Exchange Support as an Admin

Exchange Types Explained

The Exchange Support feature is how administrators handle ticket modifications, providing a unified system for processing all types of customer changes. Whether customers need to switch event dates, upgrade their experience, or reduce their party size, this feature streamlines the process of cancellations and repurchases. This guide provides administrators with everything needed to confidently process exchanges while maintaining accurate financial records and delivering exceptional customer service.

Even Exchange: Customer switches to items of equal value (no payment or refund needed)

• Example: Moving from Nov 3rd to Nov 2nd for the same ticket type

Positive Exchange: Customer upgrades to higher value items (additional payment required)

• Example: Adding more tickets or selecting premium options

Negative Exchange: Customer downgrades to lower value items (refund issued)

• Example: Reducing from 2 attendees to 1 attendee

Setting Up Your Event for Exchanges

Exchange Configuration Location

Navigate to the Changes and Cancellations section in your event configuration's Main Details page. 

Available Configuration Options

1. Financial Change Settings

Choose one of the following options for how your event handles exchanges:

• Allow both new charges and refunds - Full flexibility for all exchange types
• Only allow new charges - Permits upgrades but blocks automatic refunds
• No financial changes at all - Blocks monetary adjustments (but may still allow even exchanges)

2. Exchange Permissions

• Allow tickets to be exchanged - Toggle this on to enable the exchange feature for your event
• Allow ticket donations - Enable if you want customers to donate tickets back instead of exchanging

3. Time Restrictions

Set when exchanges are allowed:

• Until event starts - Exchanges permitted up to event time
• Until the day before event - Stops exchanges 24 hours prior
• Until one week before event - More restrictive for planning purposes

How Settings Affect Customer Experience

For Attendees (Customer-Facing):

• Settings are strictly enforced
• "No refunds" means the system won't process negative exchanges
• Time limits prevent exchanges after the specified cutoff
• Multiple event exchanges may be blocked if order-level fees can't be calculated

For Admins (Backend):

• Settings provide defaults but can always be overridden
• "No refunds" setting adds automatic change fees (which admins can zero out)
• Admins retain full control regardless of configuration
• System shows warnings but doesn't block admin actions

Important Considerations

Order-Level Fees: If your event has order-level fees, be aware that:

• Single-event exchanges calculate fees automatically
• Multi-event exchanges may be restricted on the customer side
• Admins can always process and manually adjust fees

Capacity Management: Even sold-out events can accept exchanges because the system temporarily returns exchanged items to the availability pool during the exchange process.

Best Practices for Setup

1. Consider your refund policy - Choose financial settings that match your business rules
2. Set reasonable time limits - Balance customer flexibility with operational needs
3. Communicate clearly - Make sure your team knows what settings are in place
4. Document overrides - When admins bypass settings, note the reason for accurate reporting

Standard Exchange Process (All Types)

1. Initiate Exchange

• From Order: Click Change/Cancel → Start exchange
• From Attendee List: Search attendee → Manage → Start an Exchange

2. Select Destination

• Original event appears at top marked "exchanging from"
• Choose same event (different options) or different event entirely

3. Choose Items

• Select specific attendees and/or add-ons to exchange

4. Make New Selections

• Pick new tickets/seats (cannot exceed quantity being exchanged depending on event type)
• System shows exchange banner with credit amount

5. Use Smart Features

• Auto-copy attendee info: System transfers matching fields
• Capacity management: Exchanged items temporarily available

6. Review Checkout

• System calculates automatically
• Adjust change fees if needed
• Verify payment methods

7. Complete Transaction

• Process payment or refund as applicable

Type-Specific Caveats

Even Exchange

• Shows $0.00 due
• No payment screen needed
• Single payment method: "Exchange"

Positive Exchange (Upgrade)

• Enter credit card for the difference only
• Receipt shows split payment:
  • Exchange credit applied first
  • Card charged for remainder

Negative Exchange (Refund)

• If event allows refunds: Processes automatically
• If event blocks refunds: System adds "change fee" to prevent refund
  • Admin override: Set change fee to $0 to enable refund
• Payment shows Exchange + Original method refund

Critical Admin Powers

• Override event restrictions (process refunds even when "not allowed")
• Adjust change fees to create any outcome (even/positive/negative)

Key Documentation

Every exchange generates:

• New order: Positive amounts, new tickets
• Cancellation order: Negative amounts, credited items
• Both link together for a complete audit trail
• Emails and receipts for each order

Quick Reference

Remember: You can always override system restrictions using the change fee field to achieve the desired outcome for customer service, but be aware of the reporting implications for accurate financial tracking.

Learn more about Exchange Support in the Attendee Experience here!