Cashless Guest Support Tools

In this article, we will cover:

Search for a Guest

  1. In Intellitix Cloud, click Guests on the left-side menu.
  2. Within the Guests page, you can search by either full name, email, order id, source id, intellitix id, or UID. Depending on the type of event and how the guest made a purchase, will determine what information can be used in the search field. 
Credit/Debit Purchases

To locate an order, utilize the Order ID since names and emails aren't collected on credit/debit purchases. 


Begin by downloading either the Cashless Orders Detailed Report or Vendor Orders Detailed Report. To find the Order ID, verify with the guest the vendor where the purchase was made, the order total, and the date/time of the order. Once you've identified the matching order, copy the Order ID from the report.

Intellitix App Purchases To locate a guest or order, you can search by either full name, email, or order id. The guest will also receive a receipt via email that contains their order id.
RFID Purchases To locate a guest or order, you can search by full name, email, order id, or UID.
RFID Ticketing Integrations To locate a guest or order, you can search, by full name, email, order id, source id (the order id from the ticketing source), intellitix id (the order id created in Control Panel through the integration), or UID.
  1. Enter the search criteria in the box, select the event from the drop-down list, and click Search.
  2. You will be presented with a list of guests that match your search criteria. Click View on the line that corresponds to the guest you are looking for.

RFID Events 

Note

The available information in Guest Support Tools will differ based on the event type: RFID event or card present/QR payment event. The following information pertains to RFID events.

Account Details

Once you have located your guest and clicked View, the first tab you will be brought to is Details. The letters and numbers in the below images match the following descriptions. 

  1. Guest Overview: This section appears on the top of every page within the guest's profile, providing essential insights such as:

    a. Event Name: Indicates the specific event attended by the guest.

    b. Wallet ID: Unique identifier for the guest’s linked credit card and/or their Event Balance.

    c. Current Balance: Displays any unspent funds added to the guest’s Event Balance.

    d. Associated Wristband/Card: Reflects the unique identifier (UID) of the guest's RFID credential, found directly on the wristband/card/badge. 

Note

Guests are only able to add one wristband/card per event to their Intellitix Web account. Shared spending is currently not supported. For example, if a husband and wife purchase 2 tickets for an upcoming festival they will receive 2 wristbands. Both husband and wife need to create an Intellitix Web account and add their wristband to their own account. 

e. Transaction History: Clicking the View button in the Transaction History column will allow you to easily access a list of transactions associated with the guest's wristband/card. Additionally, you can click Manage next to a purchase, top-up, or refund to be brought to that transaction.

f. Add Funds (Admin only feature): If you would like to add fund funds to a guest’s wristband/card, simply push the Add Funds button, select your admin Top-up type, and insert the amount you’d like to add. 

If you’d like to learn more about how to create custom Admin Top-up types, visit this help article. 

Note

Admin Top-ups have a maximum limit of $100 per transaction and are non-refundable. Only Admin Intellitix users have the authority to perform Admin Top-ups; Support Intellitix Users do not have access to issue Admin Top-ups. 

g. Zero (Admin only feature): If you've processed an Event Balance refund through your merchant account and want the guest’s remaining Event Balance to reflect this refund, click the Zero button. A pop-up will appear, displaying the amount and fee.

The amount refers to the amount you are removing from the guest’s Event Balance and the fee is what the guest will be charged to complete this action. The fee is typically set by the event and is included in the event’s FAQ material.  Once you're satisfied with the details in the Zero Out Wallet pop-up, click Submit.

Further down on the Details tab, you can view: 

2. Guest’s Name. 
3. Intellitix Account Status: Verified status indicates that the guest has successfully created their Intellitix Web account, while Unverified status indicates that the guest has not yet completed this process.

4. Intellitix Web Account Details: When creating an Intellitix Web account, guests are required to provide their email address, phone number, date of birth, gender, and address.  The guest information fields currently can’t be edited in Intellitix Cloud but a guest can update their profile information from their Intellitix Web account. 

5. Saved Payment Method: The saved payment method section becomes available once a guest has created their Intellitix Web account and attached a credit card to their Profile page. You will be able to view the last 4 digits and expiry date of the guest’s primary attached payment method. 

Note

An Intellitix guest can update their attached payment method at any time from their Intellitix Web account. 

Ticket Details

The second tab in Guest Support Tools is Tickets. The numbers in the below image match the below descriptions. 

