1. Events Overview
  • NOTE: Click on the image to the right for full view of screenshot.
  • Once logged in, you are brought to the Events section.
  • In this section you can:
    • Create an event and put tickets on sale online
    • Create cash sales (box office) and guest list tickets
    • Modify existing events
    • See an overview of ticket sales and customer information for existing events
  • To create a new event, click on "Create New Event".
  • To edit an existing event, click on the event and click the "Edit" button.
2. Creating an Event
  • Type the event name in the "Event Name" field
  • To add an event logo / photo click on the "Browse" button.
  • In the description box, you can type, copy and paste, edit and format text about the event.
  • Select the event start and end time and also the doors opening and closing time.
  • The details of the venue assigned to this account is pre-populated when the event is being created.
  • The event categories box allows you to tag an event by genre (e.g. indie, rock, blues, sport etc...).
  • When you are happy with the details you have entered in the "Event Details" section, press the "Save" button.
3. Adding Ticketing Details
  • Choose the "Quantity on Sale" if you want to sell a number of tickets less than the capacity of each section.
  • Enter the base price per ticket type.
  • If you want to add another ticket type, click on the '+' icon and enter the base price for this ticket type.
  • The booking fee per ticket (if any) can be set as either a fixed price or a percentage fee per ticket
4. Advanced Ticketing Options
  • If you want to set allocations per ticket type, click on the "Set ticket type allocations / custom booking fees" link. For instance, if the "General Admission" section has a capacity of 250, you can allocate 125 of this to the "Full Price" ticket type and 125 to an "OAP" ticket type.
  • You can set booking fees per ticket type if you wish.
5. Delivery Options
  • E-tickets are set as the default delivery method.
  • You can choose to send an SMS order confirmation for any tickets sold.
  • You can also set a credit card fee, the maximum amount of tickets per order and upload event specific terms and conditions, which are displayed on the e-ticket.
6. Publishing Your Event
  • The "Publish Event" Section allows you to:
    • Choose when to publish the event using the "Publish On" field.
    • Set the period for which customers can purchase tickets using the "On Sale From" and "On Sale To" fields.
  • Click on the "Show Event" button to allow the event be visible to your customers at the web address you have chosen
  • You can also change the web address from which your customers will purchase their tickets by clicking on the "Change web address" button.
7. Creating Box Office / Will Call Tickets
  • Select the event for which you want to create box office tickets and click on the "Cash Sale" tab.
  • Click on the "New Cash Sale" button.
  • Select the number of tickets and requested ticket type.
  • If you wish, you can input an email address and phone number. If you enter an email address, you have the option to email the box office tickets to the purchaser. This could be handy for corporate bookings.
  • Click "Add" to add these tickets to the customer list.
  • You can either print these box office tickets or you can email them to the customer who has purchased them (if you specified an email address when you created them).
  • These tickets can be scanned for the customer to allow them to enter the venue.
8. Creating Guest List Tickets
  • Select the event for which you want to create guest list tickets and click on the "Guest List" tab.
  • Click on "Add Guest" button.
  • Select the number of tickets and requested ticket type.
  • Type the name of the tickets holder. If you want to print guest list tickets but don't know what name to put on them, you can enter "Guest" for the first name and "List" for the last name.
  • If you wish, you can input an email address and phone number. If you enter an email address, you have the option to email the guest list tickets to the guest
  • Click "Add" to add these tickets to the guest list
  • You can either print these guest list tickets or you can email them to the guest (if you specified an email address when you created them).
  • These tickets can be scanned by the guest to allow them to enter the venue.
9. Tracking Revenue, Ticket Sales, Ticket ABC Fees - Quick Stats
  • Select the event for which you want to track revenue and ticket sales.
  • You should see a selection of tabs appear in the second half of the "Events" dashboard page.
  • The "Sales Info" tab summarises how many tickets have been sold, the gross revenue generated and the total fees charged by Ticket ABC.
  • The "Ticket Info" tab breaks down the ticket sales by ticket type.
10. Generating an Event Customer List
  • A customer list is a list of all customers that have purchased tickets for your event.
  • To generate a customer list, highlight an event and select the "Customer List" tab from the list of tabs in the second half of the "Events" dashboard page.
  • This tab lists all tickets - those that have been purchased online as well as cash sales tickets and guest list tickets.
  • It shows the Customer Name, Email, Section, Ticket Number, Price Type, Status, Order Reference and Order Date
  • If you would like to print a customer list, export the details as PDF (which generates the whitelist in PDF format) and then print it.
