Video Tutorial: How to Set Up Flexible Ticket Upgrades in ThunderTix - Tue - Jul 21, 2026 - 11:26am

Candy Pacheco
Updated: Tue - Jul 21, 2026 - 11:26am ⚬ 0 Comments Video Tutorials
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How do I offer Flexible Ticket Upgrades for an event?


Flexible Ticket Upgrades give patrons the option to cancel their tickets before a deadline you set and receive the ticket value as a gift card credit for a future purchase. This provides customers with more flexibility while helping your organization retain revenue.


Flexible Ticket Upgrades are enabled separately for each event:


1.  Go to Events → Event Manager and open the event. 
2.  Select Purchase Settings. 
3.  Open Flexible Ticket Upgrade and turn the feature on. 
4.  Set the cancellation deadline by entering how many hours before showtime patrons may cancel. 
At checkout, patrons can choose between a standard ticket and a flexible ticket. The upgrade adds a 10% fee to the selected ticket and explains the cancellation deadline before the customer continues with the purchase.


Patrons who purchase a flexible ticket will find a cancellation link in their confirmation email. They can cancel all eligible tickets or select individual tickets. Once submitted, the tickets are canceled and a gift card is issued automatically.


The gift card includes the value of the canceled tickets only. Order fees, service fees, and the Flexible Ticket Upgrade fee are not refundable. The gift card is added to the patron’s account and can be used immediately toward a future purchase with your organization.


Flexible Ticket Upgrade revenue appears in the Settlement Report. ThunderTix receives 35% of the 10% upgrade fee, while your organization receives the remaining 65%.


Keep in mind that this feature should be described as a Flexible Ticket Upgrade, not ticket insurance, because patrons receive gift card credit rather than a monetary refund.


Watch the video tutorial:
https://www.youtube.com/watch/kbwC4UrvK0o

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