How to Sell Ticket Subscriptions and Redeem Ticket Vouchers

Jessica Abejar
Jessica Abejar
  • Updated

We'll be rolling out our new Ticket Subscriptions functionality to users from early 2023.

Please read our article Getting Ready For Ticket Subscriptions.

Ticket Subscriptions enable you to create flexible passes or ticket bundles, through which your customers can 'pre-purchase' a set number of tickets across a range of events for a fixed price and redeem them against specific Instances either at the time of purchase or at a later date. In this guide you will learn how to sell Ticket Subscriptions and redeem Ticket Vouchers.

Before you read this article make sure you’re familiar with:

Selling Ticket Subscriptions and Redeeming Ticket Vouchers

Ticket Subscriptions can be sold through the Sales Interface and online. When a customer purchases a Ticket Subscription they buy a number of Ticket Vouchers that can be redeemed for Tickets for eligible Event Instances. The Ticket Vouchers can either be redeemed immediately, at the point of purchase or at a later date.

Selling Ticket Subscriptions in the Sales Interface

In order for Ticket Subscriptions to appear in the Sales Interface, make sure the “Show Ticket Subscriptions tab in Sales Interface” tick box has been selected. This can be found in the Admin Interface > Subscriptions > Ticket Subscriptions.

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Once selected you will be able to see any active Ticket Subscriptions by navigating to the Sales Interface > Subscriptions > Ticket Subscriptions.

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Select the Ticket Subscription you would like to purchase. The screen lists all active Pricing Sets in the Ticket Subscription.

Each Pricing Set includes:

  1. Name of the Pricing Set
  2. Total Price of the Ticket Subscription in parenthesis
  3. Ticket Types that are eligible for this Pricing Set
  4. Ticket Voucher Groups in this Ticket Subscription

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Each Ticket Voucher Group includes:

  1. Number of Ticket Vouchers
  2. Name of the Ticket Voucher Group
  3. Price per Ticket Voucher in the Ticket Voucher Group
  4. Ticket Commission per Ticket Voucher in the Ticket Voucher Group

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Select the Ticket Subscription you want to purchase and then enter the quantity of the Pricing Set you would like to purchase and click Update Cart/Basket. If a customer has not been selected before adding the Ticket Subscription to the Cart/Basket, search for and select a Customer using the Find Customer pop-up or click Add individual to create a new Customer.

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REMINDER: Unlike some other transactions, you can’t sell a Ticket Subscription without a Customer. You can choose or create Individuals using the Find Customer pop-up. If you want to select an organization, they must be created or selected first in the Customers tab before purchasing the Ticket Subscription.

Once a Customer is selected and a sales channel is selected, the Ticket Subscription will be listed under Items. The Ticket Subscription will include:

  1. Name of Ticket Subscription
  2. Total Price of Ticket Subscription
  3. Name of Pricing Set
  4. Number of Ticket Vouchers
  5. A red circle with an “X” to delete the Ticket Subscription from the Cart/Basket
  6. A blue circle with an “i” to view more information about the Ticket Vouchers

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Click on the blue “i” icon to “View Ticket Vouchers”. This will show the Ticket Voucher Information, which includes:

  1. Name of Ticket Subscription
  2. Names of Ticket Voucher Groups
  3. Eligible Ticket Types
  4. Price per Ticket Voucher in the Ticket Voucher Group
  5. Ticket Commission per Ticket Voucher in the Ticket Voucher Group

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Confirm the transaction in the usual way by selecting a payment type, filling out any required order attributes, and confirming the order. For more information on how to complete the transaction, please check the section Sell items and fulfill Orders.

If you opt to send confirmation emails, an email will be sent with the following details under the Ticket Subscriptions section:

  1. Number of Ticket Subscriptions purchased
  2. Name of Ticket Subscription
  3. Name of Pricing Set
  4. Price of Ticket Subscription

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Note that Ticket Voucher details will not be included in a confirmation email or other emails. Ticket Voucher details can be viewed in the Order Details on the Sales Interface.

When you click into the Order Details, you will be able to view more information on the Ticket Subscription including:

  1. Name of Ticket Subscription
  2. Name of Pricing Set
  3. Price of Ticket Subscription
  4. Name of Ticket Voucher Group
  5. Price per Ticket Voucher in the Ticket Voucher Group
  6. Ticket Commission per Ticket Voucher in the Ticket Voucher Group
  7. Total Charged for Ticket Voucher with Commission

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Redeeming Ticket Vouchers in the Sales Interface

You can redeem Ticket Vouchers in the same transaction as a Ticket Subscription or at a later date in a separate transaction. There is currently no way to force the redemption of vouchers in the same transaction.

  • To redeem Ticket Vouchers while purchasing a Ticket Subscription in the same transaction, add a Ticket from an eligible Event Instance into the Cart/Basket.

