Exchange tickets
Use an exchange when a customer needs different tickets and your organization's policy permits the change. You need permission to manage orders and exchanges. Confirm the requested event time, ticket type, and any seating needs first.
Select the tickets to replace
- Find the order and check the customer and tickets.
- Select the checkbox beside each ticket being replaced. Leave tickets the customer is keeping unselected.
- Check the selected-item count, then select Exchange. On a phone, open Actions, then Exchange.
Choose the replacement tickets
- Open Event and search for the replacement event.
- Select its Event Time, checking the date, time, and venue.
- On a phone, select Select tickets.
- For general admission, choose the replacement quantity, category, and price tier. For reserved seating, select available seats and their price tiers.
- On a phone, select Review exchange to review the selection.
Check both the original and replacement tickets, including quantities and seat locations. Choose the requested replacement rather than changing the request just to work around an availability or policy message.
Review the price difference
Review the prices, fees, taxes, and Total Difference. The final difference may not be the difference between the two displayed ticket prices alone.
| Result | What to review and do |
|---|---|
| Even exchange | No additional payment or refund is needed. Review the replacement, then select Complete exchange. |
| The replacement costs more | Review Amount due and the available collection method. Follow its payment instructions, then use Pay and exchange when collecting payment now. |
| The replacement costs less | Review Refund or retain and choose Refund for the standard return of the difference. Check Refund destinations, then use Refund and exchange. On a phone, the label is Refund & exchange. |
For a card refund, check the payment destination shown in the review. For cash, actually return the displayed amount before completing the cash-return action; see Exchange a cash-paid ticket.
If a customer will pay later, the available action can be Exchange and send payment link. Review that arrangement and the amount still due rather than treating the booking as paid. Complimentary exchanges and retaining a lower-price difference are different outcomes; use them only when authorized and appropriate.
Complete and check the exchange
Wait for Exchange completed and the order page. Check that the replacement tickets are active and that tickets not selected for exchange are unchanged. The replaced tickets appear under Released Items. Review any payment, refund, or remaining balance recorded with the exchange.
If the exchange is processing, wait for the result. If it reports The exchange did not complete. Your original tickets remain unchanged., use Return to exchange and review the request again. For an unclear outcome, check the order before starting another exchange and contact support with the order reference and message.
For a booking made with pass credits, follow Exchange a pass booking. If no replacement is needed, use Refund an order.