Client Support Center


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Account Manager (Business Development)

Your Account Manager is a member of the Business Development team and acts as a resource for onboarding, proactive support, and any high-level question you have about your partnership with See Tickets to ensure you are getting the most out of it.

Your Account Manager will work in tandem with your Client Service Manager who is a member of the Operations team and is your direct See Tickets support for anything product-related, such as setting up new accounts, training your team on the system, managing equipment needs, complex event set up, and can guide you to the best possible deployment of the See Tickets platform for your events.


Allows additional scans to be applied to a ticket for products, items, or access for an activity or attraction. For example, a ticket may come with a ‘free drink’ that can be scanned at the bar, or a fairground ride at a festival. Attractions are added on the client level for use on the event level. These scans are in addition to the standard entry scan and are not added to attendance counts.

Affiliates / Affiliate Network

Third party websites or marketers who earn a commission for marketing See Tickets events. The Referral Network gives exposure to See Tickets events by offering markup and bounty incentives to affiliates in exchange for promoting events on their web pages, apps or other sources with the aim of selling more tickets. See Tickets leading affiliates are BandsInTown, Songkick, and Discotech.

Affiliate Fees

  • Affiliate Markup: A fee that is added to the customer total (up to 0.50 cents) for tickets sold through the affiliate network. The fee is paid by the customer and goes directly to the affiliate.
  • Bounty: Allows the option to offer an incentive to affiliates which is deducted from the face value.

Audit Trail

A detailed record per transaction of all box office activity that occurs for an event. This includes, but is not limited to scan data, ticket sales, refunds, and reports. 


A temporary hold on a customer’s credit card for the amount of the order. An authorization guarantees that we can collect the funds from the customer but does not actually move the money. When the authorization is captured, the funds are then allocated to the bank. If the authorization is voided or rejected, the amount will be released and returned to the customer within 3 to 5 business days. 

BOCA Printer

Thermal ticket printers used by See Tickets.

Box Office

A suite of tools used on site or at the venue during an event. Includes entry (access control), ticket sales, will call and support. Clients can use the box office software on a desktop computer or laptop via an internet browser or limited access via the See Tickets Box Office iOS App on an iPhone or iPad. 

Box Office Receipt

PDF receipts sent to the customers for purchases made in the See Tickets Box Office.

Cart Abandonment

Automated reminder email sent to customers who placed a ticket in their shopping cart but did not complete their purchase.

Change Log

A record of edits and additions made to an event such as event name, price updates, ticket descriptions, etc. The log includes the date, time, and user. 


A transaction disputed by a customer directly with their bank or credit card company. Reasons for disputes include fraud, duplicate charges, services not rendered, etc. When a chargeback is recorded, a $25 fee is assessed to the client account.  See Tickets fights every chargeback but the banking institution decides if the money is returned to the customer or not.  


A person or organization using the services of See Tickets to sell tickets for their event(s).

Client Dashboard

The hub for managing an account. Includes current and past events, settings and tools. Changes made at the client level will affect the settings on all events on the account.

Client Revenue

Fees that are paid directly to the client. Includes: Ticket Price, Facility Fee, Tax, Donation, Client Delivery Fee, Client Processing Fee. 

Client Service Manager

Your Client Service Manager is a member of the operations team and is your direct See Tickets Support for setting up new accounts, training your team on the system, managing equipment needs, complex event set up, and much more. Think of this person as the one who can guide you to the best possible deployment of the See Tickets platform for your events. This is not to be confused with your Account Manager who is a member of the Business Development team and is a resource for onboarding and proactive support. Together these team members have the goal of creating the best possible experience at See Tickets.  

Confirmation Email

Customers receive a confirmation email which includes details of the purchase along with an attached PDF receipt or ticket. Each receipt is unique per delivery method and includes information which explains how customers use their tickets and view their order details on  the See Tickets website.


A small piece of data sent from a website and stored on a user’s computer by the web browser while the user is browsing. 

Customer Dashboard

Customers are able to view their recent and past purchases, and view and modify their account information, including credit card details.

Customer Fee

Per ticket fee collected by See Tickets.This may be a flat dollar amount and/or percentage calculated on the face value, facility fee, and tax. When combined with the processing fee, it is referred to as ‘Service Fee’.

