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 firstname.lastname@example.org 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 done by a box office staff member.
To request to exchange tickets, the customer will log into their account in Account Manager and click the “My Tickets” tab at the top of the home page
All of the customer's upcoming orders will display. They will then click the “Exchange Tickets” tab at the top of the list of upcoming orders.
The customer will click into the order with the specific tickets they’d like to exchange.
They will then select the tickets they’d like to exchange and click Continue.
A Ticket Exchange Request form will display. The customer will fill out all required information, including their contact information and detailed information on the performance they’d like to exchange tickets to, as well as any special requests from the Venue. They will then click Submit.
A confirmation message will display, stating that 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.
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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