FREQUENTLY ASKED QUESTIONS

Can I choose my own domain name with ON THE STAGE?

If you own your domain name and already have a hosting service, you can easily redirect it so that visitors are automatically sent to your ON THE STAGE Organization or Production Website. If you do not yet own your desired domain, or if you would prefer to switch your hosting plan, you can purchase and host with us for just $25 per year.

Can I link my ON THE STAGE site to social media?

Yes! You can easily link your Facebook, Instagram, and Twitter accounts to your ON THE STAGE site for a seamlessly branded online presence and increased audience engagement.

Can we use our own artwork on the website?

Absolutely! Just upload your files using the specs we provide. If you need help resizing your art, our team of graphic designers can do that for you.

What’s the difference between a Production Site and an Organization Site?

Your Production Site is where patrons can learn more about your show or event, purchase tickets and merchandise, and make a donation at the point of sale.

Your Organization Site is a hub for promoting your organization and your brand. It’s your online home, with a URL that remains consistent no matter what show you’re working on at any given moment. There, patrons can buy tickets to any show in your season, subscription packages, merchandise for all your productions, and stay up to date about organizational news and opportunities. You can even purchase a custom domain name for your Organization site for just $25/year and we’ll host it for free!

Can I charge different ticket prices for different seat locations?

You sure can! From flat-rate General Admission sales to multiple ticket types and pricing tiers for the different sections of your venue, with ON THE STAGE you can create offerings that are simple or complex as you want them to be.

Can I offer comp tickets and other discounts through ON THE STAGE?

Of course. In addition to standard comp tickets, with ON THE STAGE you can create as many discount codes as you need, for whatever application you can think of.

Can we offer paper tickets with ON THE STAGE?

Current trends show ticketing headed in a completely digital direction—and with our paperless system, ON THE STAGE is ahead of the curve. Patrons are, of course, welcome to print their confirmation email and bring that to the venue for check in, but it is not required. Or, if you prefer to give audience members a physical ticket that shows their seat assignment, our event check in report includes individual stubs that can easily be cut out at the box office and then shown to an usher.

Do we need to buy or rent a ticket scanner?

No! Our Walk Up App is designed to be quick and easy, with no need for additional devices. Patrons check in at the venue by providing their name and/or confirmation number, which is included in their order confirmation email.

Do I need a chip reader to process credit card sales?

No. Our Walk Up App allows you to process credit card transactions on any device without a chip reader.

How are refunds and exchanges handled?

ON THE STAGE is built to work for you. Our website builder includes a customizable field for your organization’s specific Refunds and Exchanges Policy, so no matter how you choose to handle these circumstances your patrons will be fully informed before they make their purchase.

If you do choose to offer refunds and/or exchanges for ticket purchases, please note that ON THE STAGE does not process these transactions for you; however, our Client Support team is available to walk you through the necessary steps if you need assistance.

How do I make sure our box office reports include cash sales?

In order to ensure that all reporting is complete and accurate, use our Walk Up App for all cash transactions. The App is optimized for use on your mobile device, so cash and credit card sales are quick and easy no matter where or when they take place.

What if our wifi goes out on the day of show?

The ON THE STAGE Walk Up App and Live Check In List are optimized for use on a smartphone, tablet, or laptop. If you have spotty wifi you can use your smartphone to process sales and check patrons in at the door, or use it as a hotspot to connect to other devices.

If you don’t have access to a smartphone, turn off ticket sales two hours before your event and print out the Check In List so that you have the most up to date list of patrons available for manual check in.

How much does it cost to use your platform?

There is absolutely no cost for using On The Stage’s website builder, promotion tools, artwork, Box Office Portal or merchandise portal. Our only profit comes from a standard, per-ticket convenience fee, which is among the lowest in the industry. We are also contractually required to process credit cards at a rate of 4% + $0.30 on a per transaction (rather than per ticket) basis. In line with industry best practices, the vast majority of our producing partners pass these fees on to their patrons and have still seen increases in overall ticket sales by utilizing the On The Stage platform. However, it is entirely up to you whether you wish to pass these fees along to your patrons at the point of purchase (Fees Added On) or absorb the cost yourself (Fees Included). In this instance, we recommend you raise your ticket price $1.00 – $2.00 to offset this cost.

When will my organization receive its funds and how?

On The Stage is committed to getting you access as fast as possible, including options for instant access to your funds. We offer three (3) options for accessing your funds via our platform, Stripe Connect, ACH/Direct Deposit, and Check.

• Immediate Payout: Stripe Connect Clients receive immediate payout for the purchases made. You can schedule your payments to be Daily, Weekly, Monthly or On Demand. No funds are withheld, any additional fees incurred will be invoiced at the end of your production.
• 5-7 Days: ACH / Direct Deposit – Deposited into your account with 5-7 days after your production has closed and you have reconciled your account. The reconciliation process begins 24 hours after your production has closed.
• 2-3 Weeks: Check Payment – Mailed to your organization within 5-7 business days after your production closes. Typically takes 2-3 weeks to be received.

Other Payments – We reconcile non-production merchandise sales and donations on a monthly basis for payout.

Why does ON THE STAGE require a signed W9 form?

We use your signed W9 form to verify your organization as a legal entity and use the name and address on that form to process all payments.

How do I set up my Merchandise Shop?

Our team of graphic designers will use your show art to create the appropriate files and upload them to your site. Merchandise for shows using ON THE STAGE artwork will be available immediately upon publication of your website. All other merchandise will appear in your integrated online shop within five business days. It’s that easy!

What items can my patrons purchase?

Your Merch Shop includes t-shirts, sweatshirts, mugs, posters, and tote bags featuring your show or event artwork.

Can I request merchandise featuring my organization’s logo or other special design?

Absolutely. Just upload the appropriate graphic files.

ON THE STAGE is also happy to create original artwork for your organization, should you have something in mind but don’t have a design in place yet. Please reach out to your Product Specialist with special requests and to learn more about pricing for creative design.

Who sets the prices for merch items?

Merchandise is automatically listed at cost. However, you are welcome to increase the base price in order to include a profit for your organization.

Base prices for merch items are:

T-Shirt – $18
Sweatshirt – $33
Mug – $11
Poster – $13.50
Tote – $15

Can we offer refunds or exchanges on merchandise?

ON THE STAGE uses a third-party vendor to fulfill merchandise orders on demand. For this reason, there are no refunds and no exchanges available on merchandise purchases.

How do I know how much merchandise to order?

You don’t need to order (or stock, or distribute…or store) a thing! All merchandise is created on demand and shipped directly to the purchaser at the time the order is placed.

Can we order merch items in bulk for our cast and crew?

You are welcome to purchase smaller quantities of merchandise from your own shop and have them delivered to your address. If you would need 50 or more of the same item, contact your Product Specialist to inquire about discounted bulk orders.

How long will merchandise remain available on my site?

Merchandise stays on your site until you contact your Product Specialist to take it down. We want to be sure your patrons have the opportunity to buy merchandise for a show after it has closed.