Keep the problem specific
A flat battery, unreadable screen and missing booking are different problems. Ask the person for the minimum information the authorized lookup needs, without announcing it to the queue. Do not assume a familiar face or a screenshot of a payment establishes the correct entitlement. If the operator lacks the access or authority to resolve the case, move it to the named exception route rather than improvising at the scanner.
Find the relevant record
Ticket Tailor documents searching by buyer, attendee or ticket information. Your briefing should explain which route is appropriate for your event and role. Check the event occurrence before concluding that no record exists. Remember that a buyer may have purchased for another person. A search result is evidence to inspect, not an instruction to admit every matching name. Follow the organizer’s identification and admission policy.
Do not create a second transaction casually
Buying another ticket, issuing a replacement or changing an order can create financial and recordkeeping consequences. Those decisions belong to an authorized person. The scanning volunteer should report what they observed and what they have not changed. Keep a clear distinction between helping someone display an existing ticket and creating a new entitlement. This guide does not authorize refunds, identity exceptions or changes to a merchant account.
A fictional lookup handoff
An attendee’s phone has no battery, but they can identify the purchaser. The volunteer finds a possible group order and passes the case to the admission lead because the remaining tickets are unclear. The lead resolves it according to the event’s policy and records the relevant result. The lesson is to preserve the context of the lookup, not to promise that a name alone always guarantees entry.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Ticket Tailor: attendee check-in — Merchant documentation · help.tickettailor.com · Merchant-controlled · checked 2026-09-28
- Ticket Tailor: search and filter the doorlist — Merchant documentation · help.tickettailor.com · Merchant-controlled · checked 2026-09-28