How to manage carts

Once a customer makes an order either online or via the Box Office (i.e., selects tickets, products etc.), the next step is the transaction itself. Carts in Ticketsolve are transactions that are currently in progress, either online or at the Box Office.

It is handy to know how to manage carts, especially if a customer is having difficulty making a booking online and they call the Box Office for help, as you will need to locate their cart in order to assist them in finishing the transaction. 

You may also need to search and manage carts when working on Collections.

In this article we will look at how to manage carts in progress (online and the box office) via the Carts tab.

Locating a cart

Go to Box Office > Search Carts.

All open Carts are listed here with the following information:

• Cart ID - each cart has a unique ID
• Show Title(s) - name of show(s)
• Customer Name - if this column is blank either this information has not been captured (yet) by the box office or the customer has not gotten as far as inputting their details. Clicking the customer's name will give you a quick summary of their details, including address, phone and email.

• Cart Total - monetary value of the cart
• Ticket QTY. - number of tickets in the cart
• Created By - this will show as Online or the name of the staff member who created the order in the Box Office. 
• Expiry Date - when the cart is no longer valid and the tickets are no longer held for the user/customer. This is 20 minutes for carts created online. 
• Order Type - phone, online, etc.

To change the number of carts displayed, click the Results per page drop down in the upper right corner of your screen.

You can also search for specific Carts in the Search carts box by:

• 'Show Title(s)' or 
• 'Customer Name'

Opening, amending and/or processing a cart

A customer may have gone as far as choosing their tickets and filling in their customer details online and then require assistance to complete the transaction. In this case, you simply need to locate the cart and take their card details - saving you a lot of time rather than starting from scratch with the sale.

Go to Box Office > Search Carts.

1. Select the cart you want to open by either clicking the: 

• Cart you want to open or,
• Additional Options icon (3 dots) on the far right of the cart. 

In the pop-up you will see the Cart Summary which includes, any amounts Paid and/or Outstanding, Cart ID number, Tickets, Products, Booking Fees etc. Customer name and Total of the Cart.

2. In the options in the right of the pop-up, click Open cart to amend the cart and/or complete the transaction as needed. 

Note: If you open a cart in the box office, the customer will no longer have access to it online. Carts can only be open in one place at one time, so make sure you don't do this by accident or else the online customer won't be able to complete their purchase. 

If you want more information on completing a transaction, check out our Box Office Basics Tutorial or Box Office View articles. 

Cancelling a cart when Amending

If you need to cancel a cart you are amending, click the Cancel Amend button at the bottom right in the cart.

If an amending cart is not cancelled properly in the box office, you may get an error message like the one below. 

In order to fix this error, follow our guide on what to do when you get the error message, "Order could not be amended."

Deleting a cart

To delete a cart completely: Go to Box Office > Search Carts.

1. Select the cart you require using the steps above.

2. Select Delete Cart from the options in the pop-up.

Deleting a cart will release all items in that cart back into the box office. 

Cart Comments

You can add comments to a cart or check for comments that have been added previously. 

To find or add comments:

Go to Box Office > Search Carts.

1. Select the Cart you require using the steps above. 

2. Select Comments In the pop-up to read or add comments as needed. 

3. Click Add Comment.