Statuses and Reporting Context

Introduction

This section explains how statuses are used, where they appear, and how they map to reporting outputs, ensuring consistency across operations, CRM, and analytics.

Statuses in Expian describe the lifecycle of every order, ticket, membership, and voucher.

They define whether something is active, cancelled, redeemed, expired, or awaiting renewal, and therefore determine inclusion in reports and KPIs.

Expian captures and records data across multiple operational layers: Orders, Bookings, Tickets, Memberships, Entitlements, and Scanning.

Each layer carries its own set of statuses, defining the lifecycle stage and usability of the item or transaction.

These statuses feed directly into the Reporting module, determining which records appear in queries, aggregations, and dashboards.

Understanding these statuses is essential for accurate analysis.

A 'Redeemed' ticket represents a successful visit, while an 'Expired' ticket contributes to unfulfilled bookings.

Likewise, an 'Active' membership counts toward active base reporting, whereas 'Suspended' or 'Awaiting Renewal' statuses indicate paused or pending states.

Why It Matters

Every record in Expian, whether a ticket, membership, or voucher, carries a status that tells you where it is in its lifecycle.

These statuses control reporting visibility and affect totals across attendance, revenue, and renewals.

By understanding how statuses work:

• Analysts can apply filters correctly.
• Operational teams can interpret results accurately.
• Leadership can trust that reporting aligns with real-world activity.

Key Features

Order-Level Statuses

Order statuses represent the overall lifecycle of a purchase and its state in the transactional process.

They appear in the Orders and Orders (Revisions) data sources and are most relevant for financial, sales, and reconciliation reports.

Booking-Level Statuses

Booking statuses describe the redemption state of the tickets within a booking.

They provide insight into attendance, visit completion, and capacity utilisation.

Ticket-Level Statuses

Tickets are the most granular level of status tracking, used for redemption, validation, and scanning reports.

They appear in the Tickets data source and in Redemption History screens within Reservations and POS.

Membership and Entitlement Statuses

Membership and entitlement statuses define the active state and renewal conditions of ongoing access rights.

They are sourced from the Entitlements, Memberships, and Entitlement Events data tables.

Voucher Statuses

Vouchers operate either as discount mechanisms or stored value payment instruments.

Status tracking applies to gift or value vouchers within Entitlements → Vouchers, as well as to promotional vouchers in Promos.

Scanning and Redemption Records

Scan statuses capture the real-time interaction between the user and the scanning device, linking operational activity to Reporting and CRM messaging.

These appear in the Scan Records and Redemption History data sources and are generated automatically at POS or gate devices.

Sales Channels

Each transaction or ticket record carries a channel identifier, defining where and how it was sold. These numeric codes can be filtered in reports using the Sales Channel field.

Why Statuses Matter in Reporting

Statuses form the bridge between operational actions and analytical accuracy.

They determine inclusion or exclusion in financial, attendance, and CRM reports, and ensure consistent interpretation across channels.

Examples:

• To measure total visits, filter where Ticket Status = Redeemed.
• To report active memberships, filter Entitlement Status = Active.
• To track cancellations and refunds, filter Order Status = Cancelled.
• To calculate expired liability, filter Voucher Status = Expired.
• To identify renewal opportunities, filter Entitlement Status = Awaiting Renewal.

Best Practice for Status-Based Reporting

• Always confirm which status level (Order, Booking, Ticket, or Entitlement) matches your reporting goal.
• When combining multiple levels, use consistent joins and filters to avoid double-counting.
• Include Status Date or Created At fields for accurate time-based reporting.
• Validate that the status definitions align with client-specific business rules (e.g., how 'Redeemed' or 'Active' is interpreted).
• Review Scan Messages regularly to ensure operational scanning aligns with expected statuses in CRM.

Summary

Statuses are the backbone of Expian’s reporting logic.

They translate every operational action, a scan, refund, renewal, or redemption, into structured data.

By applying them consistently and understanding their meanings, users can ensure that reporting outputs are accurate, comparable, and meaningful.

Included in refund or cancellation reports but excluded from revenue totals.

Membership Expired / Suspended / Awaiting Renewal

Ticket created in a 'pay on arrival' order awaiting payment.

Cancelling / Cancelled

Description

Voucher voided or refunded.

Status fields are present in every major data source.

Ticket or add-on successfully scanned.

Abandoned

Expired ticket upgraded to annual membership.

A full family ticket scanned for entry at the venue.

8

Ticket Redeemed / Add-on Redeemed

The order has been successfully placed and paid.

Membership ended early and no longer valid.

Partially Redeemed

Appears in membership or voucher usage reports.

4

Included in liability adjustment reports.

Suspended

Member with ongoing 12-month subscription.

Internal or call-centre bookings.

Max Re-entries Reached / Anti-passback Violation

Amending / Amended

Offline Scan / Redeemed Locally

Keeps reports aligned with live operational activity.

Status

Appears as historic record in Tickets (Revisions).

Wrong Location / Sub-Location

Reporting Impact

Membership temporarily on hold. (Client-specific)

Cancelled

Ticket previously used and still within re-entry limits.

Used in breakage or expired liability analysis.

One adult ticket used, child tickets unused.

Status

Self-Service

Reservations Portal

Trade Partner

Used to calculate no-shows or expired bookings.

Both the original and amended records can appear in Orders (Revisions) for audit tracking.

Included in active membership and benefit reports.

Reporting Use

Included in all financial and operational reports.

Status

Ticket for Tower of London scanned at Hampton Court.