11. Rescheduling Events If No Tickets Have Been Sold
  • If no tickets have been sold, simply change the "Start" field on the event creation page to reschedule an event to a different date.
  • You can also change when tickets go on sale by simply editing the "On Sale From" and "On Sale To" dates.
12. Rescheduling Events If Tickets Have Already Been Sold
  • Click the "Reschedule Event" button in the "Event Details" section of the event creation page.
  • To reschedule the event, you will need to specify the new date is as the "New Start Date" is a mandatory field.
  • When you fill in the "New Start Date", all of your existing customers will get an email telling them that the event has been rescheduled and that their tickets are still valid for the new date.
  • You can edit the body of the email as you see fit. Note that %NAME% and %NEW_DATE_NAME% will be replaced by the customer's name and the new date for the event. It is important that these tokens are not deleted from the email that you send.
  • If they want a refund, they will be given instructions on how to go about requesting one.
13. Cancelling Events if No Tickets Have Been Sold
  • Simply take the event off sale by clicking the "Hide Event" button in the event creation page.
14. Cancelling Events if Tickets Have Been Sold
  • Click on the "Cancel Event" button in the event creation page
  • You can either:
    • Notify and refund all of those customers who purchased tickets automatically
    • Notify all of those customers who purchased tickets one by one manually another time
  • If you notify all customers at once:
    • They all receive an email tellig them that the event has been cancelled and to expect a refund.
    • All customer orders for the cancelled event will be added to the "Refunds Pending" queue.
  • If you notify customers one by one, the orders will be placed in the "Refunds Requested" queue.
  • To refund particular customer orders, click the "Refunds Requested" link under the "Refunds" tab and select those customer orders that you want to refund. Click on "Initiate selected refunds" in the "Action" field and click the "Go" button.
  • This will move the chosen orders from the "Refunds Requested" queue to the "Refunds Pending" queue.
  • An email will be sent to the customer telling them that the event has been cancelled and that they will be refunded.
  • You can edit the body of the email as you see fit. Note that %NAME%, %COST% and %NUMBER% will be replaced by the customer's name, the price they paid for their tickets and the number of tickets they purchased. It is important that these tokens are not deleted from the email you send.
15. Events FAQ
1. Venues Overview
  • The Venues tab shows the venues that are associated with your account.
  • All the venue settings such as sections, capacity, address and website are displayed on this page.
  • There are also links to the venue's individual Ticket ABC landing page.
2. Venues FAQ
1. Finding Customers and Orders
  • The customers tab enables you to search for customers and orders by venue and event name
  • You can also search by order date, order reference, customer name, customer email address and phone number
  • You can highlight a customer order and request a refund
  • You can also use this section to reprint the PDF tickets of a selected order if they have been lost by the customer
2. Customer Order Details
  • When you highlight a particular customer order,their ticket order details are displayed in the second half of the page.
  • Their order details include whether they purchased their tickets online or as a cash sale at the box office, how many tickets were purchased in the order, payment details and when the tickets were purchased.
  • If a customer has more than one order, the first order will be displayed but you can view the other orders too.
  • You can also use this section to:
    • Re-issue the ticket order by clicking the "Reissue" button - this cancels the customer's original ticket order and creates new PDF tickets for the order.
    • Print the ticket order by clicking "Print Order" - this doesn't cancel the customer's original order, it just reprints the PDF tickets for the order.
    • Request a refund on behalf of the customer by clicking the "Request Refund" button.
3. Requesting a Refund
  • When you find the order you are looking to refund, click on the "Request Refund" button.
  • When you click the "Request Refund" button, you will be given the opportunity to enter a reason as to why you are requesting a refund. This is not mandatory.
  • Click on the "Add To Refunds Requested" button - this adds the ticket order to the "Refunds Requested" queue.
  • Please see the "Refunds" section for how to execute a refund.
4. Customer Service FAQ
1. Refunds Status Queues
  • There are four refund status queues:
    • Refunds Requested
    • Refunds Pending
    • Refunds Processed
    • Refunds Declined
  • Any time you request a refund on behalf of a customer, it will be added to the "Refunds Requested" queue. To access this, click on the "Refunds Requested" link under the "Refunds" tab. Customers can also request refunds themselves if an event has been rescheduled.
  • To refund particular customer ticket orders, click the "Refunds Requested" link and select those orders that you want to refund. Click on "Initiate selected refunds" in the "Action" field and click the "Go" button.
