How to exchange ticket from the Box Office?

This article explains how to exchange tickets from the Box Office. The Ticket Exchange feature allows you to switch tickets to a different event or performance or upgrade ticket types without issuing a refund. Follow the steps below to locate the transaction and complete the ticket exchange.

Video Tutorial: How to Exchange Tickets from the Box Office

Watch the video below for a quick walkthrough of the ticket exchange process.

Important Notes Before Exchanging Tickets

• Tickets can be exchanged only once per transaction.

• Tickets from multiple transactions can be exchanged in a single attempt.

• The Exchange Ticket option is not available for Pay Later (Payment Pending) transactions.

Steps to Exchange Tickets

Step 1: Locate the Transaction

To exchange tickets, you must first access the Transaction Report.

• If you have the Transaction Number, use the search option available at the top.

• You can also search using:

  • Customer Name

  • Ticket Number

  • Last Four Digit of Card #.

Step 2: If You Don’t Have the Transaction Number

You can locate the transaction using the Event Sales Summary Report.

• Open the Event Sales Summary Report (How do I access it?)

• Click View Inventory Sales Report in the top-right corner.

• Customize the date range and select the required performance (if the event has multiple performances).

• All related transactions will be displayed.

Step 3: Select Tickets to Exchange

• Click on the Transaction Number to open the Transaction Report.

• All tickets purchased under that transaction will be displayed.

• Use the checkbox next to each ticket to select the tickets you want to exchange.

• To exchange all tickets, leave all tickets selected and click Exchange Ticket.

Step 4: Proceed to the Exchange Transaction Page

• The Exchange Transaction page will appear, pre-filled with the selected transaction number.

• Click Continue to proceed.

Note:
If you do not want to exchange tickets from multiple transactions, leave the field “Add tickets from another transaction to exchange” blank and click Continue.

Step 5: Select the Event for Exchange

• A calendar will be displayed showing available events.

• Select the event and click Get Tickets to proceed to the ticket selection page.

Notes:

• The calendar displays the most recent events currently on sale along with the number of tickets available.

• Only months with published events will be highlighted.

• Only published and upcoming events will be displayed.

Step 6: Select New Tickets

• Choose the ticket types and quantities you want to exchange against the original transaction.

• Click Checkout.

Step 7: Review Purchaser Details and Payment

• The ticket purchaser’s name and email address will be pre-filled.

• Select the ticket delivery method and payment method.

Note:
If the new transaction value is greater than the original transaction, the balance amount due will be displayed.

Step 8: Refund Scenario

• If the new transaction value is less than the original transaction, the refundable amount will be displayed.

• The Get Refund button will be available on the checkout page.

Step 9: Complete the Refund

• Click Get Refund to return to the Transaction Report.

• Select the refund mode (Cash, Card, etc.) and click Refund to complete the exchange.

Note:

• For card payments, the difference will be refunded automatically to the customer’s card.

• For other payment methods, the refund must be processed manually.

Step 10: Exchange Completion

Once the process is complete, the status “Exchange Transaction Completed” will be displayed.