Exchanging Tickets


It happens to the best of us–every now and then a customer purchases the wrong tickets and needs help getting the right ones. Whether a customer needs tickets for a different date, or if they want to upgrade their tickets to a higher level, you can open their original order, add new tickets to their order, and remove the old tickets. Follow the steps in this article to learn how to exchange tickets.


1. Log in to Sales. (Image 1)


Image 1


2. Select the Maintenance icon (Image 2) 


Image 2

3. Search for the customer by entering the Order # or the customer’s Last Name. Then, click the green check mark next to the field you chose. (Image 3)

Image 3


4. Double-click the correct order to bring up order contents on the Item Summary page. (Image 4)

Image 4


5. Select the Event tab (Image 5) on the left side of the screen. 


Image 5


6. Select the folder where the new event is built. Then, select the event or show from the list on the right. Add the quantity of tickets for your new event. (Image 6).

Image 6


7. Click Proceed to get to the Item Summary list. The order will now have the original tickets as well as the new tickets. (Image 7)

Image 7


8. Check the box next to the original tickets and click the Red X   to remove these tickets from the order.  (Image 8)

Image 8

**Note: If the original tickets have already been printed, there will be a pop-up warning that states some of the selected items have already been fulfilled. Go ahead and click All to void that transaction. (Image 9)

Image 9 


9. Once you have removed the items from the order and have confirmed the new tickets, you are now ready to click Proceed to reach the payment screen. (Image 10)

Image 10

 10. If this is a even exchange and there is no money due, select Finalize to complete the exchange. If there is a balance due of a refund owed to the customer, process the payment/refund to finalize the order. (Image 11)


Image 11


11. After Finalizing, you may get a confirmation pop-up screen, and this window will allow you to send a confirmation and/or print at home tickets to the customer.  

**If at any time, you believe you have made a mistake or cannot complete the transaction, you can select the Clear Order icon at the top of the screen. This reverts the transaction back to its original state.


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