickets from our system.

21. You may setup individual ticket sellers who only have the ability to sell tickets. Administrators and ticket sellers have the ability to sell advance tickets, on hold tickets and bypass any online payment systems we have in place.

22. You have the option to accept donations within our system during the checkout process.

If there are any other specific questions that you have please review and search the support documents on this site. You may also submit a support ticket and someone will get back to you immediately. We look forward to working with you.