This feature allows you to add additional fees to your patron's purchases. Fee examples include maintenance fees, facility fees, COVID cleaning fees, and touring production fees.
🚀 Upgrade to Access This Feature! This one’s only available on the Platinum Plan. Don’t miss out—contact your account manager to unlock it today! See what’s included ›
👟Walkthrough
On the lefthand navigation, click on Custom Fees under the Additional Revenue tab.
Now you are on the Custom Fees landing page! Click the plus button in the top right corner to start building your first fee.
The following modal will pop up. Complete the following steps:
Fee Name: Begin by naming your fee. This fee name will appear in the patron's cart at checkout.
Amount: Enter the fee amount.
Applies To: Determine if the fee will be applied at the ticket level or order level.
Selecting Ticket means the custom fee will be assessed per ticket added to the cart.
Selecting Order means the custom fee will be assessed only once per order no matter how many tickets are in the cart.
Productions:
Select productions where you want to apply the fee(s). There is a limit of 2 fees per production (1 ticket fee and 1 order fee).
Push Save.
Once you save, the fee will appear on your Custom Fees landing page.
To edit a fee, click on the pencil icon to the right of the fee.
🎭 Noteworthy:
When you edit a fee, you will be able to change fee name, amount, and associated productions if necessary. You cannot change the Applies To field. If you would like to change this, you must create a new fee.
To delete a fee, click on the trash can to the right of the fee. Deleting a fee means it will be removed from all associated productions.
When processing transactions through the Box Office Portal, you will have the option to remove fees from an order. For example, you could have an online processing fee which is removed for the patron buying in person on the night of the show at the box office.
🎭 Noteworthy: Per ticket fees cannot be removed individually through the Box Office Portal, they must be removed altogether.
What Your Patron Sees:
When the patron checks out, they will see your added custom fees in their Order Summary. In the order below, there was a $10 Venue Cleaning fee assessed per ticket.
In the order below, there is a $2 online ticketing fee assessed per ticket, as well as an Order Processing Fee per order.
🎓 Recap
With Platinum Plan’s custom fee tool, you can add tailored fees to ticket purchases with full control over naming, pricing, and descriptions—all displayed clearly at checkout. This gives you flexibility to offset costs like processing, venue charges, or convenience services while maintaining transparency with your patrons.
🚀 Best Practices
Name fees clearly —something like “Online Handling Fee” helps explain the charge.
Provide clear descriptions —tell patrons what the fee covers (e.g., “Supports venue maintenance”).
Set reasonable pricing —high fees may deter buyers.
Disclose fees up front —ensure fees are visible early in checkout to build trust.
Review periodically —adjust fees based on costs or patron behavior trends.