Organizer guide: Creating custom checkout questions
Custom checkout questions allow you to gather specific information from ticket buyers during the purchase process. Their responses are stored in the event’s Will Call report, helping you prepare for the event with tailored guest data.
How to access the custom question settings
- Once your event is created and saved, return to the event and click Edit.
- In the left-hand menu, select Order Form.
Order confirmation message
Enter a message that guests will see after completing checkout. This message will also appear in their confirmation email.
Choose your info collection method
You must choose one of the following methods before adding questions:
Standard info
This method allows for basic customization and additional settings:
- Ticket button verbiage: Customize the Buy Tickets button label.
- Require guest info for each ticket: Ensure questions are answered per ticket.
- Require info for box office/POS: Enable question prompts for in-person staff sales.
To add a question, click Add question and choose a format:
- Text input: Accepts letters and numbers (max 100 characters).
- Textarea: Longer response (max 500 characters).
- Select box: Dropdown list with one selectable option.
- Decimal input: Up to 5 digits before and 5 digits after the decimal.
- Integer input: Numeric values (up to 10 digits).
- Date picker: Calendar selector.
- Checkboxes: Multiple selectable options.
After selecting the format, complete these fields:
- Question: What you want to ask.
- Help text: Optional guidance for ticket buyers.
- Ticket types: Apply the question to specific tickets.
- Required: Mark whether an answer is mandatory.
You can remove questions at any time by clicking the trash icon beside them.
Enhanced info
This expands on the Standard method by allowing toggles for additional preset data fields such as gender, address, etc. You can still add custom questions using the same formats listed above.
When to use custom questions
- Sponsorship reporting: Collect demographic details (e.g., age, city, or occupation) to provide value for sponsors.
- Marketing insights: Learn more about your audience to guide advertising, retargeting, and event planning.
- Merchandise planning: Collect clothing sizes in advance to ensure you stock the right inventory.
- Waiver acknowledgements: Have ticket buyers confirm they’ve reviewed event rules, health waivers, or liability disclaimers before purchase.
Checkbox questions and waivers
Checkbox custom questions are especially useful for confirming terms and waivers. With this format, buyers must check the box before continuing to checkout.
- Checkbox questions support custom HTML and allow for longer text, making them ideal for legal or safety disclaimers.
- You can include waiver text with clickable links to external documents or detailed policy language.
Front end
Viewing responses
All responses are recorded in the Will Call report, available from your event dashboard.
- Go to Reports or Check In.
- Download the Will Call list to export responses.
- On the Check In page, click the folder icon to expand ticket items, then click the Info icon to view question responses per ticket.
Important details
- Custom questions can be mandatory or optional — you choose this when setting up the event.
- Questions can be assigned to specific ticket types so only relevant buyers see them.
- For in-person sales, enable Require info for box office/POS to collect responses at the point of sale.
Limitations
- If custom questions are added to a grandparent event, they will not appear in calendar view. Attach them to parent events instead.
- For packages:
- Do not add custom questions to the parent ticket type of a package.
- Add questions to the child events only.
- Responses will not appear in the parent event’s Will Call report. Run the child event Will Calls to see responses.
- Requiring answers for each guest/ticket at the parent level can lead to missing data. Configure questions at the child level to avoid issues.
Troubleshooting & FAQs
Where can I view the responses after checkout?
Responses are available in the event’s Will Call report. From your event dashboard, go to Reports → Will Call.
Can I edit or delete a question after sales have started?
You can make changes to questions, but doing so after sales have begun may affect data consistency. It’s best to finalize questions before launch.
Will the questions show for all ticket types?
You can choose whether to ask for all ticket types, or you can assign questions to specific ticket types.
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