Use this link to share with your colleagues:
How to Edit / Re-Seat a Fulfilled Subscription: https://help.pm.leapevent.tech/a/1172580
Sometimes you may have to edit or re-seat a subscription after you've fulfilled it. This article will show you how to remove fulfillment items in order to re-fulfill a subscription, and also give examples of when to make adjustments by re-fulfilling vs. exchanging subscription fulfillment items for new tickets. We'll cover:
- When to re-fulfill vs. exchange
- How to remove fulfillment items in order to re-fulfill
Ready? Let's take a look!
First things first: re-fulfill or exchange?
If you've already fulfilled a subscription and need to make changes to some of the patron's seats/tickets, you have a few options.
You can process an exchange to swap out the original ticket(s) for new ones, or you can remove and replace seats/tickets via the fulfillment interface. If you choose to re-fulfill, you can do so with normal fulfillment (choosing seats that match the subscriber's original package), or manually (choosing an Allocation or an Event Instance that isn't normally part of the subscription package).
Here's a guide to help you decide which option is best for your situation.
Process an exchange when...
- You've already printed or emailed their tickets, and need to email the subscriber a confirmation of the exchange so they know their original tickets are no longer valid
- You're moving the patron into a different seat or performance and you need to charge (or refund) them for the price difference
- The patron is moving to a different seating Allocation or weekday for all (or even most) of the subscription shows
- Consider exchanging the whole subscription package into a different package that better suits the patron's preferred seats or dates, and fulfilling the new package normally -- especially if they plan to keep these preferences in future seasons
Click for instructions on processing exchanges!
Remove fulfillment items and re-fulfill normally when...
- You're changing the subscriber's seating assignments for some or all of the performances, within the same Allocation (e.g. their favorite seats in Row A have recently opened up, so you're moving them up from Row B), and you haven't yet sent them their tickets
- You use the Subscription Renewal Tool and you want to tell the system to use the new seats for future renewals
Remove fulfillment items and re-fulfill manually when...
- The patron needs to sit in a different Allocation for one particular performance (e.g. they need a wheelchair seat for just that show) and you haven't yet sent them their tickets
- The patron is changing dates for one particular performance (e.g. they wish to attend the livestreamed version of your first show), and you haven't yet sent them their tickets
If you're not familiar with manual fulfillment, read more about it here.
I want to remove fulfillment items and re-fulfill. How?
You've read the above and decided that re-fulfilling is better for your situation than processing an exchange. Sounds good - now what?
The steps are a little different for Pick Later subscriptions, so be sure to choose the option that applies to you:
1. Find and open the Ticket Order
2. Click "Fulfill"
3. Click "Re-Open"
This button will only appear if the subscription was completely filled. If you see a button to "Mark as fulfilled" instead, skip to the next step.
4. Check the box(es) next to the performances you want to re-seat and click "Unfulfill selected"
5. Click "Ok" on the warning that appears
6. Re-fulfill as needed
This part is done! Now you can click "Fulfill Selected" to choose new seats for the patron using the normal fulfillment process, or manually fulfill into a different Allocation or performance.
If a Pick Later subscriber changes their mind about one of the performances they had previously decided to attend, you'll normally want to process an exchange. This way you can clearly show what happened, as well as send them a confirmation email of the change, which helps avoid confusion later on.
In some cases, though, you may prefer to use the fulfillment interface to make changes - particularly if they changed their mind right away and you haven't yet sent them their tickets for their original choice. Here's how you can make adjustments on the fly:
1. Find and open the Ticket Order
2. Click "Fulfill"
3. Click "Re-Open"
This button will only appear if the subscription was completely filled. If you see a button to "Mark as fulfilled" instead, skip to the next step.
4. Check the box(es) next to the performances you want to adjust and click "Fulfill selected"
Heads up! Don't click "Unfulfill selected" unless you want to remove ALL the selected fulfillment items, including any unused vouchers. For Pick Later, this would be unusual, and typically not recommended.
5. Click the trashcan(s) to remove the specific selection(s) you want to change
6. Select new items as needed
This part is done! Now you can continue with the normal Pick Later fulfillment process to choose new tickets for the patron.