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Exchange Tickets (Even Exchange)

Last Updated: Aug 07, 2017 02:44PM EDT

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.‚Äč

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).

In the Order Details page, click on the Customer User Name (if there was no email address entered this will be a number).


On the Customer Details page, click the Orders tab.

It displays all Upcoming Orders for this customer.
Select the Gear Symbol below Actions and click Exchange for the desired order.

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 (this example will show an exchange within the same performance).
C. Click the Choose New Seats button.

General Admission Example:

A. Enter the quantity of tickets for the exchange
B. Click Find Seats

C. Click Continue
proceed to the Invoice Page directions below the page break

Reserved Seating example:

The Manifest now 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.


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 with an exchange fee).
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. (this example shows the $5 exchange fee difference.)
F. Add Note To Exchange (this input is required.)
G. Click Continue to complete the exchange.


After adding the note, click Continue, which brings you to the Payment screen.
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)
F. Submit

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
D. Subtotal
E. Exchange Vaule
F. Total Paid
G. New Tickets
H. Old Tickets


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