Fulfilment Fees

This guide will detail how to configure fulfilment fees for your ticketing operation. These fees can be used to broaden your customer's options when it comes to receiving their tickets. 

These fees allow you to cover the cost of physical ticket fulfilment while giving your customers the option to choose their preferred method of receiving their tickets.

How to configure a fulfilment fee

To set up a fulfilment fee, you need to do the following:

1. In the left-hand menu of the Admin, click "Ecommerce > Fees"

2. From here, click the "Fulfilment Fees" tab, and click "Add new fulfilment fee"

3. After this, basic information can be provided such as: 

• Fee name 
• Fee description (if necessary)
• Fee image 
• Fulfilment method (None, In person, Digital or Shipped)

4. Once this information has been added, pricing for the fee can be added in the "Pricing" section. To do this you choose a fee type. The options are:

• Line Item - This fee will appear as its own line in the customer's shopping cart, with the name, description, and image you provide in this form presented in the basket. It will not be included in the 'fees' section of the Order Summary:

• Order Summary - This fee will only appear in the customer's order summary and will not show the description, or image in the basket. It will be added to the 'fees' total in the Order Summary: 

5. Once the necessary fee type has been selected, a price for the fee can be added, along with any necessary sales tax

6. Under "Purchase Settings" further configuration options are available, such as:

• Active dates - This allows you to set a sales period in which this fee is available
• Application criteria - select whether your fee is charged for every item in the basket, or once per order
• "Can this item attract discount?" - This toggle controls the fee's discount eligibility

7. To save your new fee, click "Submit"

Now the fee is set, customers looking to purchase tickets can select their preferred fulfilment method during the checkout process. 

On the last step of the checkout flow, under "Delivery", your new fulfilment option can be selected:

Important Note: When offering postal fulfilment methods, customer address should be collected as a data capture question. 

To enable this, click on your event, navigate to "Actions > Advanced > Add Data Capture Questions" and enable and mandate "Address Fields": 

How to fulfil orders 

Once customers begin to choose the new fulfilment options, you can track which orders have been fulfilled, and those requiring fulfilment via the "Orders" section of the admin. 

To filter orders that require fulfilment:

1. In the left-hand menu, click "Sales & Reports > Orders"

2. From here, open the filters on the left-hand side of the orders list, and click "Fulfilment status" 

3. Any orders that still require fulfilment will appear under "Pending"

4. To fulfil an order, click on the order and then click "Set Fulfilment", select the items to fulfil, set the status to "Fulfiled" and "Fulfilment method" to "Shipped" and Save:

4. Once this has been done, the order fulfilment status will update to "Fulfiled":