Void Holds / Failed Purchases

Voided Purchases:

A customer's transaction can fail for many reasons. There might be an issue with the information they are typing in, there could be blocks in place, and there could be other circumstances that prevent the purchase from going through (Fandango or Theater related).

Troubleshooting:

Check Incident history > open CU information in Admin. Look at the tickets link for purchase info > Look at the CU’s name link if they have a VIP account. > Check to see if the CU is hotlisted.

Are you inside the US? > Are you connected to a proxy network, or VPN? (If they don’t know what they are, chances are, they don’t have one) > Are you connected to a work network, or a public wifi connection? > Clear cookies. > Are you able to try another device to see if we can get the purchase to go through? > Try Connecting to / Disconnecting from wifi if you are able. We will try to use a different network to get the purchase to go through. > (If using mobile) Can you try downloading the Fandango app from the App Store or Play store, and we will go through the purchase that way? Check the TH in admin, and see if there are other voids, or purchase issues.

*If the theater has multiple voided purchases for that same show, or multiple shows, there may be an issue between Fandango and the Theater. See a member of leadership for guidance on how the incident should be handled.

** If the customer is the only one affected by voids, there is an unknown issue on their end preventing them from purchasing. We would have to ask them to follow up with their financial institutions, and ensure their payment information is not blocked.

-1 Ticket Quantity in Admin: ‘CU may see error 500, or internal error’. It seems Fandango may have sold our portion of the available tickets for this theater. This may be avoided by trying another show time. Otherwise, it may be due to the method of payment being used.

Account or CC Hotlisted in Admin:

It seems there is something on our end that is preventing you from being able to purchase at this time. I would have to get a request in to our corporate team, and see if there would be a resolution to this. This may take 3-5 business days for a response. We can follow up with you via email once we have a response, and let you know what to expect. Would you have any other questions?

Accertify- Risk Limit Exceeded:

We will need to send a request in to our corporate team to see what would be preventing you from purchasing. This may take 3-5 business days for a response. We can follow up with you via email once we have a response, and let you know what to expect. Would you have any other questions?

A void/hold is a transaction that failed which does not produce a confirmation number, however may/may not charge a Customer.

Generally, these transactions are temporary holds which roll off the Customer’s account in 5 – 7 days, depending on their financial institutions policies.

If the void/hold has not released within the 5 – 7 day timeline, let the Customer know to contact us and we will escalate to the Corporate Escalation Team (CET) for resolution.

PayPal Void/Holds

There was a release that occurred that remedied the PayPal Void/Hold issue. Currently, if the transaction fails an authorization hold is placed on the account.

 The authorization is voided the same day.

 PayPal failed/voids should only be escalated if 24 hours has lapsed and the authorization is still present.

Incident Handling Steps:

1. Category: Void Inquiry Hold

2. Subject: Dependent on Issue

3. Status: Resolved

4. Queue: Remain in Queue where it entered

5. Standard Text: a. Customer Response Template: English Templates

i. Void/Hold – Single

ii. Void/Hold - Multi

6. Save & Close

***If the void/hold has not released within the 5 – 7 day timeline, let the Customer know to contact us and we will escalate to the Corporate Escalation Team (CET) for resolution.***

In-Progress | Charges Pending

Transactions in this state will not complete.

 In Progress

 Charge Pending

When Agents are speaking with the customer before show time and they see this, advise the customer that they’re purchase did not complete…and tickets have not been purchased.

Customers will need to either repurchase with Fandango or directly from the box office.

***As long as the agent properly escalates the incident to CET, the customer will have a return processed for the said transaction***

Follow the Time Sensitive process [escalate incident then email corporateescalations@fandango.com]

Incident Handling Steps:

1. Category: 33 – Failed Transaction/In Progress Void Inquiry Hold

2. Subject: Dependent on Issue

3. Status: Escalated

4. Queue: Corporate Escalations Team (CET)

5. Standard Text:

a. Customer Response Template: Most Commonly Used>>> Forward

6. Save & Close