Performing a Sale

In this article we’ll guide you through performing a sale, adding items to the Basket/Cart and explaining the methods of payment you can use. You’ll also find information on managing the Basket/Cart as well as links to other helpful resources.

Before you read this article, you should be familiar with:

• Introduction to the Sales Interface
• Searching for Events
• Searching for Customers

TIP: Performing a sale takes place in the Sales Interface. In order to navigate to and access the Sales Interface you'll need the Sales User role.

If you don’t have this User Role, contact a Settings Administrator in your organisation to edit your User Account and add the Sales User role.

In this article we’ll cover the following:

• Searching for Events
• Adding Seats to the Basket/Cart
• Selling Tickets in Group Booking Mode
• Selling Locked Seats
• Removing Seats from the Basket/Cart
• Selling Merchandise
• Selling Subscriptions
• Selecting a Sales Channel
• Adding a Customer to the Basket/Cart
• Selecting a Delivery Method for Tickets
• Removing Tickets from the Basket/Cart
• Making Changes to the Basket/Cart
• Adding Payments to a Transaction
• Declined Payments
• Confirming an Order
• What to do if you can’t Confirm an Order

TIP: When performing a Sale, you may see fields with a red line or a box with a red outline. These are mandatory fields, you’ll need to complete these to be able to proceed with the Sale.

Searching for Events

When selling a Ticket, you’ll need to search for an Event or Instance. Read our article on Searching for Events.

Once you’ve found the Event and Instance, proceed to the next section Adding Seats to the Basket/Cart.

Adding Seats to the Basket/Cart

Once you’ve selected the Event Instance, add Seats to the Basket/Cart. This process differs depending on whether you’re using a Reserved or Unreserved Plan.

Reserved Seating Plans

Once you’ve selected your Event and Instance, you’ll see the Seating Plan. Along the top of the Seating Plan you’ll see a toolbar:

The following options are available when using the Seating Plan toolbar:

1. Rectangle Mode: Used to select multiple Seats in a straight line
2. Paint Mode: Used to select Seats in a curved row
3. Reset Plan: Used to reset the Seating Plan view
4. Zoom in: Used to zoom into the Seating Plan
5. Zoom out: Used to zoom out of the Seating Plan
6. Directional buttons: Used to move around the Seating Plan

TIP:You can select consecutive Seats by clicking and dragging your cursor across them. Hold down the SHIFT key to select multiple Seats. Alternatively, you can click on individual Seats to select them.

If the Seating Plan contains any curved rows, you can change from rectangle mode to paint mode. This makes it easier to select multiple Seats. Hold the SHIFT key to select multiple Seats.

To add Seats to the Basket/Cart, follow these steps:

1. Click the View dropdown menu to select the Area. Alternatively you can select the Area on the Seating Plan:

    

   

2. Select the required number of Seats:

    

   

3. Click Update Basket/Cart:

    

   

When you click Update Basket/Cart, you’ll be prompted to choose a Sales Channel if you haven’t already selected one. Proceed to Selecting a Sales Channel.

Unreserved Seating Plans

If the Event is Unreserved, you’ll see a screen similar to the following:

Enter the number of Tickets you need for each Ticket Type. Click Update Basket/Cart:

TIP: The numbers in the boxes reflect any Tickets already in your Basket/Cart. To change the contents of your Basket, amend these numbers and click Update Basket/Cart.

When you click Update Basket/Cart, you’ll be prompted to choose a Sales Channel if you haven’t already selected one. Proceed to Selecting a Sales Channel.

Group Booking Mode

When performing a Sale with a large number of Tickets in Spektrix, you can use Group Booking Mode to make it easier to see your Basket/Cart.

There are two ways you can use Group Booking Mode:

• When you add Tickets to the Basket/Cart. You’ll see a prompt if the quantity is over a certain amount. To learn how to change this amount, read Group Booking Mode:

   

  

• You can also add Tickets to the Basket/Cart in a group before you select them, by selecting an the appropriate option beneath the Seating Plan:

   

  

To learn more about using Group Booking Mode, read our article on Group Booking Mode.

