Event Day FAQ. Table of Contents What are common reports I should run? 2. How do we create a new supporter in Go Time? 2

Transcription

1 Event Day FAQ Table of Contents What are common reports I should run? 2 How do we create a new supporter in Go Time? 2 How do we handle checkin with Households who have self-registered Household members? 3 What if a household member wants to bid separately? 4 My guest s admission has disappeared on Step 2. 5 Troubleshooting welcome texts 5 Troubleshooting outbid texts 5 My users are receiving an error message when accessing the bidding site. 6 How do I delete bids? 6 My Appeal Board does not have a gauge displayed. 7 Why are bidders appearing with asterisks on the Online Bidding Leaderboard and the bidding site? 7 How do I customize the receipts to show only event night sales? 8 How do we handle checkout with Households who have self-registered Household members? 8 1 Event Day FAQ

2 What are common reports I should run? TBL-01: Table Listing - Lists tables with table capacity, seats purchased, seats assigned, and table status. Optionally shows guest details and notes. BID-01: Bidder Listing and Check In or BID-02: Guest List - A detailed listing of your bidders in your project. Configurable columns for phone numbers, bid numbers, table and group names, admissions allocated, s, and notes. Useful for preparing your checkin team as well as an exportable list of bidders. BID-03: Sales Listing by supporter - The primary report to see all of your supporters with their sales and any applicable payments. Can be used to list purchases or give totals. An excellent tool in reconciling sales. How do we create a new supporter in Go Time? Checkin: 1. Type the guest s name and click Create Supporter, or click the Tab or Enter key on your keyboard. 2. Click Convert to household if checking in a household. 3. Type in contact information - Name, Bidder Number and Mobile Number. 4. Click Update to save. 2 Event Day FAQ

3 How do we handle checkin with Households who have self-registered Household members? Checkin Step 1: 1. Search for the guest by last name and select the record with the bid number. 2. A next to the name means the Supporter has already been enabled as an Online Bidder (i.e. they self-registered in this scenario) Check-In Step 2: Check the box next to the Supporter name and confirm the mobile number. The Member of the Household that self-registered will receive a welcome message to bid individually. The Member of the Household that didn t self-register will receive a message to bid under the Household bid number and will be bidding separately. If they would like to bid together, they will need to decide which bid number/link they want to use. At this time we cannot merge bid history and cannot bid together with 2 different phone numbers under one bid number. 3 Event Day FAQ

4 What if a household member wants to bid separately? Checkin Step 2: 1. Click Guest Info 2. Click Assign separate bidder number 3. Click Member is a separate Online Bidder 4 Event Day FAQ

5 My guest s admission has disappeared on Step 2. This can occur if the guest already has an admission, and the Use Existing option was clicked. Go back to Step 1, and re-enter the guest s name. We recommend only using the Use Existing button if the guest does not have any admission. Troubleshooting welcome texts Direct the guest to see a Bid Assistant who can provide them with their Online Bidding URL. This will give the guest immediate access to their bidding page. What to check: The bidder is marked as an Online Bidder. The option to send welcome messages is enabled. This setting is located in the Online Bidding Settings, under the Online Bidding header. The correct mobile phone number is entered. There is a section enabled for Online Bidding. What the guest should check: 1. Their cell reception 2. Their cell plan (i.e. texting is included in their plan) 3. The phone may be set up to not receive spam (ex: Apple users may have the setting to filter texts from unknown senders enabled). Troubleshooting outbid texts Remind the guest they will see any on-screen outbid notifications on their bidding page. The guest can also check their "Bids" area for updates to packages they have bid on. What to check: The option to send outbid notices is enabled. This setting is located in the Online Bidding Settings, under the Online Bidding header. The correct mobile phone number is entered. What the guest should check: 1. Their cell reception 2. Their cell plan (i.e. texting is included in their plan) 3. The phone may be set up to not receive spam (ex: Apple users may have the setting to filter texts from unknown senders enabled). 5 Event Day FAQ

6 My users are receiving an error message when accessing the bidding site. If using the Bidder Name tag when mass texting from the Online Bidding dashboard, some users may receive a Bidder Key Not Found error. We recommend avoiding this tag while texting your bidders. How do I delete bids? 1. From the Project Home, click Online Bidding Dashboard under the Online Bidding header. 2. Click the Menu button in the top left. 3. Click the Packages header. 4. Search for the package by package name or package number. 5. Click the Package Name of the package you wish to remove the bid from. 6. Locate the bid you wish to retract and click the X under the Remove column. 7. If you're deleting a max bid, click the X under the Max Bid area 6 Event Day FAQ

7 My Appeal Board does not have a gauge displayed. In order for a gauge to be displayed, you will need to verify that a goal has been specified for your Appeal Donations. You can change this by going to the Project Home, clicking Online Bidding Settings, clicking Edit, and entering an amount under the Donation goal. Why are bidders appearing with asterisks on the Online Bidding Leaderboard and the bidding site? The option to only Show bidder's number has been selected in the Online Bidding Settings area. You can change this by going to the Project Home, clicking Online Bidding Settings, clicking Edit, and selecting Show bidder s name and bidder number for the Bidder name display option. 7 Event Day FAQ

8 How do I customize the receipts to show only event night sales? 1. Under Filter Sales and Payments, you can either use the By Date filter and/or By Package Type filter 2. If you want all event day transactions to show, including any last minute admissions, you can use the date filter. Enter the day of the event in the Omit Sales & Payments Before field. The software tells you what date your event is configured for. 3. You can then eliminate any package types you don t want to show if sold event night. Maybe you don t want those last minute admissions to show. You can choose what you want under Package Type. Other recommendations: Add your Organization logo to customize the receipt. Ensure the Footer settings includes your contact information so guests know who and how to contact post event. Customize the Settings tab and make updates there, including fluffing up the body. How do we handle checkout with Households who have self-registered Household members? Checkout: 1. Select the Household record, typically it will be assigned a 3 digit bid number a. Selecting this bid number will allow you to see ALL purchases for both the household and members (silent and live). 8 Event Day FAQ

9 2. Verify with the guest which credit cards they would like to have charged. a. If guests would like all charges to be submitted to the household credit card, you will need to open just the member record to uncheck In Use and/or Share with Household Members after clicking Edit next to the member credit card. ; If you have any questions regarding this FAQ, please do not hesitate to reach out to our Client Services department at Our hours are Monday thru Friday 6:30am 6:00pm Pacific Standard Time as well as having 24 hour support available on the day of your event. You can reach our after-hours support team at the same phone number and an after-hours agent will be available to answer any questions you have on the day of your event. 9 Event Day FAQ