Example

A completed POS sale for same-day admission.

Meaning

App

Integrated with Reporting

Counted as active inventory or upcoming visit.

Example

Redeemed admission upgraded to Family Membership.

Separate statuses exist for Orders, Bookings, Tickets, and Memberships.

On-site sales and membership renewals.

Description

Expired

Every order includes a sales channel ID for cross-channel analysis.

Channel Name

Redeemed

Expired

Theatre ticket not used before event date.

Membership or entitlement currently valid.

Example

Included in advance booking or future-dated sales reports.

5

Some, but not all, tickets have been used.

Ticket has been scanned successfully.

Valid

Channel ID

Ticket valid but scanned at incorrect entry point.

Redeemed (Upgraded)

Cancelled

Appears in usage reporting and attendance metrics.

Ensures consistent filtering and totals across reports.

Expired card scanned at gate.

Member ticket used for entry.

Voucher or gift card sales.

Voucher issued and available for redemption.

Not Redeemed

Allows precise redemption and attendance tracking.

Re-entry limit exceeded or attempted too soon.

Reporting Impact

Membership or voucher redeemed.

Indicates current lifecycle term of multi-term memberships.

Logged for offline reconciliation.

Statuses update immediately across POS, Reservations, and CRM.

Logged in membership conversion reporting.

Ticket used and later upgraded to membership.

7

Enables comparison of POS, Web, and Partner performance.

Included in renewal campaign reports.

Voucher cancelled after refund.

Scanning Feedback

Website

Paused membership due to billing issue.

Reporting Impact

Excluded from sales and revenue reporting.

Used for operational compliance reporting.

A cancelled group booking after full refund.

Suspended

2

Member cancelled after refund.

Description

Counted as attended visit or fulfilled sale.

Tickets purchased but not used before expiry date.

Membership benefit used during redemption.

Excluded from active ticket totals; included in expiry or no-show metrics.

Ticket was replaced due to amendment (e.g., date/time change).

Mobile purchases or renewals.

Ticket is past its validity date.

Original ticket replaced by new date.

Membership nearing or just past expiry and eligible for renewal.

A deferred group booking at POS.

Represents completed visits; key measure for attendance and conversion reports.

Cancelled (Upgraded)

Voucher

Used for churn and renewal opportunity tracking.

Prevents duplicate counts in attendance.

10am ticket scanned at 3pm.

Member card scanned for entry.

£50 Gift Voucher purchased but unused.

Already Redeemed / Already Visited Today

Included in refund reports.

Excluded from redemption; tracked for audit.

Kiosk or unattended terminal.

Logged as a successful entry or visit.

Feature

Excluded from active totals; included in status audit.

A museum ticket for next week’s date.

Included in conversion analysis.

Annual pass scanned too many times in one day.

Member in renewal grace period.

An order created in Reservations but not checked out before the session times out.

Active

The visit date has passed without redemption.

Cancelled booking due to weather closure.

Ticket scanned outside valid time window.

Point of Sale (POS)

Changing the number of adult tickets after purchase.

Voucher temporarily disabled.

Channel Mapping

Scan processed offline; pending sync.

Counted in redemption and usage reporting.

Replaced

Voucher blocked pending investigation.

Third-party distribution.

Enables granular analysis across every stage.

Scan made during network outage.

Scan messages update Ticket and Membership statuses automatically.

Usage in Reporting

All tickets within the booking have been used.

A customer started checkout online but didn’t pay.

Used for partial attendance metrics or multi-day entry tracking.

6

Online Travel Agent (OTA)

Real-Time Synchronisation

Status

Deferred renewal term set to start next month.

B2B and group sales.

None of the tickets in the booking have been used.

Reporting Impact

Expired

Example

Re-scan of same booking for re-entry.

Draft

Description

Scan Message

3

Included in cancellation reporting; excluded from active base.

Supports security and misuse analysis.

Cancelled

Ignored in sales reporting.

Ticket scanned at gate on entry.

Expired

Awaiting Renewal (Active/Expired)

The order has been created but not yet completed or paid.

Excluded from attendance; appears in cancellation analysis.

Redeemed

Membership has reached its end date.

Example

Unpaid

Gift Voucher redeemed at POS.

Redeemed

A cancelled school group booking.

Attempted use of inactive membership.

The entire order or all bookings have been cancelled.

Included in liability and breakage forecasting.

Useful for operational error tracking.

Active

Ticket cancelled when converted to membership purchase.

All tickets within the booking have been cancelled.

Used to segment active vs. future or inactive terms.

Expired (Upgraded)

Excluded from paid sales; flagged in reconciliation.

Reporting Impact

Cancelled

Voucher validity period ended.

Ticket has been voided following a refund or cancellation.

Status

The booking or order has been changed (e.g., date, quantity, or ticket type).

Online direct-to-customer bookings.

Ticket is active and can be scanned.

Ticket cancelled as part of upgrade process.

Ordered

Tickets purchased for next month’s event.

Key indicator for upsell reporting.

Used in renewal and issue resolution reporting.

Term Status (Active / Deferred / Inactive)

Ticket expired and was later used for a membership upgrade.

Description

Redeemed

Example

Promotional voucher past expiry date.

Admission ticket scanned at entrance.

Membership Scanned / Voucher Scanned

Why It Matters

A cart expired or was left incomplete.

Outside Allowed Timeframe / Time in Future / Time in Past

1

Annual membership ended and not renewed.

Multi-Level Status Hierarchy

Voucher has been used for payment or discount.

Description