  1. Event: Indicates the specific event attended by the guest. Below the event name, the event dates, and the ticket Order ID are listed. 
  2. Transaction: The titles that will appear in this column are Purchased and Transferred.
    1. Ticket Purchased: Refers to a ticket being purchased and synced over to Intellitix Cloud. The day and time will reflect when the ticket information was synced over to Intellitix Cloud, not necessarily when the ticket purchase was made. 
    2. Ticket Transferred: Refers to that ticket being added to the guest’s Intellitix Web account. The day and time will reflect when the wristband/card was added to a guest’s Intellitix Web account. 
  3. Amount: If the ticket was purchased through one of our ticketing partners, such as Frontgate, Promotix, TIXR, etc. the dollar value of the ticket will always be listed at $0. 
  4. Manage: If you click Manage on the right-hand side, you will be able to view more information about the transaction such as the type of ticket, ticket status, and, have the ability to freeze the wristband/card. 

Freeze a Wristband/Card

By freezing the wristband/card, guests will prevent their wristband/card from being used for cashless purchases. Access control for that wristband/card will continue to work. Freezing a wristband/card is available in Guest Support Tools as well as in the Guest’s Intellitix Web account. A wristband/card can be unfrozen via Intellitix Web or Guest Support Tools. 

You can access the Freeze button from the Tickets tab, click Manage next to the ticket and the Freeze button will be listed under the Ticket Details Section. Once you freeze a wristband/card the button will update to Unfreeze, and you can unfreeze the wristband/card at anytime. 

Note

Whenever you click Manage next to any transaction in Guest Support Tools, you'll find a section at the bottom of the page where you can leave notes for that specific transaction. These notes are accessible to any other Intellitix Admin or Support user. We advise users to include their name and the date when leaving a note. Additionally, there is a Notes tab where you can leave information about the guest’s account.

Top-ups: Viewing and Taking Action

The third tab in Guest Support Tools is Top-ups. The numbers in the below image match the below descriptions. 

  1. Event: Indicates the specific event attended by the guest. Below the event name, the event dates, and Top-up Order ID are listed. 
  2. Transaction: The transaction will be listed as Top-up with the date and time the Top-up occurred will be listed below. 
  3. Top-up Location: This is the Top-up station the Top-up occurred at. For more information on how to create a Top-up location, visit this help article. 
  4. Top-up Type: This will list how the Top-up was made. The different Top-up types are Online via the guest’s Intellitix Web account or Admin Top-up, Onsite Cash, and Onsite Card. 
  5. Amount: The amount of the Top-up. 
  6. Manage: If you click Manage on the right-hand side, you will be able to view more information about the Top-up transaction such as the transaction status, payment ID, and the option to resend a Top-up receipt.

Send a Top-up Receipt

If a guest has created an Intellitix Web account and added their wristband, they will automatically receive an email receipt whenever they Top-up funds. Additionally, they can access all past Top-up transactions and resend receipts directly from their Intellitix Web account.

Should a guest request a Top-up receipt to be resent, follow these steps:

  1. Locate the guest and the specific Top-up transaction.
  2. Click Manage next to the Top-up.
  3. Click on the Actions button in the upper right-hand corner and select Resend Receipt.
    1. Please note that system emails may occasionally be filtered into the spam/junk folder. If the guest doesn't find the email in their inbox, kindly advise them to double-check their spam/junk folder.

Note

From Guest Support tools, you are unable to refund a Top-up. Depending on the event’s policies, the guest may be eligible for an Event Balance refund post-event. For more information on Refunds, visit the Refunds tab section of this article. 

Transaction Statuses

The Transaction Status section is visible in both the Top-up and Purchase details view. Below is a list of transaction statuses and their corresponding definitions. 

Status Definition
Processing Payment When the payment was initiated.
Confirming Payment Making sure the payment was valid.
Paid There was a dollar amount associated with the order when it was initially placed and paid for.
Payment-Failed The payment did not go through. The merchant account (Adyen/Stripe) will have more details as to why the payment failed. 

Expired

The payment did not go through.
Partial Refund Select items from the order have been refunded.
Refunded All of the items in the order were refunded and no valid items remain.

  Note

Please be aware that the main Top-up and Purchases pages do not display the transaction status. To check the status of a transaction (paid, failed, refunded etc.)  you must click Manage next to the specific Top-up or purchase transaction. 

Purchases: Viewing and Taking Action

The fourth tab in the Guest Support Tools is Purchases. The numbers in the below image match the below descriptions. 

