We are often asked questions about fees. Your fees are referenced on your current customer agreement. Refer to that document for specific fee amounts.
These fees are charged to the Client Organization, NOT to your patrons. If you wish to set up fees to charge your patrons that can be done as per-ticket or per-order fees. You can see the pricing help documents in the setup section of the help files for more details on how fees can apply.
To help explain how fees apply:
Per Ticket / Per Retail Item Fees
Any ticket issued will be charged your client fee. Fees will typically vary by mode of sale, and for $0 tickets, and all retail items sold via the retail screen. Fees differ based on what type of ticket they are or how they were issued, depending on your individual client agreement. (See your most recent Client Agreement.) These per ticket/item fees can differ based on the following definitions:
- Online sales - tickets or retail items purchased via the public pages by patrons
- Box office sales - tickets or retail items sold via the administrative screens under the Box Office tab.
- Door sales - tickets sold via the Door Sales screen.
- Comp or $0 tickets - If your client agreement has a special rate for comp or $0 tickets, It includes all forms of $0 tickets (comps, tickets priced at $0, discounted to $0, and tickets redeemed on passes issued for $0).
These fees DO NOT apply to the sale of:
- gift certificates (including recharging) - fees will be charged when the gift certificate is redeemed for tickets or retail items
- pass purchase - standard fees will be charged when the pass is redeemed for tickets
- ticket add-ons - they are considered part of the ticket so there is a fee for the ticket itself only
Fees vary for box office, online, door sale and comp tickets. See your current customer agreement for details of the actual fees. Note that there are no fees added when a ticket is exchanged within a show, one performance for another, or for the same performance. If you release a ticket on one performance in order to purchase a different performance, then the normal fee applies.
For clients using the Enrollment system for class registrations the fee is usually whatever is your highest fee for tickets (online or box office) for each registration.
Box Office Handling Fee
Your client agreement may include a box office handling fee that applies PER ORDER, not per ticket, for any Box office or Door Sale purchase including tickets and retail items. Note that this fee DOES NOT apply if the only items purchased are a Gift Certificate, Pass or Donation. This fee is often passed off to the patron by applying an order fee. Ask your Client Services Rep for assistance if you want to set this up. This fee does not apply to purchases made by patrons via your website nor retail sales where the overall retail item total is under $3.
There are no client fees for donations made to your organization.
These fees are the cost of using the system. Instead of charging a large amount for software purchase and upgrades or customer service contracts, we charge simple fees for transactions in the system. This way when you are not selling tickets, you are also paying no fees. Fees are not refunded in such cases as patron ticket cancelations or user errors.
Fees applied when using Our Merchant Account
The following fees apply when you are using our merchant account for credit card processing. They apply only to credit card transactions. If you are using your own merchant account then these fees do not apply to you. (You will want to check with your merchant provider for their fees.)
This is a credit card industry term for the percentage charged on the overall transaction. There will be one rate for Visa and Mastercard transactions, and a higher rate for American Express and Discover transactions, since those companies charge higher rates. See your agreement for the exact rates.
This is a credit card industry term for a single amount charged once for the entire transaction, NOT per ticket or item. See your agreement for the exact fee amount.
NOTE that the above fees are never refunded, even if you refund the patron for a purchase. CC Processors charge these fees per transaction, regardless of any refund back to the patron.
Standard fees for the credit card industry include fees to the vendor for any chargeback that a patron initiates for a charge appearing on their credit card, whether that chargeback dispute ends in favor of the vendor OR the patron. Due to this, we must charge a $40 fee for any chargeback that your patron initiates via their credit card company. If the dispute ends in favor of the patron, we will also debit the amount of the credit card transaction from your income disbursement, since that amount will be refunded back to the patron credit card.
Fees when using your own merchant account
If you are using your own merchant acct, any fees related to those credit card transactions will not display anywhere in the system or its reports. External merchant fees, including any fees for an Authorize.net account, will be detailed on those external statements.
updated 4/29/20 by Patrick Spike