How can I monitor Stager ticket sales and scans?
If you want to know exactly what happened with a ticket, Ticket management is the place to be. Here you’ll find a complete overview of all tickets for your event including sales levels, how many people have already arrived (Scanned), and a breakdown by ticket type, online sales and door sales.
This information is especially useful when you need to troubleshoot at the door. If a ticket can’t be scanned, you’ll immediately see the details here to help solve the problem quickly. Besides that, if you’re unsure how ticket types are allocated, always check Ticket Management first. This is the fastest way to get a clear overview of all tickets.
To get started, choose the right event in the drop-down at the top of the screen.
What do the different Stager ticket statuses mean?
In the table at the top of the screen you can see an overview of the numbers and statuses per ticket type.
In the first section you can see sold ticket numbers:
Online: the number of tickets sold through the ticket shop.
Door: the number of tickets sold at the door. This type also applies to guest tickets if you send them by email or put people on the guest list.
Total sold: the total number of tickets with the sales status 'Sold'.
The second part shows the status of the tickets:
Refunded: the number of tickets that have been refunded manually or automatically. With a refunded ticket, the turnover is returned to the ticket buyer, though the status of that ticket may still be valid.
Blocked: the number of tickets that have been blocked. Blocked tickets are no longer valid and cannot be scanned. A blocked ticket does not have to be refunded.
Swapped: the number of tickets swapped. Tickets can be resold via the TicketSwap service. If the TicketSwap integration is not disabled, a new ticket will be delivered to the new ticket buyer. Read more about the integration with TicketSwap here.
Reserved: the number of reserved tickets. Tickets are reserved when a buyer adds them to their basket in the ticket shop. They are also reserved for the guest list, or when reserved via the Door Sales – Reservations function.
The last part of the table shows visitor info:
Valid: shows the total number of valid tickets in circulation. In other words, this is the maximum number of visitors you can expect based on ticket sales.
Scanned: the total number of tickets scanned. You can also find this information in the app.
How do I refund, block, or scan tickets in Stager?
This table shows all tickets for this event. These are tickets that have already been sold, but can also be reserved tickets to be paid for, or tickets that can still be bought, or used.
You can use the search function at the top to quickly search for a specific order or ticket. This page will not load all the event’s tickets in case of a large total. Scroll down and click 'Load more' to expand the list.
Click on the blue status, order number or contact name to see more details.
Select a ticket to perform an action on it:
Cancel door reservation releases tickets that have been reserved manually.
Refund is used for tickets that have been paid for but need to be refunded. Choose whether you want to refund the tickets manually via the bank or if you want to do this automatically via Stager. The ticket will still be valid, unless you also block it. Read more about ticket refunds here.
Use Scan to manually scan barcodes. You usually do this with the Stager app, but you can also search for and scan the relevant tickets in Ticket Management. It is also possible to select and unscan tickets. Handy if you accidentally scanned contacts or if you want visitors to be able to use the same ticket several times.
Use Block when you want to declare a ticket invalid. Block a ticket if you have refunded the ticket, or in case of a wrong sale that needs to be corrected, or a discovered fraud, a blacklist or other reasons why a ticket - or person - does not, or can not be allowed entry. When scanning, it is indicated that the ticket is not valid, because it is blocked. The blocked ticket will be released for sale again.
You can add a Comment when you make a refund or block a ticket, to record why a ticket has been refunded. This can be useful for the accountant. This comment can be found on the Ticket Details page of each individual ticket.
Refund, Block and Scan can be undone by clicking Undo refund, Undo block or Unscan.
Why are my Stager tickets showing as "RESERVED"?
There are four reasons why the Stager tickets show up as 'RESERVED':
1. Guest tickets have been sent but not yet downloaded
Guest tickets are RESERVED when they are sent via the Stager Mailings (Invitation link via the Guest tickets mail component). The moment the 'Yes, I will attend' button is clicked by the recipient, the ticket gets the status SOLD. Until then, the status will remain RESERVED. To ensure that tickets do not remain on RESERVED for too long and (therefore) cannot be sold, you have to specify when the invitation expires.
2. The Guest list is reserving tickets
When using a Guest list, the tickets will stay reserved until checked in. The Guest list will show the reservation under the given name. Read more about the Guest list here. With an External guest list, you reserve an amount of tickets for these guests under the name of the Guest list manager.
3. Tickets are reserved via the reservation module
Tickets can be reserved with the Stager reservation module. For example, these tickets are collected at the box office half an hour before the start of the event. Until then, the tickets will remain in RESERVED status. If the tickets are not picked up in time, they will be released for sale again. You can set the time at which the tickets should be collected via Settings - Ticketing - Ticketing defaults.
4. Tickets are pending payment
A visitor is in the ticket shop, completing the payment process. Tickets are given the RESERVED status from the moment a ticket is placed in the shopping cart until the payment is completed. When the payment is completed, the ticket gets the status SOLD.
A timer is placed in the ticket shop, which indicates how much time is left to pay for the order. This is 15 minutes: and each time there is a change in the order, 15 minutes is added. Banks and credit card companies can take much longer than 15 minutes to approve, which is why we hold a reservation for a bit longer. If the payment trickles in later, we can still send the tickets. Ticket buyers then see a notification that explains the payment is not received yet, but it might take a bit of time. We ask them to wait another 15 minutes in case the payment does come through.
When are expired Stager reservations released for sale?
Ticket buyers have a time limit in which they have to complete their orders. When the time limit has passed and no payment is received, these RESERVED tickets are released for new visitors. Even if the visitor pays after these minutes, they receive a message that the order was paid too late, and that the purchase amount will be automatically refunded to the bank account used.