Knowledge base

This guide explains how to make refunds when ordering cancellations (as part of the ticketing system Infomaniak).

Infomaniak does not handle refunds

Infomaniak has no decision-making power with respect to cancellations, refunds or exchange of tickets. You can set up methods for the exchange of banknotes either on the Window or allow your customers to do from online ticketing.

Depending on the method of reimbursement you wish to make, you will need to request the necessary information from customers who request it. You can also ask customers to inform them when ordering If you wish.
 

Cancellation of banknotes

Be aware of this other guide about ticket cancellations on the ticket office for the different cancellation methods being available to you.

Reverses Infomaniak

Infomaniak returns the funds at the beginning of each month.

Read more

• Start Guide : Ticket
• Exchange a ticket from the ticket counter
• Enable exchange mode for your customers
• Cancellation insurance

This guide explains how to change the closing dates and times of sales as part of theticketing systemInfomaniak.

End-of-sales parameters

You can change the closing date and time at each level independently:

• End of online sales
  • Allows you to close the sale of the event from your online ticket office and on the Infomaniak portal. This means that people will no longer be able to order tickets online for this event from an online site.
• End of sales Reseller counter
  • Sets the time when people with restricted access to the counter only stop their sales from the counter on the manager or tablet.
• End of sales Window Administrators
  • For administrators making sales from the Window accessible from the manager or tablet:
    

Setting end-of-sales parameters

These parameters can be set when creating an event, during the third step of the procedure by activating the option Change the closing of sales:

They can be configured at the event level once it is created by going to the tab Parameters :

For multidate events

The Settings tab is at the level of each representation. However, it is possible to change the end of sales for multiple dates at one time using shares on multiple dates:

1. Go to the tab Dates of your event.
2. Switch to list mode:
   
3. Choose the dates you want to set.
4. Click on Actions and Edit Representation Parameters:
   

This guide explains how to configure the visual displayed on the screen of the ticket scan device during an event (as part of the ticketing system Infomaniak).

Preamble

• Infomaniak proposes a app for ticket control.
• It is possible to set a specific icon that will be displayed on the device screen when scanning a ticket.
  • If the ticket is valid and an icon is set, the scanner will display on the selected green background icon.

Configure the scan validation icon

The choice of visual is set at the level of the advanced parameters of a tariff:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the ticket office concerned by the event.
3. Click on Programming in the left side menu.
4. Click on Events in the left side menu.
5. Click on the relevant event.
6. Click on the tab Rates.
7. Click on the action menu ⋮ located to the right of the tariff (by first developing the Zone with the help of the chevron ‍ if necessary).
8. Click on Edit:
   
9. Then click on the chevron ‍ to develop the Advanced parameters.
10. Enable option Set a visual for the scan app.
11. Choose the name of the icon.
12. Click on the button Confirm:
    ‍

Result on the scan device

Here is an example of a display when validating a correctly registered ticket:

This guide describes the differences between the Ticketing and the Guest Manager Infomaniak.

What is the nature of your event?

• If you are organizing a one-time private event, such as a birthday party, a general meeting or a graduation with a well-defined guest list, use the Guest Manager.
  • This tool allows you to create an event, invite people of your choice, and track their registrations and attendance.
• On the other hand, the Ticketing is better suited to events open to the general public or those for which anyone with the link can buy tickets.

This guide explains how to configure the VAT rate on your Infomaniak ticketing platform.

Adjusting VAT Rates as of January 1, 2024

The VAT rate has been updated in accordance with the VAT tax rate increase as of January 1, 2024. Any orders made for events taking place in 2024 will have the new default rates applied.

Orders made in 2023 for events in 2024 will also have the new rates applied if they have been properly configured on the ticketing platform. 

If this is not the case, please verify the VAT rate entered by following the instructions below. You can also manually send the invoice or receipt to the customer from the order.

Setting the Overall VAT for the Ticketing Platform

1. Log in to your Infomaniak account
2. Go to the Ticketing section
3. In the left menu, under Settings, click on Ticketing Settings
   
   
   
   
4. Check the box indicating that you are subject to VAT
5. Enter the VAT rate and VAT number in the fields
   
   

Setting Specific VAT Rates for a Tariff

If certain ticket tariffs have a different VAT rate than the overall VAT, you will need to configure it at the tariff level.

