Managing Wait Lists for Ticket Levels (Ticketed Events)

By enabling the Wait List feature on a specific Ticket Level, you can allow guests that are interested in attending your Ticketed Event by encouraging them to join a Wait List.

Managing Ticketed Event Wait Lists Overview
When you create a Ticketed event on CellarPass, you have the option to enable a wait list on a per ticket level basis. By enabling this, whenever your tickets are completely sold out, and the ticket sales date is still valid, guests will be provided the opportunity to add themselves to the wait list for the requested ticket level. Guests cannot request to be added to a wait list for multiple levels in one request. They will have to submit one should they want to go onto individual ticket level wait lists. You may also wish to place a maximum number of guests that can be added to each wait list.

As Wait List requests come in, you will NOT be notified. So it's important that you check the Wait List Dashboard for the event often and respond to Guests promptly. When you have a running Wait List, a new icon will appear in your Event Manager (Tickets) section. It will appear as a "person" icon with a "clock" to the right of it. Clicking this icon will display the Wait List Manager where you will manage all Wait List Requests and communicate with Guests on their requests. We'll cover this in detail later on in this article.

1. SETTING UP THE WAIT LIST FEATURE
Either as you initially build your event or modify it later, you can always make changes to how wait lists are configured on a per event and ticket level basis.

1. Log into the CellarPass admin panel by going to https://www.cellarpass.com/manage
2. Click Ticketing on the left-hand main menu.
3. Click Events from the Ticketing submenu.
4. Locate the event you wish to modify and click the name of the event to the left.
5. From the menu, select Tickets.
6. Here you will see all of your available Ticket Levels. Click the Advanced button to the far right on the Ticket Level you wish to configure the Wait List for. Doing so will display the advanced features.
7. At the bottom of the Ticket Level section, click the Enable checkbox for the Wait List section. Doing so will enable the Wait List feature. Now when your Ticket Level sells out, it will start accepting requests from Guests to be added to a Wait List.
8. If you wish to place a limit on the number of tickets that Ticket Level, enter a value such as "12" or "100". This will be the maximum number of wait list requests allowed, not number of total wait list guests. The maximum number of tickets allowed to be requested will follow the rules as if they were buying them.
9. Click the Save button.

2. PROCESSING WAIT LIST REQUESTS
It's important that once your event starts accepting Wait List requests, that you monitor this 2-3X a day so that you are responsive to Guests' requests. NOTE: The platform will NOT notify you as each Wait List request is received.

1. Log into the CellarPass admin panel by going to https://www.cellarpass.com/manage
2. Click Ticketing on the left-hand main menu.
3. Click Events from the Ticketing submenu.
4. Locate the event you wish to review the Wait List Dashboard for by clicking the blue Wait List Dashboard icon, which will appear to the right of the Communication Manager icon and to the left of the Export Guests icon.
5. Now that you are viewing your Wait List Requests, you will notice that there's a list of requests, showing the most recent at the top and the oldest at the bottom. Other details are:
   1. Status of Offer
   2. Date of Request
   3. Number of Tickets Requested
   4. Number of Tickets Offered
   5. Number of Tickets Sold
   6. Ticket Level Name
   7. Guest Name (Last Name, First Name)
   8. Guest Email Address
   9. Home Phone
6. To the far right of each request, you have the following options in processing the Wait List request:
   1. Cancel Wait List Request- This will let the Guest know that you will NOT be able to honor their request.
   2. Modify and Approve Request- This will allow you to either approve for the Guest to purchase all Tickets they requested or you can approve a specific amount.
   3. Approve & Send Request- This option will allow the Guest to purchase all the Tickets that they requested.
   4. Sell Tickets to Attendee- This option will allow you to immediately convert their request to a ticket sale via the Ticket Sales admin panel.
7. When you proceed with approving any version of the options above, the system will follow approval request timespan you have set on the event. This is found in Registration and Fulfillment tab of the event. The default is 48 hours, unless changed by you. If a Guest does not purchase before the expiration time, it will prevent the Guest from purchasing the approved Wait List request. You can however resend an approval of their request and the timer would start again.

3. THE GUEST EXPERIENCE
When a Guest places a Wait List Request, they do NOT receive an email confirmation of such request, but the website will display a confirmation screen. This is to avoid any guest (or admin) accidentally accepting a Wait List Request as a possible valid ticket or sales confirmation. Guests can also add Guests Notes as part of their request, which will be displayed to you and stored with their request.

Guests do have a section in My Account where they can view the status of each of their Wait List requests. They will understand the status of their request, including any expired requests will appear in the "Expired" section of My Account.

Once you have approved a Guest's Wait List Request, they will receive an email from CellarPass, providing some instructions on how to convert their request to confirmed registration and tickets, including the expiration time clearly stated as the date and time as to which they must act or lose their Wait List request. The link within the email will take them directly to the Event page and expose the Ticket Levels (if hidden) that they have been approved to convert, also limiting the number of tickets based on your Ticket sales rules and/or the amount of tickets you approved. If you approved a reduced number of tickets based on their request, the email will be clear that their entire request has not been granted.

Once a Guest converts their Wait List request to an actual confirmed order, a ticket sales receipt will be generated and sent to you and the guest as this then follows the normal ticket sales workflow.