This troubleshooting guide will address common issues clients experience when using the reservations feature of the box office screen. Reservations are unpaid ticket orders that can have payment applied to them later.
We sometimes hear from clients who are concerned that a reservation has "disappeared" from their system. There are several ways a reservation can be released after being put on reserve:
1) A user of your system has opened the reservation (by clicking the On Reserve link) and chosen to release the tickets. In this case the tickets are released back into inventory and if no tickets are remaining to put back on reserve, the reservation is completely gone.
2) The patron uses the link in their reservation confirmation email to cancel the reservation, meaning they don't want the tickets and the reservation is released and is then gone.
3) A user of your system opens the reservation (by clicking the On Reserve link) and then fails to put the order BACK on reserve. If the order is left in an open state on the box office screen, it may time out like any other order left in this state and after about an hour will release the tickets back into inventory and the reservation is then gone.
4) The final option is to convert the reservation into a completed order by opening the reservation and applying payment and selling the tickets. The order then is no longer on reserve and is instead a completed order.
If none of the above scenarios happen, then the reservation will remain until one of the above happens.
For step by step instructions for processing reservations see Box Office help documents.