Introduction
A cancellation survey enables you to perform a user-friendly batch survey among all ticket buyers that are affected by cancelled events.
The results are gathered in a clear overview of user-lists per option in the new module "Cancellation survey" in the marketing section of your dashboard.
All responses will automatically be linked to a visitor account. The survey is placed in the "My Account" part of the website and only accessible to logged-in users.
Take note! A second reason to force a login is to make sure that IBAN account numbers can be linked to a verified visitor. Without the account check, anyone can fill in an email address and IBAN number and could get a refund without having bought tickets.
The survey features an introduction text with the option for a personal greeting and an option to log out in case of multiple accounts on the same device (texts can be changed in the "Template texts" module, about which you can find more info below).
The survey features a maximum of 4 predefined options:
- Voucher/personal budget
- Refund
- Donation
- Something else
Take note! Vouchers can usually be a valid payment method on the website. But it is different for each ticketing system, and in some cases it is not possible to offer voucher payments when the ticketing API does not support it.
Ask a Peppered Consultant if you are not sure about the voucher/personal budget options on your website.
Configuration of the form
Each option can be deactivated in case you do not need it, and the order in which the options are visible can be changed in the "Control panel" module in your dashboard (look for "cancellation").
If you do not have access to the control panel, please contact a Customer Success Manager. All texts are pre-filled and configurable in the "Template texts" module. Search for "FE3_Cancellation".
Furthermore, the form can be used in two ways:
1. Using one general form for all situations (all bookings)
A general form is available for all websites with online accounts. You can use the relative URL /mijntheater/annulering
(for example: https://www.myvenue.com/mijntheater/annulering).
When filling in the form multiple times, previous attempts are overwritten, so there will always be just one response per visitor.
2. Using a dedicated form for each event
Using a dedicated form for each event is also a possibility for all websites with online accounts. You can use the same relative URL and add the box-office code of the event at the end:
/mijntheater/annulering/12345 (for example: https://www.myvenue.com/mijntheater/annulering/12345).
If the box-office event code is present in the Peppered database, the title of the event will be shown on the form and the box-office code will also be stored in the response:
When filling in the form multiple times for one event, previous attempts are overwritten, so there will always be just one response per visitor per event. The date of the latest response is logged.
Dashboard module
Within the marketing menu you will find the "Order cancellation" module. Here are all responses to the cancellation survey gathered. You can search on Visitor box office ID, email address, Event box-office ID and chosen payment method. By checking the box "Export to CSV" while searching, an export will be generated of your search.
You can also leave the search field blank to export all data at once.
You can use the dedicated form per event alongside the general form. When the general form is used, there will be no event box-office code in the stored response.
FAQ
Why do people need to log in?
After logging in, each response can be automatically linked to a visitor account, which saves a lot of time looking up a person. The visitor account Box-office ID will be retrieved and shown in the dashboard module with each form submitted.
Also, a login makes the entire data collection much safer. We are gathering IBAN numbers and without the extra check of a login anyone could enter an e-mail address of somebody they expect (or know) has bought tickets, and then use their own IBAN to get the refund.
Why not use a Google form?
You could use a Google form to acquire data from your visitors. However, Google is an American company and, although they should abide to European GDPR rules for their European customers, it is outside your control what happens with the gathered data. Do you have a data processing agreement with Google ("verwerkersovereenkomst")?
Also, the solutions as mentioned in the first FAQ entry do not apply to a Google form.
There is no name field to accompany the IBAN account number. What if the IBAN account belongs to somebody with a different name?
A name is no longer necessary when transferring money to an IBAN number.
If you really want an extra check, you could tell people to use the "comments" field and also add instructions to the help text of the IBAN field in the form: "When the name of the owner of the IBAN account is different, please mention this in the "comments" field."
Does the form also work with events in the past? These events are not always visible on my website.
Yes.
Can the form be disabled after somebody has submitted it?
We do not want the visitor to change the data over time. People are able to change their response after they filled in the form. Newer responses will overwrite older responses. Only one response per event will be kept (the latest one). The date of that response is also logged.
If you process cases on a daily basis, first make an export of the cases you want to process. Save the export for future reference and to compare to newer responses if needed.
Is there an option for a visitor to agree to the new date of a rescheduled event?
No, the form is specifically designed to track preferences for cancellations. If you want confirmations for rescheduled events, you need to find another way to do so. An option might be to e-mail all visitors of a rescheduled event to inform them of the new date, and ask them to fill out the form only if they do not want to keep their tickets. When you agree on the new date, you do not have to fill out the form.
How can I see which visitors have not responded to my mailing (yet)?
The cancellation survey is not linked to the mailing module. The form also works with other mailing software.
If you want to track people who haven't responded (yet), you can compare your mailing list with the exported responses in the cancellation module.
When will vouchers or a personal wallet be available as a payment method on the website?
For most ticketing systems we already offer voucher and/or personal balance payment options. Check with a Peppered Expert if this is not the case with your ticketing system.
What if a visitor wants to use multiple options, like half refund, half donation?
That is where the "other" option is for. We deliberately have kept the form simple and clear.
Are refunds via Mollie automatically processed in my ticketing system?
That depends on your cancellation process. If your ticketing system supports direct cancellations, they might have automated the money refund.
Can I change the order of the options in the form, or disable an option?
Sure, the "Control panel" module enables you to define which options you want to use, and in which order. Just enter the options you would like to use and put them in the desired order, separated by a comma: voucher,refund,donation,other or donation,voucher,other, etcetera.
Does this form connect to the Box-office system?
No, this form will collect data and store it in the Peppered database, where it can be exported.
An integrated cancellation survey option is available but currently only available for Itix. (see Cancellation Survey (Itix & Ovatic only)).
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