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How to Make an Exchange Request in Account Manager (Customer View)

Last Updated: Oct 15, 2019 03:46PM EDT

Account Manager is Etix's season subscription management feature. This article outlines the steps a customer takes when requesting an exchange within this feature. If your venue is not currently using Account Manager, please contact clientservices@etix.com to have a link set up for your organization.

Click Here to view a How-To Video on this feature.

A customer can request to exchange their tickets through their Account Manager link. This request will be sent as an email to the box office designated contact, which can be set at the Organization Level. This request will not automatically exchange their tickets - this will still have to be processed by a box office staff member.

To request to exchange tickets, the customer will log into their account in Account Manager.
A. Click My Tickets
B. Select Exchange Tickets

All of the customer's upcoming orders will display. They will then select the Order ID for which they'd like to request an exchange.

A. Select the tickets to exchange
B. Click Continue

The Ticket Exchange Request form will display. The customer will fill out all the required information, including:
A. Account Information
B. The tickets they want to Exchange From
C. Input Performance Name, Date and Time they’d like to exchange tickets to
D. Input Special Requests or Accommodations
E. They will then click Submit

A pop-up box will display asking the customer to confirm they want to submit the request.

A confirmation message will display:
A. Stating their exchange request has been sent to the venue and to allow the venue 48 hours to get in contact with the customer regarding their exchange.
B. The customer can select to View All Orders

The Venue will receive an email notification regarding the Exchange Request. The email address that will receive these notifications should be set up in your Organization's Promoter Public Info. The email will contain the following information:
A. The name/email/phone information for the customer requesting the exchange.
B. The tickets the customer would like to exchange.
C. A note regarding what the customer would like their tickets exchanged to.
D. A note regarding any special requests for the exchange.
Note: There will not be a note on the order identifying the exchange request.

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