Tagged with order - ThunderTix Support Forum http://thundertix.com/support/vanilla/discussions/tagged/order/feed.rss Thu, 23 May 13 01:59:40 -0400 Tagged with order - ThunderTix Support Forum en-CA Why am I no longer receiving a copy of email receipts? http://thundertix.com/support/vanilla/discussion/304/why-am-i-no-longer-receiving-a-copy-of-email-receipts Tue, 26 Feb 2013 11:43:05 -0500 admin 304@/support/vanilla/discussions
1. Go to My Account
2. Click on your venue name listed under "Venue"
3. Check the box next to "Check if you want to receive a copy of email confirmations."
4. Click Update.

Confirmations will start coming in again for all orders that take place after the update is made. No emails will be sent for orders that took place when the setting was disabled.]]> Is it possible to sell tickets and accept cash or check? http://thundertix.com/support/vanilla/discussion/270/is-it-possible-to-sell-tickets-and-accept-cash-or-check Fri, 16 Nov 2012 16:10:32 -0500 admin 270@/support/vanilla/discussions
1. From the Events tab, click on the Event Name.
2. Find the date for which you want to sell tickets and click on the event name again.
3. You are now it the process of ordering tickets as an administrator. Continue the process until you get to the final Checkout page, or Order Summary.
4. You should see the option for both Cash and Credit Card. If you choose Cash, the credit card fields will disappear and no longer be required.
5. If you are accepting a check, you can enter the check number into the Comments field for record keeping purposes (i.e. Check # 789).

Notice that NO fields on this page are required once you've chosen Cash. But, in order to build your Customers database, you should always try to add as much information about the customer as possible. Only if you enter an Email address on this screen will a new Customer record be created in your Customers tab which includes their billing information. You'll be able to utilize your Customers tab in the future for marketing to repeat customers. If you do enter the customer's email address, they will also receive an email receipt of their purchase. ]]> How can I stop the delivery of email receipts to my email? http://thundertix.com/support/vanilla/discussion/255/how-can-i-stop-the-delivery-of-email-receipts-to-my-email Mon, 01 Oct 2012 17:01:49 -0400 admin 255@/support/vanilla/discussions
First, create a new email address for use on the email receipts. It can be anything from tickets@yourdomain.com to noreply@yourdomain.com. Then, under your My Account tab, click on your Venue Name and change the email address from your own to the new email account you've established. All emails will be delivered to this address and can be referenced as needed, but will stop being delivered to your own account.]]> Can I modify Default Order Search Timeframe? http://thundertix.com/support/vanilla/discussion/234/can-i-modify-default-order-search-timeframe Mon, 23 Jul 2012 11:53:41 -0400 Matt_T 234@/support/vanilla/discussions
All of those orders are from the end of last year--so the recent addition of the "default order search time-frame" as "the last three months", has added 5 or 6 additional clicks (to change the start date) to nearly every search we perform.

Please allow the "default order search time-frame" to be changed based on user preferences. This is extremely inconvenient as implemented.]]> When I create a $5 off coupon, is it $5.00 per ticket or per order? http://thundertix.com/support/vanilla/discussion/213/when-i-create-a-5-off-coupon-is-it-5-00-per-ticket-or-per-order Fri, 15 Jun 2012 15:48:02 -0400 admin 213@/support/vanilla/discussions
Example: If there are 4 tickets in the order, and the customer applies the code 4 times (once per ticket), $5.00 will be discounted per ticket for a total of $20.00 off of the entire order. Each time they enter the code, they will see the amount deducted appear on the screen.]]> Why are my numbered seats not in order? http://thundertix.com/support/vanilla/discussion/232/why-are-my-numbered-seats-not-in-order Thu, 19 Jul 2012 22:23:56 -0400 admin 232@/support/vanilla/discussions Why is the browser or referrer missing on some orders? http://thundertix.com/support/vanilla/discussion/225/why-is-the-browser-or-referrer-missing-on-some-orders Sun, 01 Jul 2012 12:58:48 -0400 admin 225@/support/vanilla/discussions
2. Any time a buyer has your site (or any page on your site) bookmarked and they use that bookmark to access your page/site, that request will not have a value for the referrer.

