If a fan contacts the Ticket Office wishing to renew their ticket, follow the steps below:
Note: this is relevant only to fan orders that have been created as Renewals in the Fanbase platform. Contact support if you are unsure if this is the case.
STEP 1: Locate the renewal reservation
Select 'Orders' then 'All Orders' on the main menu of the left-hand side of the portal.
Select the 'Reservations' tab
Use the search bar to search by name or email and/or select 'Renewal' on the Order Type drop-down to filter the list.
Select 'Manage' on the right hand side
STEP 2: Select payment type
You will be brought to Step 5 of the Ticket Office.
Here you can select the relevant payment type: Card, Cash or Bank Transfer.
These are for payments that are taken outside of Fanbase using a payment terminal owned by the club, accepting cash or receiving a bank transfer.
The payment method will be captured on the transaction report in Fanbase and registering this payment method will ensure that all reports reconcile.
STEP 3: Edit order details
If required, you can edit and update the following by selecting the pencil icon next to the relevant section:
1. Ticket holder details:
Ticket type i.e. Adult, Concession, Concession + printed card
Ticket holder name
Ticket holder email
Ticket holder date of birth
2. Recipient details (Select from Existing Fan, Guest or Anonymous)
3. Purchaser address
STEP 4: Process the order
Select 'Collect payment' and 'Confirm' to complete the order.
To view the order, click on 'Orders' on the menu on the left-hand side.
Note: All recipients will receive a confirmation email. No season tickets are distributed via email so fans are required to sign up/log-in to their Fanbase account to view their tickets in their Fanbase wallet.
Tickets distributed to 'Existing fans' will be dropped into their Fanbase wallet which they can access by logging into their Fanbase account.
If tickets have been distributed to 'Guests' they can follow the instructions in their email to sign up to Fanbase and claim their account with their ticket in.
What should I do if a fan wants to swap seats?
If the order has already been placed, use the 'Swap Seats' functionality:
From the Dashboard, select 'Orders' on the left-hand side.
Find the order that needs swapped and click 'View' on the right-hand side.
On the top right-hand corner of the order select 'Manage' then select 'Swap Seats'.
On the right, click the pencil icon on the seats that need to be changed and select a new one on the seat map, repeat this step for each seat needing to be swapped.
Once done, click 'Next', and then it will take you to an order summary screen.
(If there has been an upgrade in ticket tiers then this screen will prompt you to take payment for this, if not it will display as free).
Click 'Next' and the swap will be complete.
If the order has not been placed, clear the existing reservation and create a new order:
Clear the existing renewal by selecting 'Orders' and then 'All Orders' on the left-hand menu.
Click on the 'Reservations' tab and locate the renewal reservation by searching by name or email in the search bar.
Select 'Clear'
Select 'New Order' on the top right of the Club Portal.
Follow the process including selecting the new seats and the preferred payment method.
Complete the order.
What should I do if a fan wants to split the order?
If a fan has multiple tickets within one renewal order but now wants different ticket holders within that order to pay for their own ticket and claim it in their own account, you can advise the fan to follow these steps:
Clear the existing renewal
Clear the existing renewal by selecting 'Orders' and then 'All Orders' on the left-hand menu.
Click on the 'Reservations' tab and locate the renewal reservation by searching by name or email in the search bar.
Select 'Clear'
Create new orders for each fan
Select 'New Order' on the top right of the Club Portal.
Follow the process including selecting the new seats and the preferred payment method.
Complete the order.
Note: If you don't have the details for all of the fans at the time, you can recommend that the fan split the renewal themselves by logging onto Fanbase, clicking 'Renew' and only selecting the tickets they wish to renew.
Any other fan who wants to claim the remaining tickets can do so by selecting 'Renew' and inserting the two pieces of data when prompted.
💡 Tip: Select 'Invoice: Payment link' when creating these orders to send fans a payment link so they can complete their purchase when they like and within a few clicks.