Exchanging a ticket in our system will allow you to take the money collected from a ticket purchased in a ticketing organization and use that to purchase a different ticket in the same organization. This means you can exchange a ticket for any other ticket that is for an event in the same ticketing organization.
How to exchange an order:
NOTE: if you are a Partner or Portal user, you must enter into an organization before you can process an exchange in that organization. More info here: Navigating the Back Office.
- Find the existing order
- Select the ticket you wish to exchange
- Click on "Exchange"
- You will be taken to a cart page, if there is any error then you must "Empty Cart" and restart from step 1.
- Select the event for the new tickets
- Select the new tickets
- Proceed to checkout, if there is a price difference and the user must pay you can take payment information or comp the difference. If the price difference means that money is owed to the user then they will receive a partial refund for that amount to the card used to purchase the original tickets.
Q: What will the ticket holder see after their ticket is exchanged?
A: The ticket holder will receive a new ticket confirmation showing them the new order. It will show that the payment method for this order is a "credit memo". This means that the payment from the previous order was used as a "credit" to pay for this new order and no new payment was caused by the exchange.
Q: Why did I get an error that the ticket has already been exchanged?
This can be the response when you have left the exchange process and returned to the order. If that is the response then you can check this by heading back to the "Add Order" section. If you see an item in your cart then select the three dots next to the cart timer and select "Empty Cart".
Q: Why did the ticket exchange fail?
If you are a portal or partner user trying to exchange a ticket then you must first enter into the organization that is hosting the event to be able to process the new order in the exchange. Be sure that your cart is empty before you attempt the exchange.
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