Can I do Partial Payments on Line-Up?
Yes, but only if you are then saving as a reservation after. We do not support part-payments (i.e. only put through the part of a full payment) for a completed order. The order must be paid in full in order for the transaction to complete.
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.
How do I do Split Payments?
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.
Learn more - Payment Methods
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. 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.
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.