Frequently Asked Questions¶

Reference

Answers to common operational questions about Stagemgr. For terminology definitions, see the Glossary.

Pricing and Ticket Classes¶

How do I change a ticket price after sales have started?¶

Edit the ticket class to update the price. The new price applies to all future orders only -- existing orders retain the price they were sold at. Navigate to Theaters > [Theater] > [Production] > Ticket Classes and edit the relevant class.

Price Changes Are Not Retroactive

Changing a ticket class price does not affect orders that have already been placed. If you need to adjust a specific order's price, use the exchange workflow to move the patron to a different ticket class.

How do I set up an early bird discount that expires automatically?¶

Use dynamic pricing with a time-based trigger. Create two ticket classes (e.g., "Early Bird" at $20 and "Regular" at $35), then make the Early Bird allocation shiftable with a "Shift Days Before Performance" value. When the trigger activates, new purchases automatically redirect to the Regular price. See Dynamic Pricing.

Can I offer different prices for the same seat?¶

Yes. Multiple ticket classes can apply to the same seats. For general admission, different classes represent different price tiers for the same seats. For reserved seating, you can have different classes available for the same performance -- the price depends on which class the patron selects, not which seat they choose (unless you restrict classes to specific sections).

Seating and Performances¶

How do I move a patron to a different seat?¶

Use the Exchange function on the ticket order. This allows you to change the seat assignment, performance, or ticket class. If there is a price difference, the exchange calculates the differential automatically.

Open the ticket order
Click Exchange
Select the new performance, ticket class, and/or seats
Process the exchange (collecting or refunding any price difference)

Why can't I see a production?¶

Productions are filtered by theater access. If you cannot see a production:

Theater Users: You can only see productions belonging to theaters you are assigned to. Contact an administrator to verify your theater assignments.
All users: Check the season filter -- you may be viewing a different season than the production belongs to.
New productions: Verify the production was saved successfully and is associated with the correct theater.

How do I add or remove a performance?¶

Navigate to Theaters > [Theater] > [Production] > Performances. Click Add Performance to create a new one, or click on an existing performance and use the delete option to remove it. Deleting a performance is only possible if no orders have been placed for it.

Duplicating Performances

If you need to add many performances with similar settings, use the Duplicate function on an existing performance rather than creating each one from scratch.

Orders and Payments¶

How do I find a patron's order?¶

Several search methods are available:

Method	Navigation	Best For
Order search	Orders menu	Searching by order number, patron name, or email
Customer record	Customers > [Patron]	Viewing all orders for a specific patron
Performance view	Performance > Orders	Finding orders for a specific show date

What happens when I cancel an order?¶

When you cancel an order:

Seats are released back to available inventory (for reserved seating)
Ticket count is restored to available (for general admission)
Order status changes to CANCELED
No automatic refund is issued -- cancellation and refund are separate actions. Cancel releases the inventory; refund returns the money.

Cancel vs. Refund

Canceling an order does not refund the payment. To return money to the patron, use the Refund function separately, or use Refund to Donation if the patron wants to donate the value instead.

Can I undo a refund?¶

No. Refunds cannot be reversed in Stagemgr once processed. If a refund was issued in error, you would need to create a new order for the patron and collect payment again.

How do I handle a no-show?¶

Use the Mark Unclaimed function on the ticket order after the performance. This changes the order status from FULFILLED to UNCLAIMED, which is tracked in house management reports for attendance analysis.

Navigate to the order
Click Mark Unclaimed
The order status updates to UNCLAIMED

How do season seating orders work?¶

Season seating is a production-level setting that changes how orders are handled:

All imported orders go to HOLD regardless of payment type selection
Email list enrollment is disabled for bulk-imported orders
Pre-hold functionality allows reserving seats before processing
Batch processing -- use the "Process Orders in Season Seating" function to process held orders in bulk

Season seating is designed for subscription-style sales where patrons commit to the same seats across multiple performances. See Season Seating for details.

Refunds and Exchanges¶

What is the difference between a refund and an exchange?¶

Action	What Happens	When to Use
Refund	Money is returned, order is canceled, seats are released	Patron wants their money back
Exchange	Patron is moved to a different performance/seat/class, price differential is handled	Patron wants to attend a different show or sit elsewhere
Refund to Donation	Ticket order is canceled, payment is moved to a new donation order	Patron wants to donate the ticket value

Can I exchange tickets across different productions?¶

No. Exchanges are limited to performances within the same production. To move a patron to a different production, you would refund the original order and create a new order for the other production.

How do I handle a partial refund?¶

Use the Split Order function first to separate the tickets being refunded from those being kept, then refund only the split-off portion.

Open the ticket order
Click Split
Select which tickets to separate into a new order
Click Finalize Split
Refund the new (split) order containing the tickets to return

Customers and Data¶

How do I merge duplicate customer records?¶

Administrators can merge customer records from the Customers section. Search for the duplicate records, select them, and use the Merge Selected action. The merge combines order history, tags, and contact information into a single record.

Merging Cannot Be Undone

Customer merges are permanent. Verify that the records are truly duplicates before merging.

Why does a customer appear twice in search results?¶

Duplicate records occur when a patron provides different email addresses or name spellings across orders, when imports from different sources create separate records, or when manual data entry creates a new record instead of finding the existing one. Use the merge function to consolidate duplicates.

Reports¶

Why is my report taking so long?¶

Large reports run as background jobs and are delivered by email when complete. Check your inbox -- the report may have already arrived. Allow up to 15 minutes for very large datasets.

Why don't I see email addresses in my report?¶

Administrators, Box Office, and Resident Company Users see all email addresses. Theater Users (non-resident) only see addresses for patrons who opted into that theater's email marketing list. See Permissions Matrix.