Add to Order lets staff add more tickets, merchandise, add-ons, or a donation to an order a patron has already placed without creating a second order.
The patron pays only for the newly added items, and everything stays connected to their original confirmation code.
What Add to Order Does
With Add to Order, you can:
Add tickets from any performance, including a different production from the original order.
Add add-ons and merchandise.
Add a donation.
Keep the patron's original confirmation code, so they don't have a second order to track.
đNoteworthy: Each add is processed as its own transaction. Order-level fees, such as an order fee or Box Office fee, are charged again when applicable.
How to Access Add to Order
Open the patron's order from All Orders or Event Orders.
Locate the Financial Summary card.
Under Order Actions, click Add to Order. It is the first action in the list.
You'll be taken to the Box Office purchase screen with an empty cart connected to the existing order.
Navigate to the desired show or performance and add tickets, merchandise, add-ons, or a donation as you would during a normal Box Office sale.
â ď¸ Watch Your Cart
There is currently no banner or indicator on the Box Office screen showing that you're adding items to an existing order. The screen looks like a regular Box Office sale. Always finish the add or clear the cart before helping the next customer. Otherwise, the next customer's items could accidentally be added to the previous patron's order.
What's Different During an Add
Most of the process works like a normal Box Office sale, but some checkout options are unavailable or behave differently.
Feature | What Happens During Add to Order |
Promo Codes | The Promos section is hidden. Discounts can't be applied to an add. |
Will Call | The Hold my tickets at Will Call toggle is hidden. The order keeps its original delivery choice. |
Checkout Questions | Order-level checkout questions aren't asked again. Attendee questions for newly added tickets still appear. |
Subscriptions | Subscription packages can't be sold or redeemed during an add. Sell these as a separate purchase instead. |
Split Payment | The add must be paid with one payment method. Allow Split Payment isn't available. |
Patron Info | Patron information is prefilled from the original order and locked. Make patron corrections from the order page instead. |
Special Requests | The order's existing comment appears here. You can edit it, and the change saves back to the original order. |
Fee Reminder: Order-level fees are charged again on each add. Each add is a separate transaction with its own applicable fees.
Taking Payment
Once the new items are in the cart:
Click Checkout.
Complete the Attendee Info for any new tickets, or click Skip when appropriate.
Under Select Checkout Method, choose a payment method.
Complete the payment.
Available checkout methods include:
Cash/Check
Credit Card
Terminal
Comp
Reserve is unavailable and appears greyed out.
Comp Orders
Comp becomes unavailable if the cart contains:
Add-ons
Drop-shipped merchandise
A donation
Comp can only be used when adding tickets.
â ď¸ Refund Consideration
Pay close attention to the payment method used for the add. If the add is paid using a different payment method from the original order, the entire order can only be refunded in full afterward. Partial refunds will no longer be available.
For example, if the original order was paid in cash and the added tickets are paid by credit card, partial refunds are disabled for the order. If the add uses the same payment method as the original transaction, partial refunds remain available.
Finishing the Add
After payment, you'll see the standard success screen, such as Tickets Sold! or Order Complete! The patron's original confirmation code will appear on this screen.
From here, you can:
Click Print Tickets, or
Click No Thanks.
Either option returns you to the patron's order page.
What You'll See on the Order
Once you're back on the order page, confirm that:
The new tickets, add-ons, merchandise, or donation appear on the order.
Order History contains a new Added entry showing what was added.
A separate Paid payment entry appears directly above the Added entry.
The Order Total in the Financial Summary has been updated.
Leaving Without Finishing
If you start an Add to Order but don't want to complete it, there are three ways to exit.
Clear the Cart
Click Clear Cart, then confirm by clicking Yes, Clear Cart.
Start a New Purchase
Click Purchase in the Box Office sidebar to leave the existing order and begin a fresh sale.
Let It Expire
If no action is taken, the Add to Order session automatically expires after 2 hours.
All three options fully end the Add to Order session.
Troubleshooting
"Add to Order" Is Greyed Out
The button doesn't currently explain why it's disabled. Check the following:
The order is a reservation/unpaid order. Settle the order first.
The order has no tickets, such as a donation-only order or a fully refunded order.
Every performance associated with the order is in the past.
The original order was paid using split payment.
The order contains a recurring membership or recurring donation.
The organization doesn't process credit cards through Stripe Connect.
If any of these conditions apply, Add to Order will not be available.
"Only tickets and add-ons can be added to this order."
This message usually means a subscription or membership has been added to the cart.
To continue:
Clear the cart.
Return to the Add to Order flow.
Add the eligible tickets or add-ons and complete the transaction.
Sell the subscription or membership separately as a new purchase.
Quick Reference
|
|
Where to find it | Order Page â Financial Summary â Order Actions â Add to Order |
Can add | Tickets from any performance, add-ons, merchandise, and donations |
Can't add | Subscriptions, memberships, or promo discounts |
Payment | One payment: Cash/Check, Credit Card, Terminal, or Comp for tickets only |
Confirmation code | Remains unchangedâthe new items join the original order |
Fees | Applicable order-level fees are charged again for each add |
To exit | Clear Cart, click Purchase in the sidebar, or allow the session to expire after 2 hours |
Biggest watch-out | There is no visual indicator that you're currently adding to an existing order |