Basket

Understand how the ticket shop basket reserves items, manages timeouts, and offers discount and access code entry before checkout.

Overview

The basket is where customers collect tickets and products before checking out. When a customer adds items, those items are reserved — stock is held so no one else can purchase the same seats or limited inventory. A countdown timer shows how long the reservation lasts, and when the timer expires, items are released back to inventory for other customers.Beyond holding items, the basket is the place where customers enter discount codes, apply access codes, and (optionally) are guided through an upsell wizard before proceeding to checkout.Several company settings control basket behaviour. This page walks through each one and explains how they affect the customer experience.

Basket Timeout

Every basket has a countdown timer. When items are added, the timer starts and the customer has a fixed window to complete checkout before their reserved items are released.

Configuring the Timeout

Set the timeout duration in General Settings under Basket timeout (in minutes).

Choose a timeout that balances urgency (shorter timers reduce stock-holding conflicts) with customer convenience (longer timers suit complex orders or slow connections).

Timer Extensions

Customers can extend their basket timer during checkout if it is about to expire. Extensions are offered automatically when the timer falls below one minute.

For example, with a 10-minute timeout, a customer who uses all three extensions can hold items for up to 30 minutes.

What Happens When a Basket Expires

When the timer reaches zero, all items are released back to inventory. The customer sees “Your basket is empty” along with one of these messages:

The customer can click Rebuild basket to attempt recovery. The system tries to re-reserve each item and reports the result:

Recovery depends on current stock availability. If another customer purchased the same items while the basket was expired, those items cannot be recovered.

Basket Size Limit

You can cap the number of items a single basket can contain.Configure this in Company Settings under Basket size limit. This setting optionally overrides the default and applies only to the ticket shop — it is not enforced in box office.

The basket size limit does not apply to box office orders. Box office staff can add items beyond the configured limit.

Global Basket (Multi-Event Purchasing)

By default, customers can add items from multiple events into a single basket and check out once. This is called the global basket.Configure this in Company Settings under Enable global basket.

When Enabled (Default)

Customers freely add tickets and products from different events into one basket. All items appear together and are purchased in a single checkout.

When Disabled

Customers can only hold items from one event at a time. If they try to add items from a different event, a modal appears:

“You already have items in your basket from a different event. Please finish your previous purchase before trying to purchase new items.”

The modal offers two choices:

Global basket cannot be used with forced checkout (they are mutually exclusive) or with event-level tracking pixels. See Setting Conflicts for the full list.

Forced Checkout

Forced checkout prevents customers from navigating away from the checkout flow once they have items in their basket, reducing abandoned carts. It is only available when global basket is disabled and applies to the ticket shop only (not box office).Configure this in Company Settings under Enable forced checkout.

How It Works

When a customer with items in their basket tries to navigate to any other page, a confirmation modal appears:

• Title: “Are you sure?”

• Message: “Are you sure you want to leave checkout? Your selected items will be removed from your basket and may not be available later.”

Discount Codes

Customers can enter discount codes directly in the basket to reduce their order total.The discount code field is controlled by the Show discount input setting in Company Settings. When enabled, the basket displays: “If you have a discount code, please enter it in the box below” with an Apply button.

Customers can remove applied discount codes individually if they change their mind.For creating and managing discount codes, see Discount Codes.

Access Codes

Access codes work differently from discount codes — rather than reducing prices, they unlock hidden sale items that are not otherwise visible in the shop.The access code field is controlled by the Show access code input setting in Company Settings. When enabled, customers can enter their code in the basket or via the Profile icon in the menu.The basket displays: “If you have an access code, please enter it in the box below to unlock additional items.” with an Apply button.

Access codes unlock items — they do not apply a price discount. Once an access code is applied, previously hidden sale items become available for the customer to browse and add to their basket.

For creating and managing access codes, see Access Codes.

Upsell Wizard

The upsell wizard encourages customers to consider additional products and donations after they add items to their basket, before they proceed to checkout.Configure this in Company Settings under Enable upsell wizard.

How It Works

When enabled, adding items to the basket triggers a guided wizard that presents relevant non-ticket items such as merchandise, food and drink packages, or donation options. The customer can:

Basket Page Layout

The basket page shows customers everything they need before checking out:

• Title: “Your basket”

• Each item with its name, quantity, and price

• Running order total

• Discount code and access code sections (if enabled)

• Countdown timer

• Checkout button

When the basket is empty, customers see “Your basket is empty.” with an empty basket icon.

Basket during order modification

Basket Links (API)

External systems can create pre-populated baskets via the API and generate signed URLs that take customers directly into checkout with items already reserved. See basket links for full details on how this works, including security, restrictions, and redirect configuration.

Settings Reference

A summary of all company settings that affect basket behaviour: