Organizer guide: 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 and must be of equal or greater value.
Important: Ensure exchanges are enabled before starting. Learn how to enable exchanges here.
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.
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.
Step 5: Apply or remove exchange credits
To apply exchange credits:
- Add a valid ticket from an eligible event (same organizer, equal or higher value) 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 tickets must be equal to or greater in value.
- Credits are valid for 1 hour from the start of the exchange.
- Once credits are used, the original order becomes invalid.
- You can set time restrictions for exchanges in the Event Details Advanced Options.
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?
No, tickets 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.
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