• Customer Services - Order Pages
  • Customer Services - Order|Search Page
  • Customer Services - Order|Summary Page
  • Customer Services - Order|Customer Page
  • Customer Services - Order|Notes Page
  • Customer Services - Order|Seats Pages
    • Customer Services - Order|Seats|Seats Page
    • Customer Services - Order|Seats|Requests Page
  • Customer Services - Order|Bundles Pages
    • Customer Services - Order|Bundles|Bundles Page
    • Customer Services - Order|Bundles|Seats Page
    • Customer Services - Order|Bundles|Items Page
    • Customer Services - Order|Bundles|Gifts Page
    • Customer Services - Order|Bundles|Requests Page
    • Customer Services - Order|Bundles|Charges Page
  • Customer Services - Order|Other Pages
    • Customer Services - Order|Other|Items Page
    • Customer Services - Order|Other|Charges Page
  • Customer Services - Order|Gifts Page
  • Customer Services - Order|Order History Pages
    • Customer Services - Order|Order History|Order Page
    • Customer Services - Order|Order History|Seats Page
    • Customer Services - Order|Order History|Tickets Page
    • Customer Services - Order|Order History|Gifts Page
    • Customer Services - Order|Order History|Gift Certificates/Cards Page
    • Customer Services - Order|Order History|Charges Page
    • Customer Services - Order|Order History|Miscellaneous Items Page
    • Customer Services - Order|Order History|Payments Page
    • Customer Services - Order|Order History|Bundles Page
    • Customer Services - Order|Order History|Correspondence Page
• Handling Customer Orders
  • Creating an Order
  • Customers, Agents and Orders
    • Adding an Existing Customer Account to an Open Order
    • Creating an Order Using an Existing Customer Account
    • Adding a New Customer Account to an Open Order
    • Changing the Customer Account Associated to an Order
    • Adding a Ship-to Customer Account to an Order
    • Setting an Agent as the Order Customer
    • Removing the Customer Account Associated to an Order
    • Assigning a Customer to an Admission
  • Delivery Methods
  • Performance Seating Requests
    • Creating a Performance Seating Request
    • Closing a Performance Seating Request
    • Filling a Performance Seating Request
  • Making a Reservation
  • Checking a Seat’s Ticket Usage Status
  • Searching for an Order
    • Opening an Order
    • Using the Default Order Search
    • Using the Advanced Order Search
  • Modifying Seats on an Order
    • Changing the Price Type for a Seat on an Order
    • Changing the Price Type for a Seat on an Order Using the Seat Map
    • Overriding the Admission Amount or Charge on an Order
    • Adding New Seats to an Order for the Same Performance
    • Deleting an Admission from an Order
  • Using Order Notes
  • Managing Customer Passes on an Order
    • Assigning an Admission to a Customer’s Pass
    • Removing an Admission from a Customer’s Pass
  • Adding an Offer to an Order
    • Adding an Offer to an Order Using the Customer|Entitlements|Offers Page
    • Adding an Offer to an Order Using the Order|Summary Page
    • Adding an Offer to an Order Using the Offers|Summary Page
  • Printing Orders
    • Printing or Reprinting
    • Preprinting
    • Printing a Payment Receipt
    • Printing Gift Certificates and Gift Cards
  • The Confirmation Email Invoice Template Versus the Order Confirmation Email Template
  • Billing Customer, Shipping Customer and Agent Email Delivery Combinations
  • Generating an Invoice
  • Generating a Tax Receipt
    • Manually Generating a Tax Receipt
    • Manually Generating a Tax Receipt Number
    • Deleting a Tax Receipt
    • Voiding and Reissuing a Tax Receipt
      • Voiding a Tax Receipt
      • Reissuing a Tax Receipt
  • Order History
• Handling Customer Payments
  • Currency Conversions
  • Using Credit and Debit Cards to Make a Payment
  • Credit Card Troubleshooting
  • Using Gift Certificates and Gift Cards to Make a Payment
  • Using a Customer Account to Make a Payment
  • Using Direct Debit to Make a Payment (UK)
  • Using Multiple Payment Methods
  • Scheduling Payments
    • Scheduling a Single Payment
    • Creating a Payment Plan
    • Modifying a Scheduled Payment or Payment Plan
    • Processing a Scheduled Payment or Payment Plan
    • Deleting a Scheduled Payment or Payment Plan
  • Voiding, Cancelling and Refunding Payments
    • Refunding a Payment
    • Voiding a Payment
    • Cancelling a Payment
    • Partially Refunding a Payment
    • Refunding a Payment Using a Different Payment Method
    • Cancelling or Voiding a Refund
  • Payment Allocations
    • Payment Allocation Rules
    • Full Payment Allocation
    • Partial Payment Allocation
    • Over Payment Allocation
    • Refund Payment Allocation
    • Complimentary Tickets

The Customer Services application Order|Summary page provides an overview of everything currently on the order (similarly to an online shopping cart), including customer and payment information.

