Overview
The ticket exchange system allows your customers to swap their existing tickets for different dates, times, or quantities. Depending on their needs and your event's policies, customers will encounter one of three exchange types: even exchanges (same value), positive exchanges (upgrades requiring payment), or negative exchanges (downgrades with potential refunds or forfeited amounts).
Critical Requirements
Check These Settings First
Every exchange depends on two critical event settings that determine what's possible:
- Exchange Permission: The event must allow exchanges
- Financial Change Policy:
- "New charges and refunds allowed": Full flexibility for any exchange type
- "Only new charges allowed": Can upgrade or even exchange, but no refunds on downgrades
- "No financial changes allowed": Only even exchanges permitted; downgrades forfeit the difference
Universal Restrictions
- FlexPass events: Never eligible for exchanges
- Unpaid orders: Must be fully paid (Square invoices must be complete)
- Exchange windows: Most events have deadlines (typically day before event)
- Order-level fees: Cannot combine tickets from multiple orders if percentage-based fees apply
The Exchange Process: Step by Step
Step 1: Initiating Your Exchange
- Access your order through the confirmation email link
- Click Manage Attendees
- Select Exchange Tickets from the bulk actions menu
- For single tickets: Click the attendee name first, then select exchange
Step 2: Selecting Your Destination
The interface varies by event type:
Time-Slot Events
- Calendar view shows available dates and times
- Critical: ALL tickets must move together to the same slot
- Cannot split your group across different times
General Admission/AST Events
- Event list shows all exchangeable options
- Current event appears at the top
- Only shows events eligible for exchange
Direct Exchange Links
- May receive a link with your order ID embedded
- Takes you directly to exchange mode
- Useful for mass event changes or cancellations
Step 3: Understanding Your Exchange Type
This is where your path diverges based on what you're selecting:
Even Exchange Path
When your new selection equals your original value:
- Select identical ticket quantities and types
- Order total shows $0.00
- No payment required, no refund issued
- Service fees included in exchange credit
- Simplest process - just confirm and complete
Positive Exchange Path (Upgrade)
When your new selection costs more:
If "new charges" are allowed:
- Select additional tickets or higher-priced options
- Exchange credit applied automatically
- Pay only the difference
- Can use promo codes to reduce payment
- Two payment methods shown: exchange credit + new payment
If "no financial changes" are set:
- Blocked completely - cannot proceed
- Must select exact same value or less
- Consider even exchange instead
Negative Exchange Path (Downgrade)
When your new selection costs less:
If refunds ARE allowed:
- Select fewer tickets or lower-priced options
- Refund processed to original payment method
- Amount clearly shown as "Refund to [method]"
- Promo codes increase refund amount
If refunds are NOT allowed:
- Price difference forfeited as change fee
- Crossed-out gray text shows lost amount
- Exchange still completes but no money returned
- Consider: Is the change worth losing this money?
- Tip: Add add-ons to minimize forfeited amount
Step 4: Attendee Selection (When Applicable)
For Multiple Orders at Same Event:
- Must select which attendees to exchange
- Critical with order-level fees: Only select from ONE order
- System blocks mixing attendees from different orders with percentage fees
For Time-Slot Events:
- No selection needed - all attendees move together
- Cannot leave anyone behind in original slot
Step 5: Selecting New Tickets
Copy Information Feature:
- "Copy from Original Order" auto-fills attendee details
- Saves time on repeat information
- Update any event-specific fields
Ticket Selection Strategy:
- Even exchange: Match exactly
- Positive: Add what you need
- Negative: Consider forfeit amount before reducing
Step 6: Review Exchange Summary
The summary varies significantly by type:
Even Exchange Shows:
- New cart items with service fees
- Exchange credit (matching amount)
- Order total: $0.00
- Single payment method: Exchange
Positive Exchange Shows:
- New cart total
- Minus exchange credit
- Equals amount due
- Two payment methods will appear
Negative Exchange Shows:
- New (lower) cart total
- Exchange credit exceeds new total
- Either: Refund amount OR crossed-out forfeit amount
- Warning if difference is forfeited
Step 7: Complete the Exchange
- Review the confirmation dialog carefully
- Note the specific warning:
- Even: "Results in even exchange"
- Positive: "Additional payment of $[amount] required"
- Negative: "Refund of $[amount]" OR "Forfeit of $[amount]"
- Click "Complete Exchange"
Special Features and Scenarios
Quick Time Slot Changes
For simple time changes within the same event:
- Click individual attendee name
- Select "Change Time Slot"
- Pick new time from calendar
- Confirm change
- Faster than full exchange process
- Subject to change deadlines per ticket type
Using Promo Codes
Promo codes apply during exchange checkout:
For Positive Exchanges:
- Reduces additional payment needed
- Applied to new ticket price
For Negative Exchanges with Refunds:
- Increases refund amount
- More money returned to you
For Negative Exchanges without Refunds:
- Still reduces new order cost
- But difference remains forfeited
- Doesn't prevent loss of change fee
Multiple Payment Methods
When your original order had multiple payment types:
- Refunds process to primary payment method
- Exchange credit combines all original payments
- New charges go to new payment method
Critical Decision Points
When to Reconsider Your Exchange
Before Forfeiting Money:
- No refunds means you lose the difference
- Is a transfer to someone else better if it’s an option?
With Order-Level Fees:
- Must process orders separately
- Cannot combine different purchases
- Plan multiple exchanges if needed
For Multi-Person Order Time Changes:
- Everyone must move together
- Confirm all attendees can make new time
- No partial group moves allowed
After Your Exchange
What You'll Receive
- New order confirmation email
- Cancellation notice for original tickets
- Receipt showing all financial details
- Related orders linked in system
Payment Processing
- Refunds: 3-5 business days typically
- Charges: Immediate processing
Exchange credits: Applied instantly