Reservations – Selling Patronages

High-Value Supporter & Donor Tiers

Introduction

Patronages are high-value supporter entitlements designed for donors, benefactors, and corporate partners. They work in a similar way to memberships but often include higher contribution levels, exclusive invitations, enhanced benefits, and donation components that may be eligible for Gift Aid.

In the Reservations Portal, Patronages appear under Entitlements, alongside Memberships and Vouchers.

This guide explains how to sell Patronages using a clear, step-by-step process that applies to both Attractions and Travel organisations.

Note on Patronage Products

The Patronage tiers displayed depend on your organisation’s configuration. Attractions and Travel setups may offer different Patronages, names, prices and payment methods; however, the selling process is identical across both domains.

This document covers:

• Selecting and adding a Patronage
• Capturing donor and recognition details
• Gift Aid
• Corporate Patronages
• Payment options (Card, Direct Debit, Email, SMS, Invoice, External)
• Order confirmation
• Managing Patronages
• Suspending and cancelling Patronages
• Troubleshooting
• Best Practice
  

Why It Matters

Patronages represent important relationships with supporters and donors. Selling them correctly ensures:

• Accurate donor details
• Clean and reliable customer records
• Correct Gift Aid declarations
• Accurate financial processing
• Proper donation and recognition handling
• Smooth supporter experience

Because Patronages often involve charitable donations, capturing accurate information and following the correct steps is essential.

Step-by-Step: Selling a Patronage

1. Start a New Order

• From the Reservations landing page, click New Order.
• You will see navigation buttons:

Admissions | Events | Passes | Entitlements | Other

• Select Entitlements.

Image Placeholder: New Order → Entitlements navigation screenshot

A toggle appears in the top right:

Place Order On Behalf:

Use this when completing the order for someone else (e.g., agents, partners, etc).

2. Choose Patronages

• Click Patronages.

A list of available tiers appears (e.g., Bronze, Silver, Gold, Corporate Supporter, Benefactor).
These differ depending on your organisation’s configuration, but the screen behaves the same.

Image Placeholder: Patronages product tiles – multiple supporter tiers

3. Select a Patronage

Click the Patronage tile you want to sell.

When selected:

• The tile highlights
• Details appear below (contribution, donation, benefits, validity, recognition notes)
• The Direct Debit / Card toggle shows available payment types

Image Placeholder: Selected Patronage tile

4. Add to Cart & Checkout

You may:

• Add the Patronage to the cart
• Apply a promo code or voucher (if configured)
• Proceed to checkout immediately

Promo codes and vouchers can be entered in the cart before continuing.
If valid, the discount or credit will be applied automatically.

Only one Patronage can be added per order.

The Cart appears on the right-hand side throughout the process.

Mixed Orders When Purchasing a Patronage

Patronages cannot be purchased alongside other entitlements or tickets.

If your cart contains other items when you select a Patronage, a message will appear:

'Mixed orders are not supported when purchasing an entitlement. To continue, we must remove all items from your cart.'

You can choose to:

• Clear the cart and continue with the Patronage
• Cancel and keep your existing cart items

Image Placeholder: Clear cart modal

Image Placeholder: Cart displaying Patronage product and promo/voucher field

• Click Checkout to continue.

5. Gift Aid Selection

If the Patronage includes a donation component, a Gift Aid pop-up appears.

Image Placeholder: Gift Aid prompt

The donor must choose:

• Yes, claim Gift Aid
• No, don’t claim Gift Aid

Once selected, the Gift Aid choice appears in the Order Summary on the right.

I consent to Gift Aid ✓

Staff must not select Gift Aid on behalf of the donor.

6. Enter Donor Details

The Donor Details screen includes:

Lead Patron Details (Required)

• First Name
• Last Name
• Email
• Phone Number
• Date of Birth
• Address
• Terms & Conditions agreement

Gift Patronages

If the Patronage is a gift:

• Enter recipient details as the Patron
• Enter purchaser details in billing

Optional fields (depending on configuration)

• Preferred recognition name
• Company name (for corporate Patronages)
• Communication preferences
• Notes (only when meaningful)

The Order Summary on the right remains visible throughout.

Image Placeholder: Donor details and address fields

• Click Continue to payment.

7. Payment Options

The Payment screen displays all payment methods enabled for your organisation.

Image Placeholder: Payment Options screen

⚠ Important Note:

Payment types are agreed during onboarding and configured in each client’s Expian setup file.

Only the payment methods enabled for your organisation will appear here.