3. Any time a buyer types in the URL that request will not have a referrer value.

4. Additionally, any links from emails in Outlook or other email client software will not have a referrer value, however, links from emails read in an email web interface (ie hotmail) will have a referrer.

5. It may also be possible for buyers to disable the sending of the referrer in their browsers.

6. The browser may be missing or unknown if a new browser or device is available and the tracking information has not yet been made available.

7. The browser may be missing or unknown if the browser identifier has recently changed.

8. The buyer may also choose to disable the sending of the browser to our system.]]> How do I run a test transaction in ThunderTix? http://thundertix.com/support/vanilla/discussion/174/how-do-i-run-a-test-transaction-in-thundertix Fri, 02 Dec 2011 16:58:09 -0500 admin 174@/support/vanilla/discussions Running a Test Transaction

Once you have an event created (in the Events tab of ThunderTix), you can run a test transaction to ensure everything is working properly before going live.

  1. From your ThunderTix login, go to the Events tab
  2. Choose an event to test with by clicking Select next to the event name
  3. Next, select an event date
  4. Select 1 ticket and continue to the Order Summary page
  5. In "Reason for Price Adjustment", enter "TEST"
  6. Enter the new dollar amount as "1.00"
  7. Pay by credit card.


If everything is set up properly, the payment will be approved and you will see "Your order was processed successfully!". Check your gateway to also ensure that you see the payment of $1 pending.

At times, there may be a problem processing the card if the gateway is either not active or not connected properly to ThunderTix.

For PayPal:

If the transaction is declined and the message says "Security Header is not valid", check your PayPal account to see if it is active or still pending.  You may need to contact PayPal directly to ensure you have the correct PayPal Website Payments Pro account and that it is active and ready for use. If your account is active, check the  API information that you pasted in to your ThunderTix account, and make sure that there are NO spaces before or after the information.  For Authorize.net:

If the transaction is declined and the message says any of the following:

"The merchant login ID or password is invalid or the account is inactive"
"Credit card transactions are not accepted by this merchant"
"Transactions of this market type cannot be processed on this system" (See: https://support.authorize.net/authkb/index?page=content&id=A597&actp=LIST )

Check your Authorize.net account to make sure that the following are true.

  1. It's not in TEST mode.
  2. The API Login and Transaction Key are correct.
  3. You applied for an Internet merchant account (not retail).
  4. The account is indeed still active.


You may need to contact Authorize.net directly to confirm that the account is still active and everything is properly enabled.

If the transaction is declined and the message says:

"The Global Payment System identification numbers are incorrect. Call Merchant Service Provider"

You should call the merchant service provider -- in this case, Global Paymets -- and tell them that you received this exact message. They may need to make changes to the way that they set up your account.

For Beanstream

If your declined message says an email address is required even when you entered one, please follow the instructions here: http://tds.ms/OLKAdt.

To void a transaction in Beanstream, you need to login to the Beanstream gateway as Voids cannot be done through the ThunderTix interface.
  1. Log into Beanstream.
  2. Click "reporting analysis" in the left menu to expand it.
  3. Click "transaction report".
  4. Find the transaction in the listing.
  5. Click the transaction ID.
  6. Scroll to the bottom of the page and click, "Void Transaction".


Voiding or Refunding Test Transactions



If your gateway is with Authorize.net, you can void an order on the same day it was placed. http://thundertix.com/support/vanilla/discussion/168

If your gateway is with PayPal, you can refund an order 24 hours after the order has been settled.

http://thundertix.com/support/vanilla/discussion/167/what-is-the-difference-between-a-void-and-a-refund/]]> Why am I getting an error when I try to Search on the Orders tab? http://thundertix.com/support/vanilla/discussion/196/why-am-i-getting-an-error-when-i-try-to-search-on-the-orders-tab Sun, 01 Apr 2012 01:53:04 -0400 admin 196@/support/vanilla/discussions
1. Search using a different browser (Chrome, FireFox, Safari, Opera)

-- OR --

2. Change your Internet Explorer browser settings:

a. Press F12 on your keyboard to open up the Developer Tools window.
b. Near the top of the window, click the heading titled "Document Mode".
c. Change it from "IE9 Standards" to "Internet Explorer 8 Standards"
d. Click F12 again to close the Developer Tools
e. Try clicking Search again. From now on, the Search tool should work using Internet Explorer version 9.

