Exchanging Tickets

To exchange tickets for an event, follow the simple steps below

1. Find and manage Order:

a) To find your order, choose from the following options:

•  Use the Search bar at the top of any Line-Up page to find an order. Use the customer name, email address, event name or reference number

• Reserved Seating (if not see the next option, below)? Go to the Box Office page, select your event and performance and on the venue plan, hover over these seats to check the name attached to the booking

  

  Right-click on the seat and you'll see View Transaction appear - click this and the order will appear on a new tab for you

• Or you can go to the Orders page and use the Filter bar to find the order. You can use the Status filter and click Reservation to see all reservations

b) On the Order page, scroll down to Items and click Exchange - NOTE, the order status (shown in the top left of the Order page) must show as Complete for this button to be available

c) On the pop-up, select which Channel you would like to put the exchange through. If you have different Purchase Flow options, select the correct one from the drop down. Click Save to proceed

Once you select your Channel, the transaction will be reserved in basket and will begin

2. Choose the new tickets you're exchanging to:

a) Click Back to Customer

b) Click Back to Tickets to be taken to the Box Office

c) Select the event, performance and tickets you want to add to your basket

NOTE - want to add products without adding tickets to your basket? As long as the tickets from the previous order are in the basket then continue to step d

d) Click Continue to proceed

3. Add Products to your basket if you wish and click Continue

4. Click Continue on the customer page - NOTE, you can't remove or edit customer details on a Child order

5. Order Options:

a) Select Delivery Method from the drop down. This will replace the Delivery Method that is currently in the basket

NOTE - Delivery Methods are an optional step at Box Office. This might be because you may want to put through an order but not send out the tickets yet, want to print tickets at a later date or you may not want to have a customer on the order. If you choose to skip this step, it will mean that the customer will not receive their tickets when you put through this order

b) Add a Lead Booker Name - optional. You may want to do this if you are making a group booking or want to link with another order

c) Add a Note to order 

6. Edit Basket:

a) Choose how much of the order you want to exchange. To remove any individual items from the basket select the red bin icon or Clear Basket to remove all items - NOTE, the items that remain and are in red are what will be refunded, whereas the items in black are the ones you want to sell. Anything that is removed using the red bin button will be kept on the order and therefore still active.

b) To add any more items, click Back to Order Details

7. Charging for a new payment or issuing a refund? (if you don't need to do this, skip to step 8b):

The tickets you are exchanging to may be a different price, or you may have an added an extra item to the basket, such as an exchange fee product. If this is the case then you need to process a new payment.

a) Issuing a refund:

• Select Payment Method from the drop down
• Processing payment via Stripe or a Terminal? Select the correct payment from the Payment to Refund option from the dropdown
• Refunding the entire order with this payment method? Select 'Refund total payment balance' - NOTE, only choose this option if you want to refund the entire amount from the original order. If not, and you want to just refund the balance, see below
• Want to refund only the balance and/or split the refund between this and another payment method? Select 'Refund partial payment balance' and enter the amount to refund using this method - NOTE, if you are processing payment for the difference between the 2 orders then the amount you enter must match the Balance in the basket

b) Charging for a new order (if you've issued a refund, go to step 4c):

• Select Payment Method from the drop down
• Paying for the entire order with this payment method? Select 'Pay total order using this method'
• Want to split the order between this and another payment method? Select 'Pay partial order balance using this method' and enter the amount to pay using this method - NOTE, if you are processing payment for the difference between the 2 orders then the amount you enter must match the Balance in the basket

c) Not ready to complete payment but want to come back to it? Click Save as Reservation and choose from the expiry options

8. Complete Transaction:

a) Taking a payment? Click either Pay & Update Basket Total

Click - NOTE, the Payment Received line must match the Subtotal line in order to for the transaction to be completed. If you have processed payment for part of the order, then you must put through the remaining amount

b) Completing order without taking payment? Click Complete Transaction 

c) A new Child Order will then be created. You will then be taken to the Child Order page where you can view all the details, including a link to the Parent Order (i.e. the original order that was refunded) for this transaction

TROUBLESHOOTING:

Why can't I find my Order?
If you are using the Search bar to find your Order, you need the customer name, email address, event name or reference number. If the order doesn't appear after this, then you may need to check that the details are correct.
If you are using the Orders page, then you may have it in the wrong filter. Use the Filter bar to ensure that the Complete box is ticked.

Why can't I see the Exchange option on my Order?
This is because the Order is not Complete yet. If the order status shows as Reservation or In Basket then the original transaction has not been completed and the Refund option will not show.
To complete the original transaction, you just need to click the Edit Transaction button at the top of the page.

Why can't I complete my payment/transaction?
This will be because the Payment Received line does not match the Subtotal line. If you have processed a payment for part of the subtotal amount, then you must put through the remaining amount. It is only when the Balance is £0.00 that the transaction can be completed.

Why can't I change the customer details?
You are unable to change customer details on a refund or exchange. 

How can I change the Payment Methods that appear in checkout?
You need to contact a team member of your organisation who can add Payment Methods on the Organisation Settings page and enable Channel access.

NEXT STEP: Learn how to Refund Tickets