If the order you wish to exchange was placed via our website, the shopping cart or the integrated shopping window, please follow this procedure instead.
Would a customer like to exchange one or more tickets from their order? Here’s how to find the order and process the exchange using the Archives module in the management tool.
How To Access the Client’s Order
Click on the Orders section in the left-hand menu, then go to the Archives module.
Find the buyer’s order using one of the following methods:
With the buyer’s info:
Adjust the time period so that the selected date range includes the order’s purchase date.
Click More options.
Enter the buyer’s name or email address in the relevant field.
Click Search.
With the order number:
Adjust the time period so that the selected date range includes the order’s purchase date.
Enter the 8-digit number in the provided field.
Click Search.
Click on the buyer’s name or the order number in the search results to view the details and proceed with adding the tickets.
Pro Tip
Directly access an order by adding its number to the end of the Archives module’s URL.
For example:
https://thepointofsale.com/manager/orders/archives/12345678
How To Exchange a Ticket
Go to the order’s Tickets section.
Select the ticket(s) you wish to exchange.
Please note that for a subscription or package, you can only exchange one child ticket at a time.
Click the Exchange button. The ticket exchange window will open.
Check the details in the Tickets to be Exchanged Summary section to make sure you have selected the right ticket.
In the New Ticket Selection section:
Organization: If you manage several organizations, select the one you wish to use.
Event: Select the desired event.
Rate: Select the desired rate.
Quantity: No action possible. This field is greyed out and cannot be edited. It corresponds to the number of tickets you selected in the previous step.
Delivery: Choose the delivery method.
The default delivery method is Will call.
If you choose to send by mail, additional charges will be added to the exchange.
In the Exchange Summary section, check the Balance Due field to see the balance of the transaction.
The system automatically calculates the price difference when applicable:
Higher-value exchange: Displays the amount still to be paid by the client.
Lower-value exchange: Displays the amount to be refunded to the client.
Exchange of equal value ($0.00): No financial adjustment is required.
Click the Exchange button to confirm the operation.
What To Do if the Exchange Requires a Payment
If the exchange results in a balance due, either because the new item is more expensive or because a fee is charged to the client, a yellow banner appears on the order, including a Pay button.
Click the Pay button to open the payment window.
Charge the buyer the amount shown on the screen.
IMPORTANT
For orders completed offline, that is, placed at the box office using an external payment method, please process the payment using your own payment system.
Click Save once you have received the payment.
Once you save the payment, the yellow banner will disappear, and the payment will be recorded in the order's Payments section.
What To Do if the Exchange Requires a Refund
If the exchange results in a lower total, i.e. the ticket exchanged is cheaper, you must refund the difference in price to the client.
Click the Refund button that appears in the yellow banner on the order.
Refund the amount shown in the Amount field of the Payment window.
In the window, click Save to confirm the refund. The refund will then be recorded in the order.
How To Send a Refund Confirmation to the Client
Go to the Payments section of the order.
Click the Refund confirmation button.
Send the refund confirmation to the buyer.
What To Do if the Exchange Balance Is Zero ($0.00)
No payment or refund is required!
Just make sure you send the new tickets.
What To Do Before Leaving
Once the ticket exchange is complete, follow these final steps to finalize the order.
Send the Receipt
Please inform the buyer that their order has been modified.
In the case of an exchange without a refund: Click the Send receipt button to send the transaction confirmation email to the buyer.
In the case of a refund: Click the Confirm Refund button in the Payment section to send the receipt to the buyer.
Send the Tickets
If applicable, click the Send e-tickets button to send the new tickets to the buyer.
For a virtual event, use this same button to send the new streaming link.
Add a Note
In the Notes section below the Order Costs section, enter the date and reason for the modification. This information will be useful for your internal records.
