Find and Manage Order
On the Order page, scroll down to Items
Click Actions and then Exchange
NOTE - This can only be done for Completed Orders
On the pop-up, select which Purchase Flow (if set-up) and Channel you would like to put the Refund through
Click Save to proceed
Once you select your Channel, the new Child transaction will be in basket
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 Back to Customer, or select the Box Office page on the left-hand sidebar
Then click Back to Tickets to be taken to the Box Office
Select the Event, Performance and Tickets you want to add to your basket
Click Continue to proceed and add Products to basket if you wish
Click Continue on the customer page
NOTE - You can't remove or edit Customer details on a Child Order
Order Options
Delivery Method
By default the Delivery Method is a Return item. This will effectively cancel all scheduled Email sends from the Parent Order.
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
Choose how much of the order you want to exchange.
To remove any individual items from the basket select the bin icon on the right or Clear Basket to remove all items
Click Back to Order Details to edit Order Options or the Event information in the basket to add/change Ticket items
NOTE - The items that remain and are in red are what will be refunded, whereas the items in black are the ones you want to sell. Anything that is removed using the bin button will be kept on the Order and therefore still active
Process Payment
The Tickets you are exchanging to may be a different price, or you may have an added an extra item to the basket, such as an Exchange Fee Product. If this is the case then you need to process a new payment.
Issuing a Total Refund Payment:
On the final checkout page, select the correct Payment Method which the original payment used
Once selected, a new Payment to Refund dropdown will appear underneath. Select the correct payment from the drop down
Select Refund total payment balance
Issuing a Partial Refund Payment
Select the correct Payment Method which the original payment used
Once selected, a new Payment to Refund dropdown will appear underneath. Select the correct payment from the drop down
Select Refund partial payment balance and enter the amount to refund using this method
NOTES:
If you are processing payment for the difference between the two orders then the amount you enter must match the balance in the basket
The monetary amount that is shown in the Payment to Refund dropdown will always reflect the amount that was originally paid. This is used as a reference tool to help select which payment to choose. However, it is the Balance of the basket that is the amount that will be refunded.
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 for a new payment:
Open the Payment Method drop down
If paying for the entire order with this single Payment Method:
Select Pay total order using this method
If doing partial payments:
Select Pay partial order balance using this method and enter the amount to pay using this method
NOTE - If you are processing payment for the difference between the two orders then the amount you enter must match the balance in the basket
4. A new Child Order will then be created. You will then be taken to the Child Order page where you can view all the details, including a link to the Parent Order (i.e. the original order that was refunded) for this transaction