  • Confirm this action to move the order(s) from the "Refunds Requested" queue to the "Refunds Pending" queue.
  • Any orders that are in the "Refunds Pending" queue will be refunded by Ticket ABC. For any order, when the order refund is actually processed by Ticket ABC, it will move to the "Refunds Processed" queue.
2. Refunds FAQ
1. Reports Overview
  • You can run reports to generate financial information such as # of Tickets Sold, # of Transactions, Total Sales, Total Refunds and Total Ticket ABC Fees.
  • These reports can be run per event, per venue or per time period (i.e. "From" / "To")
  • For all reports, there will be a breakdown per event and there is also the option to generate a detailed report if desired.
1. Purchase Ticket Page
  • The customer chooses the number of tickets they want to buy.
  • The total transaction amount including all booking and credit card fees will automatically update depending on the number of tickets chosen.
  • The customer then needs to type the two words required for the Captcha code and press the "Continue" button.
2. Account Creation / Login Page
  • The customer is now given the option to create their Ticket ABC account or login to their existing account.
  • New customers will need to fill in their name, email address, password, country and mobile phone number.
  • To complete their customer registration, they will need to tick the "I have read and accept Ticket ABC's terms and conditions" box and then press the "Create Account" button.
3. Billing Information Page
  • The customer now needs to fill in their address and also tick the "I have read and accept the terms and conditions" box.
4. Credit Card Details Page
  • The customer now needs to fill in their credit card details and the press the "Buy Tickets" button.
1. Creating an Event
  1. How can I see the details for an event that I have already created?
    • When you log in to your Ticket ABC account, you will be taken to your "Events" page.
    • Any upcoming events that you have already created will be visible in the "My Events" section of this page, ordered by date.
    • Clicking on any event listed in your "My Events" section will enable you to view Sales Info, Ticket Info and Customer Info for that particular event.
  2. How can I edit an event that I have already created?
    • In the "My Events" section, select the event that you want to edit and then click on the "Edit" button.
    • This will bring you to the event creation page and enable you to edit an event.
    • If you edit any of the "Event Details", click on "Save" in the "Event Details" section. Similarly, if you edit any of the "Ticketing Details", click "Save" in the "Ticketing Details" section.
  3. What is the difference between events with a status of "Selling" and those with a status of "On Sale"?
    • "Selling" refers to events for which customers have already purchased tickets.
    • "On Sale" refers to events that have not as yet sold any tickets.
  4. How can I see the customer view of my event?
    • Click on the "View Event" link underneath the "Edit" button for each event.
    • It is recommended that you open the customer view of your event in a different browser as you will be logged in as the event creator.
  5. How can I delete an event I've already set up?
  6. Where can I see my past events?
    • Click on the "All" link under "Past Events" in the "Filter Events" section on the left hand side of the "Events" page.
  7. Can I still access event details of my events that have already taken place?
    • Yes! In the "Filter Events" section on the left hand side of the "Events" page, click on the "All" link under "Past Events" and browse through your past events as you would with upcoming events.
2. Adding Ticketing Details
  1. How can I change the total number of tickets on sale for each section of the venue?
    • Update the number in the "Allocation" field associated with each section and click "Save".
    • Note that this number can never be higher than the section capacity that was specified when each venue was created and added to Ticket ABC's venue database.
  2. How can I change ticket prices after my event has been published?
    • If there are no tickets sold, update the price in the "Base Price" field associated with each ticket type and click "Save".
  3. What does "Active" mean?
    • This means that the ticket type in question is visible to the customer.
    • If you want a particular ticket type not to be visible at any time, simply uncheck the "Active" check box for that ticket type and click on "Save".
  4. Can you explain the choices to adding a booking fee?
    • You can either add a percentage (%) booking fee or a "Flat" booking fee to each ticket.
    • Adding a percentage booking fee applies the booking as your selected percentage to the base price of each ticket type.
    • Adding a "Flat" booking fee adds a fixed booking fee to base price of each ticket type.
  5. Can I change the booking fees after my event has been published?
    • Yes you can. Simply edit the % booking fee or flat booking fee as you wish.
  6. How can I set a maximum number of tickets per customer for my event?
    • You can do this via the "Max tickets per customer" field.
  7. How are tickets delivered to my customers when they purchase them?
    • Your tickets are delivered as a PDF attachment via the email address that your customers specify when purchasing their tickets.
