Split Orders

Role: Box Office Staff, Administrators

Splitting an order divides a multi-ticket order into two separate orders, each with its own subset of tickets and seats. This is useful when part of a group needs different handling.

Navigation: Stagemgr > Orders > Ticket Orders > [Select Order] > Split Order

Overview

The split order feature takes a single order containing multiple tickets and divides it into two new orders. The original order is marked as Split (a terminal state), and two new orders are created, each containing a portion of the original tickets.

When Is Splitting Available?

The Split Order button appears when all of the following conditions are met:

Condition	Requirement
Number of tickets	Order must contain more than 1 ticket
Order status	Must be Processed, Unclaimed, or Fulfilled
Payment type	Must not be paid with a Membership

Single-Ticket Orders

An order with only one ticket cannot be split. There must be at least two tickets to divide.

Split Process

Step 1: Initiate the Split

1. Navigate to the ticket order you want to split
2. Click Split Order
3. The split interface appears, showing all tickets on the order

Step 2: Assign Tickets to New Orders

The interface displays all ticket line items from the original order. You assign each ticket to one of the two new orders:

Assignment	Description
Order A	First new order -- receives the assigned tickets
Order B	Second new order -- receives the remaining tickets

Each ticket must be assigned to exactly one of the two new orders. At least one ticket must be in each order.

Step 3: Seat Redistribution (Reserved Seating)

For reserved seating orders, seats must be redistributed along with the tickets:

1. Each seat assignment from the original order is linked to a specific ticket
2. When tickets are assigned to the new orders, their seat assignments follow
3. Verify that the seat distribution makes sense (e.g., keeping adjacent seats together for groups)

Step 4: Confirm the Split

1. Review the ticket and seat distribution between the two new orders
2. Confirm the split
3. The system creates the two new orders

What Happens During a Split

Item	Result
Original order	Status changes to Split (terminal)
New Order A	Created with assigned tickets, same patron address, same payment proportionally allocated
New Order B	Created with remaining tickets, same patron address, same payment proportionally allocated
Ticket line items	Redistributed between the two new orders
Seat assignments	Moved to the corresponding new orders (reserved seating)
Payment	Distributed proportionally based on ticket values
Order notes	Original order notes are copied to both new orders

After the Split

Each new order is an independent order that can be managed separately:

• Exchange one order while keeping the other
• Refund one order while keeping the other
• Refund to Donation on one order
• Fulfill each order independently
• Further split either new order (if it has multiple tickets)

The original order remains in the system with Split status for audit purposes. It references both new orders.

Common Use Cases

Partial Refund

Since Stagemgr only supports full-order refunds, splitting enables partial refunds:

1. Split the order, placing the tickets to be refunded in one order
2. Refund that order
3. The other order retains the tickets the patron wants to keep

Group Separation

A group purchased tickets together but some members need changes:

1. Split the order to separate the members who need changes
2. Exchange, refund, or modify the separated order as needed
3. The remaining group members' order is unaffected

Partial Donation

Some tickets in an order should be donated while others are kept:

1. Split the order to separate the tickets being donated
2. Use Refund to Donation on the donation portion
3. The other order remains as-is

Plan Before Splitting

Decide exactly which tickets go to which order before starting the split. This avoids confusion and ensures the right tickets end up in the right order.

Important Rules

1. Terminal operation -- The original order becomes Split and cannot be restored
2. Two orders only -- Each split creates exactly two new orders. To split into three, perform a second split on one of the new orders.
3. Same patron -- Both new orders are associated with the same patron address as the original
4. Audit trail -- The original order references both new orders, and each new order references the original
5. Membership restriction -- Orders paid with a membership cannot be split

Troubleshooting

Issue	Resolution
Split button not available	Verify the order has more than one ticket, is in an eligible status, and was not paid with a membership
Cannot assign seats correctly	Review the seat map to ensure each seat is assigned to the correct new order
Need to undo a split	Not possible; manage the two new orders individually instead
Payment distribution seems wrong	Payment is split proportionally by ticket value; verify the ticket class pricing