Note: The Orders tab and Orders Search will be changing by the end of May 2013. When the update happens, the error will no longer occur.]]> Can I increase the time to complete an order? http://thundertix.com/support/vanilla/discussion/14/can-i-increase-the-time-to-complete-an-order Wed, 10 Nov 2010 18:37:40 -0500 admin 14@/support/vanilla/discussions
The time to complete an order is set to 7 minutes for all ticketing clients on the ThunderTix system. This is one of the few areas where we do not allow our clients to change the time period. The reason is a safeguard that prevents customers from holding tickets for lengthy periods and preventing others from purchasing the tickets. ]]> How do I void an order? http://thundertix.com/support/vanilla/discussion/168/how-do-i-void-an-order Sun, 23 Oct 2011 22:16:35 -0400 admin 168@/support/vanilla/discussions
Go to the Orders tab.
Click on the desired Order ID.
Click "Begin Void".
Select the number of tickets to return from the drop-down menu(s).
Optionally add a "Void Reason" for reference.
Click Process Void.

Learn the difference between refunds and voids. ]]> What is the difference between a void and a refund? http://thundertix.com/support/vanilla/discussion/167/what-is-the-difference-between-a-void-and-a-refund Sun, 23 Oct 2011 22:10:22 -0400 admin 167@/support/vanilla/discussions
A refund is available on settled transactions only (usually after 1 business day). PayPal may offer the ability to refund an order the same day it was processed. A partial or full refund is allowed by the gateway for up to 120 days after the transaction at which time. We then disable the Refund button.

Should you need to issue a refund, you can consider a customer voucher for future shows, tickets to upcoming shows, or a refund by check.]]> How can I perform a refined search of my sales orders? http://thundertix.com/support/vanilla/discussion/70/how-can-i-perform-a-refined-search-of-my-sales-orders Fri, 29 Apr 2011 20:45:36 -0400 admin 70@/support/vanilla/discussions
* Order number
* Date or date range
* Event name
* Sales agent name
* By At-Home Customers or by Facebook Customers
* Payment method
* Credit card type
* Customer first name, last name, or email address

To perform a search, do the following:

1. Click on Orders at the top of the page
2. Click on the Search icon in the top left corner of the resulting Order listing.
3. Choose your search criteria
4. Click "Search"
5. Click on any column heading (ID, Customer, Agent, etc) to sort the information.]]> Customer had declined transaction and second attempt said the purchase would be a duplicate. http://thundertix.com/support/vanilla/discussion/141/customer-had-declined-transaction-and-second-attempt-said-the-purchase-would-be-a-duplicate- Thu, 01 Sep 2011 12:06:57 -0400 admin 141@/support/vanilla/discussions
For more information about this function, see the link below:

http://developer.authorize.net/guides/AIM/Transaction_Response/Response_for_Duplicate_Transactions.htm

Future development is planned to decrease the duplicate time period from 2 minutes to 8 seconds.]]> Why I am getting this permissions error for processing credit cards? http://thundertix.com/support/vanilla/discussion/136/why-i-am-getting-this-permissions-error-for-processing-credit-cards Fri, 26 Aug 2011 19:45:13 -0400 admin 136@/support/vanilla/discussions "This account has not been given the permission(s) required for this request."

