Frequently Asked Questions

Frequently Asked Questions

Selling tickets is our speciality, but we understand that you might have questions when it comes to managing tickets sales.

Here are some FAQs from our clients.

How much does it cost?

We have a range of price options for your events. Fees are charged per ticket and range from £1 to £3 depending on which one of our packages meets your needs. We have more bespoke options if your event is a bit more complicated. We’re here to help so just ask if you’re unsure.

 

Can I use Selladoor Tickets for free events?

We’re happy to provide ticketing for free events if the attendance is expected to be over 500 tickets. As we put the same expertise into all our clients’ projects we want to ensure that our time is dedicated to those we can help the most.

 

How do I sell tickets through Selladoor Tickets?

If you’re ready to start selling tickets for your event just head over to the Start Your Setup page. Fill in the form on the page and we will get back to you as soon as possible. We’ll setup the event and provide you with a booking link to your dedicated event page.

 

How do I get money from Selladoor Tickets?

The Monday after your event has taken place we’ll send you a final sales report (don’t worry, we’ll have already removed any fees). You’ll then need to provide us with an invoice for the amount with details of the account you’d like the funds transferred to. This is known as a ‘settlement’.

 

Can my customers request a refund from Selladoor Tickets?

You can view our standard terms & conditions here. You can set your own refund policy and we’ll make sure this is applied to your sales. Please let us know if your policy differs from our standard T&Cs and we’ll make sure they published separately.

 

Can I cancel or reschedule my event?

Yes, events can be cancelled and rescheduled. We’ll make sure your customers are contacted with instructions on what to do next.

They’ll get the option to have a refund or credit for another Selladoor Tickets event if the event is cancelled.

If you need to reschedule a performance, let us know and we’ll be able to change the dates and let your customers know.

In the event that you need to cancel/reschedule an event, we’ll ask for a £50 one-off fee to cover the cost of administration and transaction fees we incur from our bank.

 

Do you offer ticket insurance?

Yes, as standard we offer ticket protection through SecureMyBooking.com. This is charged at an additional £2 per ticket. If a customer is unable to make an event that still takes place they’ll be able to claim a refund through SecrureMyBooking at no cost to us or you.

 

How do my customers receive tickets?

We encourage that tickets are sent via email. Etickets can either be printed or shown on their phone for entry. Customers can also download tickets from their online account by logging in and clicking on the Etickets tab.

We can also provide a ‘care of from Box Office’ service and provide a list of customers to check off on entry.

 

How long does setup take?

We’ll get your event set up as quickly as possible. For our Essential package, this can usually be done in 48 hours or less. For Advanced and Premium packages this may take a little longer but we’ll work as quickly as we can.

 

Are there any signup fees?

Nope! There are no signup fees.

 

What payment methods are accepted?

We accept Debit and Credit Cards (Visa, Mastercard, and Maestro). We also accept Theatre Tokens and Selladoor Gift Vouchers.

We do not accept American Express.

 

Can I collect donations through Selladoor Tickets?

Yes, we can collect donations on your behalf. This will be part of your post-show settlement.

 

Can I use Selladoor Tickets to ticket private events?

Yes, we can make your event page private so it doesn’t appear on our What’s On. We’ll provide you with a special link – this can be password protected too if you need it.

 

Can Selladoor Tickets integrate with my website?

It is possible, but we’d recommend a direct link to the booking page.

 

Do I get to collect customer data through Selladoor Tickets?

Yes, if you’re using our Premium package and you’d like us to ask bookers if they want to hear from you in the future, this can be arranged. We’ll be able to provide you with a secure list of contacts. You’ll need to contact them to let them know they’re being added to your contact database and allow them to opt-out if required.

 

How do people find and book my event?

We’ll list your event on our What’s On page and provide you with a direct link. You can also copy the link directly from your web browser.

 

Where can I get support on Selladoor Tickets?

You can contact us by email with any queries – selladoor.tickets@selladoor.com. We’ll get back to you as quickly as possible.

 

Can people book accessible seating?

Yes, with details, we can provide accessible seating and tickets. Just let us know about the requirements at your venue and we’ll make sure everything is ready. We can also record access information to provide to you front of house team.

 

Do you have a promotional newsletter?

We currently don’t send a newsletter, however, we do provide promotional support via our social media channels. These are linked in the footer of the website.

 

Do I need any software to run Selladoor Tickets?

No, our system, Spektrix, is cloud-based and can be accessed anywhere. If you have a mobile box office as part of your package we’ll be able o set this up with just an internet connection.

 

What data do you collect on customers?

We ask customers for their contact details so we can get in touch with them about their tickets if there are any problems. For card processing, we ask for their address to ensure that payments pass our merchant banks’ security measures.