Rules for Exchanges:
- Exchanges can be done within the same performance or another performance within the same venue.
- The ticket count must be the same, ie exchange 1 ticket for 1 ticket.
- Order, Convenience and Delivery Fees are pulled from the original ticket and cannot be adjusted during an exchange.
Click Here to view the How to Video on Exchanges.
Click Here to view the Knowledge Base article on Upgrades.
Click Here to view Knowledge Base article on Downgrades.
We strongly recommend being trained before you or our Customer Care Team assists. Exchanges will display differently on certain reports.
Please read the exchange reporting explanation found here
Permissions needed are Exchange Tickets and Admin Customer
Locate the order (by Search Order or Guest List-All).
On the Order Details page, Click Manage followed by Ticket Exchange.
A. Select the tickets you need to exchange from the order.
B. Select a different venue (if applicable). This option will only display if price components are the same across venues.
C. Select the new performance for the exchange.
D. Click the Choose New Seats button.
General Admission Example:
A. Select the New Performance
B. Enter the number of tickets for the exchange
C. Click Find Seats
A. Your New Tickets will display in a second table
B. Click Continue
Proceed to the Invoice Page directions below the page break
Reserved Seating Example:
The Manifest appears at the bottom of the page.
A. Select the section from the drop down, then click GO. The manifest will refresh with the selected section.
B. Select the Price Code from the drop down
C. Select the seats. The seats will turn orange when selected, then click GO
D. The Legend will show hold labels
E. Click Continue
The page will now display:
A. Original and
B. New tickets
C. The "T" status tickets in your cart
D. If necessary, update the price code
E. If necessary, you can Remove the seats
F. Click Continue to proceed to the Invoice page
On the Invoice Page, the Original Tickets and New Tickets will display (this example shows an even exchange).
A. Select the Return Seat Status (*note: it will default to the seat status the tickets were sold from).
B. The Ticket Price can be updated.
C. Click Update Ticket Price if the price will change.
D. If you would like to charge an Exchange Fee this can be updated here.
E. If there is a difference, it will display here.
F. Add Note To Exchange (this input is required.)
G. Click Continue to complete the exchange.
After adding the note, click Continue. If you charged an Exchange Fee, you will be brought to a Receive Payment page. Otherwise, you'll be brought to the Confirmation Page.
A. Displays new tickets
B. Displays Exchange Fee
C. Total Due
D. Select Payment Method
The screen will refresh (this example shows Cash MOP)
E. Enter Payment Account Info
(note when swiping a credit card, you must click the "tab" key to populate)
The Confirmation page will display the entire process and the Print Tickets option.
A. Print Tickets immediately.
B. Order Details page to print later.
C. Exchange Fee
E. Exchange Value
F. Total Paid
G. New Tickets
H. Old Tickets