The following image illustrates the Order|Summary page:

Bundles Section

The bundles section displays the bundles and bundle requests on the order. Black text indicates a bundle and red text indicates a bundle request. If you have the appropriate permissions, you can use this section to change the price type of the bundle admissions, or assign a customer or pass to the bundle. Click on a bundle or bundle request to view the corresponding Bundles|Map page.

The following image illustrates the bundles section of the Order|Summary page:

The bundles section on the Order|Summary page contains the following properties:

Field	Description
Name	The name of the bundle. If the name of the bundle appears in red the bundle has been requested by the customer. Details of the request can be found on the Order|Bundles|Requests page. For more information, refer to Customer Bundle Requests.
Details	The number of seats contained in the bundle. This field contains a link to the Order|Bundles|Seats page, where you can see the details of each seat.
Customer Pass	The pass being used on the bundle. This pass will act as the ticket for all of the performances in the bundle.
Upsell Article	If an upsell article was associated with the bundle, appears in the field. You can click on the icon to view the upsell article.
Add-On Article	If an add-on article was associated with the bundle, appears in the field. You can click on the icon to view the add-on article.
Customer Number	The customer number of the customer associated to the bundle. Enter the customer number into the field or click to search for the customer. For more information, refer to The Find Customers Dialog Box.
Renewal Seat	The seat the bundle will use upon renewal. Typically, this is the same as the bundle seat.
Price Type	If there is a single seat to each performance in the bundle, this field will contain a dropdown list containing available price types. If there are two or more seats to each performance in the bundle, this field will contain a link to the Order|Bundles|Bundles page, where you can update the price types for the individual seats in the bundle.
Amount	The cost of the bundle.
Bundle Total Amount	The total cost of all bundles on the order.

Admissions Section

The admissions section displays all the admissions or a summary of the admissions on the order. The way in which the admissions display on the Order|Summary page depends on the number of admissions on the order. If the order contains fewer admissions than the limit set by your system administrator, each admission displays on the Order|Summary page, otherwise, a summary displays. This summary displays the performance information and the section, row and seat of the admissions (e.g. Balcony: AA4-5 (2); Main Floor: D8-13 (6), K14-17 (4)). You can view each admission on the Order|Seats page. Click on a performance or admission to view the corresponding Seats|Map page.

The following image illustrates the admission section of the Order|Summary page:

For each performance, the admissions section on the Order|Summary page contains the following properties:

Field	Description
Series Name	The name of the series on the admission.
Performance Name	The name of the performance for which the admission is valid.
Description	A description of the performance.
Upsell Article	If an upsell article was associated with the admission, appears in the field. You can click on the icon to view the upsell article.
Add-On Article	If an add-on article was associated with the admission, appears in the field. You can click on the icon to view the add-on article.
Performance Start Time	The start time of the performance.
Price Type	The price type and number of admissions for the price type.
Amount	The total cost of the admissions for the performance.

When all admissions on the order are displayed, you can use this section to change the price type, or assign a customer or pass to each admission, if you have the appropriate permissions.

For each admission, the admissions section on the Order|Summary page contains the following properties:

Field	Description
Pass	The pass associated to the admission that will be used for entry.
Customer	The customer number of the customer associated to the admission. Enter the customer number into the field or click to search for the customer. For more information, refer to The Find Customers Dialog Box.
Promotion	The promotion associated to the admission.
Section	The section in the venue in which the admission resides.
Row	The row in the venue in which the admission resides.
Seat	The seat number/letter of the admission.
Price Type	The price type associated with the admission.
Amount	The cost of the admission.

Requests Section

The requests section displays the seat requests on the order. If you have the appropriate permissions, you can use this section to change the number of admissions requested, the price type or price zone requested, or the status of the request. Click on a request to view the corresponding Seats|Map page. For more information, refer to Creating a Performance Seating Request.

