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What's the best way to handle an exchange? - Mon - Sep 17, 2012 - 1:58pm

  • Posted by Dawn Updated: Dec 2023 0 Comments Orders
    An exchange of tickets/dates can be done without refunding what the customer has already paid. If you need to change dates for a customer or even change seats for the same performance, watch our video tutorial at the link below:

    Exchanges, Refunds and Voids: ThunderTix Video Tutorial

    Recap:     Patrons will receive an email confirmation of the new order with their new tickets. The customer's initial payment remains intact, the old seats are released back to inventory, and the new tickets are processed for the new date for an exchange credit of their original value.

    Other Details: During the exchange process, you have the option to do an even exchange, an exchange that will leave a credit for your patron (a ticket that is of lesser value than their original purchase - this credit can be refunded), or an exchange that will leave a balance due (the tickets are of greater value than the originals or you need to add additional tickets to the order). 

    If a balance is due, the credit card fields will be available to process the card for the balance.  You also have the option to override the new order to comp the patron the difference of the exchange. If the exchange is for a lesser value, you'll have the option to go back to the original Order ID and click the button to "Refund Unapplied Credit" back to the customer's credit card. 

    Finally, some venues charge an exchange fee for non-members...this can also be done using the Override function to change the final total to the amount the exchange fees. Ticket fees will remain on the original event date, but the ticket value will transfer from the original date to the new date on the Sales Report. You can see all exchange values transferred in the column labeled Exchanges at the bottom of the Sales Report.

    If needed, please view some of our discussions covering:

     
View Our Video Tutorials Related Discussions   How do I delete an Order?   Why are orders missing from the Orders tab?   What happens to sales tax on an exchange?   How do I comp a ticket or comp an order (make a ticket complimentary)?   How can I waive fees for some orders?   How can we charge a small fee to our patrons for a ticket exchange?   Our show was canceled -- how do we process refunds?