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How to Manage Seat Upgrades: https://help.pm.leapevent.tech/a/2057286
A seat upgrade can be requested on subscriptions when selling and fulfilling a subscription in PatronManager Box Office (PMBO) or when a subscriber renews their Pending Renewal in PatronPortal. But once these are made, how can your team manage them?
In this article, we'll cover:
- How seat upgrades are requested
- How you are notified about seat upgrade requests
- What to do when you receive a seat upgrade request
Let's get started!
Requesting a seat upgrade
There are a few ways that a seat upgrade can be requested.
PatronPortal
When a subscriber renews their Pending Renewal subscription in PatronPortal, they can check a box to request a seat upgrade and also leave a comment.
You can relabel the standard Comments field for subscription orders specifically, as seen in the above screenshot! Follow our steps to relabel the Comments field for subscriptions.
This allows them to keep their existing seats, while also giving them an opportunity to request an upgrade if it's available later.
PatronManager Box Office (PMBO)
You can request a seat upgrade for any Subscription Order by selecting Manage Fulfillment in the Expanded Cart and checking the "Seat Upgrade Requested" box.
You can request a seat upgrade for the order at any time, including after the order is complete.
Comments from the patron regarding their request can be added to the Notes on the Ticket Order.
"Buyer's Comments" is the field where PatronPortal user's seating comments will appear. For this reason, we recommend also using this field in PMBO to track seat upgrade preferences for ease of reporting.
Remember that anything written in the Buyer's Comments will appear in confirmation emails.
Reporting on seat upgrades
When a subscription order is marked with a seat upgrade request, you'll see the "Seat upgrade requested" note when you open the subscription order:
You'll likely be managing these seat requests all at once, so we recommend that you build a report to manage seat upgrades.
1. Go to the Reports tab
2. Select New Report
3. Select "All" as the category, then search for "Ticket Orders with Contact" and select "Start Report"
4. Adjust the Columns
Here's our recommended Columns:
- Ticket Order: Name
- Contact: Last Name
- Subscription Status
- Order Status
- Buyer's Comments
- Subscription Seat Info
5. Select "Filters," and update "Show Me" field from the default "My ticket orders" to "All ticket orders," then Apply
Make sure that the date filter ("Cart Expiration" in the screenshot above) is also set to All Time!
6. Search for and select "Seat Upgrade Requested"
7. Make sure the value is set to "True" and click Apply
8. Click Save & Run
9. Save the Report
- Report Name: Give the report a name that makes sense for your organization; something like "Subscriptions with Seat Upgrade Requests"
- Report Unique Name: Auto-fills once a Report Name is entered
- Report Description: Give the report a description that makes sense for your organization; something like "Subscription orders with the Seat Upgrade Requested box checked"
- Folder: Keep it set to "PatronTicket Reports 3.0"
- Save
Want to be notified when upgrades are requested? Subscribe to the report!
Subscribe to the report to receive email notifications when the report meets the criteria you set.
Handling seat upgrades
When you're ready to accommodate these requests, you'll need to either process an exchange or re-fulfill the subscription order. Follow our recommendations on when to exchange versus when to re-fulfill on when to exchange versus when to re-fulfill.
Pro-tip: after addressing the request, make sure to manually uncheck the "Seat Upgrade Requested" box in the Ticket Order to remove the order from your report.