How do Exchanges work?
If you want exchange tickets in an Order, you will need to create a new Order where you sell the tickets against the tickets you're returning.
When you click the Exchange button on an Order page, the current tickets will be added to the basket in Box Office as items to cancel and refund (they will appear in red). This means you have created a refund basket.
You can then choose the new tickets you want to exchange to, which go into the basket as items to sell against the old items you're refunding. Once the basket has the items that you want to refund and sell, you can go through the normal Box Office flow to complete your Exchange.
Once the Exchange is completed, a new order is then created that is linked to the original order.
Linked Orders - What are Parent and Child Orders?
A Parent Order is the original order before any Refunds/Exchanges.
A Child Order is the new order that is created after a Refund/Exchange, that is linked to the Parent Order.
Once an Refund/Exchange is completed you will then be shown the Child Order page, which will have a hyperlink to the original Parent Order, to ensure you can easily navigate between the original and new orders.
FAQs
What if the new Tickets are a different price to the old Tickets?
What if the new Tickets are a different price to the old Tickets?
If the new tickets are a lower price then you can refund the difference back to the customer as part of the transaction.
If the new tickets are a higher price then you can take a new payment either with the card that was originally charged or with a different Payment Method.
Any difference in cost must be either refunded or paid for in full in order for the Exchange to be completed.
Can I do an Exchange on a previously exchanged Order?
Can I do an Exchange on a previously exchanged Order?
Yes, you can create another related order with new tickets that will still be related to the original order and linked to the original payment.
Can I add an exchange fee as part of the transaction?
Can I add an exchange fee as part of the transaction?
Yes, we have a Help Article on creating an Exchange Fee as a Product.
Can I report on Exchanges?
Can I report on Exchanges?
Yes, you can report on Refunds and Exchanges.
When items are exchanged, they show as voided in the system, plus will create a new related transaction. Because of this, you can use various Void Fields and Filters to show which items were exchanged/returned, and Parent Transaction Fields to show you the orders where there have been related transactions.
Fields available to use:
Parent Transaction Reference
Parent Transaction Public Id
Item Is Void
Item Voided At
Filters available to use:
Item Is Void is: true
Transaction Item Voided at (Date filter)
Parent Transaction Reference is: Set