Reservations and Deposits

In this article, we’ll explain Reservations and Deposits. We’ll guide you through the steps of how to Reserve a Ticket and take a Deposit on an Order. We’ll also provide links to other resources you may find helpful.

What are Reservations and Deposits?

You can use Reservations and Deposits to manage large Orders or Group bookings.

Reservation

A Reservation lets you allocate Seats to a Customer, which can be purchased at a later date.

The Seats are held against the Reservation until the Order is paid for or the Reservation expires. You can set Reservations to expire within a certain period of time. This can help you manage demand for popular Events and mitigate the risk of large cancelled Reservations.

Deposit

A Deposit is a payment made against a Reservation. It is usually a percentage of the full value of the Order. Deposits aren’t essential to finalise a Reservation, however, you may wish to take them for larger group bookings in line with your organisation’s terms and conditions. 

Once you’ve taken a Deposit, you can use it later to pay for the Order when the Customer purchases the Tickets.

A Deposit is treated as credit and stored against the Order. To learn how to manage credit, read How does Spektrix deal with Credit?

How to create a Reservation

There are five steps to creating a Reservation:

1. Creating an Order
2. Setting a Reservation Timeout (optional)
3. Taking a Deposit (optional)
4. Confirming the Reservation
5. Sending an invoice (optional)

How do I Reserve Tickets?

Creating a Reservation is similar to performing a sale. Once you have added Tickets and a Customer to the Basket/Cart, follow these steps:

TIP: A Customer must be added to the Basket/Cart in order to reserve Tickets.

1. Select the tickets and click Reserve:

   

2. You’ll see the Tickets change to a Reservation, with "Reservation" under the Ticket Price:

   

TIP: When you create a Reservation, you may first see Ticket Commission in the Basket/Cart. When reserved, the Tickets won't list Ticket Commissions and the Total won't be included. Ticket Commission isn’t applied until the Tickets are purchased. This is the same for adding Ticket Donations. Ticket Donations can't be applied until the Tickets are purchased.

If you send a Proforma Invoice to your Customer after you’ve confirmed the Reservation, Ticket Commission won’t be displayed in the invoice. If you want to include Ticket Commission in your Proforma Invoices, contact Support using the form within How to request help with Reports.

Reservation Timeout

When you perform a Reservation, you may want to add a Reservation Timeout. A Reservation Timeout can be thought of as an agreed timescale you give the customer to pay for the Order.

TIP: You can keep track of Reservation Timeouts by running the All Active Reservations Report.

If the Tickets haven’t been purchased when the Reservation Timeout period ends, the Reservation may be released.

When you Reserve Tickets, you’ll see a Reservation Timeout section within the Basket/Cart:

The default settings for a Reservation Timeout depend on your settings.

• TIP: To access the Settings Interface, you’ll need the Settings Administrator Role. If you don’t have this Role, ask the Settings Administrator in your organisation to add this Role to your User Account.

  Navigate to the Settings Interface > Configuration > System Setup > Reservations.

  1. Automatically release reservations on timeout: Toggling this box on will default all reservations to release Tickets when the timeout period is reached.
      

     
     
  2. Default Reservation timeout: Select from the following options for the default reservation timeout period:
     • After # of Hours: Select a time period by the number of hours
     • After # of Days: Select a time period by the number of days
     • At specified date and time: Input or select a specific date and time

  Click Save Configuration to set the new timeout settings. Click Reset to restore back to the previous settings.

To change the Reservation Timeout of the Order you're currently in, follow these steps:

1. Click on the pencil to change the Reservation Timeout:

   

2. You’ll see a Reservations Options screen:

   

You can choose from the following options:

• Do not automatically release: If this box is checked the tickets in the reservation will not be released when the timeout period ends. Uncheck the box if you would like the reservation to release the tickets once the reservation period times out.
• Timeout: Choose hours, days, or a specific Time and Date.
• Reset to default: The default settings for a Reservation TImeout are Do not automatically release and Reservations will Time out after 24 hours.
• Remember value for this session: Select this option to remember your choices for the rest of your session. When you log out of Spektrix, the Reservation Timeout will change back to the default settings.

Once you’ve selected the Reservation Timeout, click Confirm.

