If you would like to charge a patron a fee for interacting with the box office you can now set up a custom fee that only applies to box office orders. This can be useful to encourage your patrons to use online buying instead of calling your box office. (Or waive the fee for your members or subscribers.)
👟Walk Through
Find the Custom Fees setting under Additional Revenue in the left-hand navigation.
Select the + button in the upper right of the Custom Fees page to create a new fee.
Under “Applies To” you will see three options:
Ticket: This applies a custom fee per ticket in the order (e.g. and order with 4 tickets will have 4 ticket fees added). This is applied to orders placed by the patron via the patron-facing site or via the box office.
Order: This applies a custom fee to each order (e.g an order with 4 tickets will have 1 order fee added.) This fee is applied to orders placed by the patron via the patron-facing site or via the box office.
Box Office Fee: This is applies a custom fee to each order placed via the box office portal. This fee is not applied to patrons using the patron-facing site.
One fee per type may be applied to an order.
Deleting Fees
As always, the box office user has extra control over pricing for box office orders. The box office user may choose to delete any or all of the custom fees using the trash can icon next to the fee.
While you may use a Box Office Fee to discourage patrons from calling the box office, thereby saving your theatre labor, you may choose to waive the box office fee for a loyal patron to maintain a good relationship with them.
🎓 Recap
You can now configure custom fees in the Box Office section of On The Stage that apply only to orders placed through the box office portal—this helps incentivize patrons to buy online or lets you waive fees for members. You can create these under Additional Revenue > Custom Fees, choosing to apply them per ticket, per order, or specifically to box office orders. Each order can include one fee of each type, and box office users can remove any fee directly at checkout if needed.
🚀 Best Practices
🛍 Use per-ticket vs. per-order strategically – Charge per-ticket for volume-based costs, or per-order for fixed administrative efforts.
🎟 Reserve “Box Office Fee” to drive online sales – Apply this fee only to box office orders to encourage patrons to purchase through digital channels.
✅ Keep manual control at the box office – Box office staff can delete fees at checkout—ideal for rewarding loyal patrons or handling special exceptions.
📊 Clearly communicate fee types – Though not in the article, describing each fee (e.g., “Box Office Handling Fee”) during the checkout process aids transparency and trust.