Use this link to share with your colleagues:
Subscription Renewal Tool: Seating Subscribers: https://help.pm.leapevent.tech/a/959385
Using the Subscription Renewal Tool? The Renewal Tool will create a Pending Renewal order for every subscriber!
Some of the subscriptions will be fulfilled automatically by the Renewal Tool. There will also likely be a number of subscriptions that will require individual attention to fulfill because it requires you to decide how to handle them.
When the tool does not fulfill a subscription, you will do so manually. When you fulfill a subscription manually, you create a Subscription Seat Assignment so the tool will fulfill it automatically next year.
In this article, we'll go over:
- Which orders need your attention
- How to handle those orders
We're going to be throwing around a lot of terms like "Renewal Tool," "Subscription Seat Assignment," and "Price Mapping" in the solutions below. For help with those terms, and all things subscriptions renewal related, check out our All About Subscription Renewals article.
For help specifically with using the Renewal Tool, see Map Last Year to This Year, and Process Renewals.
See Subscriptions that weren't fulfilled using the Renewal Log
Go to the Subscription Series you're working on renewing
1. Go to the App Launcher
2. Search "subscription" in the Quick Find box, and click on the Subscription Renewal link
3. Listen to the blue box: click there to get started
4. Click on the Subscription Series you're working on renewing
5. You're there!
Once you're looking at the Subscription Series you're renewing, click the Renewal Log you want to see
Each Renewal Log represents an attempt to renew the Subscription Series using the Renewal Tool.
In the log, you'll see Log Entries grouped by what happened to the subscriptions, along with those subscriptions individually listed
View more details about why an order wasn't able to be fulfilled by clicking the "Show" link in the Error Details column.
The Error Details will tell you exactly why the subscription couldn't be fulfilled, or what seats were unable to fulfill
Great question! While there are several reasons a subscription might not fulfill, which we'll explain in more detail next, subscriptions generally don't fulfill if:
- A User did not save the subscriber's Subscription Seat Assignment when making an exchange last year
- An event or Allocation not having enough seats, either due to being sold out, Venue changes through a Venue Project, or reallocation
- Last year's subscription had fewer or more Fulfillment Items than this year's
- The price of a seat changed, usually due to reallocation
This is a good thing, because you need to use your human judgment to ensure your subscribers are getting the correct seats!
For example, if a subscriber changed seats in the middle of last season from the aisle of your first row, A1, to a more centered seat in L20, you will need to decide which seats they want to have this season, and moving forward. (You may even need to ask them which seats they want!)
Or, as another example, if a subscriber had seats in the Balcony Ticket Allocation priced at $40, and now those seats are in the Opera Boxes Ticket Allocation priced at $37, you'll need to decide what price the subscriber should pay for these seats.
Handle the Subscriptions to Fulfill them!
Explanation: There is no logged information about the seat the patron should have, so the renewal tool cannot assign the patron a seat. This often happens if a patron exchanged one of their subscription tickets in the previous season.
Solution: Manually fulfill the patron's subscription, creating a seat assignment as you do so. Next year, the patron's subscription can be renewed using the Subscription Renewal Tool.
Explanation: One or more of the performances in the patron's package doesn't have enough seats to fulfill their subscription. Likely, you updated the Retail Quantity on one of the performance's Allocations via reallocation.
Solution: Manually fulfill the patron's subscription. If you find that an Allocation's Retail Quantity incorrect, adjust it to the correct value for this upcoming season by reallocating seats.
Explanation: The patron's seat has been reallocated to a new allocation. This likely means the seat's price has changed.
Solution: You'll need to decide if the patron should keep the same seat or move. If the patron will keep the same seat, you'll need to decide what price they should pay for the seat. When you do decide, manually fulfill the patron's subscription.
Explanation: If you've updated your Venue since last year, it's likely that some of the seats from last year's Venue cannot be mapped to the new Venue. This is usually caused by changes in allocation, section, row, or seat names, i.e. what used to be "Center Aisle" is now just "Center", and the Renewal Tool does not recognize that these two sections are the same.
Solution: Manually fulfill the patron's subscription. You'll create new Subscription Seat Assignments as you do so, allowing this patron to be renewed using the Renewal Tool next year.
Explanation: The patron has fewer Subscription Seat Assignments than subscription packages to renew. Essentially, there aren't enough seats for the number of people.
Solution: Manually fulfill the patron's subscription. You'll create new Subscription Seat Assignments as you do so, allowing these subscriptions to be renewed using the Renewal Tool next year.
Explanation: Either the patron has fewer Subscription Seat Assignments than subscription packages to renew (too many people and not enough seats), or the patron has more Subscription Seat Assignments than subscription packages to renew (too many seats and not enough people).
Solution: Manually fulfill the patron's subscription. You'll create new Subscription Seat Assignments as you do so, allowing this patron to be renewed using the Renewal Tool next year.
Explanation: If you've updated your Venue since last year, it's likely that some of the seats from last year's Venue cannot be mapped to the new Venue. This is usually caused by changes in section, row, or seat names.
Solution: Manually fulfill the patron's subscription. You'll create new Subscription Seat Assignments as you do so, allowing this patron to be renewed using the Renewal Tool next year.
Solution: You should contact us about this one, since it's a little ambiguous. Submit a Case in the Client Community.