FAQ: Managing Flex Passes During Closures

When cancelling performances, there are some specific considerations to keep in mind regarding tickets redeemed through Flex Passes. Overall, subscribers are the most loyal and committed patrons in your customer base, and they want to see your organization continue to thrive. Keeping clear, consistent, and timely communications with them will ensure they continue to have a great customer experience. This article will outline some of the basic ideas to consider when handling Flex Pass tickets for cancelled performances.

Here’s what we’ll cover:

  • How can I find out how many Flex Pass tickets a customer has redeemed and how many they have left?
  • Can customers manage their Flex Passes online?
  • Our customers redeem Flex Passes for $0 tickets, so how do I get them a refund?
  • How do Flex Passes work with the Ticket Converter Tool?
  • How can I give a customer ‘credit’ for unused Flex Pass tickets?
  • How can I refund a customer for a partially used Flex Pass?
  • Can customers donate the unused portion of their Flex Pass?
  • How can I make current Flex Passes eligible for future shows?
  • What other options can I give Flex Pass holders when performances are canceled?

What is a Flex Pass?
For the purpose of this article, a Flex Pass is any sort of flexible ticket subscription model where customers purchase a package they redeem for tickets to shows throughout the season. Flex Passes are traditionally built using Memberships in Spektrix.

How can I find out how many Flex Pass tickets a customer has redeemed and how many they have left?

The Spektrix Support team can help set you up with a Flex Pass Tracker report to get a picture of how many unredeemed tickets remain against Flex Passes, both on an individual customer basis and a total for all subscriptions. This can be used to forecast income liabilities and potential refunds, and communicate with individuals on the status of their Flex Pass redemptions.

Can customers manage their Flex Passes online?

Like one-off orders, customers can’t return Flex Pass tickets online. To help ensure the process of managing Flex Passes as straightforward as possible, make sure to communicate clearly with any subscribers about cancellations and policies around your subscriptions via email, and consider reaching out directly via phone.

Our customers redeem Flex Passes for $0 tickets, so how do I get them a refund?

Because Flex Pass tickets do not have a payment against them on the ticket redemption order, any refunds will need to be made against the Flex Pass Membership that the customer initially purchased.

To do this, open the Membership order and override the Membership price to a reduced level, then refund to whichever payment type you’ve chosen.

Note: some credit card processors have limited refund windows, so you may need to process check refunds or contact your processor directly - please get in touch with the Spektrix Support team if you have more questions on your payment processor.

How do Flex Passes work with the Ticket Converter Tool?

You can ask customers with Flex Pass redemptions how they would like to handle their canceled tickets in the same way as single ticket buyers. It’s just worth being aware that when using the Ticket Converter Tool, Flex Pass tickets will show as having a $0 return or donation value (because they are ‘paid for’ by the Membership purchase and redeemed as comps).

You might consider sending additional/separate communications to subscribers to detail your specific subscription cancellation policy - for example if they are eligible for a monetary refund, if you’re expanding the season of shows Flex Passes can be redeemed for, etc.

How can I give a customer ‘credit’ for unused Flex Pass tickets?

If a customer has used a Flex Pass to redeem tickets to a now-canceled performance, all you need to do is return those tickets in the same order. This will release them for future sale and remove the redemption from the customer’s account, allowing them to redeem that show when performances resume.

How can I refund a customer for a partially used Flex Pass?

You’ll need to process refunds back to customers in the orders where the Memberships were originally purchased. You can override the Membership price to reflect the cost of redeemed Flex Pass tickets, and refund the difference to the customer.

If your team uses custom reports to allocate income from redeemed Flex Passes towards specific Events, make sure you have returned those Flex Pass redemptions before refunding part of the Membership payment, to make sure that your financial reports continue to balance.

Note: many payment processors have limited credit card refund windows, so refunds for sales in the past may need to be processed by check or by contacting your payment provider.

Can customers donate the unused portion of their Flex Pass?

Subscribers are some of the most loyal patrons in your customer base, and will likely want to contribute a portion of their Flex Pass purchase to keep your organization strong - so it’s important to give them this option whenever appropriate.

To make sure the income is allocated correctly to contributed income, follow this process:

  • First, find the original Flex Pass order

  • Then add a donation into the basket to the value of how much you reduced the Membership price, in order to balance the order

  • There shouldn’t be anything needing paying, so you can go ahead and confirm the order
  • The order will now contain a donation and the Membership at its reduced price (marked with a red ! sign to show that it’s been overridden)

It’s best practice to use a dedicated Ticket Donations Fund to more accurately track income generated from returned tickets.

How can I make current Flex Passes eligible for future shows?

There are two steps you’ll need to follow in order to do this:

  • First, you’ll want to extend the Membership Period of the Membership which powers the Flex Pass, to ensure it stays active through the expanded redemption dates
  • Next, in the Offer you’re using for your Flex Pass, update the Criteria to include the additional Events or Instances which are now eligible

What other options can I give Flex Pass holders when performances are canceled?

Here are a couple more suggestions for things you might want to think about:

  • If you’re planning virtual screenings of performances, consider making exclusive subscriber-only content to thank them for their loyalty and support
  • Perhaps ask Flex Pass holders to donate their unused redemptions and not get a refund for their Flex Pass (in the same way that single ticket buyers were asked to do)
    • Offer Priority Booking, guest passes, or improved seating options to future performances for customers who do so

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There are many unique flexible ticket packages that can be built in Spektrix, so please reach out to the Spektrix Support team if you have additional questions about your organization’s specific setup.

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