  1. Event: Indicates the specific event attended by the guest. Below the event name, the event dates, and purchase Order IDs are listed. 
  2. Transaction: The transaction will be listed as a Cashless Purchase with the date and time listed below. 
  3. Vendor Name: This is the Vendor the purchase was made at. 
  4. Vending Location: This is the Vending Location the purchase was made at. 
  5. Amount: The amount of the purchase. This is the total amount including tax and tips. 
  6. Manage: If you click Manage on the right-hand side, you will be able to view more information about the purchase transaction such as: 
    1. Products purchased
    2. Quantity of each product
    3. Subtotal, tip, and tax
    4. Payment ID
    5. Transaction Status
    6. Payment Method: Wallet (Event Balance) or an attached payment method

Purchase Actions

Once you click Manage next to a purchase transaction, you'll access the purchase transaction details. In the upper right-hand corner of this page, utilize the Actions drop-down menu to issue a refund or resend receipts.

Issue a Purchase Refund

Should a guest require a refund of a purchase they made at a vendor, follow these steps:

  1. Locate the guest and the specific Purchase transaction.
  2. Click Actions.
  3. Select Refund Order.
  4. Check the box/s next to the product/s you want to refund. You can decide whether you want to provide a full or partial refund to the guest by using the checkboxes and quantity toggle next to the products. 
  5. When you are satisfied with what you want to refund, click Confirm

After completing the refund, the guest will receive an email notification confirming the issuance of the refund. You'll also notice the transaction status at the bottom of the purchase page will update to Refunded.

If the purchase was made using an attached payment method, the funds will be returned to the guest’s card within 5-10 business days (exact timing depends on their bank). If the purchase was made using an Event Balance, the funds will be returned back to the guest’s Event Balance within a few minutes.    

Note

Events typically provide vendors with either printed or electronic product refund forms during the event. Vendors are usually required to complete the refund form and submit it to cashless customer service in order to initiate the guest's refund process.

Send a Purchase Receipt

Should a guest request a Purchase receipt to be resent, follow these steps:

  1. Locate the guest and the specific Purchase transaction.
  2. Click Manage next to the Purchase.
  3. Click on the Actions button in the upper right-hand corner and select Resend Receipt.
    1. Please note that system emails may occasionally be filtered into the spam/junk folder. If the guest doesn't find the email in their inbox, kindly advise them to double-check their spam/junk folder.

Note

Guests can access all their top-ups, purchase transactions, and refunds directly from their Intellitix Web account and generate receipts.

Transaction Statuses

The purchase transaction statuses share the same definitions as the Top-up transaction statuses. For more information on Transaction Statuses, please visit this section of the help article.

Refunds

The fifth tab in the Guest Support Tools is Refunds. The Refund page will house 2 different types of refunds; Product Refund Transactions and Refund Form Submissions.

Product Refund Transactions

Any product refunds that have been issued will be listed in the Refund Transactions section. To view details of a refund such as what was refunded and when the refund was made, click Manage on the right-hand side of the transaction. 

Refund Form Submissions

Depending on the event’s policies, guests may be eligible for an Event Balance refund post-event. If the event is offering post-event Event Balance refunds, the guest will need to complete and submit their Refund Request form in their Intellitix Web account.  When the guest has submitted the Refund Form, the name of the guest and the date of when the Refund Form was submitted will be listed in the Refund Form Submission section. If a guest makes a mistake on their submission, they can submit a new Refund Request Form from their Intellitix Web account. 

Notes: Creating and Viewing

The last tab in the Guest Support Tools is Notes. The Notes tab allows Cloud users to leave notes about specific guests, visible to other users. To add a note, click Add Note, type your message, and click Confirm. The date and time are automatically added, but user names are not. We recommend encouraging staff to include their names in their notes in case further details are needed on a particular note. 

Note

The notes field is alphanumeric only and does not accept special characters

Common Guest Support Actions 

Below is a list of commonly utilized guest support actions, each accompanied by direct links to the relevant sections within this article. If you need assistance searching for a guest, visit this section of the help article

How do I send a receipt to a guest?

How do I refund a purchase transaction? 

Visit this section of the help article. 

How to complete an Admin Top-up?

Visit this section of the help article in section 1F. 

How do I know if a guest has successfully created their Intellitix Web account?

Visit this section of the help article in section 3. 

How do I replace a wristband/card in CP?

Visit this help article for step-by-by instructions on how to replace a wristband/card in CP

Was this article helpful?
0 out of 0 found this helpful