Data Manager

Customer data collected at point of purchase. Includes name, email address, phone number, total revenue, etc. This information can be accessed at the client level (for all events) or event level (for specific events).

Delayed Delivery

Allows print at home tickets to be emailed to customers with a built in delay. This can help to reduce fraud and scalping. Customers receive the future delivery date in their order confirmation email.

Ticket Delivery Methods

Delivery options for getting tickets to customers:

  • Shipped: Paper tickets or wristbands sent by USPS.
  • Print@Home (E-Ticket): Barcode / QR code ticket emailed to the customer at point of purchase. Can be printed out or scanned straight from a mobile device.
  • Will Call: Ticket is available for pick up at the venue.
  • SMS: QR Code ticket sent via SMS text message with the link to the ticket for scanning as a barcode. (Customers will also receive the print at home email with this method)
  • Delayed delivery (see ‘Delayed Delivery” definition).

Event Dashboard

Hub for managing your event and ticket sales. Includes settings and tools.

Event Image

An image uploaded onto an event that appears on the event page and the PDF ticket/receipt. Additional images can be added below the main image. The event image is also displayed on print at home tickets (E-tickets) on the homepage and on the event discovery app.

Event Upsell

A tool to recommend and ‘up sell’ other events to a customer. Selected events will appear on the ticket page with the option for the customer to add them to their order.

Facility Fee

Per ticket fee which is charged on top of the face value and is paid to the client. This fee can be presented as a separate line item at checkout, embedded in the service fee, or hidden in the ticket price with the service fee. This may be a flat dollar fee and/or a percentage calculated on the face value of the ticket.

Your Client Service Manager can template your desired Facility Fee as a set value or tiered by ticket value. If you do not wish to have your Facility Fees templated, they must be entered by you each time you create an event/ticket type. If fees are not templated, the Facility Fee will default to $0.00. You are solely responsible for entering them. See Tickets is not responsible for entering facility fees, monitoring facility fees, identifying absent/wrong facility fee errors, or paying out for uncollected facility fees.

Facebook Event Co-Host

Allows an event to beco-hosted on an artist’s or co-promoter’s Facebook pages. More information available here.

Facebook Publish

Allows clients to publish events directly to Facebook for wider exposure. 

Face Value

Ticket price before fees are added.

Fee Bearing Ticket

A ticket sold with fees. Excludes complimentary or promotional tickets.


An e-commerce service which moves customers’ credit card payments from their bank account to a merchant account. There can be one gateway per event. Example gateways are Vantiv,, payflow, Stripe, etc.


The top billed, main act on an event. Displayed above the rest of the talent on the ticket page. Talent listed on an event is fed into affiliate sites for additional exposure.

See Tickets partners with who provide email marketing and a Customer Relationship Management (CRM) tool..

Independent Merchant Account (IMA)

Gateway/merchant accounts that See integrate with on behalf of clients. If using an IMA, the client receives the value of the transaction and is invoiced for See’s fees. If using Stripe as an IMA, See Tickets fees are broken out during the customers purchase and an invoice will not be required. 

Link Tracking

Creates a unique URL to the ticket page that is only used with one marketing activity. Typically used to see the relationship between a marketing push and sales, to measure success. Another use would be to track ambassador sales and calculate and award commission.

Mag Card

Plastic card with a magnetic strip which has tickets loaded onto it. Can be scanned or read by a barcode reader or card swipe.

Merchant Account

A business bank account that accepts credit and debit card payments. Established under an agreement between an acceptor and a merchant acquiring bank.


The approval process for events posted on See Tickets before they are pushed live and made available to customers. . This prevents test, duplicate, misleading and fraudulent events from appearing.


A specific date/time tickets for an event go on sale to the public.


When a customer purchases tickets they are placing an order. r. An order can have multiple tickets and can have multiple events associated with it. Each order has a unique order number for reference.

Order Number

A unique alphanumeric reference that is generated by See Tickets system per order. See Tickets order numbers begin with “gn”.

Paper Lists

A printed list that can be used to check in customers at an event, typically used for will call. Includes the customers name, last 4 of the credit card used at purchase, number of tickets in their order, ticket type, delivery method, and seat location (if reserved).

Pass Events

Events spanning multiple days (i.e. multi-day festivals, fairs, conventions, etc.)  Typically a multi day ticket for a pass event has a barcode which is scanned on each day

Payment Plan

Allows customers to pay for their tickets in installments. Generally used for selling festival tickets which exceed $100 in value. All fees must be included with the first deposit (down) payment when the order is placed.

