Ticket office closings

Ticket office closings help you maintain control over your in-person sales by comparing what your box office staff declares against what the system has recorded. This is essential for cash reconciliation and accountability.

What are ticket office closings?

A ticket office closing is a reconciliation report created at the end of a selling shift. It compares:

• What the system recorded (expected amounts)
• What the staff counted (declared amounts)
• The difference (ideally zero)

This creates an audit trail and helps identify discrepancies before they become problems.

Note: Ticket office closings are optional. You can sell tickets at the box office without ever creating a closing. However, for events with significant in-person sales, closings provide valuable control and accountability.

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When to use ticket office closings

Use them when:

• You have dedicated box office staff
• Multiple people sell tickets in person
• You handle significant cash transactions
• You need accountability for each seller
• You want to reconcile daily sales

Skip them when:

• You only sell online
• You handle box office yourself occasionally
• In-person sales are minimal

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How to create a closing

After finishing a selling shift, the box office member creates a closing:

1. Go to the Sell menu (where they've been selling)
2. Click the red button "Close Ticket Office" (top right)
3. Complete the closing form:

Field	What to enter
Cash count	Total cash from all sales
Card count	Total from POS terminal closing
Observations	Any notes about irregularities

4. Click Submit

Date assignment

The closing is assigned to a date based on when it's submitted:

• Before 2:00 AM: Counts for the previous day
• After 2:00 AM: Counts for today

Example: Closing at 00:30 on Saturday → Assigned to Friday

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What a closing captures

Each ticket office closing records:

Data	Description
Date	Which day the closing corresponds to
Team member	Who created the closing
Tickets sold	Total tickets sold that day
Invitations	Courtesies sent/emitted that day
Cash expected	System-recorded cash sales
Cash counted	Staff-declared cash amount
Cash difference	Expected - Counted
Card expected	System-recorded card sales
Card counted	Staff-declared card amount
Card difference	Expected - Counted
Total difference	Cash + Card difference
Total expected	Cash + Card expected
Total counted	Cash + Card counted
Observations	Staff notes
Closed at	Exact date and time of closing

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Accessing ticket office closings

From the Fanz dashboard, go to Reports → Ticket office closings.

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Filters

At the top you have several filters:

Date range

Filter closings by date. Default shows all closings (paginated, most recent first).

Member filter

Filter by specific team member. Default is "All members".

Group by day

A switch that changes how data is displayed:

State	Display
Off	Individual closings per member
On	Closings grouped by date (totals per day)

Download

Export visible data to CSV or XLS format.

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Metrics bar

Below the filters, summary cards show totals for all visible closings:

Card	Information
Total tickets	Online + box office tickets (only when grouped by day)
Tickets sold	Box office tickets sold
Invitations	Courtesies sent
Cash counted	Total + expected + difference
Card counted	Total + expected + difference
Total difference	Counted vs expected, with total difference

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Closings table

The main table shows all ticket office closings with the data described above.

Display modes

Individual view (Group by day OFF):

• Each row is one closing from one member
• Shows member with profile picture (hover for name/email)
• Actions available per closing

Grouped view (Group by day ON):

• Each row is a date
• Expandable to see individual closings
• Shows combined totals for the day

Difference colors

Differences are color-coded for quick scanning:

Color	Meaning
🟢 Green	Little to no difference (acceptable)
🟡 Yellow	Small difference (review recommended)
🔴 Red	Notable difference (investigate)

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Available actions

For individual closings (not grouped), you can:

View orders

Opens a modal with the orders list pre-filtered by that team member and date. This is the fastest way to review all sales included in the closing without manually setting filters.

View purchases

Opens a modal with all transactions made by the ticket seller. Use this to quickly validate and review everything the seller did during their shift—including individual purchase details—without leaving the closings page. This is helpful when you need to audit a specific seller's activity before reconciling.

Refresh closing

Recalculates the closing with the latest system data.

When to use:

• A last-minute sale was entered after closing
• A payment method was corrected on a purchase
• You need to update the expected amounts

Edit closing

Only available to administrators.

Edit the declared amounts:

• Cash count
• Card count
• Observations

After editing, the closing recalculates with the updated data.

Delete closing

Removes the closing entirely. Shows a confirmation modal.

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Understanding and handling differences

What causes differences?

Common causes of discrepancies:

Cause	Example
Counting errors	Staff miscounted cash
Wrong payment method	Sale recorded as cash but paid with card
Missing sale	Transaction not entered in system
Change given incorrectly	Too much or too little change
Timing issues	Sale made after closing cutoff
Theft	Staff pocketing cash or manipulating sales

Important: In uncontrolled ticket office environments, recurring negative cash differences (staff counted less than expected) can indicate theft. This is one of the main reasons to use ticket office closings—they create accountability and make irregularities visible before they become significant losses.

How to handle differences

Small differences (green/yellow):

1. Check if any sales have incorrect payment methods
2. Review the observations for explanations
3. If explainable, document and move on
4. If recurring, review staff training

Large differences (red):

1. Don't panic—investigate first
2. Click View orders in the closing's action menu to see all transactions pre-filtered
3. Go through each order looking for inconsistencies
4. Look for payment method errors (common)
5. Verify POS terminal closing matches
6. Review security footage if available
7. Document findings in observations
8. If pattern continues, address with the team member

How to spot inconsistencies

When reviewing orders, look for patterns that don't match your business model. For example:

• 3 purchases to the same person: 2 are courtesies and 1 is paid—if your policy is "all or nothing," this is a red flag
• Multiple small cash transactions: Could indicate split transactions to avoid scrutiny
• Unusual payment method patterns: Too many card reversals or voids
• Sales outside normal hours: If the venue was closed

What's "normal" depends entirely on your business. Someone familiar with your operations should do these reviews.

Correcting payment method errors

A common fix for differences:

1. Find the purchase in Reports → Purchases
2. Open the purchase detail
3. Check if payment method is correct
4. If wrong, edit to correct method
5. Go back to the closing and click Refresh
6. The difference should reduce or disappear

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Best practices

Daily closings

• Close the ticket office at the end of each shift
• Don't wait until the next day—memories fade
• Make it part of the routine

Multiple sellers

• Each seller should create their own closing
• This maintains individual accountability
• Use the member filter to review each person

Document everything

• Use observations for anything unusual
• "Customer disputed charge" or "POS error at 8pm"
• This context is valuable later

Review regularly

• Check closings weekly or after each event
• Look for patterns in differences
• Address recurring issues early

Use group by day for overview

• Start with grouped view to see daily totals
• Drill down into individual closings when needed
• Export grouped data for management reports

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Next steps

1. General metrics →
2. Orders list →

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