The following image illustrates the request section of the Order|Summary page:

The requests section on the Order|Summary page contains the following properties:

Miscellaneous Items Section

The miscellaneous items section displays the miscellaneous items on the order. If you have the appropriate permissions, you can use this section to assign a customer or pass to the item or add a comment. Click on a miscellaneous item to view the corresponding Order|Other|Items page.

The following image illustrates the miscellaneous items section on the Order|Summary page:

The miscellaneous items section on the Order|Summary page contains the following properties:

Field	Description
Quantity	The number of the miscellaneous item on the order.
Miscellaneous Item	The name of the miscellaneous item.
Option	The option further describing the item (e.g. size, colour).
Customer Pass	The pass associated with the item.
Customer Number	The customer number of the customer associated to the item. Enter the customer number into the field or click to search for the customer. For more information, refer to The Find Customers Dialog Box.
Upsell Article	If an upsell article was associated with the miscellaneous item, appears in the field. You can click on the icon to view the upsell article.
Add-On Article	If an add-on article was associated with the miscellaneous item, appears in the field. You can click on the icon to view the add-on article.
Promotion	The promotion associated to the miscellaneous item.
Comment	A user entered comment on the item.
Unit Amount (Available as of AudienceView 6.8.10)	The price of each item. If the 'User Can Change Amount' check box has been selected on the Product Configuration application Miscellaneous Items|Pricing page for the role, the 'Unit Amount' can be edited.
Total	The cost of the item.
Miscellaneous Item Total Amount	The total cost of all miscellaneous items on the order.

Gift Certificates/Cards Section

The gift certificates/cards section displays any gift certificates or cards purchased or reloaded on the order. If you are reloading a gift card, an 'Inquiry' button will appear between the Expiry Date and Amount columns. You can use this button to check the current amount on the gift card. If you have the appropriate permissions, you can use this section to change the expiry date of the gift certificate/card. If the gift certificate/card has not been printed, you can also use this section to add a recipient name or printed message to the gift certificate/card.

The following image illustrates the gift certificates/cards section of the Order|Summary page:

The gift certificates/cards section on the Order|Summary page contains the following properties:

Field	Description
Delete?	Click 'Delete' to remove the gift certificate/card from the order.
Stored Value Item	The name of the gift certificate/card.
Promotion	The promotion associated to the gift certificate/card.
Number	A system-generated number used to identify the gift certificate/card. AudienceView creates this number once the order is saved. The gift certificate/card number and redemption number are required to check the balance, reload and make payments using the gift certificate/card.
Redemption Number	A system-generated number associated with the gift certificate/card. AudienceView creates this number once the gift certificate/card is printed. For more information, refer to Printing Gift Certificates and Gift Cards. The gift certificate/card number and redemption number are required to check the balance, reload and make payments using the gift certificate/card.
Recipient Name	The name of the person that will be receiving the gift certificate/card.
Printed Message	A short message that the customer wants printed on the gift certificate/card.
Upsell Article	If an upsell article was associated with the gift certificate/card, appears in the field. You can click on the icon to view the upsell article.
Add-On Article	If an add-on article was associated with the gift certificate/card, appears in the field. You can click on the icon to view the add-on article.
Expiry Date	The default expiry date for the gift certificate/card.
Amount	The amount added to the gift certificate/card.
Total Amount of Gift Certs/Cards	The total amount added to all gift certificates/cards on the order.

Customer Passes Section

The customer passes section displays any passes associated with the miscellaneous items or bundles on the order.

The following image illustrates the customer passes section of the Order|Summary page:

The customer passes section on the Order|Summary page contains the following properties:

Gifts Section

The gifts section displays any gifts (donations) on the order. If you have the appropriate permissions, you can use this section to change the pledge amount. Click on a gift to view the corresponding Order|Gifts page.

The following image illustrates the gifts section of the Order|Summary page:

The gifts section on the Order|Summary page contains the following properties:

Field	Description
Pledge Date	The date the donor intends to give your organization this gift.
Gift	The name of the gift.
Appeal	The name of the appeal to which the gift is being made.
Upsell Article	If an upsell article was associated with the gift, appears in the field. You can click on the icon to view the upsell article.
Add-On Article	If an add-on article was associated with the gift, appears in the field. You can click on the icon to view the add-on article.
Receiptable Amount	A read-only field specifying the tax-receiptable amount of the gift. This field will display a $0.00 value until the order has been created/updated. The application calculates this as a percentage of the amount paid based on the value entered in the Funds Management application Gifts|Details page 'Receiptable Amount' field of the gift. For more information, refer to Funds Management Gifts|Details Page.
Pledge Amount	The amount the donor intends to give your organization with this gift. If the gift has a 'Value Type' of Fixed this field will be read-only.
Total Amount of Donations	The total amount the donor intends to give your organization with all the gifts on the order.

