Procedure AA2011 - The Arts Ticket Center Ticket Sales
Arts and Architecture
Policy Steward facilitating procedure: Dean, College of Arts and Architecture
Table of Contents:
- PROCESSING TICKET SALES
- Subscription Ticket Packages
- Ticket Sales - Individual, Archtics Ticketing System
- Ticket Sales - Internal by Interdepartmental Transfer (IDCC)
- Issuance of Complimentary Tickets
- Returns, Exchanges, and Voids
- CASH AND SALES RECONCILIATION INCLUDING DEPOSIT
- Daily Reconciliation
- Preparing and Making the Deposit
- Preparing Financial Reports from the Archtics Ticketing System
- INVENTORY RECORDS
- RETURNED CHECK PROCESSING
- FINANCIAL RECONCILIATION
- AUDIT COORDINATION - FINANCIAL AND PROCEDURAL
- RECORD RETENTION, DISPOSITION AND DESTRUCTION
- CONTACT INFORMATION
- CROSS REFERENCES
The Arts Ticket Center operated seven ticket offices: Eisenhower Auditorium; Schwab Auditorium; Playhouse Theater; Penn State Tickets Downtown; Esber Recital Hall; the HUB-Robeson Center Information Desk; and Pavilion Theater. All ticket offices utilize the Archtics/Ticketmaster Ticketing System and are connected by the Penn State Backbone to allow the recording and printing of tickets for any event through each office.
The Eisenhower and Downtown Ticket Offices maintain a change fund that has been established with the Financial Officer in accordance with University Policy FN04 - Petty Cash and Change Funds, to replenish the cash drawers at all ticket offices. The Sales Director is responsible for the fund at Eisenhower and the Downtown Ticket Manager is responsible for the fund at the Penn State Tickets Downtown office. The change funds may be used for events at any of the venues operated by the Arts Ticket Center.
This procedure outlines the necessary controls and fundamental responsibilities required to collect and report income attributed to ticket sales. Ticket sales include individual event sales as well as subscription sales for any given event. Events can consist of reserved seating and/or general admission sales.
In order to expedite processing of subscription ticket packages for the new season, the Ticket Manager creates the events in the Archtics Ticketing System and associates a discounted price code for each subscription discount.
Prior to the beginning of a new season, information on the new season is forwarded to previous subscribers and patrons on the targeted mailing list. The patron selects the desired performances and orders tickets from the Arts Ticket Center by mail, fax, phone, or in person. Based on the requirements of a given package the patron may receive a discount for purchasing a particular package.
At the beginning of each shift, an authorized full-time staff member will remove the cash drawer(s) from the safe with the designated change fund for each seller at the ticket window(s). The Point of Sales (POS) Operator will count the change fund, then sign onto the Archtics Ticketing System by user ID and by password. The Archtics Ticketing System provides a report for all transactions by date, time, and operator.
The patron will advise the POS Operator of the specific event performance date and seating preference (if any) for the ticket(s) they want to purchase. The POS Operator will retrieve the Manifest Available screen, Quick Buy screen, or the Mapsell screen (Exhibit "A"), and determine available dates with the number of seats requested through the Archtics Ticketing System. Once the patron has selected the seats the POS Operator will transfer them to the Shopping Cart screen (Exhibit "B") where the price can be discounted if necessary (i.e. full price, student, etc.). Once the appropriate price code has been selected, the POS Operator will proceed to the Buy Screen (Exhibit "C") by hitting the check out key.
The POS operator than applies any necessary handling fees to access the total amount due. Before payment can be applied, the POS operator must search for the patrons account to attach to the purchase. If the patron does not have an existing account, one must be created. The patron may pay the amount due by cash, check, money order, and/or University approved credit cards. The appropriate payment type is selected by hitting the Add key in the payment area of the Buy screen. A small window opens where the appropriate payment type is selected and the check or credit card number can be added if relevant. If a payment amount is entered greater than the amount due, the Archtics Ticketing System will compute the amount overpaid, which is displayed in the lower right hand corner of the Buy Screen. If this is a mistake, the POS can adjust the amount paid at this time. If the account has an overpayment, the monies will be applied to Account Credit to be used on future purchases. If the payment is being split between several payment types, the first payment type is selected and the amount entered. Then the second payment type is selected. The System will calculate the remaining balance and assign it to the second payment type. Up to four payment types can be accepted. Splitting payments to avoid credit card floor limits is not permitted per Procedure FM2009. All checks are made payable to The Pennsylvania State University and are immediately restrictively endorsed upon receipt per University Policy FN01. All payments will be secured in a cash drawer until reconciled and deposited as described later in the CASH AND SALES RECONCILIATION section. The POS Operator will verity the information and request the tickets to be printed by the Archtics Ticketing Terminal. The printed tickets will be immediately noted as "sold" in the system so that duplicate tickets cannot be sold. The POS Operator will review the printed ticket(s) to make sure they match the patron's request and are properly printed and legible.
