Glossary¶

A¶

Access Control¶

Entry validation system at venue that scans QR codes to verify ticket authenticity and track entry.

Accreditation (Akreditacija)¶

Special access passes for media, VIP guests, and officials. Separate from regular ticketing but may be integrated in future.

Agency Sales¶

Third-party ticket sales through authorized partners like Petrol stations. Agencies receive sector allocations and verify buyer identity before issuing tickets.

Algorithm¶

Method for allocating seats within a quota. Two types:

NM (Najbolja Mjesta / Best Seats): Allocates best available seats in sequence
REDOM (Sequential): Random seat allocation

B¶

Blacklist¶

List of approximately 200-250 individuals banned from purchasing tickets due to policy violations, security concerns, or problematic behavior.

Best Seats Algorithm (NM)¶

Seat allocation algorithm that selects the best available seats in a sector, arranged sequentially in rows. Used when quota holder wants premium locations.

Box Seats (Lože)¶

Premium seating areas, traditionally requiring printed tickets but moving to digital app-based access.

C¶

Cancellation (Storno)¶

Process of invalidating a ticket. Can occur with or without refund depending on circumstances:

With Refund: Customer receives money back (up to 48h before match)
Without Refund: Ticket invalidated but payment retained (e.g., blacklist violation)

Cart Reservation¶

Temporary hold on selected seats when added to shopping cart. Lasts 10-15 minutes before automatic expiration.

Collection Point¶

Physical location where accreditation badges can be picked up. Also serves as helpdesk for ticket issues.

Customer Support¶

Team responsible for handling ticket transfers, refunds, modifications, and customer inquiries. Requires specialized tools and permissions.

CSV Import¶

Bulk upload functionality for creating multiple quotas from a CSV file. Maximum 50 lines per import to maintain system performance.

Payment arrangement where tickets are issued immediately but invoice is sent after the match. Used for VIPs, players, sponsors, and specific partners. System groups deferred payments by debtor and generates consolidated offers with payment reference numbers.

Digital Wallet¶

Mobile wallet applications (Apple Wallet, Google Pay) that store digital tickets with QR codes for easy access at venue.

E¶

Email-based Ticket Distribution¶

System for delivering digital tickets to ticket holders via email address linked to HNS mobile app. Key rules:

Mandatory Email: Each ticket must have an email address associated with ticket holder
App Delivery: Tickets delivered to HNS mobile app installed on device linked to that email
Shared Email Rule: All tickets with same email address must enter stadium together on same device
No Email Solution: If person doesn't have email/mobile phone, use email of accompanying person who will have tickets on their device
Multiple Tickets: One person can have multiple tickets (up to 4) on their device for group entry. Note: while a buyer can purchase up to 4 tickets, each ticket must be for a different attendee — the same OIB/passport cannot appear on multiple tickets for the same match
Identity Uniqueness: Each ticket holder's OIB (Croatians) or passport number (foreigners) must be unique per match across all sales channels and quotas
Digital Only: No paper tickets - all tickets accessible via HNS mobile app

Event¶

General term for matches and games. Can be:

Home Matches: Croatian national team playing in Croatia
Away Matches: Croatian team playing abroad (may have unnumbered seats initially)
HNL Matches: Croatian First League games

F¶

FIFO (First In, First Out)¶

Queue ordering method for waiting list. Users who join the queue first get priority when tickets become available.

Free Quota (Besplatna kvota)¶

Allocation of complimentary tickets. Marked separately for accounting purposes even though no payment is collected. Important for VAT/PDV calculations.

G¶

GR (Gratis)¶

Code indicating a free ticket. Displayed on the ticket and in reports. Different from "0" discount which means full price.

Guest Team (Gostujući tim)¶

Away team and their supporters. Special considerations:

May have service fees added to ticket price
Sometimes sold separately with specific email list
HNL clubs can purchase guest team tickets for their supporters

H¶

HNL (Hrvatska Nogometna Liga)¶

Croatian First Football League. The system may expand to support HNL club ticketing in the future.

HNS (Hrvatska Nogometna Savez)¶

Croatian Football Federation - the organization managing Croatian national team and football operations.

I¶

Integration¶

Connection between HNS Ticketing System and external services:

HNS Mobile App: Display tickets and loyalty status
Payment Gateway (Stripe): Process card payments
Digital Wallets: Apple Wallet and Google Pay
Email Service: Transactional notifications
Access Control System: Venue entry validation
Petrol POS: Physical sales channel

L¶

Legacy System¶

Previous ticketing infrastructure operated by Dekod. Data migration required for historical orders and loyalty points.

Loyalty Points¶

Points earned by attending matches, used to determine priority access eligibility. Key characteristics:

Linked to OIB (personal identifier)
5-year rolling validity window
Free tickets don't count toward points
World Cup and Euro championships excluded (UEFA controls sales)
Configurable per match

Loyalty Window¶

Early access period (2 days before public sale) when loyalty members can purchase tickets before general availability.