Once you’ve added Tickets to the Basket/Cart, proceed to Selecting a Sales Channel.

Selling Locked Seats

When performing a Sale, you may see Locked Seats on a Seating Plan. Locked Seats are represented by a letter, number or a symbol. You can Lock Seats to hold them back from general sale.

To learn more about selling Locked Seats, read our article on SelIing Locked Seats.

Merchandise

You’ll find Merchandise in the Sales Interface by clicking Other > Merchandise:

Read our article on Selling Merchandise for more information.

Subscriptions

If you want to sell a Membership, Ticket Subscription or Fixed Series, you’ll find these in the Subscriptions menu:

To learn more about selling Subscriptions, read the following articles:

• Selling Memberships
• How to Sell Ticket Subscriptions and Redeem Ticket Vouchers
• Selling, Holding or Returning a Fixed Series Subscription

Selecting a Sales Channel

You’ll need to select a Sales Channel for every Transaction. The Basket/Cart behaves differently depending on the Sales Channel you select. 

When you first log in to the Sales Interface and select Events, you will see the Sales Channels in the top right of your Spektrix system under New Transaction:

You’ll also see a New Transaction pop up when adding a Customer or an item to the Basket/Cart:

If you have already selected a Sales Channel, you can change this using the buttons at the bottom of the Basket/Cart:

To learn more about Sales Channels, read our article on Choosing a Sales Channel.

Once you’re ready to proceed to Add a Customer to the Basket/Cart.

Adding a Customer to the Basket/Cart

To add a Customer to the Basket/Cart, follow these steps:

1. In the Basket/Cart, click No customer:

   

2. Search for a Customer Record. If a Customer Record exists, click the blue Basket/Cart Button to add the Customer to the Basket/Cart:

   

3. If you’re unable to find the Customer, you can create a new Customer Record.
4. Once you’ve selected or created the Customer Record, click the blue Basket Button to add the Customer to the Basket/Cart:

   

Changing the Customer in the Basket/Cart

If you’ve added a Customer to the Basket/Cart and want to select a different Customer, you can do so without having to cancel the transaction.

REMINDER: If any Payments have been added to the Basket/Cart that are tied to the Customer, for example Account Credit, remove these Payment items first.

Follow these steps:

1. Click the red cross in the top right corner of the Customer details in the Basket/Cart:

    

   

2. The Customer will be removed from the Basket/Cart
3. Click No Customer to add a new Customer to the Basket/Cart:

    

   

4. Search for an existing Customer or create a new Customer Record
5. Once you’ve selected or created the Customer Record, click the blue Basket Button to add the Customer to the Basket:

   

Changing the Customer in a Confirmed Order

It isn't possible to change the Customer in a Confirmed Order, unless there are no Customer details in that Order. You can add a Customer by following the steps in Adding a Customer to the Basket/Cart.

If the Order has been Confirmed and contains Customer details, you’ll need to Perform a Return and then a new Sale with the correct Customer.

Selecting a Delivery Method for Tickets

For any transaction containing Tickets, you must choose a delivery method before you can confirm the transaction. 

The Delivery Methods are:

• CoBO/Will Call: Tickets collected in person from the box office.
• Postal: Tickets posted to the Customer. You’ll be prompted to select a Delivery Address.
• Print at Home: Tickets sent as a PDF or Digital Passesby email.

Click on the Delivery Method to select it:

TIP: If you perform a sale with no Customer in the Basket/Cart, the only Delivery Method you can choose is CoBO/Will Call.

Waiving Delivery Commission

Once you’ve selected a Delivery Method, you can waive the commission associated with a Delivery Method. For example you may want to waive commission if a Customer is a Member.

