Exchange: Allows you to change and charge a fee (if applicable) to the changing of dates/times, replacing of items/tickets, adding of more items/tickets and the changing of seats. By selecting tickets/items, and clicking the ‘Exchange’ button, a pop-up page will be displayed where you can decide if an exchange fee will apply (depending on security level access to the system/privilege) as well as other fees.
To process an exchange, you must have at least one of the below privileges which can be allocated to a role via Settings > Roles & Users > Manage Roles. Once allocated to the role i.e. supervisor, that is then allocated to the user, the user will be able to process exchanges where the exchange credit is equal to or higher than the value. For example, the exchange of a child ticket to an adult ticket type that is usually a higher price or vice versa where a refund may be due. If a role has access to b, it is assumed they will have access to a as well.
- Process Exchanges – Equal or Higher Value
- Process Exchanges for a Lower Amount
On the below pop-up page, the system shows the exchange credit value from what you are trying to exchange.
If you have the privilege ‘Process Refund/Exchange – Modify Include/Exclude Fees’, this will allow you to click the excluded or included buttons, to either include or exclude these fees. If you prefer to override these fee values, you will need the below privilege which will allow you to adjust the fee up to the total value. If your Transaction Fee is $5, you will not be able to increase that higher than the $5.
‘Process Refund/Exchange – Modify Any Fees’
Once you’ve made your adjustments, click ‘Continue to Next Step’.
Once you land onto the finalise order screen, simply follow the options on the page.
Updating Barcode: Click on the tickets you want to replace a barcode for, click exchange, and complete the exchange process by clicking the ‘Confirm’ button’.
Click to add additional tickets
By selecting this option, you will keep items currently in your cart and you can then add additional tickets/items for the same session/performance i.e. you have 2 tickets in your order, you simply want to add an additional 4 tickets to get access to a group price or family ticket. You will be taken back to the same event/product, add your additional items and continue to the finalise order screen.
If you have a seating plan, your existing tickets will be shown on the seat map as a reference to enable you to then select the seats nearby. If you do not find suitable seats, you may need to click on the option “Click to exchange items” to exchange the entire order.
Important example – Changing tickets from standard/adult, to family pass and keeping existing seats will require you to add the 2 additional tickets i.e. a family pass of 4. When you get to the finalise order screen, simply select ‘click to edit replace tickets’. In the popup, change your tickets to the family pass or it could even be the group price that then becomes available.
Depending on your selection, your exchange credit will be taken into account from your previous order. A payment may be required if the order total becomes more than the exchange credit or a refund may be due to the customer.
Click to edit/replace tickets or click to edit/replace items
This will completely replace your selected tickets or items (i.e. merchandise). Once you click on this option, you will be taken to the same event/product. You can choose another date/time (if applicable), type etc. Once you get back to the finalise order screen, depending on your selection, your exchange credit will be taken into account from your previous order. A payment may be required if the order total becomes more than the exchange credit or a refund may be due to the customer.
For a seating plan scenario, click this option to change your ticket types. in the pop-up box, simply select the new ticket types and click continue. To change seats, you will need to select “Click To Exchange Items” and you will be taken back to the start of the sales process where you can select the module i.e. event, same event and select new seats.
Click to Exchange items
This option will take you to the start of the sales process where all events/activities/merchandise/ items and any other modules you have active will be presented. Simply make a selection and continue to the finalise order screen. Once you get back to the finalise order screen, depending on your selection, your exchange credit will be taken into account from your previous order. A payment may be required if the order total becomes more than the exchange credit or a refund may be due to the customer.
