Can I do Partial Payments on Line-Up?
Yes, but only if you are then saving as a reservation after. You cannot complete an order if only part of the basket has been paid for - the order must be paid in full in order to create a completed transaction.
If you wanted to take some of the payment first and then have the customer pay later, then you can select the Pay partial order balance option and then Save As Reservation. You can then either send the customer a payment link so they can pay for the remainder of the basket or take the rest of the payment in Box Office at a later stage.
This process is only available in the Box Office, not the Online Booking Flow, where the customer has to pay the basket in full.
How do I split payments in Box Office?
When completing a transaction, you can either choose to pay for the entire order with one Payment Method, or split it across different Payment Methods using the Pay partial order balance option.
Once you take payment for part of the order, it will appear in the basket as a Payment Received but you will need to add remaining payments to bring the basket balance to £0 and you can then complete the transaction.
FAQs
Does this work in the same way for refunds?
Does this work in the same way for refunds?
Yes, you can do both split and partial payments when refunding, but can only complete the refund when the basket balance is £0.
How can I have different payment options?
How can I have different payment options?
By creating them as Payment Methods.
You can create them on your Settings page, you just need to add the Box Office Channel in order to see them on the Payment page when putting through an order via Box Office.
How do I cancel a Customer's Terminal payment?
How do I cancel a Customer's Terminal payment?
If the payment has not gone through and you’d like to cancel, then either:
Delete the pending payment in the Line-Up basket by clicking the red bin icon in the Payment section.
Cancel it on the Terminal device itself by tapping the X button.
If the payment has gone through, you can refund the Order on Line-Up as normal. Simply follow the normal Refund steps and select the Terminal Payment Method on the payment page before completing the transaction.
The payment status is showing differently in our payment provider to the Order status in Line-Up.
The payment status is showing differently in our payment provider to the Order status in Line-Up.
This may be because of time-out errors or the Order has already been refunded directly through the payment provider.
If it's a refund payment, it may be due to the payment provider not yet confirming the payment.
On Line-Up, the refund Order completes straight away once the user clicks Pay & Update Basket Total after balancing the basket. However, the actual money transfer depends on your payment provider's processing times, which means that the payment may still show as Pending even if the Order is complete on Line-Up.
If you would like to more details from the Line-Up side, please contact Support with the Order details and we can investigate.
I've saved a Reservation with a partial payment but I need to refund this payment.
I've saved a Reservation with a partial payment but I need to refund this payment.
You will need to complete the Order first before doing any refunds - it is not possible to refund a Reservation.
If you need to pay off the rest of the basket balance, then the best process is to complete the rest of the Order with a Custom Payment Method.
You can then refund this Order, and make sure you refund the Customer's payment by selecting the correct Card Payment Method. You will then see the payment to refund in the dropdown underneath.
You can then refund the rest of the Order with the same Custom Payment Method that you used to originally complete it.
I want to complete an Order without processing any more payments.
I want to complete an Order without processing any more payments.
Orders cannot complete without the basket amount being paid for in full.
However, if you don't want to process any more payments with the Customer, then you can complete the Order in Line-Up using a Custom Payment Method. This means that no more money will be taken with the Customer, but it will allow the transaction to complete.
Once you've completed the Order, it's best to add a Note to the Order page so that your finance team can reconcile it in Reporting.
Can I do deposit payments?
Can I do deposit payments?
Yes, there are a few different options, it just depends how you'd like to process the Order with the customer.
For Reserved Seating Events, you can process deposit payments by Exchanging to the Same Seat.
For General Admission Events, the best thing to do would be to take a partial payment and save as reservation. You can then either send the customer a payment link to pay the remainder of the basket, or take the rest of the payment in Box Office at a later stage.
I have a completed Order with a pending payment. What shall I do?
I have a completed Order with a pending payment. What shall I do?
This is likely to be an issue with the payment itself on your payment provider.
Please contact them directly and once you are aware of the specific issue with the payment, contact Support with the order details, plus the status of the payment, and we will amend the payment/Order from our side.
I'm entered the details for a Theatre Token payment but it still says it's pending.
I'm entered the details for a Theatre Token payment but it still says it's pending.
Theatre Token payments don't complete until the entire Order completes. So even if you have added a Token payment and the balance of the basket is £0, you will need to click 'Complete Transaction' in order for the payment and Order to complete.
If you have any further issues with Theatre Token payments, please contact Support with the Order and Token details and we can investigate.