Optional Charges Section (AudienceView 6.8.8)

The optional charges section of the Order|Summary page displays optional charges (i.e. Opt In and Opt Out) that have been associated with items on the order.

The following image illustrates the optional charges section of the Order|Summary page:

Once the order is save, declined charges will no longer appear in the optional charges section and only the accepted charges will remain.

When an optional charge has been accepted, the core invoices will include an Optional Charge Section. This section will display the charge's 'Short Description', 'Description', 'Price' and links (HTML invoices) and URLs (AVDOC invoices) to the 'Terms and Conditions' and 'Additional Information'.

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Additional Fields Section

The following image illustrates the additional fields available on the Order|Summary page:

The additional fields available on the Order|Summary page contains the following properties:

Field	Description
Order Number	A system-generated number used to identify the order.
Customer Number	The customer number of the customer attached to the order.
Agent Number	The customer number of the agent attached to the order.
Selected Delivery Method	The means used to deliver the order to the customer.
Order Type	The type of order (e.g. Renewal, Standard).
Deposit Due Date	The date the deposit amount must be paid by. Enter a date into the field or click to select the date. For more information, refer to Using the Calendar to Select a Date.
Reference ID (Available as of AudienceView 6.8.19)	Allows you to store additional reference numbers (e.g. account numbers in Vivid Seats) on the order. It is disabled by default. For more information, refer to Configuring Reference IDs.
Renewable Payment Method	The payment method saved against the customer that will be used if the order is renewed.
Deposit Amount	The amount of the deposit.
Balance Due Date	The date the balance of the order must be paid by. Enter a date into the field or click to select the date. For more information, refer to Using the Calendar to Select a Date. The balance due date is configurable via the Registry. For more information, refer to Setting the Balance Due Offset.
Unpaid Reason	The reason why the order is underpaid. If you try to save an underpaid order, a pop-up window will appear, prompting you to select the reason why the order is underpaid.
Association	Specifies the relationship between an order and various aspects of your organization, so that customers can more accurately be targeted for marketing purposes. For example, by setting the 'Association' on a venue and some merchandise to Opera you can target those customers who purchased tickets to the opera and/or a related T-shirt with future opera offers. The same customers would not be targeted with Ballet offers unless he/she purchased something with a Ballet 'Association'. For more information, refer to Customer Associations and Message Sources.
Message Sources	Select the aspects/arm of your organization (e.g. arts, sports) that the customer would like to receive communications from. This field is disabled by default. To enable it, navigate to the Registry application Registry::EN::TScustomerBO::Customer::Message Sources node, and set both the 'Readable' and 'Writable' dropdowns to Yes. When the Message Source Strategy is not been enabled, the 'Associations' and 'Message Sources' fields operate independently of each other, and different lists can be bound to each of them. When the Message Source Strategy is enabled, the 'Associations' and 'Message Sources' fields share the Associations list. For more information, refer to Configuring the Message Source Strategy.
Customer Associations	Specifies the relationship between the customer associated with the order and various aspects of your organization, so that customers can more accurately be targeted for marketing purposes. For example, by setting the 'Association' on a venue and some merchandise to Opera you can target those customers who purchased tickets to the opera and/or a related T-shirt with future opera offers. The same customers would not be targeted with Ballet offers unless he/she purchased something with a Ballet 'Association'. For more information, refer to Customer Associations and Message Sources. The check box options are configured in the Associations list. For more information, refer to General Configuration Lists.
Comments/Announcements	A place to keep any comments or announcements relating to the order.
Included Charges	Any charges that are included in the price.
Additional Charges	Any charges that have been added to the order (e.g. taxes, service charges, delivery charges).
Grand Total	The total cost of the order.
Payments	The amount that has been paid on the order.
Scheduled Payments	The amount that has been scheduled to be paid on the order.
Amount Due	The remaining balance on the order.

Marketing Data Section

The order data section is disabled by default. For more information, refer to Configuring Marketing Data Fields.

