Difficulty getting the ticket to the customer's email
The customer made the order, the payment was successful, but the message with the ticket did not come to the e-mail address. Such a situation occurs rarely, but it can happen. The reasons may be different. However, they do not determine that the customer will not be able to use the purchased service. Find out how to solve this issue.
Why didn't the customer receive a ticket by email?
The process of purchasing tickets is a process in which 3 entities are involved: Droplabs, the payment intermediary Autopay (formerly Blue Media) and the customer's bank. After the purchase is made correctly, an e-mail message with the ticket is sent. At this stage, the work is carried out on the Droplabs line - the customer's e-mail, which plays a key role in receiving the sent message.
Situations in which the customer cannot find the email with the ticket can occasionally happen for several reasons:
- the customer's mailbox is overflowing,
- message falling not into the main mailbox, but into SPAM or another mail tab. Supplier mailboxes operate in a way that we as Droplabs have no control over,
- customer error when entering the e-mail address in the purchase form, as a result of which the mail does not reach the correct recipient,
- payment method delays, e.g. BLIK. In this case, Droplabs may not receive immediate confirmation of payment. The system activates the ticket and sends it, only being sure that the money is in the account,
- technical problems of the payment intermediary or bank. Even if the client has a confirmation of the completed transaction, as a result of the problem, the information about the correctly deposited money is not provided in a timely manner on the bank — Autopay line or on the Autopay — Droplabs line. In this case, Autopay automatically returns the amount to the customer's account, and the tickets are not activated and sent.
What if the customer wants to use the service but does not have a ticket?
In Droplabs, the Customer Service module is available, within which you can solve a significant part of the customer problems that have arisen. Using this module (menu: “Sold” > “Customer service”) you can search for tickets by selected parameters:
- e-mail address,
- ticket number DROP/TID,
- the name of the client,
- order number DROP/PID,
- payment intermediary ID (appears on the customer's bank statement),
- the answer to the question,
- mobile phone number.
Tickets can also be searched in the Drop Terminal application by clicking on “Search” in the top menu. The available parameters for searching tickets in the application are:
- e-mail address,
- order number DROP/PID,
- ticket number DROP/TID,
- answer to the question.
Those with access to access control (“Sales Panel” in the upper right corner > “Access Control”) can also find tickets by going to the “search” option, where the same parameters for finding tickets are available as in the customer service panel. In the access control there is also a module “Occupancy”, where you can go to the list of tickets for a given date, find a ticket and uncheck its use. Importantly, the “Occupancy” module can only be used for tickets with a choice of a specific date.
Thanks to the ticket search engine, the person verifying the tickets or working in customer service can quickly find them and verify that they are paid correctly, and finally log the use.
Moreover, in the customer service panel there is also the option to correct the customer's email address and send them tickets again (a function available after clicking on the “three dots” in the order details).
What does the transaction status “Pending payment” mean?
If the transaction status “Pending payment” appears after searching for the ticket, you cannot be sure that the money will eventually flow to the sub-account, even if the customer presents a confirmation from the bank or from Autopay (a very rare but possible situation). In this case, we recommend recommending the customer to re-purchase, preferably using another payment method (e.g. BLIK) and instruct the customer to report to you as a seller if they do not receive an automatic refund from Autopay for the first payment. If the transaction is finally approved, it will be possible to return it in the customer service panel.
Droplabs system and minimizing the consequences of problems with the arrival of the ticket to the mail
We keep up to date on the development and updates of the mail programs most frequently chosen by customers to maximize the deliverability of ticket mails.
After paying for the order, Droplabs instructs the customer on the store screen to wait for confirmation of the transaction. We load ready-made tickets on this screen. Most customers get their tickets from this view, not from email. Tickets load even if the customer's mail has problems or if the customer entered an incorrect email address when placing an order.
In addition, the system gives you the opportunity to save tickets to Apple Wallet. All this for the sake of the customer, his convenience of buying in a given attraction and in order to minimize problems with finding tickets.