M¶

Magic Link¶

Cryptographically signed, single-use authentication token sent via email for secure, passwordless access. Used for:

Quota Claiming: Email invitation with magic link opens HNS mobile app for ticket claiming
Subquota Delegation: Web portal access link for quota holders to create subquotas
Ticket Assignment: Email invitation to claim individual ticket(s) sent by buyer/quota holder to recipient
Security: Links expire after specified time (30 minutes for quota claiming, 24 hours for web portal, 7 days for ticket assignment)
Format:
Quota: hnsapp://quota/claim?token={magic_link_token}
Ticket: hnsapp://ticket/claim?token={ticket_magic_link_token}
One-Time Use: Token invalidated after first successful use
Account Creation: New users automatically registered when clicking magic link

Match (Utakmica)¶

Football game/event with specific date, location, and stadium. Each match has its own configuration for sectors, pricing, quotas, and loyalty rules.

Modification Log¶

Audit trail tracking all changes to tickets, orders, and reservations. Essential for customer support and dispute resolution.

N¶

NM (Najbolja Mjesta)¶

"Best Seats" in Croatian. Allocation algorithm that selects premium seats in sequence. See Best Seats Algorithm.

O¶

OIB (Osobni Identifikacijski Broj)¶

Croatian personal identification number. Required for:

Primary ticket buyer (must be Croatian citizen)
All buyers in physical sales (Petrol)
Loyalty point tracking
Blacklist enforcement

Order¶

Complete purchase transaction including one or more tickets, payment information, and buyer details.

P¶

Parking Quota¶

Allocated parking passes for matches. Currently distributed via PDF, may be integrated into app in future.

Payment Methods¶

Card Payment: Via Stripe payment gateway
Deferred Payment: Invoice sent after match with bank transfer details
Bank Transfer: Direct IBAN payment for large amounts
Pay Link: Generated link for deferred payment processing

PDV (Porez na Dodanu Vrijednost)¶

Croatian VAT (Value Added Tax). Special handling required:

Free sectors: no VAT charged
Paid tickets from free sectors: HNS pays 5% VAT
Regular tickets: standard VAT included in price

Petrol¶

Major retail chain serving as physical sales partner. Petrol stations across Croatia can sell tickets with identity verification and email validation.

Pre-registration¶

Feature allowing users to save their information in advance for faster checkout when tickets go on sale.

Price Category¶

Ticket pricing tier, often represented by colors on stadium maps. Different sectors may have different price categories.

Q¶

QR Code (Quick Response Code)¶

Unique barcode on each ticket used for validation at venue entry. Generated for all seats when match is finalized.

Quota (Kvota)¶

Reserved allocation of tickets for a specific group, partner, or organization. Characteristics:

Has username and password for access
Specifies sectors and quantity
Can have discount (0 or GR)
Includes allocation algorithm (NM or REDOM)
Has expiration date (may be visual only)
Represents 60-80% of typical stadium capacity
Can be transferred back to general sale manually

Quota Holder¶

Organization or individual with allocated quota. Accesses quota portal to manage seat assignments and create sub-quotas.

Quota Portal¶

Self-service web interface where quota holders log in to:

View their allocation
Select specific seats
Create sub-quotas
See which tickets have been claimed
Receive email notifications

R¶

REDOM¶

Sequential/random seat allocation algorithm. Distributes seats throughout the sector rather than grouping them together.

Refund (Povrat)¶

Return of payment to customer when ticket is cancelled. Policies:

Available up to 48 hours before match
Requires customer support processing
May require refund reason within 48h window

Reservation¶

Temporary hold on seats. Types:

Cart Reservation: 10-15 minute hold during checkout
Quota Reservation: Seats reserved for quota until expiration or manual release
Physical Sales Reservation: Sectors reserved for Petrol/agency sales

S¶

Seat¶

Individual seat in stadium with unique identifier including sector, row, and number. Some matches (away games) may initially be unnumbered.

Sector (Sektor)¶

Section of stadium with specific seating arrangement. Characteristics:

Has name/code (e.g., "D1", "C1", "B2")
Contains multiple rows and seats
Assigned to price category/zone
May have gaps (e.g., stairs) that must be accounted for in allocation
Can be designated as free sector (VAT implications)

Sequential Algorithm (REDOM)¶

See REDOM.

Service Fee (Naknada)¶

Additional charge added to ticket price, typically on guest team tickets. Example: 30 EUR ticket + 2.40 EUR service fee.