The following image illustrates an example order data section of the Order|Summary page:

The order data section of the Order|Summary page contains the following properties (this section is disabled by default):

Field	Description
Data [1-50]	Enables you to store additional information specific to your organization. Any data entered into these fields is searchable through Business Intelligence. To modify a data field label, navigate to the Registry::EN::Business Objects::TSorderBO::Marketing node and select the appropriate field that you want to re-label.
Date [1-10]	Enables you to store additional date information specific to your organization. Any dates entered into these fields are searchable through Business Intelligence. Enter a date or click to select a date. For more information, refer to Using the Calendar to Select a Date. To modify a date field label, navigate to the Registry::EN::Business Objects::TSorderBO::Marketing node and select the appropriate field that you want to re-label.
Currency [1-10]	Enables you to store additional currency information specific to your organization. Any currency data entered into these fields is searchable through Business Intelligence. To modify a currency field label, navigate to the Registry::EN::Business Objects::TSorderBO::Marketing node and select the appropriate field that you want to re-label.
Fixed Integer [1-10]	Enables you to store additional information (as fixed integers) specific to your organization. Any integer data entered into these fields is searchable through Business Intelligence. To modify a fixed integer field label, navigate to the Registry::EN::Business Objects::TSorderBO::Marketing node and select the appropriate field that you want to re-label.

Payment and Payment Plan Sections

The payment section contains a summary of each payment on the order. The payment summaries contain the payment method (e.g. Cash, Debit, Visa), payment transaction type (e.g. Payment, Refund), payment amount, the users who created and last updated the payment, and the dates the payment was created and last updated. Debit and credit card payment summaries also contain the encrypted card numbers, expiry dates and cardholder names. Gift certificate/card payment summaries also contain the gift certificate/card number and redemption number. The payment plan section lists all the scheduled payments, processed and unprocessed, on a payment plan. Each scheduled payment has a corresponding payment summary containing the same details described in the payment section, plus the scheduled date. In both sections, if you have the appropriate permissions, you can modify, cancel, refund, void or delete a payment. In the payment plan section, you may also be able to make a payment plan group update or process a scheduled payment. For more information, refer to Handling Customer Payments.

Hint If you want to allow Online customers to use the scheduled payment option, the 'Order Type' dropdown must be set to Renewal and the 'Balance Due Date' must be at least three months in the future.

Buttons

The following image illustrates the buttons available on the Order|Summary page:

Button	Description
Add Payment	This button allows you to add a payment method and amount to an order. Clicking it will open the Payments dialog box. For more information, refer to Handing Customer Payments.
Schedule Payments	This button allows you to create a payment schedule. Clicking it will open the Schedule Payments dialog box. For more information, refer to Scheduling Payments.
Add Gift Cert/Card	This button allows you to add a gift certificate or gift card to an order. Clicking it will open the Add Gift Cert/Card dialog box. For more information, refer to Adding a Gift Certificate or Gift Card to an Order.
Reload Gift Card/Account	This button allows you to reload an existing gift card or account. Clicking it will open the Reload Gift Card/Account dialog box. For more information, refer to Reloading a Gift Card or Account on an Order.
Add Seats	This button allows you to add seats to the order. Clicking it will open the Add Seats dialog box. Caution To use the Add Seats dialog box, you must know all of the information pertaining to the performance (e.g. the exact performance name, seat location, price type). It is recommended that you use the Seats tab to add seats to an order. For more information, refer to Making Seat Selections.
Add Offer	This button allows you to add offers to an order. Clicking it will open the Select Offers dialog box. For more information, refer to Adding an Offer to an Order Using the Order Tab.
Create	This button saves a new order.
Apply	This button saves any changes that have been made to the order since it was last saved.
Make Reservation	This button converts an order into an offer. For more information, refer to Making Reservations.
Reload	This button reloads the most recently saved version of the order.
Update Details	This button updates the order's details without saving them.
Print	This button allows you to print orders. For more information, refer to Printing Orders.
ALT Print	This button allows you to reprint orders using a different delivery method than the one originally used for the order. For more information, refer to Printing Orders.
Invoice	This button allows you to view invoices. For more information, refer to Generating an Invoice.
New Order	This button will refresh the Order|Summary page, clearing the information for the next order.
Next Customer	This button directs you to the Seats|Search page to allow you to search for seats for the next customer. This button will also clear any active promotions in the session.