Begin the Exchange
You can begin an Exchange from two places:
From the Transaction - open the Transaction and click Manage Transaction, then Exchange
From the Order - open the Order Details View and click Manage Order, then Exchange. When the Order contains multiple Transactions, items across all of the Transactions will be available for selection, and any combination of valid items can be exchanged in one go
NOTE - this can only be done for Completed Transactions.
On the Box Office Settings pop-up, select the Active Channel you would like to record the Exchange against, then click Save
NOTE - if the Transaction is linked to an external system, the Box Office Settings pop-up will warn you that refunding it on Line-Up will not refund it on the external system.
The Select Items screen is displayed. Only items that are valid for an Exchange are shown. You will be able to add the new items once you continue to the Box Office
Tick the items you want to exchange. Checkboxes are available at every level of the list apart from Adjusters, so you can select everything, a whole Event or Transaction, or use the arrow on a Ticket line to expand it and select individual seats or Tickets
To return the original Delivery item as part of the Exchange, tick the Delivery line too (see Order Options below)
Click Continue. You are taken to the Box Office Checkout and the items you selected are added to the basket as Return items. You can now choose the new Tickets to sell
Choose the New Sale Tickets
If it's the same Event you're exchanging to but a different Performance, you can click on the Event title in the basket, which will take you to that Event's calendar
If it's the same Performance, click on the Performance date, which will take you straight to the Ticket page (if GA) or Venue Plan (if Reserved Seating) for that Performance
If it's a different Event, click Add Tickets beneath the basket to be taken to the Box Office. Select the Event, Performance and Tickets you want to add, click Continue (adding Products if you wish), then click Continue on the Customer page
NOTE - you can't remove or edit Customer details on an Exchange or Refund Transaction.
Order Options
Delivery Method
The original Delivery item is only returned if you select it on the Select Items screen. Tick the Delivery line when exchanging so that scheduled Emails and Tickets for the original Transaction are cancelled - if it isn't returned, they will still be sent.
You should select a new Delivery Method when exchanging so the new Tickets can be sent to the Customer.
Note
You may want to leave a Transaction Note for reporting and communication purposes.
Edit Basket
The items you selected on the Select Items screen appear in the basket in red as RETURN items, alongside the new Tickets you are selling in black. If you need to change your selection, click the bin icon on the right of a line to remove it from the basket, or click Clear Basket to remove all items
Click Back to Transaction Details to return to the Transaction, or click the Event information in the basket to add or change Ticket items
NOTE - the items that remain in red are what will be refunded, whereas the items in black are the ones you want to sell. Anything removed using the bin icon will be kept on the original Transaction and therefore still active.
Process Payment
The Tickets you are exchanging to may be a different price, or you may have added an extra item to the basket, such as an Exchange Fee Product. If this is the case, you need to process a new payment.
Issuing a Total Refund Payment:
On the final checkout page, select the Payment Method the original payment used
Once selected, a new Payment to Refund dropdown will appear underneath. Select the correct payment from the dropdown
Select Refund total payment balance
Issuing a Partial Refund Payment:
Select the Payment Method the original payment used
Once selected, a new Payment to Refund dropdown will appear underneath. Select the correct payment from the dropdown
Select Refund partial payment balance and enter the amount to refund using this method
As per the example below, the Customer made a £244 payment, but it will only refund £122 to the card that made that original payment, as per the Balance:
Charging a new payment: open the Payment Method dropdown, then either select Pay total transaction balance using this method to pay for the whole Transaction with this one Payment Method, or select Pay partial transaction balance using this method and enter the amount to pay using this method
Click Pay & Update Basket Total. You are taken to the Order Details View, with the new Exchange Transaction open in the Transaction Details drawer. The Exchange is recorded as a new Transaction within the same Order, and you can see it alongside the original Transaction on the Transactions tab
NOTES:
If you are processing payment for the difference between the two Transactions, the amount you enter must match the balance in the basket.
The amount shown in the Payment to Refund dropdown always reflects the amount that was originally paid. It is there to help you choose the right payment, but it is the Balance of the basket that will be refunded.