To start with Service Fee Allocations, navigate to the Settings tab in the top right of the Admin, select Organization, and then Service Fee Allocations.
If you don't have access to either the Organization module or the Service Fee Allocations page, please contact support, and we can update your access.
Note: If you currently cover all fees for your customers by setting Service Fee Coverage to 100% on the Checkout Settings of your events, you may disregard these instructions as you will not need to make any changes. If that's the case, please let support know that you're opting not to change your fees.
You may have received the following email from us:
We’ve got news: we’re updating our financial reporting! This means your reports will be more detailed, so how you pass credit card processing fees on to your buyers will change. Previously, credit card processing fees were calculated based on the face value of the tickets being purchased. With our new financial processes, they will now be calculated based on the order total, which includes tickets, custom fees, add-on products, and anything else purchased by a customer in a single order.
What does that mean for you?
Since our 3% credit card processing fees will no longer be included in the service fee, you need to take action now so you can continue to pass this cost along to your customers. To do so, you will need to set up a 3.5% - 4% service fee allocation in your admin account. A service fee allocation allows you to add additional fees that are combined within the Event Ticketing service fee, so customers only see a single fee at checkout. If you don't set up a service fee allocation, the credit card processing costs won’t be passed on to the customer, and will be deducted from your payouts. We don’t want you paying any additional fees, so be sure to update your account today!
These steps will guide you through the exact process of setting up these specific Service Fee Allocations.
Once you're in your Service Fee Allocations module, do the following:
- Select Add Fee Allocation
- Apply this to Online Sales
- Do not start with any existing fee tiers, as this just needs to be one single tier
Once you have created your Allocation, you'll need to set up a tier by clicking Add Tier. This tier should be $0.01 - $99,999.99 in order to cover all of your ticket prices. You'll leave the flat fee field blank, and set the percentage to somewhere between 3.5-4%. We recommend 3.5 or 4% because the 3% credit card processing fee that is charged to you separately on the back end is calculated on top of the fee allocation as well, so you want to make sure you aren't under-collecting and incurring any additional costs. This is how your tier should appear once it's set up:
Adding Custom Fees for Products
💡 Service Fee Allocations are calculated on tickets only and not on products.
If you sell products through Event Ticketing, you must set up an additional Custom Fee to charge credit card processing on those items. To do this, navigate to your Organization settings and click "Custom Fee" (next to “Service Fee Allocations”). You'll add a fee as follows:
Once you've set your fees, please let support know so that we can look them over for accuracy.