Q: Why does the system say it cannot find the guest when I can see their name and know they are in the system?
A: Click on the correct name to "pull" it into the box before hitting "Continue." The check-in search box is an auto complete/search box, but the user needs to select the data to go forward.
Q: A group bought an Item together but want to pay separately. How do I sell to a group?
A: Go to Catalog > find Item > click on Edit icon > Edit Quantity to match # of buyers > Divide FMV/ # of people buying > Save. Then go to Auction Night > Sell item to each buyer at Bid Price / # of Buyers. (Example: 5 buyers jointly bid $10,000 to share an item with FMV $5000. Edit Quantity to 5 and FMV to $1000 and sell 5 times at $2000 each.)
Q: How do I correct the sale amount of an item after the guest has checked out?
A: Go to Auction Night > Edit Order > find and select guest. From the order screen, you will be able to edit the price or qty, or return items and process the refund, or apply another payment.
Q: Why do AMEX and/or Discover Cards keep failing?
A: Your merchant account may not be authorized to accept AMEX and/or Discover, AND/OR your auction software is not set to accept them. If the gateway is set not to accept a card type, the site will produce an error message before the charge is sent. Someone with CHAIR privileges will be able to change/check the card type settings at Site Settings > Customize Your Site > Payment / Credit Card > Setup Gateway.
Q: The auctioneer got the donor to double the donation and 2 people to buy it. What do I do?
A: Go to Catalog > find Item and click on Edit > Add Quantity so there are 2 > Save. Sell item to two guests.
Q: Someone wants to pay with cash and credit card. How do I split payments?
A: In the payment section of the check-out screen, select the desired payment type from the dropdown, edit the amount to pay as desired, then submit payment. Repeat as needed until order is paid in full.
Q: How do I process a return and refund after check-out?
A: Go to Auction Night > Edit Order > find and select guest. From the order screen, you will be able to return items and process the refund, if necessary.