How to Make an Exchange

An exchange happens when one ticket (or item) is returned and swapped for another.

TIP: Exchanges should be made in line with your organization’s terms and conditions and/or returns and exchanges policy.

You can exchange similar items such as tickets, or you can exchange different items, for example, a ticket for merchandise.

Before you read this article, you should be familiar with:

• Introduction to the Sales Interface
• Performing a Sale
• Performing a Return and Refund

How to make an exchange

To exchange an Order, you’ll need to return the previous ticket(s) or item(s) while simultaneously adding a new ticket(s) or item(s) to the Basket/Cart. Exchanges are completed in a single transaction.

You’ll also need to perform an exchange if you want to update the details of an Order, for example, to change the Ticket Type, Delivery Method, Accounting Date or apply an Offer.

To make an exchange, you will need to:

1. Search for the Order
2. Return the tickets or items
3. Add the new items to the Basket/Cart
4. Confirm the order

VIDEO: Watch this video of a Ticket exchange. Feel free to stop, rewind and rewatch the video. There is no audio in the video.

Searching for an Order to Exchange

Before you can make an exchange, you’ll need to search for the Order with the item(s) you’d like to return in the exchange. You can also access any Orders a Customer has made through the Orders section in their Customer Record.

REMINDER: You’ll begin the exchange by returning the item. However, in the upcoming steps, instead of refunding a payment or adding a refund to Account Credit, you’ll add a new item to exchange.

Returning an Item

Once you’ve found the Order, select the item(s) you want to return and exchange by checking the box next to the item(s):

• Tickets

  1. Check the box next to the Tickets you want to exchange.

      

  2. Click the down arrow next to Print and select Return:
     
     

     

     TIP: Before you re-add Tickets, you may want to include a Ticket Attribute to include reasons for returning or exchanging the tickets. In the article Reporting on Ticket Returns, we recommend creating and applying Ticket Attributes to report on individual Ticket Returns. Make sure to add any Ticket Attributes first and then click Return.

      

• Grouped Orders

  For grouped Orders, you can choose to return all or some of your purchased Tickets.

  1. Check the box next to the grouped Tickets.

      

  2. Click the down arrow next to Print and select Return:
     
     

     

     TIP: Before you re-add Tickets, you may want to include a Ticket Attribute to include reasons for returning or exchanging the tickets. In the article Reporting on Ticket Returns, we recommend creating and applying Ticket Attributes to report on individual Ticket Returns. Make sure to add any Ticket Attributes first and then click Return.

      

  3. You’ll then be prompted to choose a Sales Channel for the exchange:
     
     

     

     TIP: You should choose the Sales Channel used for the original Order. This will retain any Sales Channel related details about the Order such as Commissions or delivery charges. You can find this by looking at the Order History.

      

  4. You'll then see a pop up to select the number of Tickets you'd like to return. Enter the number and click OK:
     
     

     

      

  5. You may see a pop up asking if you want to keep or return any commissions or delivery charges. Choose the appropriate option by clicking the Keep or Return button:
     
     

     

     TIP: If you don’t see this pop-up, your system settings may be set to automatically keep or return commission. Skip to Returning Commissions for information on updating settings.

      

  To learn more about returning tickets in group order mode, read How to return a Grouped Order.

• Merchandise

  1. Check the box next to the Merchandise you want to return.
     
     
  2. Click the down arrow next to Print and select Return:
     
     

     

      

• Ticket Subscriptions

  TIP: You can exchange all or some of your unredeemed Ticket Vouchers for other items, including another Ticket Subscription.
  
  However, a single Ticket Voucher can’t be exchanged for another single Ticket Voucher; you must purchase an entire Ticket Subscription with all of its Ticket Vouchers.

  1. Check the box next to the Ticket Subscription or Ticket Vouchers you want to return.
     
     
  2. Click Return:
     
     

     

      

  To learn more about returning and exchanging Ticket Subscriptions, read Returning and Exchanging Ticket Subscriptions.

• Fixed Series Subscriptions

  TIP: You can exchange all or some of your Tickets in a Fixed Series Subscription for other items, including another Fixed Series Subscription. When returning an entire subscription, we recommend also returning the hold for the subscription.
  
  For other exchanges, including exchanges where the hold is kept or where single Tickets for an Event are exchanged for another date, please read Selling, Holding or Returning a Fixed Series Subscription.

