If a ticket buyer contacts you to make an exchange in his order, you may do so using the Archives feature.
In the Orders section, click on Archives.
If the person gives you their seven-digit order number, enter it in the field provided for this purpose, making sure that their date of purchase is included in the indicated time period. If they do not have their order number, click on More options and use their name or email address to search for the order.
Once you have found the order, click on either the name of the person or the order number.
In the Tickets section, beneath the Buyer’s Information section, tick the boxes next to the tickets to be exchanged and click on the Exchange button. Important! Be sure to exchange tickets that are of the same value, because the price of the original ticket will be maintained.
In the dialog box that appears, select the event, the ticket type and the desired delivery method.
Click on Save and resend the order confirmation email to the buyer to advise them of the modification by clicking on the Email Receipt button beneath the Buyer’s Information section.
If necessary, resend the e-tickets by clicking on the Send E-Tickets button.
For your internal archives, in the Notes section, located under Order Costs, you may note the date that the order was modified as well as the reason why it was modified.
Upgrading Tickets
(Exchanging a ticket for another of greater value)
* ATTENTION ! Only available for offline orders. *
In the Orders section, click on Archives.
If the person gives you their seven-digit order number, enter it in the field provided for this purpose, making sure that their date of purchase is included in the indicated time period. If they do not have their order number, click on More options and use their name or email address to search for the order.
Once you have found the order, click on either the name of the person or the order number.
In the Tickets section, beneath the Buyer’s Information section, click on the + Add Ticket button. Important! Do not click on Exchange. If you do, the value ($) of the initial ticket will be maintained for the new ticket.
In the dialog window that opens, select the event information.
Make sure that you have selected the same delivery method as the other tickets in the order. Click on Save
Tick the boxes next to the tickets to be cancelled and click on Cancel.
In the dialog box that appears, select all the costs to be refunded to the buyer and then click on Save. Please note that you will not be able to refund ticketing fees unless the order was placed in the previous hour.
A yellow strip will appear above the Tickets section indicating the amount of the difference to be paid.
Be sure to process the payment for the amount of the difference and enter the method of payment by clicking on the Payment button.
Click on Save and resend the order confirmation email to the buyer to advise them of the modification by clicking on the Email Receipt button beneath the Buyer’s Information section.
If necessary, resend the e-tickets by clicking on the Send E-Tickets button.
For your internal archives, in the Notes section, located under Order Costs, you may note the date that the order was modified as well as the reason why it was modified.