FAQs Gala Night Common Situations
FAQ: Why does the system say it cannot find the guest when I can see their name and know they are in the system?
A: The search box is an auto complete/search box but the user needs to select the record to go forward. Click on the correct name to "pull" it into the box before hitting "Continue." Rolling over the name on the list does not select it unless it is clicked.
FAQ: I checked in the wrong person, how do I undo the check-in?
A: Go to: Tickets > Edit Guest > uncheck box "Guest checked in" > Update Selected User.
FAQ: Linked guests now want their own bidder numbers. What do I do?
A: If they are already checked in:
Click on "Sell a Ticket" > Choose a $0 ticket and complete the sale for the second person with their own bidder number. Edit duplicate guest (still linked on first ticket) to "Do Not Use" so no volunteer looks them up and finds one name with two numbers.
B: If they are not checked in yet:
Someone with ADMIN Privileges should go to Admin > Site Settings > Gala Auction > Linked Bidders - Find couple and click on "Unlink" button.
FAQ: Can I vault a credit card after someone has checked in?
A: Yes, you can vault a card and/or update contact info by simply repeating the check-in process and swiping the card and/or updating contact info. A guest can be checked in as many times as necessary to update info.
FAQ: I see the Item in the catalog but I can't sell it at the Gala?
A: If the Item does not flash at all as you start typing it, it may be misclassified so it cannot be sold at the Gala Auction. Go to Catalog > find Item and click on Edit > make sure "Gala Auction' is checked under Sale information > Save
FAQ: I am being blocked from selling the item because it says "The item you selected is sold out." What do I do?
A: Go to Catalog > find item and click on Edit > Add Quantity > Save (make sure there is additional quantity available to sell first!). Best Practice is to first return items sold to the wrong person before selling them to the correct person.
FAQ: I sold something to the wrong person. How do I correct it?
A: Click on Auction Night > Sell a Bulk Item > Use Item Search box to find item to be adjusted > Delete sale associate with wrong buyer. Then sell to correct person.
FAQ: I sold something at the wrong price. How do I correct it?
A: Auction Night > click on Edit Order > enter/search guest > select desired transaction (if more than one) > Click on desired item price and edit > click away from box to Save
FAQ: I sold at the wrong quantity. How do I correct it?
A: Click on Auction Night > Sell a Bulk Item > Use Item Search box to find item to be adjusted > Delete extra sales.
FAQ: The auctioneer got the donor to double the donation and 2 people to buy it. What do I do?
A: Go to Catalog > find Item and click on Edit > Add Quantity so there are 2 > Save. Sell item to two guests.
FAQ: A group decided to buy an Item together. How do I sell to a group?
A: Go to Catalog > find Item > click on Edit icon > Edit Quantity to match # of buyers > Divide FMV/ # of people buying > Save. Auction Night > Sell item to each buyer at Bid Price / # of Buyers.
(Example: 5 buyers jointly bid $10,000 to share an item with FMV $5000. Edit Quantity to 5 and FMV to $1000 and sell 5 times at $2000 each.)
FAQ: Someone wants to pay with cash and credit card. How do I split payments?
A: See Making Multiple Payments.
FAQ: How do I process a return and refund?
Click on the "Return an Item" button on the Auction Page.
FAQ: How do I correct the sale amount of an item after the guest has checked out?
A: Auction Night > blue Edit Order > find and select guest. From the order screen, you will be able to edit the price or return items and process the refund, or apply another payment.
FAQ: Why do the AMEX and/or Discover Cards keep failing?
A: Your merchant account may not be authorized to accept AMEX and/or Discover AND/OR your auction software is not set to accept them. If the setting is set not to accept a card type, the site will produce an error message before the charge is sent. Someone with CHAIR privileges will be able to change/check the card type settings at Admin > Site Settings > Payment / Credit Card > Setup Gateway.