  1. Check the box next to the Fixed Series Subscription Tickets you want to return.
     
     
  2. Click the down arrow next to Print and select Return:
     
     

     

      

  3. You’ll then be prompted to choose a Sales Channel for the exchange:
     
     

     

     TIP: You should choose the Sales Channel used for the original Order. This will retain any Sales Channel related details about the Order such as Commissions or delivery charges. You can find this by looking at the Order History.

      

  4. You may see a pop up asking if you want to keep or return any commissions or delivery charges. Choose the appropriate option by clicking the Keep or Return button:
     
     

     

     TIP: If you don’t see this pop-up, your system settings may be set to automatically keep or return commission. Skip to Returning Commissions for information on updating settings.

      

  5. Return to the Order, in Other Items, check the box next to the Fixed Series Subscription you want to return.

      

  6. Click Return:
     
     

     

      

  To learn more about returning Fixed Series subscriptions, read Returning a Fixed Series Subscription.

• Memberships

  TIP: In this example, we’ll cover the steps required to return and exchange a Membership. However, you can update details of a sold Membership without exchanging it. Read Editing and Reissuing Already Sold Memberships.

  1. Check the box next to the Membership you want to return.
     
     
  2. Click Return:
     
     

     

      

  To learn more about returning Memberships, read Returning Memberships.

• Donations

  TIP: Exchanging a Donation for another Donation may require additional steps, such as adjusting Accounting Date, adding Recognition or Tributes or claiming Gift Aid. Please refer to the Managing Donations section for other information.

  1. Check the box next to the Donation you want to return.

      

  2. Click Return:
     
     

     

      

  To learn more about exchanging Donations, read Exchanging Donations.

• Gift Vouchers and Gift Memberships

  TIP: You can only exchange unredeemed Gift Vouchers and Gift Memberships that haven’t expired.

  1. Check the box next to the Gift Voucher or Gift Membership you want to return.

      

  2. Click Return:
     
     

     

      

  To learn more about returning Gift Vouchers, read Refunding Gift Vouchers.

  To learn more about returning Gift Memberships, read How to Refund Gift Memberships.

Choosing a Sales Channel

You’ll then be prompted to choose a Sales Channel for the exchange:

TIP: You should choose the Sales Channel used for the original Order. This will retain any Sales Channel related details about the Order such as Commissions or delivery charges. You can find this by looking at the Order History.

After choosing a Sales Channel, the Item will appear in the Return section in the Basket/Cart. If the item has a commission, it may be kept or returned.

Returning Commissions

Once you’ve selected a Sales Channel, you may see a pop up asking if you want to keep or return any item commissions. Choose the appropriate option by clicking the Keep or Return button:

TIP: If you don’t see this pop-up, your system settings may be set to automatically keep or return commission.

• You can update these settings in the Settings Interface.

  TIP: To access the Settings Interface, you’ll need the Settings Administrator Role. If you don’t have this Role, ask the Settings Administrator in your organisation to add this Role to your User Account.

  1. Navigate to Configuration > System Setup > Credits & Commissions. 
  2. Under Returns on transactions that include commission, select from three options in the dropdown:

     

     • Return commission to the customer
     • Do not return commission to the customer
     • Display a pop-up window asking the Sales User to choose

  There is a disclaimer below the dropdown: This option can be overridden when returning transactions in the Sales interface. The process of overriding returning the commission can be seen below.

  

Once a Sales Channel is selected and commission is kept or returned, the item will appear in the Basket/Cart, under Returns:

Overriding Returned Commissions

You can choose to override the settings or your Commission selection when the items are in the Basket/Cart:

1. Check the box next to the items in the Returns section:
   
   

   

    

2. Next to the Delete button, click the down arrow button. From the dropdown, select from Keep Cmsn/Dlry or Return Cmsn/Dlry.
   

   

    

3. The changes should be visible in the Basket/Cart. If you keep the Commission, the Commission will appear crossed out. If you return the Commission, the Commission will appear:
   
   

   

    

Exchanging Multiple Items

You may want to exchange more than one item. In order to return and exchange more items, you’ll need to repeat the steps above to return each Item type separately.

Return to the Order. The Order should still be open, but if needed, search for the Order and locate the next Item to return and exchange.

Follow the steps above to return the item. The Item will appear in the Return section in the Basket/Cart. If the item has a Commission, it may be kept or returned and you can follow the steps to override the commission.