Delivery commission depends on the Delivery type and Sales Channel selected and is shown beneath the delivery method. In the example below, you’ll see a £2 Delivery Commission for Postal Delivery:

To waive Delivery Commission, follow these steps:

1. Look at the Ticket Delivery section of the Basket/Cart and you’ll see the following:

    

   

2. Tick the Ticket Delivery Override checkbox:

    

   

3. Remove the tick from the checkbox to the left of the Delivery Commission amount. You’ll see a strikethrough the Commission amount:

    

   

To proceed with the sale, read Adding Payments to a Transaction.

Removing Tickets from the Basket/Cart

When a Seat is in the Basket/Cart, you’ll see a yellow ticket icon next to it.  To remove a Seat from the basket, follow these steps:

1. Place a tick in the checkbox next to the Ticket in the Basket/Cart:

    

   

2. Click the down arrow next to Reserve and then select Delete:

    

   

Changing the Delivery Method during a Sale

If you’ve selected a Delivery Method and wish to change it, you can click the red X to remove the current Delivery Method.

You can then select a new delivery method by following the steps in Select a Delivery Method for Tickets.

Changing a Postal Delivery Address

Once you’ve selected Postal Delivery you’ll see a Delivery Options pop up. Click the pencil to edit the Address. You can also add a new address by clicking Add Address:

You’ll see an Edit Address Screen. Amend address and click Save:

Changing the Delivery Method on a Confirmed Order

Once an Order has been Confirmed, you can’t change the Delivery Method. If you want to change to an alternative Delivery Method, you'll need to return and repurchase the tickets.

Read Performing a Return and Refund for further information.

Making changes to the Basket/Cart

Once you’ve added Tickets to the Basket/Cart, you can make changes to the Basket/Cart.

To make changes click the dropdown arrow next to Change Type or Reserve

Changing the Ticket Type

To change the Ticket Type, follow these steps:

1. Tick the checkbox next to the Ticket in the Basket/Cart:

    

   

2. Click the dropdown arrow next to Change Type. Select a different Ticket Type from the list:

    

   

Reserve Dropdown menu

In the Basket/Cart, click the dropdown arrow next to Reserve:

You’ll see the following options:

• Buy: Select this if you want to turn a Reservation into a Sale. The Tickets will be added back to the Basket/Cart to purchase.
• Delete: Removes the selected item from your Basket/Cart.
• Charge commission/delivery: Select this to re-charge previously waived Ticket  Commission.
• Waive commission/delivery: Select this to waive commission.
• Ticket attributes: Select this to add a Ticket Attribute. For example, inputting the reason for a Comp Ticket.
• Override: Select this to override Price, Commission, Offer, Ticket Voucher used and Apply a Fixed Series Subscription and associated price structure. Place a tick in the checkbox and input a new value or select an option on the right, then click Ok:

   

  

• Attach reference: You can add a reference (note) to Merchandise items only.
• Attach donations: Select this to attach a Donation to a Ticket.
• Remove attached donations: Select this to remove attached Donations
• Opt out of gift aid (UK only): Select this if a UK Customer wants to opt out of Gift Aid for their Donation.

Adding Payments to a Transaction

Once you’re happy with the contents of the Basket/Cart and have selected a Delivery Method, you’ll need to settle the transaction by adding Payments.

You can use any number of payments to settle a transaction.

The standard Payment Methods are:

• Cash
• Chip & Pin/Chip
• Card

You may also be able to take payment using the following methods:

• Gift Vouchers
• Account Credit
• Custom Payment Types
• Continuous Authority

To learn how to take a payment using each of the above Payment Methods, go to the relevant section below.

Cash

Before you take a Cash Payment, you’ll need to open a Register.  If you don’t already have a register open, click Register Closed:

Select a Register from the list:

REMINDER: If you don’t select a Register, you’ll be prompted to open a Cash Register from the list.

• To take a Cash payment, follow these steps:
  1. Click on the + button to expand the Payments section in the Basket:

      

     

  2. Click Cash to add a cash payment:

      

     

  You’ll see a Payment Options screen:

   

  

  Check the following:

  • Amount: The Amount should default to the Order total. If you want to take a partial Cash Payment, amend the value.
  • Amount Tendered: Enter the amount of Cash the Customer has given you.
  • Calculate change: Select this to calculate the change due. The change due field will automatically update.
  • Take as deposit: Tick this checkbox if you’re taking a Deposit on a Reservation.
  • Deposit Ref: Enter a Reference for the Deposit. For example the date of the Deposit
  • Click Ok to confirm the Payment.
  Once you have taken payment, proceed to Confirming an Order.

