How do Exchanges work?
If you want to exchange Tickets on a Transaction, you create a new Transaction where you sell the new Tickets against the Tickets you are returning.
Start the Exchange from Manage Transaction on the Transaction, or from Manage Order on the Order Details View. After choosing the Channel to record the Exchange against, the Select Items screen lets you tick the items you want to return.
Click Continue to open the Box Office Checkout, then choose the new Tickets you want to exchange to, which go into the Basket as items to sell against the old items you are 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, the new Transaction sits in the same Order as the original Transaction.
Learn more - Guide: Exchanges, Guide: Exchange to Same Seat
How does an Exchange Transaction appear?
Both as a new individual Transaction and within an Order Summary.
An Order Summary groups together the original Transaction and any Exchange or Refund Transactions made against it.
When an Exchange is completed, the new Transaction appears on the Transactions tab of the Order Details View next to the original, so you can move between them without leaving the Order.
In Reports, the original Transaction is referred to as the Parent Transaction (see Can I report on Exchanges? below).
Learn more - Guide: Order Details
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 the Transaction for the Exchange to be completed.
Can I do an Exchange on a previously exchanged Transaction?
Can I do an Exchange on a previously exchanged Transaction?
Yes. Start the Exchange from the previous Exchange Transaction (or from Manage Order). The new Transaction sits in the same Order, and the original payments remain available in the Payment to Refund dropdown.
Can I exchange items from more than one Transaction at once?
Can I exchange items from more than one Transaction at once?
Yes. Start the Exchange from Manage Order on the Order Details View and any valid item across the Order's Transactions can be selected on the Select Items screen.
If a 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.
Can I add an Exchange fee as part of the Transaction?
Can I add an Exchange fee as part of the Transaction?
Yes, by creating an Exchange Fee as a Product and adding it to the Basket during the Exchange.
Learn more - Overview & FAQs: Exchange Fee 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, and a new related Transaction is created. Because of this, you can use the Void Fields and Filters to show which items were exchanged or returned, and the Parent Transaction Fields to show the Transactions where there have been related Transactions.
Fields available to use:
Parent Transaction Reference
Parent Transaction Public Id
Parent Transaction Source Reference
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
Learn more - Reports Glossary