When can I use split payment?
Split payment is available for new purchases only and is not available when changes are made through Order Management at the POS.
Are there any considerations about the order I take payments in?
If a credit card is associated to any split transaction as the payment method, it will always appear as the primary form payment (regardless if the cc is associated to split 1, split 2, etc.). The primary method is what is associated on the order level data (billing, reporting, etc.)
What happens when an order with multiple payments needs to be refunded?
- 1. Credit Card
- 2. Gift Card
- 3. Voucher
- 4. Check
- 5. Cash
- This means for any order, any amount paid by credit card will be refunded first, followed by voucher payments, check payments, and then cash payments last.
When is split pay not recommended?
This is dependent venue to venue, but you may want to consider the following scenarios when determining when to allow your staff to accept split payment.
|Scenario||Eligible for split pay?||Notes|
|One household using multiple forms of payment for their ticket purchase|
|This is a perfect scenario that split pay was designed for|
|Multiple people paying for separate tickets in one order|
|For demographic data integrity and membership upsells, this should be separate orders for each individual or household|
|Using multiple forms of payment on a membership sale|
|If all forms of payment are associated with the household purchasing the membership, this is probably okay, depending on the tax-deductibility of the membership|
What happens if I need to cancel or modify an order after accepting partial payment?
If you have already utilized split pay and processed a partial payment, but the customer then needs to modify or cancel the order, we don't want the user to be stuck mid-transaction. There are a few ways to handle this scenario:
Option 1: complete the remaining payment, and then make modifications after the fact as needed. This is recommended because it prevents the order from being left with an open balance. However, depending on the edit, a refund may need to process back to the purchaser.
Option 2: if the user selects the "Retail" button on the top left of the screen, they will see the following alert. Tapping on "Go to Order Management" will take them to the orders list, where they can select the appropriate order and make any necessary changes to tickets before collecting any remaining payment. If the order is for a membership, we recommend completing payment for the level selected, and then looking up the membership to complete the appropriate upgrade or downgrade Lifecycle Action. Selecting "OK" will dismiss the alert so they can proceed with option 1 if desired.
Option 3: if the user selects the "X" button next to the order total to cancel the order, they will see the following alert. Tapping on "Go to Order Management" will take them to the orders list, where they can select the appropriate order and remove tickets as necessary. If the order is for a membership, the membership will need to looked up and cancelled by the Lifecycle Action flow. Selecting "OK" will dismiss the alert so they can proceed with option 1 if desired.
A guest is requesting a refund, but they want the credit to go against another card. Is this possible?
ACME stores a token for the original credit card payment, and references this token when refunding an order. Because of this, it is not possible to issue a credit to a different card. Please refer to our guide on issuing a refund when the original card is no longer active for recommended solution steps.