When a reseller calls to book for their guests, create the booking against their reseller record in Venue Manager. The booking uses the reseller's pricing and your live availability, and it sits with the rest of that reseller's bookings in ROLLER, so you don't need a spreadsheet to keep track.
Advanced channel management add-on
Book for your resellers in Venue Manager at the rates you've agreed with them. Available on all plans with the advanced channel management add-on. The reseller portal is in early access. To add it, contact your customer success manager or the support team.
Before you begin
Create the reseller and add a contact for everyone who books for them. To learn how, see the guide Create a reseller record and contacts.
Check that the reseller is Active or Suspended. If they're Deactivated, you can reactivate them in Guests > Resellers before you create the booking.
The permission required to create a booking for a reseller is Can manage resellers. Administrators, managers and booking agents have this permission enabled by default.
How reseller bookings in Venue Manager work
When you create a booking in Venue Manager, you can make it for a guest, a company or a reseller. For a reseller booking, select Choose reseller under Booking holder, find the reseller, then choose the contact at the reseller who's making the booking.
Venue Manager and POS: Create reseller bookings in Venue Manager. Staff redeem them at POS when the reseller's guests arrive, but can't create them there.
Pricing: The booking uses the reseller's tier price for products with a reseller price rule applied, and the base price for everything else.
Products: You can add any product except gift cards, memberships, wallets, multi-passes and cashless cards, including products that aren't assigned to the reseller's record.
Reseller portal: Bookings you make in Venue Manager show in the online reseller checkout (your reseller portal), including products the reseller can't book there themselves. In the portal, resellers can book only the products assigned to their record and included in your reseller checkout. To learn more, see the guide Set up and share your reseller checkout.
See a reseller's bookings and balance
A reseller's record lists every booking made for them, whether they booked in the portal or your team booked for them in Venue Manager. Use it to see which groups are coming up and what the reseller still owes (eg before you invoice a reseller on credit account terms).
The permission required to view a reseller's bookings is Can manage resellers. Administrators, managers and booking agents have this permission enabled by default.
From Venue Manager, go to Guests > Resellers and open the reseller.
Select the Bookings tab.
The top of the record shows two totals:
Upcoming bookings: bookings dated from today that aren't canceled.
Balance: what the reseller still owes across all their bookings that aren't canceled, including past ones.
Column | What it shows |
|---|---|
Booking # | The booking ID. Select it to open the booking. |
Booking Date | The date the guests are booked to visit. |
Guests | The number of guests on the booking. |
Total ($) | The booking total at the reseller's rates. |
Balance ($) | What's still owing on the booking. |
Status | Whether the booking is paid (eg Pending, On account, Fully paid or Cancelled). |
To open a booking, select its number, or select the options menu (3 dots) on its row, then View booking.
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Create a booking for a reseller
Creating a booking for a reseller works the same way as creating one for a company in Venue Manager, except you choose a reseller.
From Venue Manager, go to Bookings > Create booking.
Under Booking holder, select Choose reseller.
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In Reseller, search for the reseller, then select them from the results.
From Booking contact, select the person at the reseller who's making the booking.
Select Add reseller. The reseller's name, booking contact and contact details show under Booking holder.
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(Optional) In Booking name, enter a name for the booking (eg the reseller's own reference). If you leave it blank, the booking takes the booking contact's name.
In the Availabilities panel, search for the products the reseller wants, then select Add [#] items to booking.
Select Reserve to confirm the booking, or Hold for [timeframe] to hold it until the reseller pays. The button shows your venue's default. To choose a different option, select the down arrow next to it.
The reseller's name shows under Reseller in the summary at the top of the booking.
To send the booking contact their tickets, select the options menu (3 dots) at the top right of the booking, then select Send confirmation email. If tickets are included in the purchase, tell the reseller contact they can download and send them to the guests.
To learn more about creating bookings, see the guide Create and manage bookings from Venue Manager.
Next time, send them your reseller checkout address so they can book themselves.
Add a reseller to an existing booking
Add a reseller when a booking was made for a guest but belongs to a reseller.
A reseller booking can't include gift cards, memberships, wallets, multi-passes or cashless cards. If the booking has any, remove them in the Order tab before you start.
From the booking in Venue Manager, select the Details tab.
Under Booking holder, select Add reseller.
Search for the reseller, then select them from the results.
Check the booking contact. To choose someone else at the reseller, select Change booking contact, then select them from the list.
Select Save.
The reseller's booking contact replaces the guest as the booking holder, and the reseller's name shows under Reseller in the summary at the top of the booking. Products already added to the booking remain, including products that aren't assigned to the reseller's record.
Change the reseller or booking contact
You can change the reseller or booking contact on a saved booking (eg if you chose the wrong reseller, or someone else at the reseller now looks after the booking). This works for bookings made in Venue Manager.
From the booking, go to the Details tab.
Under Booking holder, select Change reseller or Change booking contact.
Search for and select the new reseller, or select the new booking contact from the list.
If you changed the reseller, check the booking contact. To choose someone else at the reseller, select Change booking contact.
Select Save.
When you change the reseller, the booking's prices update to the new reseller's pricing tier. If the booking was already paid, it can then show an amount owing or an overpayment.
Take payment for a reseller booking
A reseller booking stays unpaid until you take payment. From the booking, select Take payment, then choose the Payment method that matches what you agreed with that reseller.
Reseller's payment options | What to do |
|---|---|
Charge to account | Select Charge to account. Status at the top of the booking changes to On account, and Balance still shows what the reseller owes. You'll only see this option for resellers on Credit account payment terms. |
Bank transfer | Select Bank transfer once the payment arrives. |
Pay at booking | Take payment the way you would for any booking (eg select Send payment request to send the reseller a payment link). |
Pay on arrival | Leave the booking unpaid. Take payment at POS when the reseller's group arrives. |
You set each reseller's payment terms and payment options in their record. To learn how, see the guide Create a reseller record and contacts.
ROLLER doesn't invoice resellers for bookings on account, so don't use New invoice for them. Invoice the reseller from your own accounting system. When the reseller pays, select Take payment in the booking and choose how they paid (eg Bank transfer).
Cancel a reseller booking
The permission required to cancel a booking is Can cancel bookings. Administrators and managers have this permission enabled by default.
Cancel a reseller booking the same way as any other booking. From the booking, select the options menu (3 dots) at the top right, then select Cancel booking. A pop-up asks you to confirm.
If the reseller has paid, refund them before you cancel. To learn how, see the guide Refund bookings from Venue Manager. A booking that's On account hasn't been paid, so you can cancel it straight away.
To learn more, see the guide Cancel bookings from Venue Manager.
FAQs
Can I create a new reseller while I'm making a booking?
No. Reseller searches the resellers you've already created. Create the reseller and their contacts first, then start the booking.
Why can't I find the contact I need?
Reseller contact lists only the contacts added to that reseller's record. To add someone, go to Guests > Resellers, open the reseller and select the Contacts tab. Each email address can belong to one reseller, so someone who books for two resellers needs a different email address for each.
Should the reseller forward the confirmation email to their guests?
No. The email shows the reseller's price. Ask the reseller to pass the tickets on to their guests instead.