Chip & Pin/Chip

You can take a payment using Chip & Pin/Chip, this includes Contactless/Tap to Pay.

If you can’t see Chip & Pin/Chip as a Payment Method, contact Support.

• Follow these steps to take a Chip & Pin/Chip payment:
  1. Click on the + button to expand the Payments section in the Basket:

      

     

  2. Click on Chip & Pin/Chip:

      

     

  You’ll see a Chip & Pin/Chip Payment screen:

   

  

  Check the following:

  • Amount: The Amount should default to the Order total. If you want to take a partial Chip & Pin/Chip Payment, amend the value.
  • Take as deposit: Tick this checkbox if you’re taking a Deposit on an Order.
  • Deposit Ref: Enter a Reference for the Deposit. For example the date of the Deposit.
  • Customer not present: Not used as Chip & PIN/Chip Payments require the Customer to be present.
  • To confirm the payment click Ok.
  You may see a pop up from your payment provider. Follow the onscreen instructions to proceed.

   

  If the payment is authorised, the pop up will close and the payment will be added.

  Once you have taken payment, proceed to Confirming an Order.

Card

You can take a Card Payment if the Customer wants to pay by Card by taking the full card details or using a Card stored in the wallet section of their Customer Record.

Card is typically used for Phone transactions. For Customer present transactions such as Counter or Counter Quick, you would typically use Chip & Pin/Chip.

TIP: You'll only be able to add a Card Payment if you have a Customer in the Basket/Cart. This is because a Billing Address is needed for authorisation.

• To take a Card Payment, follow these steps:

  1. Click on the + button to expand the Payments section in the Basket:

      

     

  2. Click on Card:

      

     

  3. Choose an existing Address by selecting it. This should be the Address where the Card is registered. You can also edit an existing address or Add an Address:

      

     

  TIP: If a Customer doesn’t have an address set in their Customer Record, you’ll be prompted to add one.

  Once you’ve selected an Address, you’ll see a Card Payment screen:

   

  

  Check the following:

  • Amount: The Amount should default to the Order total. If you want to take a partial Card Payment, amend the value.
  • Billing address: Select the billing address. This should be where the card is registered. You can also edit the selected address or add a new one:
  • Wallet: Tick this checkbox to save the Card to the Customer’s Wallet.
  • Take as deposit: Tick this checkbox if you’re taking a Deposit on an Order.
  • Deposit Ref: Enter a Reference for the Deposit. For example the date of the Deposit.
  • Click Next to move to the Card details tab:

     

  

  Once you’ve clicked Next you’ll see the Card details tab:

   

  

  Enter the following information:

  • Card Type: Choose a Card Type from the dropdown list of options.
  • Card Number: Enter the Card Number in full.
  • Expiry Date: Enter the Expiry Date in the format mm/yy. For example, enter March 2025 as 03/25.
  • Security Code: Enter the security code from the Customer’s Card.
  • Click Confirm to take the payment.
  Once you have taken payment, proceed to Confirming an Order.

Gift Vouchers and Account Credit

If a Customer has a Gift Voucher or Account Credit, you can use this to pay for the Order.

To learn how to redeem a Gift Voucher or use Account credit, read these articles:

• Redeeming Gift Vouchers
• Using Account Credit to pay for an Order

Custom Payments

There may be occasions where you need to use an alternative method of payment, such as a cheque, bank transfer to recognise income received outside of Spektrix. You can record this payment using a Custom Payment Type.

To learn how to perform a sale using a Custom Payment type, read our article on Custom Payment Types.

Once you’ve taken a payment using a Custom Payment Type, proceed to Confirming an Order.

