Issues log

Tier 1 (real code, real problem) Customer email: matthew_marko@yahoo.com Feedback (2026-05-13): "My reshedule code kept saying mis applied. Ive emailed twice about it and haven't heard bsck" What they have: • 2 valid codes: MATTHEWMARKO + ADMATTHEWMARKO • Code value: $409.98 • ADMATTHEWMARKO is city-locked to New York What went wrong: tried to book Lilo & Stitch NYC May 24 (which was cancelled) 9 separate times. The cancelled show now renders an unambiguous "this show was cancelled" page (commit 1a7ae17) but matthew didn't see that fix. Recommended response: apologise for the delayed reply. Tell him May 24 NYC Lilo & Stitch was cancelled — he likely received a credit email but kept trying that exact date. He can use MATTHEWMARKO on any NYC show (it's not reschedule-page-restricted), or ADMATTHEWMARKO on any NYC show. Send him the list of upcoming NYC dates.

Someone · 5/29/2026 · last activity 5/29/2026

Tier 1 (real code, real problem) Customer email: zoemorritt@gmail.com Feedback (2026-05-21): "Getting an error message when trying to use a credit code" What they have: • Code: SRZOEMORRITT • Value: $409.98 • Restricted to: /reschedules page only What went wrong: tried code on regular /checkout for The Princess and the Frog LA Jun 13. The code is gated to the /reschedules redemption page. Her feedback predates the "Go to rebook" button (shipped 2026-05-27) so she just saw a raw error and bailed. Recommended response: apologise, send her the direct link https://forknfilm.com/reschedules?code=SRZOEMORRITT (prefilled) to the LA Princess and the Frog show.

Someone · 5/29/2026 · last activity 5/29/2026

Tier 1 (real code, real problem) Customer email: hinotekekemapa15@gmail.com Feedback (2026-05-29): "the link claiming there are still Portland dates available does not actually accept the credit provided ... this reeks of a scam" What they have: • Code: FNF-CR-PY2M8F • Value: $409.98 • Issued for cancelled Ratatouille Portland 5/30 • Restricted to: /reschedules page only What went wrong: tried code on regular /checkout for Ratatouille Portland Jun 6. The "Go to rebook" button was live by then (5-27) but she still missed it. The redirect banner has been re-shipped much louder (commit d2f04ba 2026-05-29) but this customer is at risk of churning. Recommended response: high-priority apology. Confirm her code is valid and the show is available. Send the direct /reschedules link. Consider a goodwill upgrade (popcorn package) given she suspected a scam.

Someone · 5/29/2026 · last activity 5/29/2026

Tier 2 (no code, plausible CS gap) Customer email: dpsalmist73@gmail.com Feedback (2026-05-10): "Was originally attending on Mother's day and it was canceled." What they have: • Wix order 2ZZ6-FZMJ-991 — Cloudy LA 5/8 — fulfilled, never cancelled • 5 pending Stripe attempts for Elf LA Dec 11 — DRAFT (now blocked) What went wrong: claims Mothers Day cancellation but our records show her LA Cloudy 5/8 as fulfilled. Either a separate Mothers Day order under a different email, or memory mismatch. Recommended response: ask her for the original order number / email. If a real cancellation happened, issue a manual credit. Either way the Elf LA Dec 11 show she kept trying to book is currently a draft and not bookable.

Someone · 5/29/2026

Tier 3 (no order, no cancelled show) Customer email: heather.niehoff@yahoo.com Feedback (2026-05-28): "If the price was lower or a discount code, I would more likely purchase tickets" What they have: • No previous order in our system • 1 pending Stripe attempt for Ratatouille Dallas Jun 7 What went wrong: this is a straightforward price complaint, not a credit-code crisis. She never had a credit. Recommended response: low priority. Optional first-purchase nudge ("we hope to see you at FnF") but no credit owed.

Someone · 5/29/2026

Tier 3 (no order, no cancelled show) Customer email: ssrichmond@hotmail.com Feedback (2026-05-17): "Need to rebook because my 5/16 event was cancelled" What they have: • No previous order in our system • 1 pending Stripe attempt for Shrek Detroit Jun 21 What went wrong: no order under this email, and no FnF show on 5/16 was cancelled (cancellations in that window were 5/22-5/24 + 5/30). She's likely using a different email than her original purchase. Recommended response: ask her for the original order number + the email she used.