You should advise the Customer of the Date on which they need to make the payment. You can include this information in a Proforma Invoice. Once the Reservation is confirmed, it will be displayed in the Order:

Taking a Deposit

You can also choose to take a Deposit from a Customer

If you choose not to take a Deposit, proceed to Confirming a Reservation. If you want to take a Deposit, follow these steps:

1. Click on the Credit, Deposit & vouchers tab and select Take Deposit:

   

2. Enter the Deposit Amount, add a Reference (optional) and click OK:

   

3. Click on the Payments tab and select the Payment Method:

   

To learn how to take a payment using each method of payment, read Adding Payments to a Transaction.

Once you’ve selected method of Payment, you’ll see a Payment Options screen:

The fields you see will depend on the method of payment. Whichever method you select, you should complete the following to take a Deposit:

• Amount: Enter the Deposit amount
• Deposit Ref: Enter a Reference for the Deposit (optional)

Once you’ve taken payment, click Confirm to complete the Reservation. Choose whether you want to send a Confirmation Email.

How do I issue a Proforma Invoice?

A Proforma Invoice is a request for payment that you can issue to a Customer when an Order contains Reserved Tickets.

A Proforma Invoice will break down the details of the tickets reserved, the outstanding balance due, and the reservation timeout date/time of an Order.

TIP: If you don’t have Proforma Invoices in your system, you can request one by completing the Report Request Form.

To issue a Proforma Invoice, follow these steps:

1. Search for the Order

2. In the Order Details section, click Proforma Invoice:

   

3. You’ll see a Generate Proforma Invoice screen:

   

4. Select a template, an output and click Ok.
5. Save the invoice to your computer to print or send by email.

To learn more about Proforma Invoices read our article on Order Reports.

Buying Reserved Seats

When the customer is ready to pay for their reservation, follow these steps:

TIP: The process of buying reserved Seats will appear as returning the reserved Seats and buying the Tickets in the same transaction. This can only be done in the Sales Interface.

You can buy reserved Seats in two ways: from the Order or from the Seating Plan:

• 1. Search for the Order

     
     

  2. In the Reservations section, check the box next to the Ticket(s).

     
     

  3. Click the drop down arrow next to Print and click Buy:

     
     

  4. You’ll see the New Transaction pop up. Select the Sales Channel:

     
     

  5. If you're buying grouped Tickets, you may be asked to select the number of Tickets you'd like to buy. The maximum number is entered by default but you can change to any number below the maximum.

     
     

  6. You’ll be taken to the Basket/Cart. You’ll see the Tickets under Items and Reservations under Returns:

     
     
• 1. Search for the Event Instance.
     
     

  2. In the Actions menu, select View Reservations:

     
     
     

  3. Select the Reservation:

     
     

  4. Select the tickets, click Print > Buy:

     
     

  5. If you're buying grouped Tickets, you may be asked to select the number of Tickets you'd like to buy. The maximum number is entered by default but you can change to any number below the maximum.

     
     

  6. You’ll be taken to the Basket/Cart. You’ll see the Tickets under Items and Reservations under Returned:

     
     

If the Customer has paid a Deposit, go to the next section, Using a Deposit against an Order for instructions on applying the Deposit to the Order.

If there is no Deposit against the Reservation, proceed to add Payments to a Transaction.

Once you’ve added the Payment to the Transaction, click Confirm. Choose whether you want to send a Confirmation Email.

Using a Deposit against an Order

Once you’ve returned the Tickets to the Basket/Cart, you can use the Deposit as payment towards the Order.

If you see an exclamation mark when viewing an Order, this indicates the Order has an unused Deposit:

To use the Deposit, you must Return the Reservation and purchase the Tickets.

Follow these steps:

1. Click on the Credit, deposit & vouchers tab. You’ll see an exclamation mark indicating an unused Deposit:

   

2. Click Use deposit:

   

3. On the Use Deposit screen, check the Amount is correct, enter a Reference (optional) and click Ok.

    

4. Click on the Payments tab and complete the sale.

Managing Reservations

If the customer does not wish to turn their reservation into a sale, or if their reservation automatically times out you can manage the reservation in the following ways:

• If no Deposit has been paid: No further action is required.You don’t need to do anything further with the Reservation. If the Customer wants to Reserve the seats again, you can create another Reservation
• If a non-refundable Deposit has been paid: Depending on your terms and conditions, you can either retain the deposit or choose to return the deposit to the customer.
• If a refundable Deposit has been paid: You don’t need to Return the Reservation as the Seats have already been released. You'll need to refund the Deposit.

TIP: You’ll need to coordinate with your finance team about how you choose to manage unused Deposits on your system.

Here’s how a Reservation looks once it has Timed out:

To learn how ro refund a deposit, ump to How do I refund a Deposit?