This is an error that is generated from your Authorize.net account. Please contact Authorize.net to find out why your account is giving you this error.]]> Is there any way to lengthen the 7 minute Timer? http://thundertix.com/support/vanilla/discussion/134/is-there-any-way-to-lengthen-the-7-minute-timer Wed, 24 Aug 2011 09:48:52 -0400 admin 134@/support/vanilla/discussions
In addition, since seats and coupons are "locked" or on hold during the purchase process, increase the time limit would only raise the time that seats and coupons continued to remain locked for customers after an order is abandoned.

]]> Barcodes: Using the Order Lookup Tool http://thundertix.com/support/vanilla/discussion/123/barcodes-using-the-order-lookup-tool Sat, 30 Jul 2011 18:27:19 -0400 admin 123@/support/vanilla/discussions
To use it, simply enter the last name of the customer or their order number (if available by the patron's smart phone), and click "Lookup Order". You will be presented with possible matches that display the full customer name, order number, and last four digits of their credit card should you choose to validate the patron's identity. If a match is identified, simply press one or more of the Scan buttons to automatically scan them into the system and prevent another user from entering with a pr0per barcoded ticket. ]]> Why can I not get my shows to be listed in chronological order for purchase? http://thundertix.com/support/vanilla/discussion/113/why-can-i-not-get-my-shows-to-be-listed-in-chronological-order-for-purchase Mon, 11 Jul 2011 17:49:08 -0400 admin 113@/support/vanilla/discussions alphabetical order.

The buyer's website, or your ThunderTix event listing web page, will always have events sorted in chronological order based on the event's date and time. To alter the sort order the public sees, modify the date and time accordingly. Sometimes, this may simply mean having an event time one minute later than another for events that occur at the same time.

If you are unhappy with the display of the time, you can modify your Event listing to change the display. Follow the steps outlined at the following link:

http://thundertix.com/support/vanilla/discussion/138/
]]> Customer prevented from buying tickets because the email addresses don't match when entered. http://thundertix.com/support/vanilla/discussion/101/customer-prevented-from-buying-tickets-because-the-email-addresses-dont-match-when-entered- Wed, 15 Jun 2011 11:33:15 -0400 admin 101@/support/vanilla/discussions
The email confirmation is there as an extra measure to ensure that the email was entered correctly so that the tickets get delivered to the correct address.]]> How do I print tickets for someone who already received their PDF ticket but forgot to bring them? http://thundertix.com/support/vanilla/discussion/91/how-do-i-print-tickets-for-someone-who-already-received-their-pdf-ticket-but-forgot-to-bring-them Wed, 25 May 2011 18:55:31 -0400 admin 91@/support/vanilla/discussions 2. Search for the Order whose tickets need reprinting.
3. Click the Order ID.
4. Scroll down to the bottom of the Order.
5. If PDF or thermal tickets were enabled, there will be an option to Reprint right above the "Resend Email Confirmation" button.]]> How do I resend the order confirmation if the email address was entered incorrectly? http://thundertix.com/support/vanilla/discussion/54/how-do-i-resend-the-order-confirmation-if-the-email-address-was-entered-incorrectly Wed, 09 Feb 2011 17:15:32 -0500 admin 54@/support/vanilla/discussions
  • Go to the Orders tab.
  • Find the desired Order.
  • Click on the Order ID.
  • Near the center of the page at the bottom, you'll see "Enter a different email address here:". Enter the correct email address in the field beneath the label.
  • Click "Send" next to the field.


    • The email will automatically be resent to the new email address entered.]]>         What type of event fees would I add? http://thundertix.com/support/vanilla/discussion/37/what-type-of-event-fees-would-i-add Sat, 27 Nov 2010 16:04:02 -0500 admin 37@/support/vanilla/discussions per order.

    Alternatively, you might add a “convenience” fee per ticket to help offset your own event advertising and/or publicity costs.

    At times, a “processing” fee could be added per order.

    Fees are completely optional and are editable per online event you create.

    1. Click on Events
    2. Click on the desired event name
    3. Scroll down to the middle section of the page titled "Pricing and Fees"
    4. Next to "Fees", click on the green Plus (+) sign.
    5. Give the fee a name and a price
    6. Determine if you want it charge per ticket or per order and click "Add new fee"
    ]]>