1. Find and Manage Order
a) On the Order page, scroll down to Items and click Exchange
NOTE -The Order status (shown in the top left of the Order page) must show as Complete for this button to be available
b) On the pop-up, select which Channel you would like to put the Exchange through
c) If you have different Purchase Flow options, select the correct one from the drop down
d) Click Save to proceed
d) Once you select your Channel, the transaction will be reserved in basket and will begin
2. Choose the new tickets you're exchanging to
a) 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
b) If it's the same performance, click on the performance date which will take you straight to the ticket page for that performance
c) If it's a different event, click Back to Customer
d) Then click Back to Tickets to be taken to the Box Office
d) Select the Event, performance and tickets you want to add to your basket
e) Click Continue to proceed and add Products to basket if you wish
f) Click Continue on the customer page
NOTE - You can't remove or edit customer details on a Child Order.
3. Order Options
a) Select Delivery Method from the drop down. This will replace the Delivery Method that is currently in the basket
b) Add a Lead Booker Name - optional
c) Add a Note to order
4. Edit Basket
a) Choose how much of the order you want to exchange. To remove any individual items from the basket select the red bin icon or Clear Basket to remove all items
b) 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 red bin button will be kept on the Order and therefore still active
5. Charging for a new payment or issuing a refund?
NOTE - 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. If you don't need to do this, skip to step 5b
a) Issuing a refund:
Select Payment Method from the drop down
Processing payment via Stripe or a Terminal? Select the correct payment from the Payment to Refund option from the dropdown
Refunding the entire order with this payment method? Select Refund total payment balance
NOTE - Only choose this option if you want to refund the entire amount from the original order. If not, and you want to just refund the balance, see belowWant to refund only the balance and/or split the refund between this and another payment method? Select Refund partial payment balance and enter the amount to refund 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
b) Charging for a new payment (if you've issued a refund, go to step 4c):
Select Payment Method from the drop down
Paying for the entire order with this payment method? Select Pay total order using this method
Want to split the order between this and another payment method? 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
c) Not ready to complete payment but want to come back to it? Click Save as Reservation and choose from the expiry options. Learn more - Reservations
6. Complete Transaction
a) Taking a payment? Click either Pay & Update Basket Total
NOTE - The Payment Received line must match the Subtotal line in order to for the transaction to be completed. If you have processed payment for part of the order, then you must put through the remaining amount
b) Completing order without taking payment? Click Complete Transaction
c) 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