1. Log in to your Infomaniak account
2. Go to the product Ticketing and select the relevant ticketing platform
3. In the left sidebar menu, select Programming, then click on Event
4. Go to the tariff field and Add or Edit a tariff
5. Click on Advanced Settings
   
   
   
   
6. Check the box Edit VAT and Choose the VAT rate to apply to this tariff
   
   
   

This guide explains how to use registration forms to request information from your customers when placing an order (as part of the ticketing system Infomaniak).

This allows you to ask your customers to provide information such as surname and first name, telephone number, address or any other information you deem necessary.

Implementation of forms

There are three distinct ways to ask your customers for information:

1. The registration form - registration requested during an order on the ticket office.
2. The form by tariff - to retrieve information from each participant.
3. The pass form - requested when ordering a pass / subscription

Export customer information

To consult and extract the information collected by means of the forms, read this other guide.

Data protection and the right to forget

All information collected from your customers is kept at all times on Infomaniak's servers in Switzerland. These data are the exclusive property of the event organizer. Infomaniak will never use them for commercial purposes or pass them on to third parties. 

This guide explains how to contact people who have purchased tickets for your events directly from your Infomaniak ticketing tool.

This tool allows you to communicate quickly with your customers, whether it's to inform them of a change in schedule, a cancellation or postponement, or to provide specific important information.

How to Send an Email or SMS to Customers
 

1. Login to your Infomaniak space (manager.infomaniak.com)
2. Go to the Ticketing
3. Visit the Scheduling and Events menu and choose the relevant event or date
4. Click on the desired link at the bottom of the page
   
   
5. Select the customers to contact
6. Write the message to send
   

This guide explains the operation of the payment deadline before cancelling an order (in the context of the ticketing system Infomaniak).

Prerequisites

• This feature is only available for orders that use the ‘Payment on Invoice' method of payment.
• By default, the deadline is 30 days after the order. A reminder will be automatically sent 10 days and 20 days after the date of the order. On the 30th day, the order will be cancelled, and an email will be sent to the customer to inform him of the cancellation of his order.

Set the delay before canceling the order

When seats at one of your events are purchased with the payment method ‘Payment on Invoice', it is possible to set up a due date rule before the order is automatically cancelled.

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the name assigned to the ticket office concerned by the event.
3. Click Sales in the left side menu.
4. Click Payment Methods in the left side menu.
5. Click on the icon to unroll the parameters of the ‘On Invoice' element:
   
6. Define the duration of availability of this means of payment, the number of days before restarting a payment request from the customer, as well as the number of restarts:
   

Each reminder extends the payment period by as many days as the original time limit. The order is automatically cancelled at the end of the recovery period, which is calculated as follows:

• Number of days before the first recovery + (number of recovery times the number of days before the first recovery).
• In the above example, this gives: 5 + (2x5) = 15 or a cancellation that occurs 15 days after the first recovery.

This guide explains how to create events with several performances using the ticketing tool.

Create a multi-date event

1. Log in to your Infomaniak account
2. Go to Ticketing
3. From the left-hand menu under Scheduling, click on Events
4. Click on add event
5. At the Date and Location stage, it will be possible to choose the option Several performances
   
   


6. An interface with a calendar appears; choose the start date of the event
7. You can define if the event lasts several days, weeks, months or if it is recurrent several times in the same day
   
   
8. Once the event is created and opened for sale, it’s possible to follow the progress of the orders for each date with the help of a display in List mode
   
   

Find out more

• Quickstart guide: ticketing service
• How do I duplicate a one-off or recurring event?
• How do I change and customise the sales status of my event?

This guide explains how to create an API key (as part of the ticketing system Infomaniak) in order to make use of it to integrate it directly into your site.

Create API Key

To this end:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the name the ticket office concerned.
3. Click on Shop / Online in the left side menu.
4. Click on API access in the left side menu.
5. Click on the blue button Add:
   
6. When creating the key, specify the IP addresses to block (optional).
7. Indicate whether or not this API key will be able to sell tickets.
8. Use the generated key to use the API rest.

API Command Documentation

Be aware of the documentation of the API.