How to manage ticket exchanges from the Box Office
The ticket exchange feature allows you to create temporary credits to exchange a ticket buyer's order for a different ticket. These credits expire within one hour if not used. Exchanges can only be completed for events hosted by the same organizer. On eligible orders, you can select individual items from the invoice to exchange while the rest of the order stays untouched. Otherwise, the whole order is exchanged at once.
Important: Ensure exchanges are enabled before starting. Learn how to enable and configure ticket exchanges.
Step 1: Add the ticket buyer
- From the Box Office, click the Add Customer button.
Step 2: Search for the ticket buyer
- Use the buyer's name or email to find them.
- Select View Info to open their profile.
Step 3: View transactions
- On the left-hand menu, click Transactions to view the buyer's orders.
Step 4: Begin the exchange
- Find the relevant transaction and click the menu icon (⋮), then select Begin Exchange.
- Click Start Exchange in the confirmation window.
Note: If the original order used a discount code, the exchange summary will display the code label (for example, Discounts: SAVE10, VIP) so you can identify and reapply the same code on the new order if it is still valid.
You will now enter Exchange Mode, shown by a green banner at the top of the screen. Temporary credit will be applied, and you can access the previous invoice if needed.
Important notes:
- Credits are valid for one hour.
- If the credits are not used in that time, the original tickets remain valid.
- If credits are used to complete a purchase, the original tickets become void.
Note: On eligible orders, the exchange modal lets you select individual items from the invoice instead of exchanging the whole order. A breakdown shows the credit each selected item will generate before you begin, and you can cancel the exchange instantly at any time before checkout.
Step 5: Apply or remove exchange credits
To apply exchange credits:
- Add a valid ticket or item from an eligible event (same organizer) to the cart.
- The cart will display a banner with the Apply Credit option.
- Select Apply to apply the exchange credit to the new ticket.
To remove exchange credits:
- Select Remove Credit in the cart.
- Credits can still be reused for another order within the 1-hour window.
Exchange limitations
- New tickets must be for events from the same organizer.
- New items must be of equal or greater value, unless the venue has overflow credit enabled or the exchange is a same-level membership seat swap.
- You can set time restrictions for exchanges in the Event Details Advanced Options.
- Orders placed without a linked Showpass account (guest checkouts) are exchanged as a full order rather than item by item. Item-by-item selection is only available when the original order has a buyer account attached.
Troubleshooting & FAQs
Why can't I start an exchange?
Ensure that exchanges are enabled and the transaction is eligible (event hasn't started, and tickets are valid).
What happens if the ticket buyer doesn't use their credit?
The original purchase remains valid if the credit expires after one hour without being used.
Can I exchange for a cheaper ticket?
For membership seat swaps at the same level, yes, at no cost to the buyer. For other orders, exchanging to lower-value items is possible when the venue has overflow credit enabled; the remaining credit is added to the buyer's account. Otherwise, new items must be of equal or greater value.
How do I enable exchange restrictions close to the event start?
Go to the Event Detail page and use Advanced Options to set time-based rules for exchanges.
Related articles
- Organizer guide: How to enable and configure ticket exchanges
- Organizer guide: How to apply and manage ticket credits in the Box Office
Need support? Our team is here to help. Get in touch with us by filling out this contact form.