Available Payment Methods Include:

Via Card (DNA Payments)

Opens a secure form for card payments.

Image Placeholder: DNA payment form

Via Email

Sends the donor a time-limited link (15 minutes or 2 hours).

The order remains in Draft until paid.

Image Placeholder: Payment via Email expiry dropdown

Image Placeholder: Email payment link sent confirmation

Via SMS

Same as Email, but sent by text message.

Via Invoice

Used for corporate or agreed invoice-based arrangements.

External / Later External / On Day

Used when payment is taken outside the system.

8. Direct Debit

If Direct Debit is selected at the top of the Patronage screen, a Direct Debit form appears.

It includes:

• Account holder name
• Sort code
• Account number
• Confirmation checkbox
• Check Bank Details & Continue button

Image Placeholder: Direct Debit form with bank details & confirmation checkbox

Important

The Lead Patron must be the account holder for compliance.

9. Order Confirmation

After payment is completed (or the DD mandate submitted), the confirmation page appears.

It contains:

• Order reference
• Donor details
• Patronage details
• Delivery method (usually email)

Buttons include:

• View Draft Order
• Edit Draft Order
• Go to Dashboard

Image Placeholder: Order Confirmation screen

Managing a Patronage After Purchase

From View Order Details, staff can:

• Download the Patronage PDF
• View or update customer details
• Update recognition preferences
• Resend confirmation
• Suspend the Patronage
• Cancel the Patronage
• Process refunds (automatic or manual)

Suspending a Patronage

Suspension:

• Prevents benefit usage
• Does not pause the Patronage term

Common reasons:

• Payment issues
• Disputes
• Donor request
• Exceptional circumstances

Cancelling a Patronage

To cancel a Patronage:

1. Select Cancel Order
2. Choose refund type:
• Automatic refund (back to original method)
• Manual refund (processed externally)

Cancelled Patronages cannot be reinstated.

Donation refunds follow organisational policy.

Staff must follow internal guidelines before refunding any donation element.

Best Practice

• Confirm whether the Patronage is personal or corporate.
• Capture accurate donor details, especially email and address.
• Record recognition names exactly as requested.
• Explain Gift Aid clearly and neutrally.
• Use Notes only when meaningful and necessary.
• For corporate Patronages, ensure payer details match policy.
• Ensure the Lead Patron is the bank account holder for Direct Debit.
• Double-check email accuracy for digital confirmations.

Troubleshooting

Cart empties unexpectedly

Causes:

• Session timeout
• Switching “Place Order On Behalf”
• Adding multiple Patronages

Fix: Start a new order.

Gift Aid pop-up reappears

Cause: A required field is incomplete.

Fix: Scroll up for validation messages.

Incorrect donor details entered

Fix: Update through View Order Details (if permissions allow).

Patronage remains in Draft (Direct Debit)

Cause: Mandate still being processed.

Fix: Wait for bank confirmation or suspend if needed.

Summary

Expian provides a structured Patronage-selling process that applies consistently across Attractions and Travel organisations.

By following this guide, staff can ensure:

• Smooth donor experiences
• Accurate customer records
• Correct Gift Aid handling
• Clean financial processing
• Proper donation and recognition management

The Reservations Portal supports multiple Patronage configurations, payment types, and supporter journeys, making it a flexible platform for fundraising and supporter engagement.

Feature Highlights Appendix

Grants invitations & supporter privileges

Suspension & cancellation

Supports remote payment completion

Allows separate payer & named patron

Remains Draft until paid

Includes donor details & benefits

PDF confirmation

Order Summary sidebar

Ensures clean customer records

Full lifecycle management

Ensures legal compliance & increases income

Recognition details

Corporate Patronages

Operational control

What It Does

Shows donation amount & Gift Aid eligibility

Works the same for Attractions and Travel

Collects declaration at point of sale

Supports corporate giving

Direct Debit option

Gift Aid prompt

Donation handling

Enhances donor engagement

Ensures consistent training

Draft Orders (Email/SMS)

One Patronage per order

Clear supporter communication

Allows recurring supporter tiers

Payment methods (configured)

Predictable income & retention

Transparency & reduced errors

Email, SMS, Invoice, Card, External

Exclusive benefits

Supports fundraising & compliance

Supports multiple supporter journeys

Captures donor display/credit preferences

Shows Patronage, price & Gift Aid

Ensures accurate recognition

Why It Matters

Domain flexibility

Feature

Restricts orders to one entitlement