Checkout questions is a powerful feature that allows you to gather more information from patrons during checkout. This is now available for use in the box office, as well as, allowing you to collect this information regardless of how the patron checks out - via the website on their own or assisted by someone from your box office team.
Read more about setting up Checkout Questions here.
Note that as a box office user these questions are always optional. While some questions may be required for patrons when checking out via the widget, the box office user may opt to skip these questions in the interest of time when dealing with a line at the box office. You can edit these questions later on the Order Details page.
If checkout questions have been configured for the production you are managing you will see them presented in the payment flow.
šWalk Through
Order Questions and Patron-Registrant Questions
For order-level and patron-level questions these will be shown immediately below the payment method. In the example below for a credit card transaction, you can see the āHow did you hear about us?ā question and āFavorite vegetableā question appear immediately following the credit card details fields.
Attendee Questions
If the Checkout Questions are at the attendee level, then the questions are presented upon selecting Checkout but before you make a selection on payment method. You will see one set of questions per attendee. In this example we have 4 tickets in the cart and will be prompted to provide a favorite color and favorite food for each attendee.
You may skip answering these questions with the skip button. Once you've completed answering questions you can select Continue to Checkout and choose a payment method.
š Recap
The āCheckout Questionsā feature in On The Stage lets you collect additional information during checkout, whether it's online via the widget or in-person through the box office. These can be configured at order, patron, or attendee level. Box office staff can also choose to skip these questions for faster service, and any answers can be updated later on the Order Details page.
š Best Practices
š¬ Leverage multi-level questions ā Use order-level, patron-level, and attendee-level questions strategically to collect relevant data (like marketing sources, preferences, or accessibility needs) without overwhelming patrons.
ā± Keep operations streamlined at the box office ā Allow staff to skip non-essential questions during busy periods while still enabling follow-up edits later for data accuracy and customer care.
š Customize by production needs ā Tailor checkout questions per show or eventāfor example, ask T-shirt sizes for camp registrations or special accommodation needs for immersive experiencesāto gather precise, actionable insights.
š Maintain clarity in checkout flow ā Ensure questions display at appropriate momentsāorder/patron-level questions right after payment method, and attendee-level ones before payment decisionsāto guide staff and patrons efficiently.
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