Payment Plan Receipt

A PDF receipt sent in a confirmation email to customers who purchase tickets using a payment plan. Includes future installment amounts with debit dates.

Price Levels

Increases the price of a ticket type based on a quantity of tickets sold/carted, or by a set date/time. This setting is per ticket type. If the price increase is set by quantity sold, the system will trigger the increase once there are no more tickets available at the original lower price, sold OR carted. If carted tickets are not purchased and the released after the trigger, they will remain unsold at that price.

Pricing Chart

A chart, for reserved seating, overlaid on a seating chart to group physical seats and sections together by price and ticket type. Multiple pricing charts can be assigned to a single seating chart, as there may be varying pricing sections for different events.

Promo Codes

A code entered on the ticket page by a customer to gain a price discount, or to simply access restricted tickets. 

QR Code

Quick Response Code is a type of square barcode used on See Tickets print at home tickets and SMS tickets..


Queue-it is waiting room software used by See Tickets to regulate the flow of visitors and protect the See Tickets website, during high demand on-sales. It is a fair and transparent system which provides a good customer experience.

Receipt Image

An event/artist/brand image added to the bottom right corner of a PDF receipt. This can be customized per event or added to an event template to be used on all event PDFs.

Referral Network

A network of websites that help promote See Tickets events in return for a markup and/or bounty for each ticket sold. The referral partner/affiliate uses specific links to track orders.

Reserved Seating

An event which sells tickets for specific allocated seats. Reserved seats are usually given a designated section, row and seat number. Tickets can be sold as best available the customer is automatically allocated the next best available) or customers can pick their own seats.

RFID Wristband

Wristbands featuring a chip which is read by a device at the entrance of an event to determine validity.

Seating Chart

A seating map which shows the location of reserved seats by section, row and seat..

Shipping Receipt

A PDF receipt attached to a confirmation email which is sent to customers after purchasing shipped tickets.


A financial process by which revenue for ticket sales and additional client fees are paid to the client. 


A financial report generated after an event is completed, statements outline debit and credit activity relating to ticket sales. Each line item contains the date/time, item description, event ID, event name, event location, gateway, quantity, rate, and amount. 


An integrated merchant account and gateway option.Ticket revenues go directly to the client and customer fees are diverted to See Tickets. Transaction processing costs are determined by Stripe, not See Tickets.


An individual or group who may have the ability to drive traffic to purchase tickets and can utilize tracking links to track the sales.


Acts/artists that are additional to the headliner on an event. Displayed on the event page below the headliner. Talent listed on an event is fed into affiliate sites for additional exposure.


Allows clients to charge tax on ticket sales. The customer pays the tax on the face value of the ticket, or face value plus fees. All tax collected is paid to the client at settlement and it is the client’s responsibility to pay the tax to their local authorities. 


Allow clients to save information that will be added to multiple events so that event info does not have to be repeated. Different templates can also be created for different types of events. For example, if a set of events is will call only and have a $10 facility fee, then a template can be created with those specific event settings. Templates can be edited at any time, but the changes to the template will only affect new events moving forward.

Ticket Groups

Used to arrange ticket types into a logical order by grouping them on the ticket ordering page.

Ticket Stock

Official See Tickets branded paper tickets that are printed using a Boca printer. Additionally, this term is used to describe tickets that are printed by See Tickets at the request of a client to be used for sales. 

Ticket Type

A ticket category with its own description, price and allotment.

Ticket Transfer

Allows a customer to transfer their ticket(s) to another person. Ticket transfers can be revoked by the original purchaser at any time.

Tracking Pixel

A small piece of HTML code that is loaded on the website when a user visits a website or opens an email, it is not visible to users and can only be found within the HTML code of the website. Tracks website traffic, user behavior and site conversions. Used to acquire data for online marketing, web analysis, or email marketing.

Transaction Value

The total value charged to the customer at checkout, including all applicable fees. 

White Label

A ticket purchase page that is branded to the client’s specifications. Typically “skinned” to match a clients website so customers have a seamless user experience.

Will Call Receipt

A PDF receipt sent in a confirmation email to customers after purchasing will call tickets. 


The location where an event takes place.

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