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Managing custom fees

Use Settings → Fees → Custom Fees for fees your organization adds to purchases. You need permission to manage fee settings.

An order-level fixed fee applies once to an order. An item-level fixed fee applies to each eligible item. Check the total your customer will pay before you start using a new fee.

Add fixed fees​

  1. Under Organization Order-Level Fees, select Add Order Fee.
  2. Enter Fee Name and Amount ($). Leave Percentage (%) at 0 when you want only a fixed amount.
  3. To add a per-item fee, use Add Item Fee under Organization Item-Level Fees and enter its name and amount.
  4. Review where each fee applies, including Apply Online and Apply In-Person. Check its refund, exchange, and tax settings before saving.
  5. Select Save custom fees and wait for Custom fees saved.
  6. Reload and check the saved names and amounts.

For example, a $2 order-level Venue Services fee and a $1 item-level Ticket Services fee add $4 to a two-ticket order. Two $24 tickets then total $52 in a booking with no additional taxes or charges.

Check the box-office total​

Open the event time in the box office, choose the ticket quantity, and review the order. On a phone, select Review Order first. Start the intended payment action and check the total before completing the sale.

For the example above, Cash → Exact fills Cash Tendered with 52.00. Complete a cash sale only after receiving the payment. See Sell tickets for cash.

Remove a fee from future orders​

  1. Return to Custom Fees.
  2. Use the remove button on the fee you no longer want.
  3. Select Save custom fees.
  4. Reload to check that it is gone, then review a new order's total.

If all custom fees are removed, the page shows No custom fees are configured. Removing them does not change the payment already recorded on a completed order. In the example, the earlier $52 sale remains $52 while a new two-ticket quote returns to $48.

If the total differs from what you expect, check the fee's order/item level, applicable items, channels, and any event or collection overrides. Share the fee names and affected event with support if needed.

For different ticket fees on one event, see override fees for an event or pass collection.