This article explains how to exchange tickets, including how to locate an order, select replacement tickets, and process straight or up/down exchanges.

Exchanges are used when the patron is still attending the event, but their order needs to be adjusted—such as switching dates, changing seats, or updating ticket types.

Important: Exchanges should not be used if you only need to refund an item. To refund items without exchanging, refer to: How to refund an item

Processing an Exchange

Locate the Order

  • Go to the Box Office.
  • Open Exchanges & Refunds.
  • Search for the patron’s order using Order ID, customer name, or email address.
  • Click to expand the order.
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Choose Tickets to Exchange

  • Find the ticket(s) that need to be exchanged.
  • Click Exchange on the appropriate ticket(s).
  • Select your Sales Channel (Phone Sale or Box Office).
  • Click Exchange again to continue.
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Select the New Event or Date

  • Choose the event (same event or a different one).
  • Choose the event date.
  • If the event uses assigned seating, use Seat Map View.
  • If it is General Admission, use Quick Select View.
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Add the New Tickets

  • Once the event/date loads, select the new seat(s) or new ticket(s).
    Scroll down to the Exchange Options.
Exchange Options: Straight Exchange or Up/down exchange

  • Click Straight Exchange if you want the order total to be $0.00, regardless of any price difference between the old and new tickets. Use this when the patron is simply switching seats or dates and should not be charged or refunded anything.
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Up/Down Pricing (Partial Refund or Upsell):

If the new tickets are higher or lower priced, you can:

  • Select the new ticket type and allow the system to recalculate the order total, or

  • Override the ticket price manually if needed.

After recalculation:

  • If the patron owes money, the system will prompt you to collect payment on the final payment screen.

  • If the patron is due a refund, refund options will appear after the tickets have been added to the cart.

  • Adjust the price and then add the tickets to the cart. 

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Finalize the Exchange

  • Review the old order (top) and new order (bottom).
  • Select the Delivery Method.
  • Choose whether to send an Order Confirmation to the patron.
  • Click Pay Now (if upsell) or Refund Now (if partial refund)

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When complete, select Start New Order.

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