An Order Print Batch (Box Office > Print Tickets > Order Batch) is run to gather and print all tickets for orders with a Postage Fulfilment option that haven't yet been printed. Sometimes, whole orders or items within an order which have postage are not pulled into the Order Batch for printing.
There are a few possible reasons why an order is missing from your Order Batch for printing, and in this article we will walk through how to troubleshoot this issue.
How orders get added to the Order Batch
An order is added to the Order Print Batch when the following takes place:
A customer places an order online and selects the Postage fulfilment option.
OR
An order is placed at Box Office with the Postage fulfilment option (or no fulfilment option) AND at the point of confirming the order, the Order/Postage Batch option is selected.
Want to know more about how fulfilments and printing work? Read our helpful guides for more information on Fulfilment Products and Print Batches.
Troubleshooting steps
The steps to troubleshoot first depend on if the order has already been fulfilled (printed) or not. Once you have established this, you can pinpoint where the issue is and fix it.
Check if the order has been fulfilled (printed)
First check if the order has already been fulfilled (printed or downloaded as an e-ticket). To check this:
1. Go to Box Office > Search Orders.
2. Search for the order.
3. Check if the order has a green Printed label next to it. If the order has been printed or downloaded, the label will be visible. If it hasn't, there will be no label there, as in the two examples below:
4. If the order has been printed / fulfilled go the below next steps. If the order has not been printed / fulfilled skip to the next set of instructions.
If the order has already been printed / fulfilled
An order is marked as fulfilled when an order is printed, or the e-ticket(s) in the order is downloaded. Fulfilled orders will be skipped from batching as the customer already has their ticket(s) - whether in paper or digital form. This can happen if:
- The order was printed manually at Box Office.
- Your "allow print at home" setting is set to Always - meaning that the customer is sent an e-ticket in their confirmation email regardless of which fulfilment option they selected.
If you use multiple Fulfilment Products, like E-ticket and Postage, and are using Order Print Batches for posting, then you need to make sure your settings are configured so that orders with a Postage Fulfilment Product do not also have an E-ticket sent out within the confirmation email. This is where the "allow print at home" setting comes in.
Change the "allow print at home" setting to 'Based on fulfilment product'
1. Go to Settings > General Settings.
2. Search for the setting "allow print at home" and click on it.
3. If the setting is set to Always, change it to Based on fulfilment product.
4. Click Update.
5. You will also need to check your Checkout Mailer to ensure that it matches the above setting.
6. Go to Settings > Email Templates.
7. Select the Checkout Mailer.
8. Click Send Preview (this will send a copy of the checkout email to the email associated with your user login).
9. Check the email in your inbox - the e-ticket download link should be surrounded by an 'if show_print_order_link' statement, and should look something like the below:
10. If it does not, get in touch with the Support team and they can add this for you.
If the order has not yet been printed / fulfilled
If the order with the Postage fulfilment product has not been printed / fulfilled and is not appearing in the Order Batch, this can be due to:
- Incorrect Postage Fulfilment Product set up.
- Incorrect process when creating the Order Batch.
- If the order was placed at Box Office, it was not marked to go into the Order/Postage batch when it was confirmed.
- Order is outside of the Postal Guard at the time of batching.
- Item(s) in the order are marked as Exclude from Batching.
- Printing Policy does not allow item(s) in the batch to be printed.
Check the Postage Fulfilment Product
To check the Postage Fulfilment Product, go to Manage > Products and select your Postage Fulfilment Product. It should be set up as below:
1. Product type is Fulfilment product.
2. Active product? and Can be sold? are enabled.
3. Permit printed receipt? is enabled.
4. It has the tag 'postage'.
Check how you create the Order Print Batch
1. Go to Box Office > Print Batches > Order Batch.
2. Follow your normal process to create an Order Batch.
3. Check that you do not have any unintended filters when building the batch - Order Type, Date, Show Tag or Product Tags.
4. If you are filtering by Product Tags and using the 'postage' tag, you must have Permit Printed Receipt? enabled on the Postage Fulfilment Product (see above steps). If you don't, orders with the Postage product will not get pulled into the Order Batch.
Ensure the order is marked to go into the Order/Postage batch
When an order with Postage is placed at the Box Office, the user has to confirm the order by selecting the Order/Postage Batch option. If the user doesn't do this, the order will default to be collected, and will be excluded from the Order Batch, even if it has a Postage Fulfilment Product in it.
On the Payment Options screen after taking payment (and before clicking Confirm Order) make sure to do the follow steps:
1. Click on the trolley icon next to Confirm Order.
2. Select Order/Postage Batch.
3. Click Save Preferences.
4. Then click Confirm Order to finalise the order.
The order will now be marked to go into the Order Batch for postage.
Important
These steps must be followed for every order at Box Office that has postage and needs to go into the Order Batch.
Check the Postal Guard time
The "postal guard days" setting limits when a customer booking online can select a Postage Fulfilment Product, as well as determining whether or not tickets for the event will go into Order, or Event Batches.
If events in an order are outside of the Postal Guard time when the order is confirmed, but when the Order Batch is created the events fall within the postal guard, the tickets for the event that is within the postal guard will not go into the Order Batch, but into the Event Batch instead, even if the order has postage.
Check the items are not marked as Exclude from Batching
A Show can be set to be excluded from batching - this means that although the order can be printed, the tickets for that specific Show will not print or be generated.
To check if a show is excluded from batching:
1. Go to Manage > Shows.
2. Search for the Show and click on it to open the Show details page.
3. On the right hand side of the page ensure that Exclude from order batch? is disabled (grey). If it is enabled, switch the toggle to disable it.
4. Click Update Show.
Check your Printing Policy
The "printing policy" setting determines whether pages for receipts, line item tickets, and customer details are printed/generated by default, depending on the order type.
If nothing is printing for your order, or you are missing types of pages, go to the "printing policy" setting and check what is enabled. To do this:
1. Go to Settings > General Settings.
2. Search for the setting "printing policy" and click into it.
3. Check what is enabled. If any items need to be enabled and are not, tick the relevant box so it turns blue.
4. Click Update to save.
Want to know more?
- Print batches
- Fulfilment Products / Delivery Options / Print At Home
- Printing policy setting
- Allow print at home setting
Comments
Please sign in to leave a comment.