Open Transactions are sales held in a pending state where the transaction has not yet been confirmed.
This article covers how to view and manage Open Transactions. Before you read this article, you should be familiar with:
What is an Open Transaction?
Open Transactions are sales that have been started but not confirmed. This may be due to:
- Customers navigating to another site while making an online purchase
- Internet connection issues when selling in the Sales Interface, or when customers are purchasing online
- Information required to complete the transaction has not been provided
The timeout expiry period for transactions:
- Online transactions: 10 minutes
- API transactions: 20 minutes
- Sales Interface transactions: 40 minutes
TIP: Transactions with a payment added in the Basket/Cart will not time out.
How often should I check for Open Transactions?
We recommend checking Open Transactions on a daily basis as part of your regular tasks.
Where to find Open Transactions
Open Transactions can be found in the Sales Interface.
TIP: To access the Sales Interface, you’ll need the Sales User or Sales Administrator Role. If you don’t have these Roles, ask the Settings Administrator in your organisation to add these Roles to your User Account.
Follow these steps:
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Click the Control Panel icon in the bottom left corner of Spektrix:
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In the Open Transactions menu, you’ll see the total count of Open Transactions and Open Transactions older than 24 hours. Transactions older than 24 hours are unlikely to resolve on their own.
Click Open Transactions to view a list of all Open Transactions:
Web transactions with a current timestamp are customer transactions that are currently in progress online. If you load a web transaction into the Basket/Cart, you’ll take over the transaction and the customer won’t be able to complete their purchase online.
This process of taking over the transaction can be useful if a customer starts their purchase online but then phones the box office to complete the sale.
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By default, the Open Transactions list displays the most recent transaction start date. In the list you can view the customer name, ticket details, transaction start date, sales channel and payment status:
You can also view transactions which require authorization by checking the Requires Authorization checkbox.
TIP: You can search Open Transactions using Ctrl + F on a PC or Command ⌘ + F on a Mac.
Viewing Open Transactions in Customer Search
In Customer Search, Customers with Open Transactions are indicated with an orange Basket/Cart button:
Click the orange Basket/Cart button to open a preview of the Open Transaction:
Click Load Transaction to take over the Open Transaction.
Loading an Open Transaction
To load an Open Transaction from the list, select it and then click Load Transaction:
Once you click Load Transaction you’ll take over the sale. The original owner won’t be able to access the transaction.
If you already have a transaction in the Basket/Cart, Load Transaction will be greyed out. You’ll still be able to preview the transaction. To take over the transaction, you’ll need to confirm or cancel the current transaction in the Basket/Cart:
How to Confirm an Open Transaction
After loading an Open Transaction with a payment in the Basket/Cart you can confirm the Order as you would when performing a Sale.
Cancelling an Open Transaction
After loading an Open Transaction, you may be able to cancel the transaction by clicking Cancel in the Basket/Cart.
You won’t be able to cancel the transaction if a card or non-cancellable payment has been added to the Basket/Cart.
Take a look at Cancelling Payments and Refunds in the Basket/Cart for further information. If you want to cancel a transaction where a payment has been taken, read Cancelling a Payment for more information.
Closing an Open Transaction without taking any action
If you’ve loaded an Open Transaction and want to exit without taking any action, you’ll need to log out of Spektrix. The Open Transaction will be returned to the Open Transactions list.