Payment Processing

Role: Box Office Staff, Administrators

Payment processing is the final step in order creation. Stagemgr supports multiple payment methods to accommodate different purchase scenarios.

Navigation: Stagemgr > Orders > [New Order] > Payment Section

Overview

Every order (except hold orders) requires a payment method. The payment section appears at the bottom of the order form after all other details have been entered. Select the appropriate payment type and enter the required information to complete the transaction.

Payment Methods

Credit Card

Credit card payments are processed through Stripe, Stagemgr's primary payment gateway.

Field	Description
Card Number	The full credit card number
Expiration Date	Month and year of card expiration
CVC	The 3- or 4-digit security code
Cardholder Name	Name as printed on the card

How it works:

1. Select Credit Card as the payment type
2. Enter the card details
3. On order submission, every check on the order runs first -- seats still held, balance, payment type allowed for the performance, special offer, any additional donation. The card is charged only after all of them pass.
4. If a check fails or the card is declined, an error message is displayed, the order is not created and the card is not charged
5. On success, the payment is recorded and linked to the order

Automatic Refund on Late Failure

If something still goes wrong after the card has been charged, the order is not saved and the charge is refunded to the card automatically. The same applies to the price difference on an exchange and to Add to Order.

Additional Donations

An additional donation added to a ticket order is charged separately, after the tickets have been paid for.

When the tickets are paid with a membership or flex pass, the pass covers only the tickets. The public order page shows the card fields as soon as a donation is entered, the review page says which card the donation will be charged to, and the order cannot be placed without a card.

If the donation is declined:

• The ticket order still goes through and keeps its tickets and payment
• The on-screen notice after the order is placed adds Your additional donation could not be processed; the box office will follow up with you.
• An Additional donation not processed alert email goes to the box office address, with the amount, the theater, the reason, a link to the order and the patron's contact details. If the donation failed because of a system error rather than the card, the reason says so and the developers are notified

Follow up with the patron to take the donation another way.

Phone Orders

For phone orders, read the card details aloud and enter them carefully. Ask the patron to verify the billing ZIP code if the charge is declined.

PCI Compliance

Never write down or store credit card numbers outside of Stagemgr. The system handles card data securely through Stripe and does not store full card numbers.

Cash

Cash payments are recorded when the patron pays with physical currency at the box office.

1. Select Cash as the payment type
2. The full order amount is recorded as a cash payment
3. No additional fields are required
4. Ensure you collect the correct amount and provide change as needed

Check

Check payments are used when a patron pays by personal or organizational check.

1. Select Check as the payment type
2. The full order amount is recorded as a check payment
3. Record the check number in the Notes field for reference
4. Ensure the check is made out to the correct payee and for the correct amount

External Payment

External payments cover payment methods processed outside of Stagemgr, such as PayPal transactions or wire transfers.

1. Select External Payment as the payment type
2. The amount is recorded but no actual transaction is processed through Stagemgr
3. Use the Notes field to document the external payment reference number or details

Comp (Complimentary)

Comp orders are for tickets provided at no charge -- press comps, VIP guests, staff tickets, etc.

1. Select Comp as the payment type
2. No payment is collected
3. The order is recorded with a zero balance
4. Comp orders are tracked separately in reports

Comp Tracking

Even though no payment is collected, comp orders still count against inventory. Always create a proper order for complimentary tickets rather than leaving seats untracked.

Flex Pass

Flex pass payments redeem a previously purchased flex pass for tickets.

1. Select Flex Pass as the payment type
2. Enter the Flex Pass Code in the provided field
3. The system validates the code and checks remaining uses
4. If valid, the pass is redeemed and the order is completed
5. The number of remaining uses on the pass is decremented

See Flex Pass Orders for details on purchasing and managing flex passes.

Flex Pass Restrictions

Flex pass redemption may be limited by expiration date and remaining uses. If the pass is expired or has no remaining uses, the system will reject the payment.

Membership

Membership payments use an active membership benefit to obtain tickets.

1. Select Membership as the payment type
2. Enter the Member Code (format: TW-XXXXXX)
3. The system validates the membership and checks eligibility
4. If valid, the tickets are issued under the membership benefit
5. Membership usage limits apply (tickets per performance, per-production visit frequency)

See Membership Orders for details on membership management.

Payment and Order Type Compatibility

Not all payment types are available for all order types:

Payment Type	Ticket Orders	Donation Orders	Flex Pass Orders	Membership Orders
Credit Card	Yes	Yes	Yes	Yes
Cash	Yes	Yes	Yes	Yes
Check	Yes	Yes	Yes	Yes
External	Yes	Yes	Yes	Yes
Comp	Yes	No	No	No
Flex Pass	Yes	No	No	No
Membership	Yes	No	No	No

Payment in Exchanges

When exchanging an order, the payment types offered are the ones the performance allows, with the original order's type preselected when it is allowed. The system calculates the price differential:

• New order costs more: The patron pays the difference.
• New order costs less: A credit or partial refund may apply.
• Same price: No additional payment is needed.

See Exchanges for the full exchange workflow.

Refund Behavior by Payment Type

When a refund is processed, the reversal method depends on the original payment:

Original Payment	Refund Method
Credit Card	Refund issued to the original card via Stripe
Cash	Cash refund issued at the box office
Check	Check refund issued by the organization
External	Refund processed through the original external method
Comp	No refund needed (no payment was made)
Flex Pass	Uses are restored to the flex pass
Membership	Membership usage is restored

An order with several payments has each one refunded on its own tender. See Refunds.

Troubleshooting

Issue	Resolution
Credit card declined	Verify card details, check expiration date, ask patron to contact their bank
Flex pass code not recognized	Verify the code, check if the pass has expired or has zero remaining uses
Membership code invalid	Verify the code format (TW-XXXXXX), check if the membership is active
Payment amount mismatch	Ensure all ticket classes and quantities are correct before processing
Duplicate charge	Check the order list for duplicate orders; contact Stripe support if needed