University Department desiring to purchase tickets initiate an Interdepartmental Transfer (IDCC) in accordance with the instruction for "Interdepartmental Transfer" on IBIS and forward it to the Eisenhower Ticket Office. The Ticket Center Sales and Development Accounting Coordinator records the IDCC on an Excel spreadsheet (Exhibit "D"). The information is verified and the IDCC is finalized and is forwarded to the Center's Finance office.
The sale via IDCC is entered into the Archtics Ticketing System using "IDCC" as the method of payment.
Center for the Performing Arts staff desiring to obtain complimentary tickets for Center events must provide a written request either by email or by completing a Complimentary Ticket Request Form (Exhibit "E"). The complimentary ticket request must be approved by their department's Director (acceptable reasons include Press, promotion, courtesy, fund raiser, etc.) and forwarded the the Eisenhower Ticket Box Office where the request is filled. The Director for the Center for the Performing Arts approves the artist complimentary tickets through the process of negotiating the contract.
A Complimentary Tickets Issued Report (Exhibit "F") is produced from the Archtics Ticketing System listing the date, event, name of recipient, number of tickets, and reason for the tickets given by the department authorizing the complimentary ticket(s). The reports are reviewed by the Ticket Manager and/or the Director of Sales.
The sponsoring organization of any event whose tickets are sold through the Arts Ticket Center establishes its own policies and procedures related to the issuance of complimentary tickets as long as those policies and/or procedures do not conflict with any related University policy and procedure. The organization appoints a ticket liaison who provides the complimentary ticket policy and procedure in writing and places all other ticket requests to the Ticket Manager at the Eisenhower Ticket Office.
It is the Ticket Office's policy not to accept returns unless the event has been canceled or rescheduled. Under these situations, the return will be performed through the Return Ticket function in the Archtics Ticketing System. Returns performed at the time of the initial transaction will be refunded by method of initial payment. If the return is made after the initial transaction and the payment has been processed, the Archtics Ticketing System will note a Check Request on the Batch Details report (Exhibit "G") and Refund Requests prepared in accordance with the instruction for "Refund Request" on GURU.
As a benefit to subscribers, the Ticket Center allows exchanges and returns of subscription tickets at no additional charge. The value of the ticket may be applied to any performance remaining within that season. Single ticket buyers may exchange their tickets but must pay an additional exchange fee. No refunds are given for these tickets. Subscribers may also return their tickets, in a reasonable amount of time in order that the tickets can be re-sold, for a tax-deductible contribution.
NOTE: Tickets purchased by credit card must be refunded by credit card per Procedure FM2009 and Policy FN08.
The Archtics Ticketing System documents the transaction and the operator performing the transaction on the Batch Details report (Exhibit "G"). All tickets have a bar-code which becomes voided the second the ticket is returned to the ticketing system. In the case of a ticket exchange, the replacement ticket information is entered into the Archtics System via the Exchange Ticket function. The system will compute the new charge and determine if there is a balance due or an account credit amount.
If a sponsoring organization wishes to offer an alternate exchange policy to its patrons, this can be discussed in the production meeting with the Ticket Manager and as long as it doesn't conflict with the Arts Ticket Center fees structure or the University policy or procedure the option will be considered.
After the close of business each day, the POS Operator will run the Batch Details Report (Exhibit "G") to provide total sales figures and monies collected. The POS Operator counts the total monies on hand and deducts the amount of the established changed fund from the total monies. The change fund will be separated from the total monies on hand and secured in a locked safe by an authorized staff member until the next sales operation commences. An adding machine tape of all cash, checks, money orders, and credit card reports collected for the day will be prepared and attached to the Batch Details Report. The cash, checks, money orders, and credit card reports will be secured until deposited in accordance with University Policy FN01. The POS Operator will reconcile the sales figures and attendant payments as indicated on the Batch Details Report with the total monies on hand. If out of balance, the POS Operator will research the discrepancy. If in balanced, the POS Operator will date and initial the adding machine tape and take the tape with the monies and the Batch Details Report to an authorized Ticket Center employee.
The Assistant Ticket Manager will secure the monies received for deposit until deposited in accordance with University Policy FN01. The Assistant Ticket Manager will run the Batch Details Report for all users (Exhibit "H") and insure the totals agree with the consolidated deposit totals. If our of balance, the Assistant Ticket Manager will reconcile the discrepancy with the appropriate POS Operator. If in balance, the Assistant Ticket Manager will give the report to the Ticket Manager for approval th en notify the Sales and Development Accounting Coordinator to prepare the Report of Cash Receipts (ROCR) according to the instructions for "Report of Cash Receipts" on IBIS. Any overage or (shortage) must be reported on the ROCR by respectively crediting or (debiting) Fund 0752 (Cash Over/Short). Any overage or (shortage) in excess of FN01 stated limits must be reviewed and approved on the ROCR by the budget administrator.