    • You can also send them an SMS confirmation of their ticket purchase order.
  8. How can I create different Terms and Conditions (T&Cs) for each of my events?
    • Every time you create an event, you can choose to edit the T&Cs used for other events, or you can upload a set of completely new ones.
    • To do this, click on the "Upload / Edit event T&Cs" link.
  9. Where do my customers see / agree to these T&Cs?
    • Your customers can view and must agree to your event T&Cs as part of the purchase flow for each event.
    • These T&Cs will also be present on their PDF e-ticket.
3. Publishing Your Event
  1. Will my event go live immediately after I have published it?
    • The defaults for the "Publish On" and "On Sale From" Buttons are set as soon the event is published.
    • You can edit the date and time for the tickets to go on sale using the "On Sale From" button.
  2. How can I take my event off sale quickly?
    • You can hide your event from public view by clicking the "Hide Event" button.
  3. How can my customers see my published event?
    • Your customers can see your published event by clicking on the web address that has been allocated for your event.
  4. When I try to do a test purchase of tickets for my event using the web address that I have chosen for my event, I can't see my event. Why?
    • Make sure that your event is published and the "Publish On" date and time is not in the future.
4. Creating Box Office / Will Call Tickets
  1. Are the email and phone fields mandatory?
    • No, the email and phone fields are not mandatory. The first name and last name fields will appear on the tickets that you print out.
  2. What should I do if I don't want to specify any particular name on the cash sales tickets?
    • Enter "cash" for the first name field, and "sales" for the last name field.
  3. How do I print out the cash sales ticket for the customer?
    • When you create a cash sales ticket (i.e. when you click the "Add" button), you will see the following message: "Sale complete. Print Order".
    • Clicking the "Print Order" link allows you to create the PDF for this order which can then be printed out by you and given to your customer.
    • If you don't print the order out at this stage, you can also print it out at any time by clicking the "Print" link to the right of the order reference in the Cash Sales tab.
    • It is worth noting that any created cash sales tickets will be subtracted from the overall number of tickets available for sale so please bear this in mind. This will also be included has having been sold in any of the relevant reports generated.
5. Creating Guest List Tickets
  1. Are the email and phone fields mandatory?
    • No, the email and phone fields are not mandatory. The first name and last name fields will appear on the tickets that you print out.
  2. What should I do if I don't want to specify any particular name on the guest list ticket?
    • Enter "guest" for the first name field, and "list" for the last name field.
  3. How do I print out the guest list ticket for the customer?
    • When you create a guest list ticket (i.e. when you click the "add" button), you will see the following message: "This guest has been added".
    • Clicking the "Print Order" link allows you to create the PDF for this order which can then be printed out by you and given to your customer.
    • If you don't print the order out at this stage, you can also print it out at any time by clicking the "Print" link to the right of the order reference in the Guest List tab.
    • It is worth noting that any created guest list tickets will be subtracted from the overall number of tickets available for sale so please bear this in mind. This will also be included has having been sold in any of the relevant reports generated.
6. Cancelling Events and Refunds
  1. How come I can't see the "Cancel Event" button when I click the "Edit" button for my event?
    • The "Cancel Event" button is only present for events for which tickets have already been purchased.
  2. How do I cancel an event that no tickets have been sold for?
    • You can just take the event off sale by editing the "On Sale From" and "On Sale To" dates
    • An alternative way to do this is to click the "Hide Event" button in the "Event Visibility" section of the event creation page.
  3. A customer has purchased multiple tickets in his order. Can I offer him a partial refund for some of the tickets in his order?
    • No. If you offer a refund, it has to be for the full order amount, no matter how many tickets are included in this order.
7. Venues
  1. How can I edit the venue section names and capacities?
    • Before you can start creating events and selling tickets, Ticket ABC must add your venue to our database.
    • When your venue is set up, you will specify what your venue's sections and what capacity each section has.
  2. How can I add another section to my venue?
    • If you wish to add another section or capacity after we have added it to our database, you will need to email us at support@ticketabc.com and we can add it for you.
  3. How can I edit the Ticket ABC web address of my venue?
    • When we set your venue up, you choose a unique Ticket ABC web address.
    • If you wish to change this, you will need to email us at support@ticketabc.com and we can look to change it for you.
  4. What are ticket types?
    • For any event, there can be different ticket types on sale – e.g. "Full Price", "Student", "OAP" are all examples of different ticket types.