Delivery and Transaction Commissions

If you’d like to return other Commissions such as a Delivery Commission or Transaction Commission, you’ll need to add these separately.

Return to the Order. The Order should still be opened, but if needed, search for the Order and locate the Commissions to return in the Other Items section of the Order.

1. Check the box next to the Commission.

    

2. Click the Return button:
   
   

   

    

3. The commission will appear under Returns:
   
   

   

    

Add a New Item to the Basket/Cart

All Returned Items should appear under the Returned section in the Basket/Cart.

Next, add a new Item to the Basket/Cart in the same manner as performing a sale.

You can find detailed information about adding specific items to the Basket/Cart in these articles:

• Performing a Sale
• Group Booking Mode
• Selling Merchandise
• How to Sell Ticket Subscriptions and Redeem Ticket Vouchers
• Selling, Holding or Returning a Fixed Series Subscriptions
• Selling and Renewing Memberships
• Processing Donations
• Selling Gift Vouchers
• How to Sell Gift Memberships

Key things to remember when you include a new item in your Basket/Cart:

• Change to the correct Ticket Types for any Tickets
• Override Prices if you’d like to keep the same value for different priced items
• Add the correct Facilitators and Soft Credits
• Select the correct Delivery Methods
• Include or waive any commissions
• Add any Pop Up Notes or Order Attributes to track notes on the exchange
• Print or send any new Tickets

TIP: If you’re interested in adding an Exchange Fee, we recommend setting the Exchange Fee as a Merchandise Item. When setting up your Exchange Fee, make sure you don’t set the merchandise to display online. We also don’t recommend adding any Related Events or Cross-Selling Options.

To add the Exchange Fee to the Basket/Cart, you'll need to manually add the item at the time of the exchange.

Confirming the Order

Make sure that the Basket/Cart is balanced before confirming the Order. The Payments section should be at zero.

If you’d like to view a Summary before confirming, click Summary:

You’ll see a summary of the Order. Click Close to continue.

You can confirm the Order by clicking Confirm at the bottom of the Basket/Cart:

If you issue paper tickets, you’ll see a Confirm & Print button with a dropdown arrow next to it:

You can confirm an Order by selecting one of the following:

• Confirm & Print: Tickets are printed immediately.

   

• Confirm & Print Later: Select this option to print individual Tickets later or print Tickets in batches later.

   

• Confirm & Mark as Printed: Tickets won’t be printed but will be marked as and won’t be included in batch printing. You'll need to print Tickets from the Customer Record.

   

Once the Order is confirmed, you may get a pop-up asking to send a confirmation email to the Customer:

If you don’t see this pop up message, you can change this in the Settings Interface.

Customer Questionnaire

If you use the Customer Questionnaire, you’ll see a prompt to ask the Customer a question depending on what you’ve set up in the Customer Questionnaire.

Select an answer from the dropdown menu:

Click Ok:

What to do if you can’t confirm an Order

If you’re unable to confirm an Order, you may see a pop up error message.

The reasons why you may not be able to confirm an Order are:

• There is still money to pay. The amount to pay needs to be zero before you can confirm an Order.

   

• No Delivery Method has been selected.

   

• A Delivery Method has been selected, but there are no items to be delivered. For example, a Reservation.

   

If your Basket/Cart doesn't balance, you'll need to correct this before you can confirm the Order.

Key Takeaways and Further Reading

• Exchanges should be made in line with your organization’s terms and conditions and/or returns and exchanges policy. This includes policies for keeping or returning commissions, overriding prices and adding an Exchange Fee.

   

• To exchange an Order, you’ll need to return the previous ticket(s) or item(s) while simultaneously adding a new ticket(s) or item(s) to the Basket/Cart. Exchanges are completed in a single transaction.

   

• You can exchange similar items such as tickets, or you can exchange different items, for example, a ticket for merchandise.

   

• You’ll also need to perform an exchange if you want to update the details of an Order, for example, to change the Ticket Type, Delivery Method, Accounting Date or apply an Offer.

   

• To make an exchange, you will need to:
  1. Search for the Order
  2. Return the tickets or items
  3. Add the new items to the Basket/Cart
  4. Confirm the order

You can read more about sales, reservations, returns and exchanges in the Sell items and fulfill Orders section on our Support Centre.