Continuous Authority

When performing a Sale, you can use a Stored Card held in the wallet of a Customer’s Record. If you have set up Continuous Authority, you won’t need to enter a CVC/CVV/CV2 code from the Customer’s card.

TIP: You should always get the Customer’s permission before using a Stored Card.

• To perform a sale using a Stored Card with continuous authority, follow these steps:

  1. Once you’ve added items and Customer to the Basket/Cart, click Payments:

     
     

  2. In the Payments tab, select the Stored Card:
     

     
     

  3. You’ll see a Paying with a stored card screen. Check the Amount is correct. Tick the Customer Not Present box, and click Confirm:
     

     
     

  4. You’ll see the payment in the Basket/Cart. When you’re ready to proceed, confirm the Order.

Multiple methods of Payment in a Transaction

You can take more than one method of Payment in an Order. For example a Customer may want to pay for an Order using Cash and Chip & Pin/Chip.

TIP: You can use the same method of Payment more than once. For example, using more than one card to pay for an Order.

• To perform a Sale using more than one method of Payment. Follow these steps:

  1. Select the first payment method. In this example we’re using Cash:

      

     

  2. Enter a partial Amount and click Ok:

      

     

  3. You’ll see the Payment in the Basket/Cart along with an updated amount To pay:

      

     

  4. Select the second payment method. In this example we’re using Chip & Pin/Chip:

      

     

  5. In the Chip & Pin/Chip Payment screen, you’ll see the remaining amount:

      

     

  6. To confirm the payment click Ok.
  7. You may see a pop up from your payment provider. Follow the onscreen instructions to proceed.
  8. If the payment is authorised, the pop up will close and the payment will be added.
  You can repeat this process until the amount to pay is zero.

  Once you have taken payment, proceed to Confirming an Order.

Declined Payments

If the authorisation fails or is declined, the system will notify you. You can press Delete and re-attempt payment:

If you don’t see a successful, failed or declined payment, it’s likely there’s a blip in the connection and the payment may not have gone through.

How you proceed depends on your own processes. You may want to retry the payment, or reserve the Tickets while you check if the payment has been authorised.

Read Troubleshooting Card Payments for more information on Card Authorisation.

Confirming an Order

Once you’ve taken a payment, the Basket/Cart amount should be zero:

Before you confirm an Order, you can view a summary by clicking the Summary button:

You’ll see a summary of the Order. Click Close to continue:

You can confirm the Order by clicking Confirm at the bottom of the Basket/Cart:

If you issue paper tickets, you’ll see a Confirm & Print button with a dropdown arrow next to it:

You can confirm an Order by selecting one of the following:

• Confirm & Print: Tickets are printed immediately.
• Confirm & Print Later: Select this option to print individual Tickets later or print Tickets in batches later.
• Confirm & Mark as Printed: Tickets won’t be printed but will be marked as and won’t be included in batch printing. You'll need to print Tickets from the Customer Record.

Once the Order is confirmed, choose whether to send a confirmation email to the Customer:

If you don’t see this pop up message, you can change this in Settings > System Setup > Automated Emails.

Customer Questionnaire

If you use the Customer Questionnaire, you’ll see a prompt to ask the Customer a question depending on what you’ve set up in the Customer Questionnaire.

Select an answer from the dropdown menu:

Click Ok:

What to do if you can’t confirm an Order

If you’re unable to confirm an Order, you’ll see a pop up Error message: 

The reasons why you may not be able to confirm an Order are:

• There is still money to pay. The amount to pay needs to be zero before you can confirm an Order.
• No Customer has been added to the Basket/Cart, for example on a Phone sale.
• No Delivery Method has been selected.
• A Delivery Method has been selected, but there are no items to be delivered. For example, a Reservation:

  

If your Basket/Cart doesn't balance, you'll need to correct this before you can confirm the Order. Read Balancing the Basket/Cart for more information.

This article should give you the information you need to perform a Sale. For other helpful resources, visit the Sell Items and Fulfill Orders category section of our Support Centre.