  5. How can I add or edit existing ticket types?
    • When your venue is set up, you will specify what ticket types you want to offer for the events you put on sale.
    • If you wish to add another ticket type or edit an existing one, you will need to email us at support@ticketabc.com and we can add it for you.
  6. How can I add another venue to my account?
    • You can have multiple venues associated with your account.
    • To add another venue to your account, email us at support@ticketabc.com
8. Customer Service
  1. Do my customers have to create a Ticket ABC account to purchase tickets for my events?
    • Yes. This is to enable them to re-issue their tickets should they lose them or they are stolen.
    • When reissuing their tickets, customers must log in to their account by specifying the email address and password they chose when they purchased their tickets.
  2. A customer has lost or misplaced their ticket, what should I advise them?
    • You can explain to them that they can use the ticket reissue function if their tickets are lost or stolen
    • When they log in to their Ticket ABC account they should see a "Re-issue order" button which will re-issue all tickets in their order.
    • Clicking the "Re-issue order" button will send new e-tickets to their email address and cancel their original tickets.
  3. Can I reissue the tickets on behalf of the Customer?
    • Yes. Click on the "Customers" tab, type in the customer's name or their order reference and click the "Re-issue Order" button. This will send their e-tickets to their email address and cancel their original tickets.
    • You should also see a "Print Order" button. This allows you to print an order but clicking "Print Order" this does not cancel the original order.
  4. What is the difference between re-issuing an order and printing an order?
    • Re-issuing an order cancels the original tickets sent to the customer and sends an email that contains new tickets for that order, with the original tickets now invalid. The reissued tickets are the only valid tickets while the stolen tickets can't be scanned at the venue.
    • Printing an order enables you to generate a copy of the same PDF that the customer has already been sent with the original tickets that the customer purchased still valid.
  5. When can a customer use the ticket reissue function until?
    • An order can be re-issued up until 4 hours before the start of the event.
  6. A customer deleted the email with her e-tickets attached, how should I advise them?
    • Advise them to log in to their Ticket ABC account and reissue their tickets.
  7. A customer tells me they never received their tickets via email, how should I advise them?
    • Tell them to check their spam or junk folder as their e-ticket email may have ended up there. Alternatively, they should log in to their Ticket ABC account and reissue their tickets.
9. Fees and Payment
  1. How much does it cost to sign up to Ticket ABC?
    • Nothing! There are no upfront costs for using Ticket ABC and you are only charged when you sell a ticket online.
  2. Ok so no upfront costs but how much does it cost to use Ticket ABC?
    • If a customer purchases a ticket online you will be charged a fee that represents 5% to the value of the transaction plus 50c (50p in the UK) per transaction.
  3. Can you give me an example?
    • Sure. If you put a ticket on sale for €10 and a customer buys 2 tickets, then the total transaction cost value would be €20.
    • We would then charge you 5% of that (e.g. €1) plus 50c per transaction so a total cost of €1.50 per transaction. You would then be paid the proceeds of this transaction net of our fees of €18.50.
  4. Why are you charging 5%?
    • Well, 5% includes all of the costs that we have to pay to process the sale of your tickets online such as hosting costs, payment service provider (PSP) costs, credit card processing costs.
  5. Is there a cost for sending the SMS?
    • If you send your tickets via SMS or to tell your customers an important piece of information you are charged 10c / 10p per SMS.
  6. Is there a cost for refunding a transaction?
    • Yes. You can refund any transaction at a cost of 3% to the value of the transaction plus 50c / 50p per transaction.
  7. Are there any other costs for using Ticket ABC?
    • No that's all the costs covered!
  8. How do I get paid and who pays the Ticket ABC fees?
    • When your customers make a purchase online, the proceeds are transferred to Ticket ABC. After the event has taken place, we transfer the net proceeds of all tickets sold to you, minus Ticket ABC's fees.
  9. Do my customers receive a purchase confirmation when they purchase tickets?
    • Yes, your customers will receive an email confirmation of their ticket purchase. This email also contains their e-ticket.
  10. How and when do I receive what I am owed from Ticket ABC?
    • We will transfer the proceeds from your ticket sales minus our fees to a bank account nominated by you within 10 working days after your event has finished.
  11. How do I know how much I am owed from Ticket ABC?
    • The "Reports" tab enables you to generate sales reports on any particular event you have created, or for any particular period of time. The "Summary" table calculates the "Net Sales Revenue" which is essentially your total ticket sales revenue minus any refunds you initiated minus Ticket ABC's fees.