Will-Call — Holding Tickets for Box Office Pickup

What is will-call?

Will-call is a fulfillment method where tickets are held at the box office for the buyer to pick up in person on game day, rather than being sent by email or print.

Use will-call for:

• Buyers who prefer physical tickets
• Late sales where there isn’t time to mail or email
• Comp tickets for guests where you want to confirm identity at pickup
• Group sales where the group leader picks up tickets for the whole group

Placing an order on will-call

When creating a manual order:

1. Create the order via Admin > Orders > New Order (see Manual Sales).
2. In the Delivery Method step, select Will-Call.
3. Complete and save the order.

On an existing order:

1. Open the order in Admin > Orders.
2. Click Mark as Will-Call.

The order now shows fulfillment status Will-Call.

Finding will-call orders on game day

Path: Admin > Orders, filter by Fulfillment Status: Will-Call

Or search by buyer name or email at the box office window.

Picking up a will-call order

When the buyer arrives:

1. Find their order.
2. Verify their name and (if required) ID.
3. Click Print Tickets to print their tickets on the spot, or Send Ticket Link to send to their phone.
4. Mark the order as Fulfilled once tickets are handed over.

Marking orders as fulfilled

After handing over tickets:

1. Open the order.
2. Click Mark as Fulfilled.

This updates the fulfillment status and removes the order from the will-call queue.

What could go wrong

• “Buyer says they’re on will-call but I can’t find them” — Search by both first name and last name separately (partial name matching). Also try their email address.
• “Buyer wants to add more tickets at pickup” — Create a new manual order for the additional tickets. You cannot add line items to an existing paid order.
• “I accidentally sent the ticket to their email when it should be will-call” — You cannot unsend an email. The buyer can still pick up at will-call — the emailed ticket and the will-call record have the same QR code and will both scan as valid. Coordinate with gate staff if needed.

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Related: Manual sales, Order management, Gate scanning on game day