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    After adding the Ticket in the Cart/Basket, the Ticket will be automatically eligible for redemption. The Ticket Subscription item will update to reflect this redemption. You will see the following details:

    1. An updated number of unredeemed Ticket Vouchers
    2. An updated Price for the Ticket Subscription, reflecting the total value of the unredeemed Ticket Vouchers
    3. A green Ticket Voucher symbol next to the Ticket, indicating that it is a redemption from an eligible ticket voucher. When you hover over the symbol you will see a tooltip that says “Redeemed from (Name of Ticket Subscription) > (Name of Ticket Voucher Group)”.
    4. Ticket Price and Ticket Commission, according to how they were set in the Pricing Set

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    Confirm the transaction in the usual way by selecting a payment type, filling out any required order attributes, and confirming the order.

    REMINDER: If the customer wants to purchase the Ticket but NOT with an eligible Ticket Voucher redemption, the Ticket Voucher redemption can be overridden in the Sales Interface only (for more details on overriding a Ticket Voucher redemption, please take a look at the section Overriding Ticket Voucher Spends). They cannot override Ticket Voucher redemptions online and any eligible Ticket will be redeemed automatically.

    If you opt to send confirmation emails, an email will be sent with the typical details found for a Ticket Subscription purchase as well as details for the redeemed Ticket under the Ticket section of the email:

    1. Ticket order details including number of Tickets, Ticket Type, Seat Area and Number
    2. Ticket Subscription from where the Ticket Voucher is redeemed

    redeeming-tickets-in-same-transaction-confirmation-email.jpg

    When you click into the Order Details, you will be able to view more information on the Ticket Subscription including the Ticket Voucher that has been redeemed and the Ticket Voucher Groups still eligible for redemption. Details will include:

    1. Ticket Voucher that has been redeemed and the Order ID from where it has been redeemed
    2. Ticket that has been redeemed using a Ticket Voucher and the Order ID from where the Ticket Subscription was originally purchased

    redeeming-tickets-in-same-transaction-order-details.jpg

  • To redeem a Ticket Voucher after the purchase of a Ticket Subscription in a separate transaction, start a new transaction with a Customer in the Cart/Basket. Include Tickets for an Eligible Event Instance, and if there are any eligible and available Ticket Vouchers, they will be automatically redeemed.

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    In addition to the green Ticket Voucher symbol appearing next to the Ticket Item, in the Payments section of the Cart/Basket, you will see a Payment Type “Ticket Voucher Spend” for each Ticket Voucher redeemed. Each Ticket Voucher Spend will include:

    1. Name of the Ticket Subscription
    2. Amount equal to the Ticket Voucher’s Price and Commission
    3. Payment Commission

    redeeming-tickets-in-separate-transactions.jpg

    Confirm the transaction in the usual way by selecting a payment type (if other items need purchasing), filling out any required order attributes, and confirming the order. Note that if no other items, including transaction or payment commissions, are purchased, the "To pay" value will be at zero.

    If you opt to send confirmation emails, an email will be sent with the typical details found for a Ticket redeemed with a Ticket Voucher.

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    The Order Details will show information on the Ticket, including the Order ID for the Ticket Subscription from which the Ticket Voucher has been redeemed.

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Viewing Ticket Subscriptions in a Customer Record

You can view a Customer’s available Ticket Vouchers under Ticket Subscriptions in the Subscriptions tab on the Customer Record in the Sales Interface.

Each Ticket Subscription includes:

  1. Name of Ticket Subscription
  2. Order ID where the Ticket Subscription was purchased
  3. Date Issued (Date Purchased)
  4. Expiry Date
  5. Number of Vouchers Available
  6. Number of Vouchers Redeemed

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When a Ticket has been redeemed using a Ticket Voucher, the Subscriptions tab in the Customer Record will be updated to reflect the number of vouchers available and the number of vouchers redeemed for each ticket subscription the Customer has purchased.

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To view details about the subscription and any redeemed vouchers, including from which Ticket Voucher Groups the Tickets have been redeemed, click on the Order ID under the name of the Ticket Subscription.

Overriding Ticket Voucher Spends

If a customer with an eligible ticket voucher chooses not to use the voucher for a ticket purchase and would like to pay for the ticket instead, you can opt out of the automatic voucher redemption by performing an override in the Cart/Basket. Select the Ticket you would like to override and click on the drop-down arrow next to Reserve and choose Override. Tick the checkbox next to Ticket Vouchers Used. You can select [No Voucher Used] or an alternate Ticket Voucher Group to apply a different pricing to the Ticket.

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REMINDER: You cannot override the price of a Ticket Subscription, only the use of a Ticket Voucher. The Total Value of a Ticket Subscription cannot be overridden as it is based on the sum of the Price and Ticket Commissions of the Ticket Voucher Groups. If you wish to change the price of a Ticket Subscription, including offering complimentary Ticket Subscriptions, consider creating Ticket Subscriptions at that value.

Returning and exchanging Tickets redeemed with Ticket Vouchers

Go to the Order Details of the Ticket you would like to return or exchange. Select the Ticket and click the drop-down arrow next to Print to select Return.