Snake Algorithm¶

Automatic seat assignment algorithm used when customers select a zone and quantity of tickets. The system intelligently assigns the best available seats in a contiguous or optimal pattern within the selected zone, ensuring efficient seat allocation without requiring manual seat selection. Maximum 4 tickets per transaction. Quota holders may use different allocation algorithms (NM, REDOM) and can select specific seats.

Stadium (Stadion)¶

Venue for matches. System must store:

Sector layout
Seating plans
Row gaps (stairs, aisles)
Capacity per sector
Multiple stadiums supported across Croatia

Sub-quota (Podkvota)¶

Delegated portion of a quota. Characteristics:

One level only (no sub-sub-quotas)
Created by quota holder
Has its own username and password
Receives email notification when assigned
Quota holder can retract if no tickets claimed
Seats remain visible to parent quota holder

T¶

Ticket¶

Individual entry pass for a match. Includes:

Match details
Seat assignment (sector, row, number)
QR code for validation
Price and payment status
Owner information (name, OIB, email address)
Status (prodajni, kvotni, besplatan, prodan)
Digital delivery via HNS mobile app linked to ticket holder's email address

Ticket Status¶

Current state of a ticket:

Prodajni (For Sale): Available for public purchase
Kvotni (In Quota): Reserved within a quota allocation
Besplatan (Free): Complimentary ticket
Prodan (Sold): Purchased and paid

Ticket Assignment (Send to Email)¶

Self-service process allowing ticket buyer or quota holder to send ticket to another person via email after purchase/claiming. Key features:

Self-Service: Done directly in HNS mobile app via "Assign to Email" action
Email-Based: Recipient receives magic link via email to claim ticket in their HNS app
Available Until: 48 hours before match
To Anyone: No restrictions on recipient (friends, colleagues, family, anyone)
Buyer Control: Initiated and controlled by original buyer/quota holder
QR Code Transfer: Once assigned, buyer loses access to QR code; recipient gains access after claiming
Magic Link: Recipient must login/register in HNS app to retrieve ticket (7-day validity)
Assign Later Option: Can be deferred during purchase with "I'll assign email later" checkbox
Notifications: Reminders sent at 7 days and 48 hours before match if email not assigned
Use Cases:
Buying tickets for someone who will pick their own seat details later
Quota holders distributing tickets to team members
Gift tickets to friends or colleagues
Group organizers sending tickets to participants

Ticket Transfer¶

Formal process of changing ticket ownership from one person to another. Rules:

Available up to 48 hours before match
Only to close family (trust-based)
Processed manually by customer support
Both parties notified via email
More formal than "Ticket Assignment" - involves ownership change documentation

TixNGo Transfer¶

Not needed system Already Has Native Transfer Functionality

U¶

Unnumbered Seats¶

Seats without specific row/number assignments, used for some away matches. Process:

Sell unnumbered tickets up to deadline
Receive sector assignments from host venue based on sold quantity
System assigns specific seat numbers in order of purchase
Update tickets with final seat assignments

Upsell Product¶

Additional items that can be purchased with tickets (potential future feature, not in initial scope).

V¶

VAT¶

See PDV.

W¶

Waiting Queue¶

FIFO (First In, First Out) queue system for high-demand matches where ticket demand significantly exceeds supply (e.g., 100,000 users competing for 20,000 tickets). Implemented as a standalone auto-scaling microservice that activates automatically based on traffic demand (not a per-match toggle). Integrated with the HNS mobile app to provide fair access while preventing system overload. Key features:

Queue Management: Users join queue and receive position number (e.g., "#2,547 in queue")
Real-Time Updates: Queue position counter updates automatically every 30-60 seconds
Progressive Notifications:
Push notifications when significant progress is made
Special alert when queue position is near (e.g., "#50 in queue - Get ready!")
Final notification when user's turn arrives with 10-minute purchase window
Continue Shopping: Users can browse and purchase other items in HNS shop while maintaining queue position
Persistent Banner: Queue position banner remains visible across all app screens
Background Processing: Queue connection maintained even when app is minimized
Fair Access: Strictly enforced FIFO order with bot detection
Technical Options: Can be implemented using Cloudflare Waiting Room or app-based queue (recommended for better UX)
Voluntary Exit: Users can leave queue at any time
Second Chances: If user misses purchase window, they retain queue position for next availability

Z¶

Zone¶

Group of sectors with the same price category. Customers select a zone and number of tickets (up to 4), and the system automatically assigns specific seats within that zone using the snake algorithm. Quota holders may still select specific seats within their allocated zones.

Quick Reference: Common Abbreviations¶

HNS - Croatian Football Federation
HNL - Croatian First Football League
OIB - Croatian personal ID number
GR - Gratis (free)
NM - Najbolja Mjesta (best seats)
PDV - Croatian VAT
FIFO - First In, First Out
QR - Quick Response (code)
CSV - Comma-Separated Values
API - Application Programming Interface

Last Updated: November 2025