Cheatsheet
This guide is intended for floor managers and staff. Feel free to share this link with your staff to pull up on their smartphone.
If you sell Concessions, first ensure Tickets is selected in the dropdown at the top left corner.
Tap the following:
- Movie title
- Showtime
- Quantity
- Ticket type (note if you have more than 4 ticket types, they will scroll to the right)
- Select the payment method and finalize the order
Tap the following:
- Movie title
- Showtime
- Select Seats
- Tap Continue
- Select the ticket type desired for each seat being purchased
- Select the payment method and finalize the order
Tap the calendar in the top bar. In the calendar, any days with showtimes will be white and tappable, and any days without showtimes will be grayed out. Select the desired date and continue selling tickets as normal. Note that when a future date is selected, the date in the top bar will pulse red.
- If the "Print Tickets" checkbox (above the payment buttons) was checked before the order was finalized, the tickets will automatically print out when the order is finalized.
- If the box was left unchecked, then there will be a Print Tickets button on the order summary screen.
In some cases, you may want to scan a ticket directly from the box office. After finalizing an order, there is a Scan button on the order summary screen. When you tap the Scan button, found next to the Print button, you will be prompted whether you wish to scan all the tickets for the showtime.
General Admissions showtimes can be oversold. Reserved Seating showtimes can't be oversold, unless they are artificially marked Sold Out in the Scheduler (in this case, there will still be seats available).
To oversell, choose the tickets or seats as you normally would when selling tickets. If you are not logged in as a manager, a prompt will appear asking for a Manager Pin. If you are logged in as a manager, a prompt will appear to let you know you are overselling. Continue past the dialog and sell tickets as usual.
- Toggle the dropdown in the top-left corner from Tickets to Concessions.
- Tap the Concessions Category.
- Tap the Concession item to add to the order. For multiple of the same item, simply tap the item multiple times.
- Select the payment method and finalize the order
Note: you can add tickets and concessions in the same order. If the list of items in the order is long, the list is scrollable. Tickets will always appear at the top.
- Add all of the items to the order. You can add both tickets and concessions.
- After all items are added, tap the "Apply Discount" checkbox above the payment buttons
- A search field will appear. Enter the customer's member code, promo code, ticket pack code, email address, or last name and submit.
- A list of the codes matching your search will appear. Tap on the row to apply the discount.
- Select the payment method and finalize the order.
Note: If you need to remove the discount after its been applied, tap the Apply Discount checkbox again to uncheck it. If you add or update any items in the order after a discount has been applied, the box will become unchecked. You can tap Apply Discount again after you are done editing the items in the order.
A Print Receipt button will be available after every order is completed, on the order summary screen. It's also possible to look up an order using (see Finding Orders below), and then select Print Receipt for that order.
Tap Find Order in the top bar. Enter the customer's order ID or email address, then tap on their order.
To find the most recent orders in the box office app, tap Find Order and press on the "return" button without entering anything to bring up the 20 most recent orders.
If you need to find a cash order, you can enter "cash" into the search field to bring up recent cash orders.
- Find the order using Find Order in the top bar
- Tap the Print Tickets button below the showtime
- Find the order using Find Order in the top bar
- Tap the Email button
- Enter the customer's email address and tap Send
Note: If a customer has a previous purchase in your site using the entered email address, this action will attach that order to the customer. If the email address has not been used previously, a new customer will be created.
- Find the order using Find Order in the top bar
- Tap Exchange
- Check the boxes on the tickets you'd like to exchange
- Exchanging to a General Admission showtime:
- On the left side, select the new showtime and ticket types you'd like to give the customer
- Exchanging to a Reserved Seating showtime:
- Select the same showtime (if just changing seats or ticket types), or a new showtime.
- If exchanging tickets from the same showtime to different seats: tap on the current seats to deselect them, select new seats
- If exchanging tickets from the same showtime to different ticket types: when the seat map comes up, leave the existing seats selected
- If exchanging for a different showtime, select the seats desired for the new showtime.
- Tap Continue
- Select the desired ticket type for each new ticket
- Finalize the Exchange
- If the tickets are the same price, tap Done
- If there is a price difference, collect the payment or issue the refund.
- Optionally email the order confirmation, print the tickets, or print a receipt.
Note: only tickets can be exchanged.
- Find the order using Find Order in the top bar
- Tap Refund on the Showtime or Concessions you'd like to refund
- Check the boxes on the items being refunded
- Finalize the refund:
- If you'd like to give a full refund to the customer: tap the payment type and submit the amount.
- If you'd like to give a partial refund, or you are simply voiding the tickets and not giving a refund to the customer, tap the desired payment type, and edit the amount in the number pad before submitting it. All of the selected tickets will be released and will become available for sale again, regardless of the amount refunded to the customer. Refunds cannot be split between payment types, any refund payment you submit will finalize the refund, even if not the full amount.
- Optionally email the order confirmation, print the tickets, or print a receipt.
If you lose connection to the printer or card reader at any point, the app will stop offering any print options (tickets or receipts) or the Read Card button when choosing the Credit Card payment method. Tapping the Reset button in the top bar will re-establish the connection, as long as the peripheral is online.
If you are having persistent connectivity issues, or ongoing issues with the app, occasionally it can help to restart the app, by double tapping the iPad home button and swiping the app off the screen, or by restarting the iPad.
However, it's important not to quit out of the app when there is an order in progress. If you need to back out of an order after it's been started, always tap the Reset button in the top bar, or the trash can icon on each item in the order. This will ensure the tickets are released immediately.
If you have already accepted a partial payment and need to cancel an order, first complete the transaction with cash, and make note of the order ID. Pull the order back up via Find Order, and then perform a refund or exchange as needed. Quitting the app while an order has a partial payment will retain the payment while not issuing the tickets to the customer. If a guest asks for a change to their order after providing a partial payment (for example, wanting to change their ticket type), it would be best for the team to complete the current transaction, then process an exchange for the different ticket type. Never quit the app after taking payment for an order because the customer will be charged but will not receive a successful ticket order, and it will lead to a discrepancy in the reporting.