Managing Booked Tickets and Payments

Once you are selling tickets, you will want to view and manage existing ticket bookings and payments.

Free vs. Premium

Some of the ticket features (selling agent, ticket type, price components, etc.) are only available in the “Premium“ version.

Bookings, tickets and payments

The following definitions are very important for managing tickets and payments:

  • A booking can be understood as a shopping cart that is being composed and paid for by the customer. It contains one or more tickets. One or more payments can be made for a booking.
  • Each booking is assigned to a customer. Either the customer himself makes the booking, or an agent does it for him.
  • Bookings cannot be viewed as such, only tickets and payments of a booking are visible in the administration area.
  • A ticket is the entitlement to use an operator’s services. There are single-ride tickets, and there are multi-ride tickets with reservations. A ticket contains of one or more connection sections, one or more price components, and one or more passengers. It also hold a reference to the customer who made the booking.
  • A payment is the process of submitting account information to a payment service provider in order to buy the tickets of a booking. A booking can have more than one payment, which may happen if a payment fails. This can happen for example if the customer has a typo in the account details, or if the payment gateway is temporarily overloaded.

View and manage tickets

Tickets are managed on the Administrator page. The access to this page is restricted to users with “Administrator” or “Customer Support” capabilities. This overview shows all booked tickets, with the most recently created tickets on top.

List view

Search fieldsPeriod: Select the period of the booking date.Tour ID: Alternatively, show only tickets for a single tour.Agent: Restrict the search to tickets of this agent (or bus driver).Customer: Restrict the search to tickets where the customer’s name contains the entered search term.PropertiesTicket code and type: Clicking the ticket code allows downloading the ticket.Time and date of booking: The date and time of creating the ticket.Tour ID: Tour ID for this ticket. If the ticket is for a transfer connection, there are multiple tour IDs. Clicking the tour ID switches to the utilisation page.Seats: Number of seats occupied with this ticket.Stations: Departure and final destination station.Status: Current ticket status (see section “Ticket status” below).Agent: If the ticket was booked by an agent or a busdriver, the name is visible in this column. Otherwise it will remain empty.Customer: The customer’s name. In some situations, the name remains empty, for example if the ticket was booked by the bus driver during boarding.Payment: The ID of the payment process. A ticket may be associated with more than one payment, if there were failed or abendoned payments. A green payment ID indicates a successful payment, gray means pending or abendoned, red means failed.

Ticket status

There are four types of status a ticket can have are:

preliminaryThe ticket has just been added to the cart, the customer is still in the booking process. In this stadium, the seats occupied with the ticket are reserved for the customer and cannot be sold to a different customer.
staleIf a booking is not being finished within 60 minutes, the ticket becomes “stale”. This means, the booking process can still be finished, but the seats are no longer reserved. If the booking is finished while there are still seats available, neither the customer nor the operator will know that the ticket had the “stale” status. However, if the booking is finished while the maximum utilisation has been reached, the customer will be notified that the booking has failed and he/she should contact the operator. This is really an edge case, but cannot be completely avoided, due to the nature of online shopping.
validAfter a ticket has been paid, it becomes “valid” and may be used for travelling.
cancelledA previously valid ticket may be cancelled by an administrator, for example if the customer has changed his/her mind. The policies for cancelling tickets and refunding payments are entirely up to the operator. For Tixys, a cancelled ticket simply means that it can no longer be used for travelling.
Preliminary and stale tickets must not be edited without the customer’s consent, because modifications may cause errors during the customer’s booking process.

Edit view

Ticket code: Clicking the ticket code allows downloading the ticket.Ticket type: The type of the ticket (single-ride, multi-ride, reservation) can be altered, although this is seldomly useful. The selection makes mostly sense while creating new tickets on this screen.Connection: The current connection section (or sections, if it’s a transfer connection) of this ticket. If this is a multi-ride ticket, the relation (start and destination station) will be show instead.checked in: Indicates if the customer has checked in for this tour. This checkbox may be toggled to alter the check-in status manually for a given connection section.Change connection: Clicking this button will open a connection search, similar to the one in the booking area, which allows setting a completely different connection for this ticket. This is extremely useful if the customer wants to travel at a different date, or if the ticket’s connection has to be changed for another reason.Price components: Shows the total price, the applied V.A.T. and the country in which the V.A.T. is due. If the connection spans more than one tax legislation, there will be more than one price component.

Passengers: Add, remove or modify the passengers on this ticket.Customer: Change the customer’s personal information.Comment: A comment may be saved with the ticket. The comment is only visible to system users with ticket editing privileges.

View and manage payments

Payments can be viewed on the Administrator page. The access to this page is restricted to users with “Customer Support” or “Administration areaBookingsPayments” capabilities.

A payment can have lots of different details, depending on the payment method selected by the customer.

Tixys does not store customer’s account information such as credit card numbers. It does, however, store transaction details, and, depending on the payment method, a “fingerprint” of the account details – for example the last four digits of a credit card number – to help identifying payments.
Payment objects cannot be altered in the administration area. To make modifications to payments, such as partial or full refunds, you must use the tools provided by the payment service provider. This is because Tixys has no access to your payment account. We can only “arrange” payments, everything else is up to the account owner.