Can I do Partial Payments on Line-Up?
Yes, but only if you are then saving as a Reservation after. You cannot complete a Transaction if only part of the basket has been paid for - the basket 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 transaction balance using this method 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.
Learn more - Guide: Reservation Payment Links
How do I split payments in Box Office?
When completing a Transaction, you can either choose to pay for the entire basket with one Payment Method, or split it across different Payment Methods using the Pay partial transaction balance using this method option.
Once you take payment for part of the basket, 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.
Learn more - Guide: Split Payments
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 in Settings > Payment Methods. You just need to add the Box Office Channel in order to see them on the Payment page when putting through a Transaction 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 Transaction 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 Transaction status in Line-Up.
The payment status is showing differently in our payment provider to the Transaction status in Line-Up.
This may be because of time-out errors or the Transaction 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 Transaction 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 Transaction is complete on Line-Up.
If you would like more details from the Line-Up side, please contact Support with the Transaction 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 Transaction 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 Transaction with a Custom Payment Method.
You can then refund this Transaction, 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 Transaction with the same Custom Payment Method that you used to originally complete it.
I want to complete a Transaction without processing any more payments.
I want to complete a Transaction without processing any more payments.
Transactions 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 Transaction in Line-Up using a Custom Payment Method. This means that no more money will be taken from the Customer, but it will allow the Transaction to complete.
Once you've completed the Transaction, it's best to add a Note on it 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 Transaction 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.
Learn more - Guide: Exchange to Same Seat, Guide: Reservation Payment Links
I have a completed Transaction with a pending payment. What shall I do?
I have a completed Transaction 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 Transaction details, plus the status of the payment, and we will amend the payment/Transaction from our side.
Can I change the Payment Method on a completed Transaction?
Can I change the Payment Method on a completed Transaction?
No, it is not possible to edit details on a Completed Transaction or amend a completed Payment.
The Edit Transaction option is only possible on a Reservation, where you can update Ticket, Customer and Delivery details.
You can also delete a Pending Payment, as long as the money hasn't gone through via your payment provider.
If you have completed a Transaction and payment has gone through, then it's best to refund it and process another one with a different Payment Method.
Learn more - Overview & FAQs: Reservations
I am getting an error when I try and process payment.
I am getting an error when I try and process payment.
This may be because the payment has already gone through (possibly directly through your payment provider) or the Pay & Update Basket Total button has been double-clicked.
If the error continues, please contact Support with the Transaction and error details and we can take a closer look.
I've entered the details for a Theatre Token payment but it still says it's pending.
I've entered the details for a Theatre Token payment but it still says it's pending.
Theatre Token payments don't complete until the entire Transaction 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 Transaction to complete.
If you have any further issues with Theatre Token payments, please contact Support with the Transaction and Token details and we can investigate.