Police Services makes the deposit with the depository bank according to Procedure CR2004 - Accountability for Transfer of Items of Value (Except Equipment); Procedure CR2005 - Depositing Cash Revenue; Procedure FM2009, Credit Card Sales (Visa/MasterCard/MAC) Electronic Data Capture Processing Authorization, and Policy FN01.
A copy of each report will be filed in the event file in the Ticket Center and given to the appropriate representative of each event.
Perpetual inventory records are maintained at each Ticket Office and recorded on the Inventory Record form (Exhibit "K"). These records provide an audit trail for ticket stock. The inventory items are acquired for the ticket offices through the Center for Performing Arts in accordance with approved University purchasing policies.
Upon delivery of the items to the appropriate ticket office from the supplier, the POS Operator will review the receiving documents with the items actually received. Any discrepancies will be noted on the receiving documents, then signed and dates as received by the POS Operator. The Ticket Manager will be notified of any discrepancies so that he/she can resolve the problem with the supplying vendor or department. The necessary notations will be recorded on the Inventory Record form and the receiving document will be filed by the POS Operator. The received items will be property secured until sold.
The POS Operator will make notations on the Inventory Record form as items are removed for distribution.
Periodically, the Ticket Manager will conduct a physical count of the ticket stock and other inventory maintained at each location. He/she will also review the fiscal documents related to distribution of the inventory to verify that the information corresponds with the inventory documentation.
The Assistant Finance Director compares the revenue credited to the department as indicated on the IBIS system to the ROCRs prepared for the same period, and as appropriate, to the Event Audit Reports and Arts Sales Reports. The Assistant Finance Director will investigate any discrepancies and review with the Finance Director.
Daily sales will be reconciled to daily revenues as outlines in the CASH AND SALES RECONCILIATION section.
It is the responsibility of the Financial Officer to monitor the financial activities of the department and to perform spot audits.
The Financial Officer is responsible for ensuring that procedures pertaining to the accountability and safeguarding of all cash receipts, cash funds, and other assets are established and followed in accordance with approved University policies and procedures. Regular audits relating to advances, cash, travel, equipment accountability, and other expenditures provide a means to protect University assets. The Financial Officer is responsible for working with Internal Audit when audits are being performed in the administrative area, as well as performing an annual audit that is submitted to the Assistant Controller.
Record retention must be managed in accordance with Policy AD35 - University Archives and Records Management, and records schedules approved by the Records Management Advisory Committee, Office of General Counsel, and Office of the President. These retention requirements are the University's retention criteria, either derived or based upon federal, state, and local statute or regulations, industry standards, and business needs. Retention beyond recommended time periods require justifiable reasons and warrant review by the Records Management Officer or designee. All documents must be maintained in such a manner so as to provide ease of access for review, and to provide a suitable audit trail for all transactions.
- Documents subject to a Legal Hold (see AD35, Legal Hold). A legal hold will remain in effect until it is released in writing by the Office of General Counsel.
- Documents under audit or review, either internally or externally. The retention period extends until released by the Corporate Controller's Office. The Financial Officer will be notified regarding any accounts which are under audit; the Financial Officer will be responsible for contacting the department.
Additional questions may be directed to the University Archivist or the Records Management Officer.
- Exhibit A - Mapsell Screenshot
- Exhibit B - Shopping Cart Screenshot
- Exhibit C - Buy Screen Screenshot
- Exhibit D - IDCC Excel Spreadsheet Screenshot
- Exhibit E - Complimentary Ticket Request Form
- Exhibit F - Complimentary Tickets Issued Report
- Exhibit G - Batch Details Report
- Exhibit H - Batch Details Report for all users
- Exhibit I - Arts Sales Report
- Exhibit J - Event Audit
- Exhibit K - Inventory Record Form
For questions, additional detail, or to request changes to this procedure, please contact the Financial Officer - Arts and Architecture
- Policy AD22 - Health Insurance Portability and Accountability Act
- Policy AD35 - University Archives and Records Management
- Policy FN01 - Processing Cash Revenues
- Policy FN04 - Petty Cash and Change Funds
- Policy FN08 - Refunds
- Procedure CR2002, Processing Returned Checks
Date Approved: 11/17/2009
Most recent changes:
Revision History (and effective dates:)
- Original - 11/10/2009 (replaces AA2007 and AA2010)