How do I refund a Deposit?

You don’t need to Return the Reservation as the Seats have already been released. You'll just need to refund the Deposit.

TIP: If you're refunding a Deposit back to card, you can only refund back to the same card used to pay the Deposit.

If you want to refund the Deposit, follow these steps:

1. Search for the Order.

2. Click the blue Basket/Cart button to edit the Order:

   

3. You’ll see a New Transaction pop up. Select the Sales Channel:

   

4. Click Credits & vouchers > Use Deposit:

   

5. You’ll see a Use deposit screen. Check the Amount is correct, enter a Reference (optional) and click Ok.
    

6. Click > Refunds and select the refund type. In this example we're using Cash:

   

7. Select the Refund type that matches the original Payment Method. In this example we’re using Cash:

    

8. In the Cash Refund screen, check the amount is correct and click Ok. 
    
9. Click Confirm. 
    
10. Choose whether you want to send a Confirmation Email. 
     

TIP: When performing a Refund, the refund type should match the original method of payment.

Editing a Reservation

Once a Reservation has been created, you can make changes, if a Customer changes their mind.

To edit a reservation, follow these steps:

1. Search for the Order.

2. Click the blue Basket/Cart button to edit the Order:

   

3. You’ll see a New Transaction pop up. Select the Sales Channel:

   

Adding Seats to a Reservation

• Once you’ve opened and edited the Order in Editing a Reservation, follow these steps:

  1. Under the Reservation, click the link to the Event Instance:

     

      

  2. You'll be taken to the Seating Plan of the Event Instance. Select the additional Seats from the Seating Plan, which will be marked by a green ticket icon:

     

      

  3. Click Update Basket/Cart in either the top-right or bottom-right corner.
  4. Reserve the tickets to add to the existing Reservation.

Removing Seats from a Reservation

• Once you’ve opened and edited the Order in How to edit a Reservation, follow these steps:

  1. Check box next to the Seat(s) you want to remove. Click Print > Return:

     

      

  2. If removing Seats from a grouped reservation, you'll be asked how many Seats you'd like to return. The maximum number is entered by default but you can change to any number below the maximum. Enter the number and click OK.

     TIP: This will only appear if you've checked one Ticket group. In the example above, if you were to check the group of 24 and any of the single tickets you won't see this pop-up. If you were only to check the 24 grouped Tickets, you'll see the pop-up.

  When you remove Seats from a Reservation, you may see an Information pop up about recalculating Ticket Offers.

  Choose from the following options:

  • Recalculate offer prices: The Basket/Cart total will be updated to reflect the number of Tickets in the Basket/Cart eligible for an Offer.
  • Preserve offer prices: The price for Tickets in the Reservation remains the same even if Basket is no longer eligible for the Offer.

  Once you're ready to proceed, click Confirm. Choose whether you want to send a Confirmation Email.

   

How do I Cancel a Reservation?

To cancel a Reservation, follow these steps:

1. Search for the Order

2. Select the Tickets, click Print > Return:

   

3. Click the drop down arrow next to Print and click Return:

    

    

4. If removing Seats from a grouped reservation, you'll be asked how many Seats you'd like to return. The maximum number is entered by default but you can change to any number below the maximum. Enter the number and click OK:

   TIP: This will only appear if you've checked one Ticket group. In the example above, if you were to check the group of 31 and any of the single tickets you won't see this pop-up. If you were only to check the 31 grouped Tickets, you'll see the pop-up.

5. You’ll see a New Transaction pop up. Select the Sales Channel:

   

6. You’ll be taken to the Basket/Cart.
7. If you’re not returning the Deposit click Confirm. To learn how to return a deposit, jump to How do I refund a Deposit?

TIP: Whether returning or retaining a Deposit, check with your finance team. Your Organisation may have its own approach to how you manage Deposits.

Reporting on Reservations and Deposits

If you want to report on Reservations, there are several Standard Reports available. Read the Event Sales & Reservations section of A Guide to Standard Reports in Spektrix to learn more.

To report on the current value of unused Deposits and the amount in your liability account, run the The Special Report. You can also find more information by reading How does Spektrix deal with Credit?

TIP: You’ll need the Insights & Mailings User Role on your User Account before you can access Reports. If you don’t have this, ask the Administrator in your organisation.

This article should give you the information you need to perform Reservations and take Deposits. To learn more visit the Sell items and fulfill Orders section of our Support Centre.