What are Customer Charges and how can I adjust them?

Introduction

Any fees you pass on to your customers (ticket buyers) are referred to as customer charges.

Customer charges are separate to our system charges (the fee we charge to you).

Customer charges are treated entirely as your revenue, and IWannaTicket does not retain any portion of these charges therefore, customer charges are often included as a component of the total net revenue in reports.

If you enable customer charges, these can be used to offset all or part of the system charges

If the customer charges collected exceed our system charges, you will receive the additional amount as revenue on top of your ticket sales.
If the customer charges collected are less than our system charges, they will partially offset the system charges, with the remaining balance payable by you.
If no customer charges are collected, our system charges are deducted in full from the ticket sale revenue as a direct cost to you

As customer charges are treated entirely as your revenue, you have full control over refunds and rebookings. This means you can decide whether customer charges are refunded or retained.

For rebookings, you can choose to apply the customer charges already paid toward the new booking, or retain them and require the customer to pay the charges again.

This provides superior flexibility compared to other ticketing platforms that do not offer the option to refund or offset customer fees.

Summary

You have the flexibility to add, remove, or adjust all customer charges directly within the dashboard; however, we usually recommend a quick call with an Account Manager to discuss this beforehand.

Help Guide

Customer charges can be set at different levels within the system to ensure maximum flexibility with minimal setup time. Here are the different levels and their functions:

Seller Level (account level) - Standard fees can be set at the account level, applying to all events. This setting forms the top-level and can be overridden by subsequent levels. You can find this setting under the Settings and Finance modules.
Event Level- Specific fees can be set at the event level, overriding the seller-level settings. This allows for individual fees to be defined for selected events. These settings can be found in the event settings under the Fees tab.
Secret Shop Level- The secret shop level allows for the adjustment of fees for specific customer groups, at the point of sale, or for internal transactions. Seller and event level settings will be overridden here. This setting can be found in the event settings, under the Secret Shop Settings and the Fees tab.
Ticket Type Level - For more granular adjustments, a specific fee can be set for a particular ticket type. This setting takes precedence and overrides all previous settings at other levels. You can find this setting in the event settings, under the Ticket Categories tab and then the Ticket Type Settings.

Types of Online Fees

Online fees are charged for each booking made through online shops, secret shops, internal transactions, or purchase intents.

Fixed Ticket Fee -A fixed fee applied to each individual ticket in the cart, regardless of the ticket price. Free tickets are included as well.
Variable Ticket Fee | Variable Cart Fee - A percentage-based fee calculated on the total value of the cart. The percentage is applied to the total price of all tickets in the cart.
Cart Fee - A fixed fee applied to the entire cart. This fee is applied to all carts that include a price. Carts without a price are excluded.
Free Cart Fee - A fixed fee applied to any cart without a price. This fee specifically applies to carts that contain only free tickets or have no price due to a discount.
Rebooking Fee - A fixed fee applied to the entire cart during a rebooking process. This fee is charged for both internal rebookings and rebookings made by the ticket purchaser if these features are enabled.

Types of POS Fees

POS fees are charged for each booking made through the POS system, excluding internal transactions and purchase intents.

Fixed Ticket Fee - A fixed fee applied to each individual ticket in the cart, regardless of the ticket price. Free tickets are included as well.
Variable Ticket Fee | Variable Cart Fee -A percentage-based fee calculated on the total value of the cart. The percentage is applied to the total price of all tickets in the cart.