What are Customer Forms?

A step in the checkout flow where you can gather information from your customers.

This can be info about dietary or access requirements, marketing info, contact details, etc.

How do Customer Forms appear in the Booking Flow?

Forms can appear during the purchase journey, i.e. pre-checkout, or it can appear post-purchase for the Customer. See below for how this looks:

Box Office

If it is a pre-checkout Form, it will appear after the Products page, or if you have no Products in your booking flow, then they will appear after tickets have been added to the Basket and you have clicked Continue.

NOTE - if it is a post-purchase form, this won’t appear in the Box Office flow, but you can add the Form Response on the Order page once the transaction is complete. See the FAQs below for more details.
Once you answer the questions, click Submit & Continue

Customer-Facing Booking Flow

If it is a pre-checkout Form, it will appear after the Products page, or if you have no Products in your booking flow, then they will appear after tickets have been added to the Basket and the customer has clicked Continue
If the Form's Validation is Always Required, the customer won't be able to continue unless they have selected an option
3. If it is a post-purchase Form, it can either appear on the Order Success page, once the Customer’s payment has gone through, or you can send the Form link in a post-purchase email. See our Guide for more details.

FAQs

How do I view and edit a Customer's Form Response?

On the Order page, once a transaction has completed. Follow these steps:

1. Click View Responses either in the Timeline or Order Details

2. On the pop-up you'll see the customer's form responses from this transaction. Click Edit Form Responses to make updates

NOTE - if a Form has been added to the booking flow for this event, it will show in the pop-up regardless of whether the customer has seen/answered this question. E.g. if a Form has been added to the Event, but not the Website Channel, it will appear in this pop-up but without a customer response.

3. You'll then be taken to the Update Form Responses page, where you can change any answers and click Update Response

4. That update will then be reflected in the Timeline, where it will show the date and time of the update and the name of the Box Office user who made the change

How do I make my Form post-purchase?

By adding a ‘Transaction Status Is Complete’ Visibility Rule on the Linked Form for your Event. See our Guide for full instructions.

Can I tailor my Form for each Event?

Yes, you create your Form separately via the Tools page and then customise it per Event on the Event Settings page.

On Event Settings, you can select whether it shows for each guest in the booking or just once per transaction, plus set specific Visibility Rules depending on Band, Variant or Transaction Status.

Can I make my questions dynamic, depending what the Customer chooses?

Yes, either by setting Visibility Rules on the Event or certain Validations on the Form, where a question will only appear if they’ve provided a certain answer to a previous question. See our Guide for the different options you have.