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In the Cart/Basket you will see the Ticket Voucher under Returns. In Payments you will see Ticket Voucher Reissue with a negative payment.

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If you would like to exchange the Ticket Voucher for another Seat or Event Instance, you can do so in the same transaction. Go to the new Event Instance you would like a Ticket for and select a new Seat in a reserved Seating Plan or input the quantity in an unreserved Seating Plan. Click the Update Cart/Basket button to add the Item in your Cart/Basket. Confirm the transaction in the usual way.

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REMINDER: A Ticket that has been redeemed with a Ticket Voucher can only be returned for a Ticket Voucher Reissue or exchanged for a Ticket from an eligible Event Instance for that Ticket Voucher Group. To refund the Ticket to original payment method, return the Ticket first to a Ticket Voucher Reissue and then refund the Ticket Voucher (see the section on Returning Unredeemed Ticket Vouchers and Partially Refunding Ticket Subscriptions).

Returning and Exchanging Ticket Subscriptions

Go to the Order Details of the Ticket Subscription you would like to return or exchange. Select the Ticket Subscription and click on the Return button. Confirm the transaction in the usual way.

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If you would like to exchange the Ticket Subscription for another Ticket Subscription or other items including Donations, Memberships, or Account Credit, you may do so. Add the new items or credit the Customer’s account under payments and confirm the transaction in the usual way.

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Returning Unredeemed Ticket Vouchers and Partially Refunding Ticket Subscriptions

If a Ticket Subscription has any Ticket Vouchers that have not been redeemed, it is possible to return the unredeemed Ticket Vouchers and issue a partial refund for the Ticket Subscription. Go to the Order Details of the Ticket Subscription you would like to partially refund. Select the unredeemed Ticket Voucher(s) you would like to return and click the Return button. Select the refund method and confirm the transaction in the usual way.

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The Order Details of the partially refunded Ticket Subscription will show the updates reflected in the Total Price and Ticket Vouchers details.

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The Customer Record will show the updates reflected in the number of Ticket Vouchers available and redeemed.

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If you would like to exchange the unredeemed Ticket Vouchers for another item including another Ticket Subscription, Donations, Memberships, or Account Credit, you may do so. Add the new items or credit the Customer’s account under payments and confirm the transaction in the usual way.

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Selling Ticket Subscriptions Online

TIP: Currently, it is possible to integrate Ticket Subscriptions into a website using our iframes and with our Express Checkout. It can’t currently be integrated using the API or our Classic Checkout.

If you’re using the Classic Checkout (which takes customers through a range of different pages, one for each step of the process, rather than completing checkout on a single page), get in touch with our Client Success team to discuss what’s involved in making the change.
Learn more about Express Checkout
Integrating the Express Checkout with your website

As long as a Ticket Subscription is set to Active and has an online On Sale date, it can be sold online. Pricing Sets in the Ticket Subscription should have “Hidden on web” unchecked to be sold online.

The Ticket Subscriptions iframe will contain the following details for each Ticket Subscription visible on the web:

  1. Name of Ticket Subscription
  2. Description
  3. Name of Pricing Sets
  4. Total Price of Ticket Subscription

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TIP: When you set up Ticket Subscriptions, you can add a WebID which can be used to filter the list of ticket subscriptions that appear on the Ticket Subscriptions iframe. Unlike other Spektrix WebIDs, this does not have to be unique per Ticket Subscription, so it can be used to display multiple subscriptions together.

In addition to selling Ticket Subscriptions online, a customer can redeem Ticket Vouchers online and view how many tickets have been redeemed or are still available in their profile.

If you’re looking for guidance on integrating Ticket Subscriptions onto your website, please check our Web Integrations Guidance.

Displaying custom messages in the Ticket Subscriptions purchase flow

You can set your own title for your Ticket Subscriptions selection page, as well as any custom text you’d like to display below the header.

Go to Settings > Configuration > System Setup > Custom Website Messages to set and preview these messages.

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Enabling Customers to view their Ticket Subscriptions online

Customers can view their Ticket Subscriptions when they log in online and see the vouchers still available for redemption. To activate a Ticket Subscriptions screen in the My Account area, go to Settings > Configuration > System Set Up > Website. On the same screen, you can choose what you’d like the page to be called, for example, “Flex Passes”, “Ticket Subscriptions” or something else entirely.

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Redeeming Tickets in the same Cart/Basket as Ticket Subscriptions

When a customer adds a Ticket Subscription and any eligible Tickets to the same Cart/Basket, Spektrix will immediately redeem those tickets as part of the subscription. The Customer does not need to log in before this can work.

In the Cart/Basket online, a customer can see the following details:

  1. Name of the Ticket Subscription
  2. Name of the Pricing Set
  3. Number of Ticket Subscriptions
  4. Total Price of the Ticket Subscription
  5. Details for the redeemed Ticket
  6. Details about the Ticket Subscription from which the Ticket has been redeemed
  7. Number of total redeemed Tickets
  8. Price of redeemed Tickets at a zero value

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