How can I resend a ticket?
When a ticket buyer has lost their tickets or the email with the download link for the tickets has ended up in the Spam or Trash folder, the easiest way for them to receive the tickets is via: https://stager.co/en/tickets-lost/
If the ticket buyer cannot manage this, you can email the tickets again. To do this, go to Ticketing - Orders and search on Order ID. You can also click the Search button at the top right of the screen, and search on the name of the contact to find the right order.
Select the order, and decide one of the following two options:
Click the Resend ticket link button. An email will be sent to the email address of the visitor with the download link to the tickets. This button is only visible when an email address is known, so for example when the ticket has been purchased Online via the shop.
Download the ticket as a PDF and send it again via your own email client. This is possible for all orders, including tickets sold via Door sales that were not linked to a contact. You can choose if you want to download the ticket in A4 (PDF) or in BOCA format (Door tickets).
It often happens that ticket buyers have an incorrect email address in the database or that the tickets have been sent to an old email address.
After you have clicked on the Resend ticket link button, a message will appear on the screen showing the address the ticket has been sent to. Check that this is the correct and valid email address. Otherwise, you can adjust this yourself on the Main tab of the Contact before you send the tickets.
How can I block tickets?
It can happen that you want to block a ticket, perhaps because a ticket buyer is unwelcome or a mistake was made while ordering. In some cases you might want to refund the ticket, but this does not always need to be the case.
Blocking a ticket will invalidate the ticket and create a new ticket for Saturday that can be purchased by someone else.
There are three ways to block a ticket:
Go to Tickets - Ticket Management, select the right event, and search in the list of tickets the right one. Select this ticket and click Actions - Block.
Navigate to Ticketing - Orders and search on the Order ID or on Contact via the Search button on the right. Select this order to get to the Order details. Now select the ticket you want to block, and click click Actions - Block.
Head to Marketing - Contacts and find the ticket buyer on for example name or mail address. Select the contact en click to the Events tab. Now select the correct Order, then the correct ticket and click Actions - Block.
How can a ticket buyer find their paid ticket?
It is possible that ticket buyers have made a payment, but have not received any tickets. This happens for various reasons:
1. Ticket mail has ended up in the SPAM box
It can happen that a ticket buyer pays and does not return to the download screen. As a precaution, Stager always sends an email with the ticket link, but the ticket buyer may miss seeing the email in their inbox. Emails from Stager can now and then end up in the SPAM box.
To reduce the chance of your emails ending up in a SPAM box, we advice to verify your mail domain.
2. Wrong email address entered
Sometimes people enter an incorrect email address (even type the same errors when confirming their email address). In that case you will first want to change the address to the right mail address, via Marketing - Contacts on the profile of this ticket buyer. Then you can resend the email with the ticket.
It's easy to resend tickets through Stager. You can read how to do that here. Please change the wrong email address in Contacts first.
3. Exceeding the time limit
Visitors are given a time limit in which they have to fully complete the ordering process and purchase a ticket. If they exceed this limit, the reservation on these tickets expire as we cannot hold the tickets indefinitely.
If visitors are already in the payment environment of their bank or credit card, Stager cannot abort the transaction. It is therefore possible that a visitor pays, but does not receive a ticket because this has expired in our software. Stager will then automatically refund the full amount and inform the ticket buyer of this.
4. Payment platform malfunction
A malfunction may prevent communication between the bank or credit card company, the Payment Service Provider and Stager. There are a lot of automatic checks that keep track of whether orders have been completed or whether a payment is also part of an order. If payment has been made but no tickets have been issued, the payment will be automatically refunded.
If there is a technical problem that causes no tickets to be issued for a payment, the full purchase amount for all tickets will automatically be refunded. Visitors are requested to create and pay for a new order.
In some cases, you can easily resolve the issue yourself by resending the tickets through the Stager website.
When ticket buyers report payments made without tickets being issued and your order cannot be found in Tickets - Ticket Management, please contact Stager.