Someone · 5/29/2026

Tier 3 (no order, no cancelled show) Customer email: lmajerus2003@yahoo.com Feedback (2026-05-17): no comment provided, what_would_help=other_help What they have: • No previous order in our system • 1 pending Stripe attempt for Shrek Detroit Jun 21 What went wrong: same pattern as ssrichmond — no order under this email but they're trying to rebook. Likely a different email originally. Recommended response: ask her for the original order number + the email she used.

Someone · 5/29/2026

Tier 3 (no order, no cancelled show) Customer email: cheledd@yahoo.com Feedback (2026-05-14): "my date was cancelled and I was given a promo code that doesn't work... I fear that I have lost all my money." What they have: • 3 fulfilled Wix orders (Ratatouille Detroit 1/10, Princess Detroit 2/21, Cloudy Detroit 5/10) — NONE cancelled • 1 pending Stripe attempt for Cloudy Detroit Jun 13 What went wrong: she successfully attended the Cloudy Detroit 5/10 show (sold-out, fulfilled). No cancellation in her history. She's either remembering wrong or confusing with a friend's booking. Recommended response: warm reply: "Looking at your account I can see your last show was Cloudy with a Chance of Meatballs Detroit May 10 which was a sold-out show — was that the one? Could you double-check the cancellation email you're referring to?"

Someone · 5/29/2026

Tier 2 (no code, plausible CS gap) Customer email: greggory.thompson@gmail.com Feedback (2026-05-25): "I have an email out to move the tickets from my canceled show the day before, but have not heard back" What they have: • Wix order 3060-92TZ-JNJ — Ratatouille NYC Jun 5 — status is now DRAFT in our system (probably moved/replaced) • 3 pending Stripe attempts for Ratatouille NYC Jun 6 What went wrong: his original Jun 5 show was moved to a draft (possibly rescheduled to Jun 6 by ops). He's trying to rebook directly via /checkout on the new Jun 6 date but didn't get a credit code because the original wasn't formally cancelled. Recommended response: confirm the schedule change, issue him a credit code for the Jun 5 amount ($409.98) via the admin reschedule tool, send the /reschedules link with the code prefilled.

Someone · 5/29/2026

Tier 2 (no code, plausible CS gap) Customer email: sydney.rivera2@gmail.com Feedback (2026-05-12): "I am trying to reschedule a show and my code is not working" What they have: • Wix order 302Q-QZ65-W4Z for Cloudy Portland 5/9 — fulfilled, never cancelled • Tried to book Princess and the Frog Portland Jun 13 — DRAFT (now blocked by commit 758d41c) What went wrong: trying to redeem a credit code we have no record of, on a show that was never publicly listed. Either there was a verbal/email promise of credit she remembers, or she's thinking of a different account. Recommended response: ask her which original show she means + which order number. If a cancellation truly happened outside our system, issue a manual credit.

Someone · 5/29/2026

Nick is preparing venue payments. For lifetime totals per city we need to know whether pre-2026-04-29 Wix orders were imported into the orders table or only post-cutover SuperTix orders exist. If NOT imported: "all-time" report effectively == "since ST" and Nick needs to reconcile the Wix pre-cutover totals separately from Wix admin exports. If imported: per-show row can show a real Wix-rev vs ST-rev split. Need to confirm by querying orders where paid_at < 2026-04-29 cutover, payment_processor = 'wix'.

Someone · 5/13/2026

When the report tells Nick "ticket revenue for this show = $X", should X be: - GROSS: what the customer paid for the ticket line items (default) - NET: gross minus Stripe processing fees minus platform fee Depends on what each venue contract specifies. Defaulting to GROSS so Nick can subtract per-contract fees manually, but if every venue contract is on the same basis we should bake it in.

Someone · 5/13/2026

The Messages thread + admin/refunds queue surfaces orders.payment_processor='wix' as "Refund manually in Wix" but the actual Wix flow is unmapped. Open questions: - Where in the Wix admin do we issue a refund for a past event order? - Does Wix auto-refund to original payment, or does it credit a Wix balance? - What's the timeline for the customer seeing the money back? - Do we need to do anything else in our system after the Wix refund (mark the order, void tickets)? Once we answer these we can update src/content/guides/messages-inbox.md and the refund-request UI to deep-link / give precise instructions.

Someone · 5/10/2026 · last activity 5/12/2026